ITIJ Issue 217 February 2019 by Voyageur Group

NEWS ANALYSIS:

p.10

Compulsory cover The pros and cons of mandatory travel insurance

FEATURE:

Let the buyer be… aware

p.28

SERVICE DIRECTORY

p.38

Improving customer knowledge

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS

Deal or no deal?

FEBRUARY 2019 • ISSUE 217

All the single policies (now put your hands up) Compare Cover has suggested that travellers with pre-existing medical conditions may be better served by taking out single-trip rather than multi-trip policies This option could, according to the UK-based travel insurance comparison website, provide these customers with a wider choice of quotes. “Some people with pre-existing conditions seek annual multi-trip cover as they want the comfort of knowing they have travel cover for the year,” explained Simon Williams, Compare Cover’s Travel Insurance Product Manager. “Yet in many cases – depending on the condition declared and the destination they are travelling to – a single-trip quote would provide more options for both cover and price.” The reasoning behind this, Williams said, is that when a customer takes out an annual multi-trip policy, the insurer doesn’t necessarily have all of the information about the customer’s plans for the year. They could make any number of trips, and if they are suffering from a debilitating condition that is steadily worsening, properly judging risk becomes a significantly more complex task for the insurer. “Compare that with a single-trip policy quote,” said Williams, “which has set dates, destinations and costs. Asking for a single-trip quote means that the insurer can far more easily judge the risk and increases the likelihood of obtaining cover at an

Following a recent Brexit-related vote in which UK Prime Minister Theresa May suffered a historic defeat, a ‘no-deal’ scenario seems ever closer – how will travel insurance be impacted? The Association of British Insurers (ABI) leapt to attention following the vote, releasing comprehensive guidance on the potential implications of a no-deal Brexit on both travel and motor insurance. British travellers will hopefully be at least slightly reassured that even if the European Health Insurance Card (EHIC) system ends up falling by the wayside,

travel insurance will still work as before. “As it looks increasingly possible that a ‘no deal’ Brexit may happen, we want all insurance customers to know the facts about what this means for them,” said Huw Evans, DirectorGeneral of the ABI. “Despite uncertainty about the EHIC, I want to reassure people that their travel insurance will continue to operate in the normal way when it comes to medical expenses, as emergency medical treatment is a standard feature. Customers should always double-check their travel insurance policy meets their full needs.” Evans echoed calls from other figures in the insurance, financial services and other

industries for the UK Government to agree ‘an orderly way forward’ with the European Union, as a no-deal Brexit would be bad both for insurance customers and the wider economy. Additionally, the ABI advises British motorists planning to drive in the EU that they will need to secure a Green Card from their insurance provider; this documentation will act as proof of valid third-party motor cover while driving within territories that operate under this system. This could be a potential side-effect of a nodeal scenario. Allianz is among the insurers that have already started preparing for the possible requirement for Green Cards.

CONTINUED ON PAGE 4

Editorial comment @ITIJeditor Sarah Watson - editor

Editor-in-Chief:

Ian Cameron ian@itij.com

sarah@itij.com

Editor:

Sarah Watson sarah@itij.com

Travel insurance has cropped up recently in media discussions around the potential effects of Brexit – whether a deal is struck before the UK leaves the European Union or not – which is good to see; but, behind the scenes, the industry continues with its preparations to meet whatever challenges might be put its way as a result of the potential outcomes of the UK’s political wrangling with the EU – and indeed with itself. As such, it was encouraging to read the Association of British Insurers advice to travel insurance consumers around a no-deal Brexit immediately following the recent rejection of the prime minister’s proposed Brexit deal, as our lead story this month details. Much more on such matters in ITIJ in the months to come, of course. Elsewhere in this issue, we take an in-depth look at the pros and cons of implementing compulsory travel insurance and look at the challenges of setting up such mandates. We explore the latest thoughts from across the

industry on how to raise consumer awareness around cover limitations and why this is more important than ever; the HI Counter Fraud Group explains its new broader remit and membership benefits; and we get the latest insights on blockchain in the insurance industry. Plus, we talk to Ryan Howsam of Staysure about his career, upper age limits in travel policies, and the areas for potential growth in the industry. If you’re reading this at ITIC Americas, I hope you’re having a great time and are making the most of the networking opportunities and educational conference sessions. Look out for a full write-up of the event in ITIJ’s next issue, where we’ll provide a round-up of the key points from all the speaker presentations and panel sessions, plus bring you details of all the social events, together with plenty of photos from throughout the conference. In the meantime, I hope you enjoy this issue.

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CONTENTS HIGHLIGHTS

Alex Rogers Kirstin Reid

News

p6 Insurance Matters

Winter sports not covered as standard

Insurance customers feel undervalued

Insurance policies analysed

p14

Design team:

Tommy Baker William McClelland

Webmaster:

Tom Reed

Director of events:

denise@itic.co

Collinson research paints a sad picture

Industry Voice

Blockchain for insurance in 2019

Denise Clements

p18

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Company Brief

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Travel partnership for Allianz and GoEuro

www.itij.com/subscribe Published on behalf of: Voyageur Publishing & Events Ltd.

Insurance cover for European travellers

Travel Matters

Major reduction in drownings in Spain

p20

Some happy news!

Health Matters

Epidemic risk could impact 2019 travel

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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ISSN 2055-1215

A warning from Metabiota

PEFC/16-33-447

NEWS CONTINUED FROM PAGE 1

All the single policies Industry veteran rewarded (now put your hands up) for service affordable price.” Williams also pointed out that for travellers with a very serious pre-ex, while they may not be able to purchase a multi-trip policy at all, they may well have more luck with the single-trip option. Compare Cover’s data suggests that the most regularly declared pre-existing conditions when seeking quotes for travel insurance are asthma, diabetes, arthritis and mental health issues, i.e. conditions

Tony Rowland, Director of Rowland Brothers Limited, has been awarded an MBE ‘for services to undertaking and the community in Surrey’. An MBE is an award given by the Queen of England to an individual for outstanding service to the community or local ‘hands-on’ service. The definition of MBE is Member of the Most Excellent Order of the British Empire. Rowland Brothers Limited commented on the achievement: “One driving

It’s important to stress to anyone who has a pre-existing condition, no matter how serious or severe, and is seeking travel insurance, that there is likely to be someone out there who can help them that people live with and manage daily. And while these customers – and those with more serious conditions – undoubtedly pose a statistically higher risk to insurers, there is no reason why they should not be able to obtain coverage (and no reason why that coverage should be so expensive that it requires taking out a second mortgage). “It’s important to stress to anyone who has a pre-existing condition, no matter how serious or severe, and is seeking travel insurance, that there is likely to be someone out there who can help them,” added Williams. “The key for those who can’t get quotes online is to speak to a specialist.”

Tony Rowland

ambition has motivated Tony Rowland throughout his adult life and does so still. It is to help create a society in which all are treated equally, as men, women and young people who – whatever their circumstances – deserve to receive compassionate treatment in times of personal difficulty. Now, at the age of 80 and still working full time, he can look back on innovations for which he was personally responsible, which have become standards the undertaking profession seeks universally to attain.” One such innovation was the establishment of a worldwide network and support structure improving hugely the efficient and compassionate repatriation of deceased British nationals who die while on holiday or working overseas, and citizens of other countries who die in similar circumstances in the UK. Since 1971, Tony has been responsible for more than 40,000 such repatriations, utilising his personally established network of 500 agents throughout the world. He has always regarded this as so much more than an administrative exercise and frequently goes far beyond the call of duty in his extra-mile service. The 40,000 repatriations included the return of all the UK citizens who died in the South Asia tsunami. Tony is continually involved in the consequences of disasters around the world, including the 9/11 and 7/7 bombings, travel disasters, extreme weather emergencies and overseas hostage situations.

Editorial Blog The article about a norovirus outbreak (page 6) makes for interesting reading. It (norovirus) thrives in relatively confined spaces, like cruise ships, and once it takes hold, the nasty little gastrointestinal illness can quickly wreak havoc, as the passengers (and crew) on the Royal Caribbean ship soon found out. It’s great to see that companies such as Squaremouth are out there advising on how assistance services in peoples’ travel insurance policies can help them. Talking of things that bring on stomach pains, nausea and vomiting (besides Stag and Hen trips), the ABI (Association of British Insurers) has been issuing advice and guidance in case of a no-deal Brexit (Argh!!!). There is a very real possibility that the EHIC could become redundant for UK travellers in certain European countries, and without a reciprocal healthcare arrangement in place, the liability for those medical costs previously covered by the EHIC would fall into travel insurers’ laps (see Page 1). That might put some pressure on bottom lines. Time to reach for the gin or the Prozac …. or both. One really does despair. Ian Cameron Editor-in-chief ian@itij.com

NEWS

Travel trends revealed Travel insurance comparison site Squaremouth has identified the top five biggest US traveller behaviour changes that it saw in its customers in 2018. The first trend noted by the site is that travellers have been spending less on trips. The site pinpoints the overall sluggishness of the US economy as a possible reason for the three-per-cent drop in overall spend on an average trip – the first time this has decreased in six years. However, more travellers in 2018 chose to protect their trip costs by purchasing travel insurance, and there was a 28-per-cent increase in cancellation-style policy sales. Another change in 2018 was that more US travellers holidayed within North America. OneCall-ITIJ195_ad.pdf 1 28/03/2017 16:15

NAIC adopts Travel Insurance Model Law On 19 December 2018, the US-based National Association of Insurance Commissioners (NAIC) adopted a Travel Insurance Model Law, a significant step in creating a solid foundation for the industry to respond to consumer needs in a clear and compliant way. In late 2015, NAIC created a Travel Insurance Working Group to develop a travel insurance model law that addresses issues raised by the NAIC’s Market Actions Working Group (MAWG). The US Travel Insurance Association (UStiA) supported these efforts, including those by the National Council of Insurance Legislators (NCOIL) to develop a travel insurance model, which was adopted by NCOIL in March 2017 and was the basis for the NAIC model. The UStiA commented on the latest move: “[We] strongly believe that regulatory clarity and transparency, and the establishment of a regulatory level playing field with uniform standards, is critical for the travel insurance marketplace – consumers and industry alike. UStiA supports regulatory standardisation and consistency across the industry in an effort to ensure that consumers are protected.”

After the US itself, the top destinations for US travellers were Mexico, Italy and Canada. Squaremouth points out that this may be because the cost to travel to these destinations has decreased by an average of five per cent over the last year. This year also saw travellers grow more and more concerned with the possible disruption of a trip by weather and natural disasters. The number of travellers who bought travel insurance in 2018 specifically for weather or a natural disaster increased by 13 per cent over the last year, while weather disruption overtook terrorism as the top trip cancellation concern. Despite these worries, travellers – especially

millennials – are heading to destinations that offer cultural and historical experiences over traditional locations. Travel to Egypt, Morocco and Japan all greatly increased over 2018, with a rise of 144 per cent, 73 per cent and 47 per cent respectively. There was also a 65-percent increase in the number of millennials travelling overall. Finally, Squaremouth charted the rise in popularity of cruise holidays. The number of travellers buying cruise insurance in 2018 rose by 22 per cent, continuing an upward trend for the sixth year in a row. The number of travellers aged over 70 taking cruises has also doubled since last year, followed closely by baby boomers, gen X and millennials.

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NEWS

Winter sports not covered as standard

Overseas employees require duty of care According to recent research from global health service company Cigna, more than two-thirds of mobile workers are dissatisfied with the time they have available to spend with family. The study found that 72 per cent are unhappy with the amount of time available to spend with family, while almost one-quarter (24 per cent) of those who are single or living alone suffer from loneliness.

UK newspaper The Telegraph has reported that fewer than one in 10 single-trip travel insurance policies cover winter sports as standard. This is according to analysis of almost 1,100 deals by ratings service Defaqto and means that travellers should not assume they will be covered. Defaqto found that only seven per cent of single-trip policies and 17 per cent of annual policies automatically provide coverage, while 11 per cent of the former do not offer any cover for winter sports at all. The research

also discovered that one-third of policies would not cover travellers for a lost ski pass, while only 29 per cent would pay more than £30 for each day lost to piste closures. “Winter sports holidays can be much riskier than a standard beach holiday as you are more likely to get a serious injury or damage expensive ski equipment,” said Brian Brown from Defaqto. “If you are planning a winter sports break, it’s vital you check your insurance covers you for this just in case the worst happens.”

Further findings from the Cigna 360° Wellbeing Survey – Globally Mobile Individuals were that people working overseas worry more about their own and their families’ health and wellness than those who reside in their home country, while more than three-quarters (76 per cent) reported that they cannot adequately take care of their children’s various needs and wellbeing. Only 42 per cent of respondents said they felt their employer offered them adequate duty of care, with 40 per cent not in receipt of any medical benefits by their company. Phil Austin, CEO of Cigna Europe, highlighted the importance of employers being aware of the needs of their employees. “While working overseas has its benefits, the reality of life in a new country can be an emotional upheaval,” he said. “Working practices are different, not to mention the cultural, lifestyle and language changes, which can make coping with life’s challenges more difficult. Our findings show a deep insecurity about family health and wellbeing, coupled with social isolation and increasing loneliness, which is exacerbated by the loss of a support network. It’s imperative that employers pay attention to the needs of their globally mobile employees and, as a health partner, we remain committed as ever in delivering solutions to tackle this.”

Norovirus – are cruisers covered? A Royal Caribbean International cruise ship was recently forced to return home early after almost 500 people on board were struck down by a gastrointestinal illness A company spokesperson originally said that 277 passengers had fallen ill, but this number increased to 475 a day later. Travellers on the ship started feeling unwell after it departed from Port Canaveral in Brevard County, Florida, on Sunday 6 January. It was scheduled to sail through the Caribbean before returning to Florida on Sunday 13 January; however, it docked a day early due to the norovirus outbreak. Norovirus is a highly contagious type of gastrointestinal illness that can be easily contracted from an infected person, as well as by touching contaminated surfaces or eating or

drinking contaminated food and water. Symptoms include stomach pains, nausea and diarrhoea. The cruise line said that passengers will receive a full refund.

CMY

The travel insurance angle In the wake of the outbreak, USbased travel insurance comparison site Squaremouth has offered some advice for holidaymakers concerned about the potential impact of such an outbreak on their travel plans “Norovirus outbreaks on cruise ships affect cruisers and their itineraries regardless of whether they fall ill or not,” explained Jenna Hummer, a spokesperson for Squaremouth. “Travel insurance can help travellers in either situation, both covering illness-related medical costs and travel costs to return home early in the event a cruise is cut short due to the outbreak.” Squaremouth has advised passengers

that, for example, were they to become sickened with the pesky norovirus bug during their cruise, they could be covered for any resulting medical expenses under the Emergency Medical benefit contained within their travel insurance policy. Likewise, should they need to debark early, Medical Evacuation benefits could

Norovirus is a highly contagious type of gastrointestinal illness potentially cover their transportation offship, and even stretch to a return journey home if deemed medically necessary. Should a cruise be cut short due to an outbreak, travel insurance can also cover passengers having to head home early, Squaremouth advised. Some operators may refund all or some of the money paid for a cruise in this situation, but Trip Interruption coverage will be of use

here, potentially offering reimbursement for unused trip costs; this could include missed nights at sea and any pre-paid excursions included as part of the cruise package, as well as any expenses required to get a passenger home early. However, Squaremouth warns, travellers labouring under the common misconception that they can cancel a trip in advance out of fear they might contract norovirus will be disappointed – at least under standard Trip Cancellation coverage. Should they take out Cancel For Any Reason coverage, they could still cancel and be reimbursed due to fear of getting ill. We at ITIJ salute Squaremouth for its tireless campaign to inform the travelling public about what is and isn’t covered – and we look forward to the time hundreds of years from now when the information has finally sunk in.

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NEWS

A new way to fight healthcare fraud Writing exclusively for ITIJ, the HI Counter Fraud Group announces that it is now open to the world, and explains the beneﬁts of membership The global cost of health and travel related fraud runs into the billions of euros annually. But while many detected frauds are low level in terms of complexity and cost, it is becoming increasingly evident that more are instigated and executed across borders, incorporating multiple participants and with the likely involvement of organised crime. The HI Counter Fraud Group (HICFG) began life as a representational trade association in the UK whose objective was to address matters relating to the detection, management and prevention of fraud. There was little awareness of healthcare fraud in the UK until about 2000, when the National Health Service (NHS) Counter-Fraud and Security Management Services began highlighting cases of fraud and obtaining prosecutions. The goal back then remains the same today – to prevent and detect fraud within healthcare. In 2018, HICFG cemented its association through the creation of a not-for-profit limited liability company and took the decision to broaden the fight and invite members from travel insurance, international private medical insurance and managing general underwriters. Membership is now open to companies from around the world. HICFG recognises that fighting fraud will be more successful when not constrained by geographic boundaries. We desperately needed a way to record and collate not only proven fraud but also those cases with strong suspicions that were under investigation. We all know that a fraudster will not just hit one company, so how could we communicate with one another? We needed a tool that would work on a global level.

Collaboration is key The HICFG Steering Committee members took the decision to collaborate and fund

Fighting fraud will be more successful when not constrained by geographic boundaries the database development and selected Shift Technology from a thorough tender process. Over several months of close collaboration, a brand-new database was built, which works on an international level, is compliant, secure and easy to use. This database differs from others because of a number of key features: • It allows us to shine a light on medical providers who are committing fraud through various mechanisms. • It allows us to share our local geographic

knowledge of our domestic suppliers. • We can look at private medical and travel assistance claims. • Through the database we can collaborate easily with one another in a safe and compliant fashion, allowing easy identification of the emerging fraud groups and rings. Mission statement The structure of HI Counter Fraud Group has also been developed

The structure of HI Counter Fraud Group has been developed to promote fraud awareness amongst its membership and organisations to facilitate the following: • To promote fraud awareness amongst

its membership and organisations. • To create good practice antifraud cultures by encouraging and promoting anti-fraud strategies for its membership to utilise. • To share best practice between its members for fraud prevention, investigation and detection. • To provide a platform for counterfraud intelligence sharing. • To provide a network of contacts for members and similar minded organisations. • To establish sound working relationships with similar fraud forums in the UK and overseas. • To formulate strategic alliances by collaboration with relative consumer, law enforcement, regulatory and charitable bodies. In order to ensure maximum compliance, HICFG has created a suite of documents that accompanies the membership of the organisation. These include: • The legal basis for the data sharing carried out by HICFG. • Confirmation of the structure and governance for HICFG. • The procedure for disseminating intelligence fairly, consistently, legally. • Standards to ensure intelligence sharing is relevant, of appropriate quality and not excessive, and compliant with the Data Protection Act 2018. • Prescribing the obligations of each member company. • Prescribing the obligations agreed in SHIFT Technology and HICFG agreement. HICFG is structured very simply with a Board of Directors and a managing Steering Committee. It is a not-for-profit organisation, existing for the good and benefit of the membership. The more members, the more case submissions, the more savings. First-year cost of joining starts at £1,000. For more information and guidelines, or to contact us to enquire about membership, please go to our website at hicfg.org.uk.

NEWS

MARM ASSISTANCE

SINCE 1986

HAF Hospital Assesment and

• •

Audit Process in Medical

•

Assistance Companies E: marm@marm.com.tr P: +90 216 560 0 724

• • • For a medical assistance company, it is very important to know the condition and capabilities of the medical facilities that you work with, or possibly will work with in the future. This helps you to choose your preferred service providers so you can carry out effective cost containment and serve your customers better. In order to obtain such information, Marm always gives priority to its hospital assesment and audit process. We have created a written policy and medical assesment forms for this process and apply it to our medical service providers regularly. During our audit process, we assess the following: •

•

• •

Legal information, documents, accreditation certificates and goverment assesment score Location and accesibility of the facility (how far to the airport, helipad avalibity and the other transportation alternatives) Quality of international patient department Quality, condition and capacity of medical treatment units, laboratory,

www.marm.com.tr

radiology, operation rooms, ICU, emergency department, etc. Therapeutic methods offered Number and proficiency of the medical staff; number of beds Condition of other supporting departments of the facility, such as the kitchen, laundry, morgue, prayer room, etc. Archive and medical records system Sterilization and infection control process General statistics of the facility, such as number of patients and mortality rates

We also keep a list of the hospitals that have JCI accreditation so we can provide such information when required by our

customers. We believe that to make an efficent hospital assesment and audit, regular on-site inspections are crucially important. We have a large number of facilities around the world that we apply this audit process to, and we make regular visits to them according to file numbers, volumes and necessity. Cost effectiveness is one of the main aims of this process. While conducting our

audits, we try to understand the hospital’s cost effectiveness and match this with our customers’ needs effectively. In addition, knowing the hospital’s capabilities helps us to validate its costs during the cost containment process. As an example, if a small clinic says it has hospitalized a patient for 2 nights, but we know that it doesn’t have the legal permission to do this, we can easily reject the clinic’s invoice for this service. This is also applicable for advanced laboratory and imaging tests. Thus, potential frauds are prevented. As such, price policy and the facility’s price behaviour for medical treatments are some of the key factors that we look for. Making a proper hospital assesment as per the above ensures patients are referred to a facility where they will receive optimum service that is in line with their medical needs. Our experince in auding hospitals in this way enables us to carry out such an assessment even if treatment has already started in a facility with which we were previously unfamiliar. Resultantly, we can recommend that a patient is transfered to an alternative medical facility or repatriated instead of continuing at the treating facility, if this is deemed a better course of action for the patient. We care about the patients. Therefore, obtaining the best service from a facility is the most important thing we look for. We should put ourselves in the position of both the patient and the insurer when recommending a facility to our customers. Accordingly, our audit process, which is prepared and carried out by experienced specialists and medical staff within our company, together with our experience, ensures the best possible service for our customers.

NEWS ANALYSIS

COMPULSORY COVER Is mandatory travel insurance a burden or beneﬁt? asks Milan Korcok

n 2017, Thailand’s Ministry of Tourism and Sports floated the proposal that foreign tourists be required to have travel insurance to protect state hospitals from losing some three billion baht (approximately US$88 million) annually in unpaid medical bills left behind by foreign visitors. The director of tourism insisted: “We need to push this through (to the nation’s cabinet) as soon as possible because the problem is becoming more serious.” They’re still pushing. For a nation that thrives on tourism (1.78 trillion baht, or US$50 billion, in 2017), any potential impediment to such a source of revenue is bound to be resisted – or, if not resisted, very aggressively justified. Across the Pacific in Ecuador (including the Galapagos Islands), the Ministry of Health announced early in 2018 that travel insurance would become mandatory in February; then in May; then in July. But with lawyers and the tourism industry raising questions about coverage requirements, documentation inspections, changes to visa rules and other technical minutiae, implementation of the mandate remains murky. Similarly, in Egypt (plagued by a healthcare infrastructure sorely in need of funding, and troublesome publicity following the deaths of a British tourist couple from alleged stomach ailments at a popular resort), media reports indicated that the Financial Regulatory Authority was conducting a study of mishaps involving tourists that would be used to determine the value of premiums and collection methods prior to a possible mandating of travel insurance for all incoming tourists. After a series of conflicting reports about when or even if such a requirement would be imposed, the Ministry of Tourism announced that there were no ‘immediate plans to introduce mandatory

travel insurance for tourists coming to Egypt’. Coincidentally, the announcement came as Egypt was beginning to see a resurgence in tourism, which had plunged from 14 million visits in 2010 to 5.3 million in 2016 but was expected to see up to eight million tourists arrive in 2018. On the other hand, Cuba, which is equally if not more dependent on tourism,

keel, the only reversals being temporary and due primarily to a spate of hurricanes. Balancing the need for tourists’ revenues while tolerating their bad debts for expensive medical services can be stressful for international relations. But when push comes to shove, it has to be dealt with – sooner or later.

Cuba had few hesitations about mandating proof of travel insurance for its visitors – business travellers as well as tourists – in 2010 had few hesitations or publicly stated rationalisations about mandating proof of travel insurance for its visitors – business travellers as well as tourists – in 2010. And it specified that if tourists could not offer proof of private coverage sufficient to cover their stay, they would have to buy insurance from Cuban companies at the point of entry. No coverage, no entry. Cuba’s government even went so far as to warn Canadians (the country’s largest supplier of tourism) that though their provincial government health insurance cards would suffice for official entry purposes, they had best be prepared to pay in full for any and all medical services charged by local providers as a condition of being allowed to leave the island. The Cubans were clearly aware that Canada’s government plans paid only a minute share (10 per cent at most) of any foreign medical bills submitted, and they preferred to put their trust in private insurers’ products. Since then, Cuba’s tourism industry has remained on an even

Half measures In 2015, the UK’s National Health Service (NHS) revamped its payment rules for visitors to try to recoup some of the £500 million it had lost over time for covering migrants, visitors and former residents who had left. The changes mostly affected people who lived outside the European Economic Area, including former UK residents, and they resulted in charging anyone who did not have personal insurance 150 per cent of the NHS national tariff for the care they received. For many who couldn’t or wouldn’t pay for those hospital tariffs, the NHS advised: “If you cannot pay in advance, the hospital will ask for a written undertaking to pay. If you cannot provide proof that you can

The UK has still not gone so far as to require all visitors to show proof of travel insurance as a condition of entry afford to pay, treatment will be refused, and you may be offered the chance to be treated privately.” So there. Despite this, the UK has still not gone so far as to require all visitors to show proof of travel insurance as a condition of entry. Neither has Canada, despite the growing deficits being absorbed by general hospitals and physicians

for unpaid services to foreign visitors, many of them ageing parents, grandparents or more distant relatives taking advantage of that nation’s high-quality services. In British Columbia, the Vancouver Sun recently reported that between 2012 and 2017, regional health authorities that administer government-run hospitals had collected CA$334 million dollars from non-residents of Canada; yet in the same period $75 million in unpaid hospital and ambulance bills went uncollected. Dr Charles Shaver, a general internist in Ottawa, recently wrote in an online healthcare publication that many Canadians were arranging for parents, grandparents and other relatives – many with pre-existing conditions such as diabetes, hypertension and cardiac disease – to visit with them for weeks or months, despite the fact that their conditions precluded them from qualifying for most travel insurance. He wrote that he had worked with a single mother in Ottawa who was caring for her uninsured father from a small Caribbean country. He kept his cardiac investigations to a minimum, not ordering a repeat echocardiogram, keeping costs down as much as he could, in effect replicating an experience that ‘likely occurs quite often’ for his colleagues in larger cities, he said, ‘especially those who are asked to see patients in emergency departments’. He noted that: “While potential patients who are visiting Canada need to be assured of medical care, and their relatives should not face extremely high physician and hospital charges for a critical illness, physicians deserve fair and prompt payment as well.” Additionally, he warned: “After being without a contract (government sanctioned fee schedule) for over four years, and with major fees cuts and income clawbacks, Ontario MDs are certainly in no mood

NEWS ANALYSIS to offer their services free to visitors.” As for the US, though it warns its own outbound travellers and those entering its borders of the value of travel insurance, it is not expected any time soon to require visitors to have travel insurance, as it is one of the few developed nations that doesn’t even require its own citizens to have, or to pay for, domestic health insurance. Mainstream Americans are serious (some may say obsessed) about their freedom NOT to buy something they don’t wish to buy. It’s what keeps America from being able to carve out a universal healthcare system. Where is travel insurance mandated? To date, a search of the official travel warnings and advisory services of the UK’s Foreign and Commonwealth Office, the US Department of State and Canada’s Department of Foreign Affairs and Development, as well as host country government websites, confirms that Latvia, Estonia, Lithuania, Belarus, Bulgaria, the Czech Republic and Slovakia specifically require documentary proof of private travel insurance sufficient to cover emergency medical services (in most cases up to at least the Schengen Area’s €30,000 threshold) as well as repatriation benefits. In other countries – Russia, for example – the process of obtaining a visa can be time-consuming and grueling. And though there may not be a specific requirement for private travel insurance coverage stated on the official Russian government website, if travellers expect to get visas, they will find this admonition in the fine print: ‘medical insurance valid in Russia and fully covering the period of the first trip’ is required. Similarly, travellers to China may not

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be specifically warned that they need travel insurance with medical and repatriation benefits to earn visas, but they will find that their tour companies are responsible for having insurance to cover any medical emergencies encountered by their customers. And then there is Schengen A further twist that often leads travellers astray is the misleading warning that because the Schengen visa covers all of its 26 members (and proof of travel insurance is required to get the visa) all travellers to Schengen countries need to have acceptable travel insurance. However, travellers from the US, UK, Canada, Australia, New Zealand and up to 60 other countries are exempted from the need to have a Schengen visa to travel to any of its member countries. They only need to abide by the rules of each individual country. Travellers from all other countries, e.g. Russia, Cuba, China, Jamaica, Saudi

Latvia, Estonia, Lithuania, Belarus, Bulgaria, the Czech Republic and Slovakia speciﬁcally require documentary proof of private travel insurance sufﬁcient to cover emergency medical services Arabia and 97 others, must have a Schengen visa to visit one of its member countries, and that visa is of itself proof of travel insurance. Though virtually all government travel advisory services advocate supplementary

coverage for their residents journeying abroad, there remains a substantial disconnect when it comes to implementing yet another barrier and cost to incoming visitors. But according to some proponents of mandatory travel insurance, there are also some positive elements that need to be elaborated. Jeff Pudwell, President of 21st Century Travel Insurance Ltd, and Chairman of the Visitor to Canada committee of the Travel Health Insurance Association, told ITIJ that in his committee’s discussions on this topic to date, there has been broad support for the idea of making some amount of coverage mandatory for visitors to Canada. “We’ve

all seen the claims; we’ve seen how quickly costs can escalate when a visitor ends up hospitalised with a serious medical condition,” he emphasised. “If proper insurance is in place, our claims payments help support hospitals and doctors in Canada, and insurance payments for services provided to non-residents inject significant funds into the coffers of Canadian hospitals. These are the same facilities that always seem to be scrambling to raise funds in their communities for the purchase of equipment that (government’s) global funding schemes don’t support.” Pudwell further asserts that if the visitor has no insurance, ‘it’s very likely that the hospital will be left with unpaid or underpaid bills and that creates a huge cost for the facility’. “Likewise,” he said, “doctors are left unpaid for time they might otherwise have spent treating residents of Canada (paying customers). I believe that if insurance was mandatory, the increased market and premium volume would generate a reliable revenue stream that would lead insurers to adapt and respond in more creative ways to the demand for pre-existing condition coverage. I know from our discussions with representatives from regulators that this is what they see as a big missing piece of the puzzle when it comes to solving the challenge of uninsured visitors.” For travel insurers, satisfying regulators is no bad thing. Satisfying competing governments is no easy thing. Burden or benefit, implementing compulsory travel insurance is no sure thing. ■

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COMPANY BRIEF

Tune Protect partners with DoctorOnCall Tune Protect Berhad (Tune Protect) has announced a new partnership with DoctorOnCall. The online medical consultation platform will now provide the first ever complementary medical consultation service to Tune Protect’s Malaysian policyholders. Customers will be able to use web chat, video calls or phone calls to schedule consultations with qualified medical practitioners any time between 8 a.m. and midnight, from practically anywhere in the world. Medical conditions can be diagnosed, treatments recommended, and electronic prescriptions issued where necessary. Or, alternatively, policyholders with the Tune Protect Travel Protection Plan will be able to request that medications are delivered directly to them.

Berkshire Hathaway launches WaveCare Travel insurance provider Berkshire Hathaway Travel Protection (BHTP) has announced the launch of a new product that has been specifically developed to cater to the requirements of cruise travellers. WaveCare provides up to US$750,000 in medical evacuation coverage – BHTP’s highest limit – as well as up to $75,000 in emergency travel medical insurance; a fixed benefit of $500 should a traveller be confined on board ship for longer than five hours due to the cruise ship being disabled; trip cancellation, interruption, delay, missed connection and baggage protection; and a pre-existing condition waiver if coverage is purchased within 15 days of the initial

trip deposit date. Round-the-clock global travel assistance is also included. “This product is expressly designed for the fastest growing sector of the industry, cruising,” commented BHTP’s President Dean Sivley. “Our comprehensive solution provides cruisers with higher medical and evacuation coverage limits for their trip and introduces BHTP’s innovative fixed benefit in the event that the cruise is disabled along the way.” Additionally, BHTP has announced a series of enhancements to its AirCare product, a fixed benefit insurance solution for air passengers. It now includes late night delays and flight diversions.

US expansion for Trov Trov, an insurtech firm specialising in ondemand insurance coverage, has expanded its offering to include four additional US states. The firm, which is backed by Munich Re, received regulatory approval to sell its on-demand product in 23 states in the US in July 2017; from this year, it will also be able to sell its offering in South Dakota, Nevada, Delaware and Wyoming. Trov, which also recently launched in

Australia and the UK, provides tailored insurance technology for companies working in the mobility space; this includes self-driving vehicles and ride-share services. Customers are enabled to purchase insurance for very specific time periods via smartphones; coverage can be turned on and off with one swipe, and the app also includes the provision to file claims.

Travel partnership for Allianz and GoEuro Allianz Partners has announced a new partnership with GoEuro, an online booking platform for travel by train, bus and plane in Europe. Through the partnership, Allianz will offer travel insurance in case of cancellation, baggage loss or missed connection to the platform’s customers. Initially, the insurance offering will launch to GoEuro’s Spain, France, Germany and Italy-based customers, with plans to extend to other markets as the year goes on. By joining forces in this way, according to Allianz Partners, GoEuro is demonstrating its commitment to both improving the travel booking experience for its customers and continuing to help them after they have booked their trip, maintaining the relationship and providing extra care. It also shows Allianz’s strategic intention to partner with smaller, innovative companies that are disrupting established models and providing consumers with the smarter,

more responsive services that they desire. Allianz Partners and GoEuro plan to expand their partnership, both in terms of geographical coverage across Europe and internationally, and in terms of the range of products and services on offer. “GoEuro allows travellers the ease of making all bookings on one single platform, and now with additional peace of mind. Allianz Partners is proud and excited to support GoEuro in its international growth, and to partner with such a dynamic and ambitious digital player,” commented Elodie Hadengue, Global Business Development Manager for Travel at Allianz Partners. Chris Hall, Regional Director at GoEuro, meanwhile, said: “We know travel booking, and sometimes travel itself, can be stressful, so we’re pleased to be working with such a globally renowned and experienced business as Allianz Partners to offer added protection to our customers.”

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COMPANY BRIEF

Wapic launches travel cover in Nigeria Wapic Insurance, headquartered in Lagos, Nigeria, has launched a new travel insurance product for the local market that includes cover for medical repatriation and the repatriation of mortal remains. With different price points for different age groups, the cost of the policy is also determined by duration of trip and destination. Commenting at the launch of the product, Wapic’s Manging Director Adeyinka Adekoya said: “Before we decided to launch this product, we had observed over time very little or no awareness of travel insurance and its benefits … the idea is to increase product awareness and patronage and, also, to elicit interest and ongoing debate in the public domain about the relevance and importance of travel insurance for the protection of life and personal property.” She explained that the new policy will be sold direct to consumers through the company’s digital platform, as well as through partnerships with other entities such as travel agencies and airlines.

Verisk offers pre-ex underwriting help Data analytics provider Verisk has announced the launch of Black Box 3 in Canada, Europe, Australasia and Asia. The new solution has been designed to aid insurers when making underwriting decisions related to the risks posed by travellers who have pre-existing medical conditions. It is the third iteration of the Black Box series, which was first launched back at the turn of the century. Customers wishing to take out insurance coverage complete a ‘simple, intuitive declaration’ of their medical condition or conditions, and Verisk’s solution analyses the responses using a bespoke algorithm, generating a risk score that can be incorporated into an existing underwriting

strategy. Verisk claims that Black Box 3 can calculate the likelihood of a cancellation claim arising, and score customers based on likely medical expenses and repatriation risk, among other criteria. In addition, the new version of Black Box includes a ‘Screening Lite’ feature, which offers a reduced questionnaire for customers travelling to low-risk destinations for shorter periods with reduced lead times. “The integration of the Black Box technology has allowed us to process millions of risk assessments each year,” commented Ian Rogers, Managing Director of CYTI, a website that powers UK-based price comparison site MoneySupermarket’s travel insurance

proposition. “It’s an invaluable resource. We’re excited about the new and improved version and how it can help us going forward.”

MEDFLIGHT

Tanzania launches travel cover The Tanzania Insurance Regulatory Authority (TIRA) has teamed up with several different local insurers, including Bima Time and Jubilee Insurance, to launch a new travel insurance scheme for local nationals travelling on buses. Dr Baghayo Saqware, Commissioner of Insurance for TIRA, said at the launch of the scheme that it had been designed to protect passengers and their families ‘in the event of a mishap’, and that the challenge for the industry now is to build awareness of the products and their benefits. There are three levels of insurance available, all offering differing levels of cover for different prices.

INSURANCE MATTERS

Insurance customers feel undervalued According to recent research from customer benefits and loyalty firm Collinson, many insurance customers are unhappy with the treatment they receive from their insurers In particular, customers are not receiving the personalised experience that they increasingly crave, and according to Collinson, this is jeopardising loyalty. The survey, which took in responses from more than 2,000 UK consumers, found that only 19 per cent felt that their insurer valued their loyalty and rewarded it in kind. Thirty-five per cent said that they regularly received offers or loyalty initiatives that were of no interest to them, while 34 per cent said that they often received communications they described as ‘pointless’. Thirtyone per cent said that they frequently received communications that were not personalised in any way, and only 24 per cent said that they believed their insurers saw them as individual people, rather than as numbers. Interestingly, even though these numbers look far from positive, only 21 per cent of respondents said that they were likely to switch insurers because they don’t feel valued, while only 15 per cent said that lack of personalisation would drive them to switch. However, it is unknown exactly why this is the case. Further research commissioned by Collinson and undertaken by Forrester Consulting indicates a deeper problem;

25 per cent of decision makers at financial services institutions do not have a deep understanding of what

Consumers are choice-rich and savvy and the balance of power has shifted in their favour makes their customers loyal. And while 66 per cent say that improving customer loyalty is a priority over the next year, that still leaves 34 per cent that are

not prioritising the issue. Even more concerningly, 53 per cent said that they are not collecting enough data to build a clear picture of their customers. “Consumers are choice-rich and savvy and the balance of power has shifted in their favour. They understand their worth and expect to be rewarded for their loyalty with highly relevant and personalised experiences. It only takes one bad experience to undermine customer trust. By failing to understand what matters to their customers and to treat them as an

individual, insurers are effectively sending them into the arms of a competitor,” said Steve Grout, Collinson’s Director of Loyalty. “Given the depth of customer data available and the proliferation of tools to analyse and mine that data, it’s disappointing that so many insurers are taking such a blanket approach to loyalty in 2018. Insurers urgently need to raise the bar on their approach to loyalty – so many are apparently flying blind in an age when customers have more power, choice and higher expectations than ever before.”

Extreme weather costs NZ insurers New K&R offering Recent data from the Insurance Council of New Zealand (ICNZ) illustrates the impact of extreme weather events on the insurance sector According to the figures, insurers in New Zealand spent over NZ$226 million over the course of 2018 helping customers to recover from such events, making 2018 the second most expensive year for severe weather incidents since 1969. A total of 33,064 claims were filed throughout the year, costing $226.4 million, and Tim Grafton, Chief Executive of ICNZ, said that the intensity of the year’s weather and the resulting financial impact should be a wakeup call: “To have two years in a row in the three most expensive years on record is an indicator of the increasing frequency and intensity of storms in New Zealand,” he said. “This is in large part due to the impacts of climate change. It’s critical New Zealand adapts to the changing climate; it’s impacting on our communities and it’s impacting on our economy.” He cited a recent report from the New Zealand Treasury which suggested that

in the decade leading up to 2017, climate change-induced drought alone cost the country $720 million in economic losses; this suggests that the losses from flooding, severe weather and other climate change effects ‘will be much greater’: “These impacts can only increase the longer we fail to adapt.” Grafton went on to cite new research from New Zealand’s National Institute of Water and Atmospheric Research, which found that there are 125,600 buildings in New Zealand, and $38 billion of replacement costs, within 0-1

The sooner we adapt to our changing climate, the less adaptation will cost us

Specialty insurer Brit has announced a new partnership with crisis law firm Schillings Critical Risk, through which the companies will develop a comprehensive insurance package covering kidnap and ransom (K&R). Brit said that the partnership had been entered into as a response to the increasing threat of kidnapping for travelling employees, as businesses send more and more employees into ever more dangerous locations, exponentially upping the risk to which they are exposed. The company cited statistics suggesting that there could be as many as 30,000 incidences of kidnapping for ransom every year globally, with thousands of these involving foreign nationals.

CMY

The team that will develop the package will be led by Stephen Quinton, supported by John Chase of Schillings Critical Risk, who has decades of experience in kidnap for ransom, extortion, blackmail, hijacking, illegal detention and related risks. “Crises happen with more frequency and with more long-term repercussions than ever before,” said Rod Christie-Miller, CEO of Schillings. “With over 35 years’ experience as an international issues and crisis law firm, this joint partnership will ensure that we continue to protect clients from the reputation, privacy and security threats of today, as well as the issues and crises of tomorrow.”

metre of sea level rise. Concerningly, it is near certain that sea levels will rise by between 0.2 and 0.3 metres over the next two decades. “With these sea level rises come increasing risks from storms and coastal inundation,” said Grafton, “as well as the increased risks of ever higher water tables and sunny day flooding.” It is imperative, he said, that people’s concerns about climate change are converted into concrete action such as improving infrastructure, moving properties away from coastal areas and floodplains, and making sure that new builds are more resilient in the face of climate breakdown. “The sooner we adapt to our changing climate,” he concluded, “the less adaptation will cost us and the less we will be impacted by the increasing frequency and severity of storms.”

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Zurich announces insurtech finalists Swiss insurance company Zurich Insurance Group has announced the eight finalists that will go through to the final round of its Innovation World Championship The global insurtech competition saw more than 450 insurtech startups from 49 countries enter the ring in the hope of winning financial and marketing assistance from Zurich to bring their unique individual offerings to market. The finalists were: Zesty.ai from the US, which utilises machine learning to model catastrophic and attritional loss events for property insurance purposes; Canadian startup Chisel, which applies AI and natural language processing to insurance documents and other unstructured data sources; Nubihome, an Argentinian company that analyses customer data collected from smart devices; Colombian LifeNome, which produces personalised wellness programmes based on DNA analysis; Shayp from Switzerland, which assesses water loss from homes, buildings and infrastructure so that insurers and maintenance personnel can be alerted; Portuguese Habit Analytics, an analytics program developed for Internet of Things

app for smart watches that tracks biometric data, looks for signs of stress and provides the user with calming exercises accordingly. “The ZIWC startups presented truly ground-breaking ideas and technologies in all four corners of the world,” said Zurich. “In the area of digital health, we have been presented with a consumer smart watch initiative to help people experiencing mental stress or to provide personalised lifestyle recommendations. Furthermore, we have seen how through the latest advancements in computer vision and deep learning on over one hundred billion data points on residential and commercial properties, key risk factors for loss events can be modelled. And even an inspiring, ambitious goal to save 100 billion litres of water by 2020, complimenting our flood resilience programme. “The eight startups, with products and services that could help to revolutionise Zurich’s business, are due in Zurich at the end of January for the final Global Round, when they pitch their ideas to global executives and stakeholders. We plan to announce the three well-deserved winners of our inaugural global startup tournament on 30 January, and wish our eight finalists the best of luck as they enter the Global Round!”

devices in order to aid in underwriting and improve customers’ insurance experience; Vymo, an Indonesian startup that provides a virtual personal sales assistant to aid sales representatives; and Soldier.ly, an Australian

Arch completes UK acquisition Arch Insurance Europe has completed its acquisition of the UK Commercial Lines business owned by The Ardonagh Group and part of its Geo Underwriting operating segment. The acquired business, which generated more than £150 million in gross written premiums (GWP) in 2017, will become the newly formed Arch UK Regional Division,

The acquired business generated more than £150 million in GWP in 2017 focused on commercial property, casualty, motor, professional liability, personal accident and travel. According to Arch, the acquisition forms part of its strategy to grow its regional UK presence and expand its retail distribution network’. Matt Shulman, President and CEO of Arch Insurance Europe, commented: “We are pleased to have completed the acquisition of Geo’s commercial lines business and are excited as we welcome another team of high-quality underwriting and distribution professionals.”

Insurers must act on ‘cyber confusion’ Cyber|Decider, a cyber insurance comparison engine based in the UK, has warned that a failure to standardise the wording of cyber insurance policies is causing confusion for both brokers and customers and blunting the sector’s growth. Insurers, it warns, need to be pro-active in this area, and Cyber|Decider proposes that industry terms should be standardised as a matter of urgency. Cyber risk is rightly seen as one of the most concerning areas for insurance and financial services firms, and demand for insurance coverage against cyber-related events is growing. However, because of a lack of standardisation in the wording of terms, Cyber|Decider warns that customers are unsure of what is available. For example, the comparison engine points out that ‘network expenditure’ and ‘data restoration costs’ are very different terms for the same thing, while the term ‘computer’ includes ‘industrial control systems’ in some policies, but not all. In other insurance lines, underwriters tend to use standard terms in order to avoid confusion and keep things concise and clear. Insurers in the cyber arena, unfortunately, have been reluctant to follow

this procedure due to what Cyber|Decider calls a ‘misinformed’ belief that sharing agreed standard policies is both anticompetitive and potentially illegal. “Clients are missing out on getting the right cover because cyber insurance is an area that causes brokers confusion and insurers have done little to rectify that,” warns Neil Hare-Brown, CEO of Cyber|Decider. “When you combine confusing policy wording with the tech jargon around cybersecurity, you are creating an off-putting combination for many brokers.” Lawyers, Hare-Brown claims, have scared insurers into believing that the implementation of shared terminology is anti-competitive, despite the fact that this is the accepted norm in other areas of insurance. But, he insists, using confusing and off-putting language is handicapping cyber insurance, erecting major barriers to both brokers and clients, and it is essential that underwriters be made aware of just how big an issue this is. The upshot, currently, said HareBrown, is that many brokers will simply offer a blanket policy, whether or not it is the best one for the needs of

CMY

the individual customer. This means that fewer policies will be sold, and clients will receive lesser protection. “It is time to break this barrier,” he concluded. “Cyber|Decider is calling on the insurance market to use forums, including the Cyber Insurance

Association, to discuss solutions to this growing problem and open the market up to new customers.” Cyber|Decider has proposed a set of standard definitions of cyber insurance terminology for use by underwriters, which can be viewed on its website.

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INSURANCE MATTERS

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INDUSTRY VOICE

Blockchain for insurance in 2019: beyond the back office

While the banking sector’s quest for modernisation was a major early driver behind the growth in enterprise blockchain technology, insurers have not traditionally had such a healthy appetite for change. That is, until now, writes Ryan Rugg, Global Head of Insurance at R3 Over the past couple of years, insurers have migrated away from their conservative image, leveraging several emerging technologies, including blockchain, to rethink their current business models. One of the most significant technologies leading this digital transformation, blockchain is streamlining back-office processes and systems – and heading into 2019, insurers are accelerating their deployment of the most innovative use cases of enterprise blockchain technology yet. Laying the back-office building blocks Insurance companies face a complex web of challenges in today’s market. Regulatory demands are piling up,

fraudulent claims are commonplace, and the flow of data is ever increasing. Meanwhile, as digital technology permeates the financial services industry more broadly, customers expect a greater level of innovation than ever before.

Insurance companies face a complex web of challenges in today’s market Despite the growing demand for tailored products and services, insurers recognised that for transformation to be sustainable, it must begin in the back office. Legacy systems combined with patchwork solutions have perpetuated a closed-off information environment with data silos and resulting operational inefficiencies. Building customer-facing digital solutions on these crumbling foundations would have disastrous consequences. That is why, over the past two years, insurers have been hard at work behind the scenes deploying

cutting-edge enterprise blockchain platforms to overhaul and modernise their back offices. Integrating even just the foundational technology can have a huge impact on a company’s transparency, stability and efficiency. By taking the first step of moving its transactions onto a shared ledger, an insurer can potentially eliminate fraudulent and duplicate claims by logging each transaction in a decentralised repository. Instantly, an insurance company is able to verify the authenticity of a customer, policy or claim. This is a simple premise but a huge step forward for the industry. In addition, with the rise of the Internet of Things (IoT) and connected devices, blockchain provides an efficient and

These core benefits of blockchain technology are now being realised across the global insurance industry, with forward-thinking initiatives such as the RiskBlock Alliance and [ITIC Geneva 2018 contributors] B3i leveraging the power of collaboration to drive adoption and deployment. By moving to a model in which disparate parties such as insurers, reinsurers and brokers can share and store policy information in a cryptographically secure way, the industry has laid the foundations for the next phase of blockchain-enabled innovation. A convergence of technologies Insurers are acutely aware of the need

The potential efficiency gains [blockchain provides] for both the insurer and the insured are dramatic secure way to manage, share and leverage an ever-growing amount of data. Purposebuilt enterprise blockchain platforms like Corda overcome the challenges of traditional public blockchains by ensuring sensitive data is only shared with parties that have a need to see it in each instance. The potential efficiency gains for both the insurer and the insured are dramatic. Consider, for example, a reinsurer, insurer and broker consolidating their policy data and storing it on a blockchain – the underwriting and application process could be reduced from weeks or even months to near real-time, with no burden on each entity having to gather, reconcile and submit documents.

to evolve in order to stay competitive, and streamlining market operations with blockchain technology is freeing up precious capital and resources previously spent on auditing and administrative costs. Newly created roles such as chief digital officer and chief innovation officer are now commonplace across the industry, with firms vying to increase their market share by developing solutions that meet customers’ demands for innovation while increasing efficiency and profitability. Once data has been migrated to a blockchain platform, the potential to apply other technologies such as artificial intelligence (AI) to utilise this immutable, real-time information is vast.

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INDUSTRY VOICE Dynamic pricing is an example of an emerging blockchain-enabled innovation that benefits both the insurer and the customer, with broad-ranging potential across health insurance, car insurance, property insurance and beyond. Taking the case of shipping insurance, advances in technologies such as AI and telematics enable insurers to access detailed, real-time information about a ship’s location, age and condition. This means that if a ship enters pirate waters, its location data can automatically be updated on the blockchain and the insurer can make the necessary adjustments to its risk profile and policy pricing. The same applies to the inverse scenario – for example if a ship is young, in good condition and doesn’t stray from safe waters. Now consider that the ship is transporting refrigerated cargo, which is also insured. How does an insurer know whether a temperature spike is taking place in a crate at sea a thousand miles from its destination that could potentially destroy the cargo? Thanks to telematics, sensors in the cargo containers can communicate accurate information about temperature, humidity and atmosphere. This information can be updated in a smart contract on a blockchain platform in real time, enabling an automatic pay-out to the customer if the cargo is spoiled by high or low temperatures. This saves the insurance company time and money while providing the customer with a better experience. Dynamic pricing also has huge potential in the health insurance space. Health insurers require a vast amount of information about a customer’s medical history and lifestyle in order to

piece together a policy, and provision of false or inaccurate information is commonplace. Blockchain enables insurers to accumulate data from multiple

Insurers are acutely aware of the need to evolve in order to stay competitive verified sources with updates occurring in real time, allowing them to carry out more frequent risk assessments and customise pricing accordingly.

Usage-based insurance (UBI) is another innovation currently reshaping the car insurance industry. Many cars now come equipped with connected features or advanced driver-assisted systems, which are having a profound impact on the way auto insurers handle policies. Traditionally, car insurance policies have been based on driver characteristics like age, personal information and accident history. With UBI, insurers are able to incorporate driving behaviour data such as speed and hard braking that is updated in real time on the blockchain. In addition, telematics technology in the car can measure the time a driver spends on the road each day, opening up opportunities for pay-as-you-drive insurance policies that

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incorporate this data into a smart contract. A digital future These developments would be innovative in any sector, but when you consider that the processes underpinning the insurance industry have remained largely unchanged for hundreds of years, the evolution is even more dramatic. By harnessing the potential of blockchain to tackle back-office challenges headon, insurers have made the necessary investment to position themselves to take advantage of the myriad of opportunities and further efficiencies that blockchain – and its convergence with other new technologies – will deliver over the coming years. ■

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FEATURE

LET THE BUYER BE… AWARE

Do travellers know what cover they’re getting – and not getting – for their euros, dollars and pounds? Insurers and industry bodies tell David Kernek that improving consumer awareness could cut dispute costs and brush up the sector’s reputation for fair play

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ne of the things the Romans did for us that wasn’t mentioned in Monty Python’s Life of Brian was provide astute advice to purchasers: Caveat emptor – Let the buyer beware. Based on the probability that the seller knows much more than the buyer about the product they are selling, it leaves the purchaser to accept the risk that the merchandise might not be flawless or everything the vendor claims it to be. It’s a conundrum that remains with us 2,000 years later, and nowhere more so than in a travel insurance market that often presents buyers with a T&C document that, at 37,000 words across 60 pages, can be twice as long as a Shakespeare play. The scale of the consumer awareness problem was highlighted starkly in the findings of a Quantum Market Research survey commissioned by Australia’s Insurance Council (ICA) and the Australian Government’s Department of Foreign Affairs and Trade (DFAT) and published in July 2018. Researching the behaviours of Australians travelling to South-East Asia, it reported that: • 65 per cent engaged in risky activities, from excessive drinking and water sports to riding motorbikes and horses. • Of those with insurance, 58 per cent did not know for sure if their cover included motorbike and moped riding. • One in five travellers with pre-existing conditions had not checked to see if their insurance cover was adequate. • 52 per cent of insured travellers were not ‘very confident’ that they had chosen the best policy for their needs. • Of those whose destination had a ‘high degree’ travel warning on the DFAT’s Smartraveller website, only 39 per cent checked to see if their policy would cover them.

Kim Murchie, Co-Founder of Go Insurance in Australia, talked to ITIJ about a range of indicators that flag up low levels of consumer awareness. “The most obvious one is at point of claim. It usually manifests

Organising travel insurance is hardly the most exciting part of planning a holiday as disappointment or frustration expressed at the lack of policy response to the claim, when the response is limited by sub-limits or when elements of the claim fall outside the scope of cover provided. Unfortunately, some policyholders read the policy only at the time of making a claim or after they have had a claim denied. In such cases, although at the time of purchase they confirm having read, understood and agreed to the policy terms, they admit to not having done so.” Murchie said her company also sees a lack of awareness at point of sale, but that in the initial phase of the customer journey they have the opportunity to explore the customer’s requirements, answer questions and explain the scope of cover provided. “Often we experience an increased volume of queries following events such as extreme weather and terrorism which might have been widely reported in mainstream media,” she said. “In such cases, we see spikes in consumer enquiries around how our policy might or might not respond to these types of events. These questions come from both prospective customers and existing policyholders, so

in the case of the latter, this supports the notion that they either haven’t read the policy or have perhaps failed to understand it.” She says that if a policy isn’t able to respond to claims involving urgent medical treatment overseas or repatriation, some customers turn to social media to vent their disappoint or set up crowdfunding initiatives, or both. “A lack of consumer awareness regarding standard travel insurance provisions is often evident in these forums, with the insurer being unjustly vilified for not honouring the claim. Lack of awareness can also be seen in the number and type of referrals to external dispute resolution forums. Disputes are increasing, and there is consistency in the type of disputes being referred – denial of claim due to preexisting medical conditions, for example.”

She points to a number of reasons why consumers might not be aware of what they’re buying: “In some cases, there is general apathy towards reading insurance policies to assess the cover. Organising travel insurance is hardly the most exciting part of planning a holiday and some travellers just take the chance a policy will provide adequate cover. Some consumers consider all policies are more or less the same or don’t understand the specific risks which attach to their destination, health status or planned activities. Some just don’t appreciate what can go wrong and how they might be affected.” Others are intimidated by the size of an insurance policy and how it is worded, explained Murchie. While policies should now be written in plain English, she said, some contain legal and insurance

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jargon, which can be confusing. “With a multicultural society, we should not overlook the potential of language barriers. Australia has an ageing population and some older travellers are represented by younger relatives during the purchase process. This presents the potential of discord between the traveller’s insurance needs and the younger relative’s assessment of suitable cover.” Online purchase can also be a problem, she adds. “There’s no doubt that the ease and speed with which a policy can be bought online can impact negatively on the consumer’s awareness of what the policy covers. It is very easy to tick the box to confirm that you have read the policy, but very often this is not the case, with many consumers preferring to just buy without reading.” At InsureandGo in Australia, Head of Sales, Digital and Marketing Jonathan Etkind points out that the DFAT survey also found that 89 per cent of Australians travelling overseas had insurance cover. “This indicates that the majority of Australians are aware of the benefits of travel insurance and how important it is to ensure they are covered while away. However, the main area of awareness that needs improvement is for travellers to understand their policy inclusions in more detail, and make sure they get the right cover for their needs.” Buying online, he says, can be a help, not a hindrance. “The benefit of purchasing travel insurance online is that people can easily read the product inclusions and compare different types of policies in an accessible manner, which enables them to make the decision process simpler on what policy is best suited for their needs. As a result of the online space, many providers have been able to customise their cover to create more suitable

products for travellers, such as a policy for winter sports or cruise-specific travel.” Tackling the issues The challenge is to encourage buyers to be aware of what is and what is not included in the cover they’re purchasing, as Sarah Cordey, Communications and Campaigns Manager at the Association of British Insurers (ABI), explains: “The insurance industry is concerned about its reputation; it pays out millions in claims every day. But there is concern around people whose claims aren’t paid and who think they haven’t had the pay-out they should have received. Tackling that is about helping consumers to understand properly the products they’re buying. It’s very bad for both sides if you’ve got someone on the phone trying to claim for something they haven’t actually bought cover for. No-one wins in that scenario. It’s much better to try to address that upfront and encourage people to spend a bit longer thinking about the product they’re buying and make a more conscious decision about what they want included in the cover.” The ABI began tackling the problem head on in October 2018 when at its first travel insurance conference it unveiled the expansion of its consumer education initiative – The Insurance Experiments – to cover travel topics. Publicised by ABIfunded 20-second advertisements on Facebook and Instagram, it’s a stand-alone website featuring cartoon-like videos and information pages targeted at consumers who might not choose to go looking for it. “We have to accept that most people don’t find buying insurance very exciting,” Cordey told ITIJ. “Even though it’s very important, they want to get it done quickly. As an industry, we can’t just make it the job of consumers to seek out and read up on boring text, which

is why we have made something that’s more colourful and fun and promoted it through social media so that consumers might absorb a small amount of useful information without really realising it … even if all it does is jog their memory the next time they book a holiday, when they might remember that funny video they’ve seen about travel insurance." Earlier Insurance Experiments promotion periods – covering property, motor and business insurance – scored three million online impressions and approximately 300,000 video views and attracted 12,000 people to the website. “They’re only top line messages; we’re not pretending they cover

Insurers still do not speak the same language as their customers everything people should think about,” says Cordey. “The messages will pop up during promotion periods on social media where people are browsing anyway and just give people a bit of a nudge and remind them that this is something that’s worth thinking about … and maybe they’ll take away just one thing that’s really important about travel insurance. Given that we’ll likely be competing for attention with comedy cat videos and lists of 59 things you never knew about avocado, this project had to look different to usual ABI materials. The animations feature a core cast of scientist characters finding out about insurance while working in the lab and relaxing at home. Their mission? To teach people

about insurance without them even realising.” Travel cover, she says, offers ‘an awful lot of choice’ for consumers and there are a lot of variables. Consumers, therefore, need to be able to understand the significance of the decisions they make about such things as excess limits and what’s actually covered – airline failure and luggage value for example – and why medical histories are important. “Those are varying details that people might not be aware of. They go online to look for a travel policy, they see something fairly inexpensive, they buy it and think: job done. It’s really about trying to reduce the number of declined claims by trying to ensure that people have bought the right cover,” said Cordey. Agreement that more needs to be done to improve consumer awareness comes from René Gillet, Director of International Sales at Dr-Walter in Germany. The company’s principal international business is travel insurance for students, but it also handles general tourist cover in the German market. “Our impression is that many people tend to think that everything is covered by travel insurance, and when they submit a claim they are surprised that insured benefits were clearly defined and that coverage was not without restrictions. We try to keep the information as simple as possible and also mention the most common exclusions, but in the end there is an obligation for the customer to read at least the customer information sheet. On the other hand, insurers and providers still need to simplify wordings and put themselves in the shoes of a non-insurance expert. Many clauses – especially those about pre-existing conditions – reveal that insurers still do not speak the same language as their customers.” Gillet says that he always urges his clients to read the benefits and the exclusions sheet – >>

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FEATURE ‘not the rest of the smallprint, which is boring legal stuff’ –and if they do not understand a certain benefit or exclusion, he asks them to get back to him, so he can ‘translate’. Gillet also says he sees a discrepancy between online customers buying insurance by themselves and those informed and insured by a language school or a cultural exchange organisation that has a group insurance agreement with his company. “This is reflected in the claims ratio,” he explained. “For exactly the same coverage, we have higher claims ratios and more denied claims with online business than with group insurance agreements.” Dr-Walter runs articles on social media channels such as Facebook to explain why travel and health insurance – in the general tourist, student, expat and IPMI markets – is necessary, and why cancellation and curtailment cover is ‘very advisable’. It also arranges training sessions with students, their parents and the exchange organisations for which it provides group cover. “We often feel that students ask us the wrong questions at the seminars we organise,” says Gillet. “For example, many students care about their smartphones and ask which coverage they should get for loss or theft, but they fail to understand that cover for medical insurance is much more important because a hospital stay abroad or a medical repatriation can easily cost many thousands of euros.” He says it is hard to measure the effectiveness of this training work for tourist travel, as the company does not monitor the claims in that sector, but in student insurance it has had a ‘good experience’ with at least some of the partners it trains. “I gave a presentation two years ago at a meeting of German exchange organisations. I focused on pre-existing conditions, mental illness and tricky exclusions. Whether my

efforts have resulted in more awareness is hard to measure, but since then I feel our partners are asking more questions and thus have a better understanding of what is covered and what is not. I hope all this will result in fewer disputes and also in lower claim ratios, but there is still a long way to go from the customer side … and the provider’s.” That ‘long way to go’ could be an understatement, as Gillet highlights the challenges posed not only by travellers who are not aware of the cover they have bought but also by those who simply don’t buy a policy in the first place. “It happens quite often that people – tourists and students – call us from abroad and tell us that they have not taken out insurance. This means that awareness before travelling is still low. Most of them say they learned about insurance only by telling other travellers about an illness or a hospital stay and being told they ought to have bought a policy!” Consumer education initiatives Most of the companies selling domestic and international cover in Australia are members of the ICA, which has a Travel Insurance Working Group andworks closely with DFAT, says Campbell Fuller, General Manager, Communications and Media Relations, at the industry body. “The ICA’s Communications Directorate communicates proactively with the public and the media on travel-related matters, from cancellations caused by volcanic eruptions to explaining why injured travellers might have had claims denied,” he told ITIJ. It operates the industry’s Understand Insurance financial literacy initiative, which assists consumers in making better-informed decisions about their insurance needs. For the past three years, Understand Insurance and DFAT’s Smartraveller programme have been

partners in research that explores consumer understanding and purchase of travel insurance. In 2016, it focused on the travel behaviours of those aged 18 to 29; last year its target was Australians who take their holidays on cruise ships. This year, research examined Australians who travel to South-East Asia. The Understand Insurance programme has started social and traditional media campaigns to encourage secondary school graduates – known as Schoolies – planning holidays in South-East Asia to take out the right travel insurance for their destination and intended activities, and to discourage them from riding motorbikes; an all-too-

A blanket assertion that insurance companies are dodgy is unfair common cause of injury and claim denials. Australians have a detailed A-to-Z website guide – including useful case histories – to travel insurance provided by Choice, an independent consumer advocacy group. In addition to the Australian Government’s Smartraveller website, there’s not only Know Risk, a website run by the Australian and New Zealand Institute of Insurance and Finance, but also Moneysmart – courtesy of the Australian Securities and Investments Commission – which features travel cover advice and information. “It would be fair to say,” Murchie told ITIJ, “that the various initiatives have had a positive impact on consumer awareness about travel insurance. It is rare to come

across a consumer these days who is not aware of the government’s Smartraveller website. The Australian general insurance Code of Practice requires that insurers who cannot offer cover must refer the consumer to another company that might be able to help, or to the ICA, which by proxy raises consumer awareness of the council and its initiatives.” She further explained that Go Insurance has recently introduced an educational blog series for consumers, and the click-through rates on travel insurance topics is ‘surprisingly high’. Topics range from legal principles of insurance and regulations to claim case studies, claims handling processes and general policy interpretation. This certainly suggests an appetite for information about how travel insurance works and what it covers.” InsureandGo’s Etkin says his company has worked with industry organisations and government bodies such as the ICA, providing data to assist in framing educational messages that raise awareness of travel insurance. “We are also constantly creating and promoting content through our multiple marketing channels about the importance of travel insurance so travellers can understand it better. There is still room for improvement, but the industry has made effective improvements to the customer journey for purchasing travel insurance. For example, there has been a strong emphasis in the past six years on simplifying the process for travellers with pre-existing medical conditions.”

Encouraging claims Focusing on consumer awareness has paid off for Allianz Partners in the US, says the company’s external communications

CMY

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commercialmedicalescorts.com

info@commercialmedicalescorts.com +1(561)451-8063

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specialist Matt Popowski. “This is a topic to which we pay a lot of attention, and we’ve made great progress with some of our innovative approaches. Our goal is to pay as many claims as possible and minimise the number of denied claims. To achieve this, our customers need to fully understand their benefits and in which situations they will be covered, so they file a claim every time they are eligible for coverage.” Popowski said the company’s efforts to improve customers’ understanding of insurance benefits and their satisfaction with them fall into two categories: increasing consumer awareness of benefits prior to purchase, and improving product benefits to include what customers want. Awareness barriers highlighted by Popowski include: customers who choose not to read their policies, leaving them unaware of their coverage and benefits; travellers who do not know what situations are covered by insurance; and consumers not understanding how to use travel cover. He elaborated to ITIJ about some of the ways Allianz has been tackling these issues: “We believe one of the best ways to help consumers understand the benefits of travel insurance is to design products that automatically compensate them for inconvenience when their travel is disrupted. We recently launched SmartBenefits to provide proactive claims payments when a customer’s flight is delayed. We actively track the customer’s flight status, and when a qualifying flight delay occurs, we immediately process a claim for them and send them an alert asking how they would like to receive payment.” The company’s free mobile app, TravelSmart, gives travellers access to their policy and benefits wherever they are. It enables customers to review and manage their policies, file a claim, check their claim status, and access 24/7 customer service and global assistance.

“In our Voice of the Customer (VoC) programme, we survey 30,000 customers every week to identify customer pain points and needs or potential gaps in coverage,” said Popowski. A team meets weekly to

Increasing awareness could streamline the claims handling process review the feedback, identifying issues as they occur and developing solutions. “One example of a VoC-driven product improvement is our expansion of benefits and coverage in cases of existing medical conditions (EMC). Customers believed they should be covered, so we added coverage eligibility requirements and by the end of 2018, nearly 100 per cent of our products included EMC benefits for trip cancellations and interruptions.” Allianz customers also get email reminders days before their trips encouraging them to use their policy if a situation arises. The email includes a summary of their coverage benefits and limits in their policy. “One month after launching this through several eCommerce partners,” says Popowski, “we’ve seen an initial 11 to 12 per cent increase in customers’ comprehension of their benefits based on survey responses.” Other innovations include: simplified policy descriptions; intelligent insurance offers using segmentation and AI/ machine learning; full disclosures in the booking path; social media engagement; and an influencer programme. “In the past couple years,” said Popowski, “we have seen a significant increase in consumers’ understanding of our insurance benefits, with more specific questions that indicate an increasingly sophisticated knowledge of our products.” Consumer responsibility

At the US Travel Insurance Association, Executive Director Megan Freedman suggests that while insurance providers do all they can to inform travellers, the buck ultimately stops with customers. She told ITIJ: “When purchasing a travel protection plan, travellers should be as specific as possible about their trip: where they’re going and what activities they’ll engage in. They should read their policy carefully to understand what is and isn’t covered and contact the insurance company directly if they’re unsure. Most companies offer a free look period that provides the customer with an appropriate amount of time to read, understand and adjust the policy if necessary. All providers have toll-free numbers in order to answer questions; they want their customers to be educated and purchase a plan appropriate for their

The aim of the European Union’s Insurance Product Information Document (IPID), introduced in February 2018 as a mandatory replacement of policy summary sheets, is – according to the EU’s Insurance and Occupational Pensions Authority – to ‘provide clearer information on nonlife insurance products, so that consumers can make more informed decisions’. But it’s not quite what’s promised on the tin, since many of the IPIDs issued with travel policies carry waivers of one kind or another. This is an example: "This Insurance Product Information Document is only intended to provide a summary of the main coverage and exclusions and is not personalised to your specific individual needs in any way. Complete pre-contractual and contractual information on the product is provided in your policy documentation." Another, accompanying an HSBC travel policy, has a bullet point setting out winter sports cover – in very general terms and appearing to apply only to skiing – but in the What Is Not Insured section, customers are told: • ‘Pre-existing medical conditions – unless they’re on our accepted conditions list … • Any leisure activity that is on our excluded list in the policy documents … • Any other specific exclusion or limitation shown in the policy documents …’ Not, then, much of an improvement on policy summary sheets.

situation. For example, are pre-existing medical conditions of the travellers or family members a concern? This is one of the most common reasons for claim denials, so the consumer needs to fully understand the purchase requirements in order to be properly protected.” From a sales perspective, improving customer awareness could lead to better disclosure – on pre-existing medical conditions, for example – and thus increase the likelihood that the consumer obtains a policy that is suitable for their needs, says Murchie at Go Insurance. “Looking specifically at claims, increasing awareness could streamline the claims handling process. If consumers understand what documentary proof of loss providers require to assess claims, this can serve to expedite the claim process which in turn improves the customer experience.” Improved awareness, adds Etkin at InsureandGo, gives travellers better knowledge of what kind of behaviour – and risks – might or might not void their policies. “By educating customers to better understand their policy, it helps to create a better relationship between the provider and the consumer when it comes to making a claim.” Murchie agrees that the benefits to insurers from improving buyer awareness go beyond reducing complaints and disputes, and the costs of handling them. “Increasing awareness has the potential to improve the relationship between insurers and consumers. There are times when the industry is not held in high esteem; there’s a sense of mistrust, with some consumers believing insurers are always looking to rely upon the fine print to avoid claims. Most insurers genuinely look to pay claims, so a blanket assertion that insurance companies are dodgy is unfair. If consumers understand how insurance works and what is covered by their policy, this could result in them having reasonable and realistic expectations about how their chosen provider can help them in the event of loss.” ■

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PROFILE

Removing barriers ITIJ spoke to Ryan Howsam, Chairman of Staysure, about providing travel insurance for older customers, how best to accommodate pre-existing conditions, and what the industry has to look forward to in 2019 How did you ﬁrst get started in the insurance industry? What was the impetus behind founding Staysure? I’d been an entrepreneur with experience in several different fields before I identified the opportunity Staysure could bring. We’re all living longer and travelling more, and it felt like the travel insurance products on offer weren’t tailored to the growing demographic of over-50s with preexisting medical conditions. Staysure was my first foray into the world of insurance and it’s become something I’m passionate about. My commitment to excellence has been the hallmark of my career and has definitely helped to cement Staysure’s place in the market. As we begin 2019, what do you see as the major challenges – and opportunities – that the industry can look forward to in the year ahead? This year has brought with it more uncertainty about travel. At this time, we’re all still waiting to find out the exact implications of Brexit on European travel, including the EHIC system. While it’s unlikely these will be as dramatic as some fear, it’s understandable that there is a certain degree of trepidation around booking trips at this time. In terms of opportunities, I still believe there is huge growth potential in the medical travel insurance sector. In 2017, we bought Avanti Travel Insurance and this brand is going from strength to strength. Last year it doubled in size and we have already seen a number of new record days in 2019. Your company offers travel insurance for older customers, including those aged 85 and older, something that many travel insurers might shy away from. How do you approach the provision of travel insurance for older demographics? At Staysure, we’re proud not to have upper age limits on any of our policies. We don’t believe age should be a barrier to travel. Around 10 per cent of our policies are sold to customers aged 80 years or older, which reflects their desire to explore the world. Some insurers are far less likely to cover older customers even if they are fit and healthy. At Staysure we know an 80-year-old could be travelling for another 20 years plus! We tailor our policies to individuals’ specific needs, ensuring they have the right level of cover and allowing them to feel reassured their health is in good hands while they’re away.

Do you think that the global travel insurance landscape is sufficiently friendly to those with pre-existing conditions, or is there more work to be done in this area? Absolutely not. Travel can be very complicated for people with preexisting medical conditions, which was a key reason I started Staysure.

Trust is so important when it comes to insurance products, and this accolade underscores how seriously we take our brand positioning, ‘Worth Doing Right’. Travel insurance isn’t something you should skimp on – the consequences of doing so could be catastrophic. We were also recently voted the Best Travel Insurance Provider at the 2018 British Travel Awards for the third year in a row. These recognitions let customers know that we are as committed to ensuring their peace of mind as we claim to be. Can you describe a typical day as Chairman of Staysure? As with every walk of life, no two days are the same, but that’s what keeps it interesting. I’ve always felt the need to stay close to my customers and enjoy hearing what they have to say. At the start of the

there is huge growth potential in the medical travel insurance sector In 2018, the FCA recognised this issue, and has called for reform across the industry to help people access specialist insurance services. They calculate that in the UK at least 15 million people are currently living with at least one long-term health condition, so it’s something that affects a huge percentage of the population. We are about to launch the findings of our recent study on ‘under-insurance’. The report estimates that each year over three million British holidaymakers over the age of 50 are unwittingly travelling without adequate travel insurance, largely as a result of their pre-existing medical conditions. The issue is real, it’s prevalent, and it’s one that we should be working together to address.

I’m constantly on the lookout for new opportunities

I enjoy the constant strive for improvement and asking myself ‘what’s next’

day I often catch up with colleagues and listen to any concerns or emerging themes. Later in the day, I could be sitting down with our marketing team developing a new brand, and by the evening meeting with the European Tour discussing our sponsorship deal with them. It’s unpredictable but certainly never boring! I’m very excited about our position but I’ve never lost that entrepreneurial spirit so I’m constantly on the lookout for new opportunities. The next exciting venture could be just around the corner. Does Staysure have any exciting new ventures in the pipeline for 2019? Last year was a great year for us: we won several accolades, being named Best and Most Trusted Travel Insurance Provider, as well as receiving ‘Which? Recommended’ accreditation. This year, our focus will be on cementing our position as industry leaders,

Staysure has been voted the UK’s Most Trusted Travel Insurance Provider for two consecutive years by Moneywise. Congratulations! What does this achievement mean to you? Thank you! We were so pleased to win this award for the second year running.

with quality and transparency at the centre of everything we do, as well as taking a number of steps to grow our footprint. On the ground, we have moved to bigger offices, reflecting our expansion, and continue to grow our customer service and innovation teams. We are proud to be one of the top employers in both Northampton and Coventry. Which aspects of your role do you enjoy the most, and which are the most challenging? Working in financial services is full of challenges and travel insurance is no exception, but if you get it right it can be truly rewarding. Having started Staysure working out of a small office with fewer than 10 employees, it’s immensely satisfying to see how we have grown and how far we have come. In terms of challenges and what keeps me awake at night, I enjoy the constant strive for improvement and asking myself ‘what’s next’. I am always on the lookout for exciting opportunities, businesses to acquire or markets to enter. What are your proudest achievements, both personally and professionally? There are many things I’m extremely proud of both personally and professionally. Golf has always been a huge passion of mine so when we decided to become headline sponsor of the European Senior Tour, now the Staysure Tour, at the end of 2017, it felt like a watershed moment. Last year, we held the first official Staysure PGA Seniors Championship at the London Club, where I was able to play alongside golf legends Paul McGinley and Colin Montgomerie. I have never lost my drive to succeed, even after a health scare a few years back. At times it was hard to believe I would be the chairman of such a successful business with a fantastic leadership team. Staysure is going from strength to strength and I’m truly optimistic about the future and what we can achieve. ■

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SERVICE DIRECTORY

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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

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AIR AMBULANCE (ASIA-PACIFIC)

AIR AMBULANCE (AFRICA)

SERVICE DIRECTORY Flying Doctors Asia

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Awesome Air Evac Shane Marais – General Manager

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PO Box 15166, City East, QLD 4002, AUSTRALIA

+27 11 430 1777

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+61 7 5553 5955 +61 7 5553 5965

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Medic’Air International 每递安国际

ER24

Dr Li Tao – Medical Director

24/7 Flight Desk 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

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Dar El Bacha - Tizougarine 5, 40000 Marrakech Medina, MOROCCO email: website:

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Medic’Air International

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prithpal@flyingdoctorsasia.com www.flyingdoctorsasia.com

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Latitude Air Ambulance

Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA tel: fax:

+65 6483 5412 +65 6734 1338

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AirMed 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

Air Alliance Medflight GmbH Eva Kluge – Director of Sales & Business Development SIEGERLAND AIRPORT, Werfthalle G1, 57299 Burbach, GERMANY mob: 24/7 tel:

+49 170 366 4933 +49 2736 4428 45

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AIRLEC Air Espace

Alia MedFlight Scott Everson – Vice President

Paul Tiba – Managing Director

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

Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

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602-800-7070 855-831-5092

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ops@aliamedflight.com www.aliamedflight.com

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

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Capital Air Ambulance

Asia Air Ambulance Mr. Toranit Sripal – Managing Director

Lisa Humphries – Sales Director

Asia Air Ambulance Co. Ltd., Bangkok599/59 Ratchadaphisek Road, Jatujak, Bangkok 10900, THAILAND tel: +66 898 969 000 email: operations@asiaairambulance.com fax: +66 219 218 01 website: www.asiaairambulance.com

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

+44 845 055 2828 +44 1392 350 039

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

CEGA Group

CareJet Anthony Decoste – President & CEO

Mr Nick Simon – Business Development Manager

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

Funtington Park, Funtington, Chichester, UK, PO18 8RG, UK tel: fax:

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

email: website:

privaterepats@cegagroup.com cegagroup.com

EDS AVIATION PTE LTD Shik – Managing Director 33 Ubi Avenue, #08-13, Vertex Tower B, SINGAPORE, 408868 +65 9836 3265 +65 6846 9542

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EMA Global Pte Ltd Dexter Tan – Business Development Director 1 Farrer Park Station Road, #15-18, Farrer Park Medical Centre, SINGAPORE 217562 tel:

+65 6570 2552 +65 6244 0030

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EMA Global Pte Ltd Jay Bajas – Senior Manager - Operations

+44 (0)117 925 51 51 (opt.1)

Unit 2314 Centuria Medical Makati, Century City, Kalayaan Ave. cor. Salamanca St. Brgy. Poblacion, Makati City - 1210, PHILIPPINES 24hr tel: fax:

+63 (02) 555 5228 +63 (02) 863 0650

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Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

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

+49 7007 3010 +49 7007 3119

24h tel: fax:

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

email: website:

DRK Assistance Andreas Speich – Managing Director

AC Global Air Ambulance AC

Milan Floribus – Vice President

GLOBAL

8775 Aero Drive, Suite 120, San Diego, CA 92123, USA R

DRF Luftrettung / German Air Rescue

AIR AMBULANCE NORTH AMERICA

SERVICE DIRECTORY

AMBULAN

+49 211 301 805-0 +49 211 301 805-21

tel: fax:

email: website:

+1 858 437 5131 +1 858 408 7856

tel: fax:

email: website:

acglobalmedicaltransports@gmail.com acglobalmedicaltransports.com

Aeromedevac Air Ambulance Adam Williams – President Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

+(800) 462 0911 +(619) 284 7918

toll free: fax:

moc@drkassistance.com www.drkassistance.com

email: website:

Patrick Schomaker – Director Sales & Marketing

Raul Mendoza – President / CEO

Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG

3404 Bonita Rd, Chula Vista, Ca. 91910, USA

+352 26 26 00 +352 26 26 01

24hr tel: fax:

awilliams@aeromedevac.com www.aeromedevac.com

AirEvac International

European Air Ambulance

+1 619 754-6755 +1 619 330 4551

tel: fax:

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

email: website:

info@aeiamericas.com www.aeiamericas.com

Alia MedFlight

FAI – rent-a-jet AG Volker Lemke – Director Sales and Marketing CSO

Scott Everson – Vice President

Flughafenstasse. 124; 90411 Nuremberg; GERMANY

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

+49 911 36009 31 +49 911 36009 59

tel: fax:

602-800-7070 855-831-5092

tel: fax:

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

email: website:

ops@aliamedflight.com www.aliamedflight.com

CEGA Group

Jet Executive International Charter Irena Dimitrijevic – Marketing & Sales

Mr Nick Simon – Business Development 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

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

Global Jetcare, Inc.

JOIN JET Carsten Vistisen – General Manager

Bart Gray – President

Cumulusvej 10, 7190 Billund, DENMARK

15421 Technology Dr. Brooksville, FL 34604, USA

+45 701 040 90 +45 701 040 90

24hr tel: fax:

email: website:

+1 352 799 7771 +1 352 799 7776

tel: fax:

ems@joinjet.com www.joinjet.com

email: website:

Johannes Hoischen – International Network and Repatriation

Mike Honeycutt – President

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

2561 Rescue Way, Brooksville, FL 34604, USA

+49 221 98 22 9333 +49 40 694597 61339

tel: fax:

bart@globaljetcare.com www.globaljetcare.com

JET ICU

Malteser Service Center

email: website:

tel: fax:

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

+1 352 796 2540 +1 352 796 2549

email: website:

ops@jeticu.com www.jeticu.com

Jet-Rescue Air Ambulance

Medic’Air International Dr Herve Raffin – General Manager

Carlos Salinas – CEO

35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE

Suite 100, 7777 Glades Road, Boca Raton, Florida 33434, USA

tel: fax:

+33 141 72 1414 +33 148 57 1010

email: website:

tel:

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

+1 786 619 1268

email: website:

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

Latitude Air Ambulance

North Flying a/s

Diana Iaquinto – Director Sales & Medical Ops

Jesper Kragelund – Sales Manager

John C. Munro/Hamilton International Airport,9300 Airport Rd. Mount Hope. Ontario, L0R 1W0, CANADA tel: +1 289 426 1133 email: 24.7@latitude2009.com fax: +1 289 426 1132 website: www.latitude2009.com

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

Skyservice Air Ambulance

Quick Air Jet Charter GmbH

David Ewing – Executive Vice-President, Global Markets

Philipp Schneider – Account Manager

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

Hangar 3, Cologne Airport, 51147 Cologne, GERMANY tel: fax:

+49 2203 955 700 +49 2203 955 7020

email: website:

ops@quickair.de www.quickair.de

Swiss Air-Rescue (Rega) Stefan Becker – Head of Corporate Development Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND tel: fax:

+41 44 654 33 11 +41 44 654 33 22

email: website:

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

Tyrol Air Ambulance Manfred Helldoppler – Managing Director Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA tel: fax:

+43 512 22422 100 +43 512 288 888

email: website:

taa@taa.at www.taa.at

ASSISTANCE COMPANIES (AFRICA)

AIR AMBULANCE (EUROPE)

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

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

email: website:

emergency@flydoc.org www.flydoc.org

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

(ASIA-PACIFIC)

CONNEX Assistance Dr Helmy El Tanahy – CEO Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT tel: fax:

+202 3 336 0005 +202 3 762 0003

alarm@connexassistance.com www.connexassistance.com

email: website:

Inter Secours Assistance Mr. EL MOUADDEN Abdelhamid – Directeur Général 8, Rue Grasset, Quartier des hôpitaux, CP 20360,Casablanca, MOROCCO tel: +212 5 22 46 72 22 fax: +212 5 22 26 00 27

mouaden@isas.ma www.isas.ma

email: website:

ASSISTANCE COMPANIES (ASIA-PACIFIC)

ASSISTANCE COMPANIES (AFRICA)

SERVICE DIRECTORY

Wilson Chan – CEO 7/F Unit 702, 58 Changliu Road, Zendai Cube Edifice, Pudong, Shanghai, CHINA 200135 tel: +86 21 12591222 email: ops-shanghai@covermore.com.cn website: www.covermore.com.cn

EMA Global Pte Ltd Dexter Tan – Business Development Director 1 Farrer Park Station Road, #15-18, Farrer Park Medical Centre, SINGAPORE 217562 email: website:

+65 6570 2552 +65 6244 0030

tel:

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

EMA Global Pte Ltd

AA International Indonesia

Jay Bajas – Senior Manager - Operations

Brandon Heng – CEO

Unit 2314 Centuria Medical Makati, Century City, Kalayaan Ave. cor. Salamanca St. Brgy. Poblacion, Makati City - 1210, PHILIPPINES

Tifa Building, 10th Floor, No.1003, Jl. Kuningan Barat 1 No. 26, Mampang Prapatan, Jakarta 12710, INDONESIA tel: 24/7:

Covermore Assistance Online

email: website:

+62 21 2927 9600 ops-jakarta@aa-international.co.id

24hr tel: fax:

marketing@aa-international.co.id www.aa-international.co.id

email: website:

+63 (02) 555 5228 +63 (02) 863 0650

jay@emaglobal.com.ph www.emaglobal.com.sg

Emergency Assistance Japan

AIG Travel

Takaaki Chiyo – Executive Officer, Head of Network Division

Martin Villarino – General Manager, AIG Travel Asia Pacific

NRK Koishikawa Bldg., 1-21-14 Koishikawa, Bunkyo-ku, Tokyo 112-0002, JAPAN

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

tel: fax:

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

131/1 , PICNIC GARDEN ROAD , KOLKATA - 700039 , INDIA email: website:

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

Global Assistance Partners Co.,Ltd.

ASIA RESCUE & MEDICAL SERVICES PVT. LTD

Gna KH CHUNG – CEO

Dr.Anraj Singh – Director

412 Vabien III, 86, TongIl-ro,Jung-gu, Seoul 04517, REPUBLIC OF KOREA

Flat 2B, Jaivijay Apartment , 61 B Palm Avenue Kolkata – 700019 West Bengal, INDIA 24/7 tel: 24/7 tel:

+91 983 1090 831 +91 033 4060 4013

email: website:

tel: fax:

arms@armsindia.com www.armsindia.com

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

Global MediCALL Assistance Sridhar K – Chief Operations Officer

Elmira Turmagambetova – General Manager

MALAYSIA

4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN email: website:

tel: fax:

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

email:

marketing@globalmedicallassistance.com

Dr Nino Susanto – Operational Director

Ilhom Sadikov – Business Development Manager

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

+6 03 3359 6969 +6 03 3359 6161

MEDIKA PLAZA

AP Companies UZBEKISTAN

tel:

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

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

AP Companies KAZAKHSTAN

+ 7 727 350 52 76

email: website:

Regina Zheng – Operations Manager

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:

+82 1670 0722 +82 2 720 8839

Global Doctor China

Alpine Rescue Service Pvt Ltd 'Mission: Save Life'

tel:

network@emergency.co.jp emergency.co.jp/english

Alain Durand – President Director

Rahul Gupta – Sr. Manager - International Business

0091-9836309173 033-23440170

email: website:

Global Assistance & Healthcare

ASIAN TRAVEL AND MEDICAL SERVICES

tel: fax:

+81-(0)3-3811-7520 +81-(0)3-3811-7511

email: website:

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

BrightCare Assist Gloria Lee Carmen V. Matti – CEO 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

To have your company listed in our service directory, contact the sales department now:

CareJet Anthony Decoste – President Level 24 Robinsons Cyberscape Beta, Topaz & Ruby Roads, Ortigas Center, 1605 Pasig City, PHILIPPINES email: ops@carejet.com tel: +63 2 226 6911 website: carejet.com

sales@itij.com

To have your company listed in our service directory

+44 (0)117 925 51 51 (opt.1)

contact the sales department now: sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1) 41

SERVICE DIRECTORY

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

+49 897 676 29 12 +49 171 555 29 12

email: website:

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

AIG Travel Sally Waithe – General Manager, AIG Travel EMEA 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

ASSISTANCE COMPANIES (EUROPE)

(EUROPE)

ASSISTANCE COMPANIES

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

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:

Global Voyager Assistance - Black Sea Oxana Razorenova – General Manager 77-79 Nezhinskaya Str., 65023, Odessa, UKRAINE tel: fax:

+38 048 7373 441 +38 048 7373 442

gmbs@gvassistance.com www.gvassistance.com

email: website:

Global Voyager Assistance - Russia

AP Companies Natalya Butakova – Business Development Manager

Costas Danilenko – CEO

17 Varshavskoye Shosse, Moscow 117105, RUSSIA

PO Box II, 125124 Moscow, RUSSIA

tel: fax:

+7 495 989 1120 +7 495 989 1130

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

email: website:

tel: fax:

+7 495 775 0999 +7 495 775 0998

cdanilenko@gvassistance.com www.gvassistance.com

email: website:

IFRA Assistance GmbH – Austria

Argos Assistance Srl Marco Rinalducci – Claims & Administration Director

Mr. Christian Steindl M.D. – CEO

Via Torino, 2 20123 Milano, ITALY / FRANCE

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

tel: fax:

+39 027 254 6325 +39 069 933 5053

operations@argosassistance.com www.argosassistance.com

email: website:

tel: fax:

Athens Assistance

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

email: website:

office@ifra.at www.ifra.at

Intana Global Denise Groom – Head of Commercial

Dr. Dimitris Koliniatis – CEO

Sussex House, Perrymount Road, Haywards heath, West Sussex, RH16 1DN, UK email: enquiries@intana-global.com website: www.intana-global.com

Bouboulinas 20, TK 185 35, Piraeus, Athens, GREECE tel: fax:

+30 210 4296 631 +30 210 4296 661

operations@athensassistance.gr www.athensassistance.gr

email: website:

AU International Service / ASSIST UKRAINE

Interamerican Assistance S.A.

Andrey ZIMIN – Director

Inez Tissink – Coordinator International Activities

Str. Sholudenko 3, 04116 Kiev, UKRAINE

Syngrou Avenue 350,17680 Kallithea, Athens, GREECE

tel:

+38044 251 28 11

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

email: website:

tel: fax:

BMC HEALTH SOLUTIONS 24hr Medical Assistance

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

email: website:

tissinki@interamerican.gr www.interamerican.gr

Malteser Service Center

Antonio Magliocca – Medical Director

Johannes Hoischen – International Network and Repatriation

Via del pozzo 30, Monteriggioni, 53100, Siena, ITALY

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

24hr tel: fax:

+39 0823 966 694 +39 0823 966 694

info@assistenzamedicah24.it www.medicalassistanceh24.com

email: website:

tel: fax:

CNAS

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

Marm Assistance Hamdi Inan – CEO

80 rue des alliés, 38100, Grenoble, FRANCE

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

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

email: website:

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

tel: fax:

DRF Luftrettung / German Air Rescue

German Air Rescue

email: website:

Carole Luisy – Managing Director

tel: fax:

German Air Rescue – Claim-Variante rot / schwarz

+49 221 98 22 9333 +49 40 694597 61339

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

email: website:

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

Medicall AG

Dr. Peter Huber – CEO

Markus Detel – Manager International Network

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

Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND

24h tel: fax:

+49 7007 3010 +49 7007 3119

email: website:

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

tel:

DRK Assistance

+41 44 655 16 67

email: website:

mservices@medicall.ch www.medicall.ch

National Health Service LLC Andreas Speich – Managing Director

Dr. Ashfaq Rizvi – Financial Director

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

101000 Russia, Moscow, Potapovsky lane 5-2, RUSSIA

tel: fax:

+49 (211) 301 805 0 +49 (211) 301 805 21

email: website:

moc@drkassistance.de www.drkassistance.com

tel: fax:

EgyCross Assistance

+7 (495) 374-88-24 +7 (495) 374-88-24

email: website:

drrizvi@nhsassist.ru www.nhsassist.ru

Save Assistance France

Dr. Hany Benyamen – CEO

Thomas Blanchet – Key Account Manager / Responsable Grands Comptes

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

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

tel: tel:

+34 910 602 414 +20 100 6222 910

email: website:

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

Eurocross Turkey

To have your company listed in our service directory

Mehtap Baylam Akkaya – CEO

contact the sales department now:

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

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1) 42

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

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 Eugenio Crenes – General Manager Paseo de la Castellana 18, 7ª Planta, 28046 Madrid, SPAIN +34 911 010 470 +34 902 001 410

tel: fax:

email: website:

info@semesur.com www.semesur.com

ASSISTANCE COMPANIES (NORTH AMERICA)

ASSISTANCE COMPANIES

(EUROPE)

SERVICE DIRECTORY

Tangiers International

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

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

ASSIST CARD Federico Tarling – Chief Service Officer 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

54 Melita Street, Valetta, VLT 1122, MALTA +356 277 800 16 +356 272 055 00

email: website:

info@tangiersinternational.com www.tangiersinternational.com

TBS Team 24 d.o.o

AXA Partners US

Edvard Hojnik – General Manger

Simon Jackson – Chief Commercial Officer

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

122 South Michigan Ave, Suite 1100, Chicago, IL 60603, USA

+386 2616 5819 +386 2618 5800

tel: fax:

email: website:

tel:

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

+1 312 935 1771

email: website:

simon.jackson@axa-assistance.us www.axa-assistance.us

CanAssistance

Tyrol Air Ambulance

Fabienne Lavoie – Director, International Operations and Claims

Manfred Helldoppler – Managing Director

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

Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA +43 512 22422 100 +43 512 288 888

tel: fax:

(MIDDLE EAST)

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

email: website:

AIG Travel

Jane Hegeler – Managing Director

tel: fax:

+519 945 8256 ext.4111 +519 251 5165

email: website:

taa@taa.at www.taa.at

GORAL ASSISTANCE CANADA INC.

CONNEX Assistance JLT Lara Helmi – International Network Director

David Ohayon – Local Manager

#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

2155 Vincent St, Montreal, QC H4M 1M6, CANADA tel: fax:

+20 122 216 1133 Trambley@eagleassistance.com +20 120 242 4444

info@goralassist.ca www.goralassist.com

Ignacio C. Marquez – COO

Marcos Morgan – Founder & CEO

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

38 Dr Mohammed Ali Al Baqli, El-Nozha, Cairo Governorate, EGYPT tel: email: hotline:

email: website:

MD ABROAD

Eagle Assistance International Ossama Trambley – Chairman

+1 514 448 1343 +1 514 448 1835

tel: fax:

+20 127 373 1478 Marcos@eagleassistance.com www.eagleassistance.com

tel: email: website:

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

email: website:

operations@mdabroad.com www.mdabroad.com

SunMed International, LLC

Fakeeh International Dr. Fatih Mehmet GUL – Executive Director

Dra. Kinyi Haber – Medical Director. VP International Operation

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

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

+1 786 888 6792 +1 786 551 0763

email: website:

khaber@sunmedint.net www.sunmedint.net

TMCA Group Corp

GORAL ASSISTANCE LTD Marcel Kadoche – International Network and Development Manager

Crystal Wharton – President

Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

217 Broadway Suite 608, New York, New York 10007, USA

tel: fax:

+972 9 9579930 +972 9 9579931

email: website:

tel: fax:

info@goralassist.com www.goralassist.com

+1 646 398 9021 +1 646 398 9025

email: website:

Crystal@tmcatravel.com www.tmcatravel.com

IRAN ASSISTANCE Ashkan Lahiji – International Network Manager No 24,SOS building,15th Street, Gandi Avenue, Tehran,15175, IRAN tel: fax:

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

email: website:

To have your company listed in our service directory, contact the sales department now:

operation@iranassistance.com www.iranassistance.com

LGA - LIFE GULF ASSISTANCE Dr. Ahmed Monir – CEO Al Salam Tower, Dubai, UNITED ARAB EMIRATES tel: mob:

+971 55 314 5045 +971 52 758 1032

email: website:

sales@itij.com

dr.ahmed@lgadubai.com www.lgadubai.com

SWAN INTERNATIONAL ASSISTANCE – MUTUAL CARE

+44 (0)117 925 51 51 (opt.1)

Mr. Joseph Akiki – CEO P.O. Box 2265 Jounieh, Lebanon tel 24/7: fax:

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

email: website:

request@swanassistance.com www.swanassistance.com

Global Excel Management John Spears – VP Business Development & Marketing 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA tel: fax:

+1 819 566 8833 +1 819 566 8447

email: website:

corpinfo@globalexcel.com www.globalexcel.com

New Frontier Group 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

COST CONTAINMENT (AFRICA)

SERVICE DIRECTORY

(EUROPE)

CATASTROPHIC CLAIMS SPECIALISTS

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

Plotkin Health Inc – A Subsidiary of MacroHealth LP Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA tel: fax:

+1 604 241 9639 +1 604 241 0733

email: website:

shaun@plotkinconsulting.com www.plotkinconsulting.com

To have your company listed in our service directory

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

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

email: website:

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

Global Excel Management Mary-Jo McDonald (MJ) – Managing Director – Europe Sanderum Centre, 30a Upper High Street, Thame, OX9 3EX, UK tel: fax:

+44 1865 400 007 +44 845 003 1351

email: website:

corpinfo@globalexcel.com www.globalexcel.com

Eurocross Turkey Mehtap Baylam Akkaya – CEO

contact the sales department now:

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

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

Marm Assistance Taka Katsube – Director Assistance & Cost Managment

Hamdi Inan – CEO

10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA

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

tel: fax:

+1 604 303 2113 +1 604 276 4593

email: website:

tkat@tugo.com www.tugo.com

tel: fax:

Eurocross Turkey

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

Global Assistance & Healthcare Alain Durand – President 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

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:

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

email: website:

contact the sales department now:

tel: fax:

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

To have your company listed in our service directory

Mehtap Baylam Akkaya – CEO

(NORTH AMERICA)

CLAIMS MANAGEMENT

+7 495 989 1120 +7 495 989 1130

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:

Global Excel Management John Spears – VP Business Development & Marketing 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

corpinfo@globalexcel.com www.globalexcel.com

tel: fax:

Intana Global

+1 604 303 2113 +1 604 276 4593

+1 819 566 8833 +1 819 566 8447

email: website:

corpinfo@globalexcel.com www.globalexcel.com

Global Medical Management Denise Groom – Head of Commercial

Raija Itzchaki – COO

Sussex House, Perrymount Road, Haywards heath, West Sussex, RH16 1DN, UK email: enquiries@intana-global.com website: www.intana-global.com

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

New Frontier Group

+1 954 370 6404 +1 954 370 8613

email: website:

info@gmmi.com www.gmmi.com

MD ABROAD

Gitte Bach – President and CEO

Ignacio C. Marquez – COO

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

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

tel: fax:

+1 949 429 7130 +1 949 666 6520

email: website:

Bach@NewFrontierGroup.com www.newfrontiergroup.com

tel: fax:

Star Healthcare Network, Inc.

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

email: website:

operations@mdabroad.com www.mdabroad.com

New Frontier Group

Gigi Galen Grobstein – President

Gitte Bach – President and CEO

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

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

tel: fax:

+ 1 914 358 9121 + 1 914 358 9206

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

tel: fax:

+1 949 429 7130 +1 949 666 6520

email: website:

Bach@NewFrontierGroup.com www.newfrontiergroup.com

Penfield Care

To have your company listed in our service directory

Mr Stephen Zatylny – President

contact the sales department now:

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

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

tel: fax:

+1 613 703 9861 +1 819 200 0281

email: website:

info@penfieldcare.com www.penfieldcare.com

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

DRK Assistance

Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA +1 604 241 9639 +1 604 241 0733

tel: fax:

shaun@plotkinconsulting.com www.plotkinconsulting.com

email: website:

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:

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

FUNERAL DIRECTORS

COST CONTAINMENT (NORTH AMERICA)

Plotkin Health Inc – A Subsidiary of MacroHealth LP

CRITICAL CARE PATIENT TRANSPORT

SERVICE DIRECTORY

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

+44 20 8684 2324 +44 20 8684 8000

email: website:

info@rowlandbrothersinternational.com www.rowlandbrothersinternational.com

Singapore Casket Company Ltd Calvin Tang 131 Lavender Street, Singapore, 338737, SINGAPORE tel: fax:

+65 6293 4388 +65 6296 5993

email: website:

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

Andreas Speich – Managing Director

Mourad Messaoud – General Manager

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

calle jesus 25-29200- ANTEQUERA, SPAIN

+49 211 301 805-0 +49 211 301 805-21

email: website:

Patrick Schomaker – Director Sales & Marketing

email: website:

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

email: website:

Skyservice Air Ambulance David Ewing – Executive Vice-President, Global Markets 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

To have your company listed in our service directory

GROUND TRANSPORT - MEDICAL

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

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

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

Johannes Hoischen – International Network and Repatriation

tel: fax:

contact@spainuneralservices.com www.spainfuneralservices.com

contact the sales department now:

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

email: website:

To have your company listed in our service directory

European Air Ambulance

24hr tel: fax:

+34 902 008 407 +34 627 053 979

tel: tel:

moc@drkassistance.com www.drkassistance.com

Malteser Service Center

contact the sales department now:

DRK Assistance Andreas Speich – Managing Director Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY +49 211 301 805-0 +49 211 301 805-21

tel: fax:

email: website:

moc@drkassistance.com www.drkassistance.com

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

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

Fiona Greenwood – Operations Director

Spain Funeral Services

tel: fax:

Flying Home Pte Ltd

LifeMed Worldwide

Mr Ang Ziqian – Director

24/7 Chauffeured Transportation & Ground Ambulance

Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE

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

tel: fax:

+65 6253 0001 +65 6353 5801

email: website:

tel:

enquiry@flyinghome.com www.flyinghome.com

+1-305-501-2009

email: website:

ops@lifemedworldwide.com www.lifemedworldwide.com

One Call Medical Transport

Funeral Home AURIGA Ltd. Helena Sulikova – Chief of International Department

24 Hour Worldwide Ground Transports

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

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

tel: fax:

Funeralia

Rowland Brothers International Ltd.

+420 724 257 899 +420 416 732 582

email: website:

tel: fax:

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

+1 630 444 2100 +1 630 823 2900

email: email:

ops@ocmt.com www.ocmt.com

Oleg Antoni Milinski – Funeral Director International funeral services, UKRAINE, POLAND, ITALY tel: fax:

+38 0971 498 785 +48 5131 236 78

email: website:

To have your company listed in our service directory, contact the sales department now:

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

Funerarium International repatriation and embalming Maurizio Fantozzi – Director

Indirizzo dell’Azienda: Via Roma 255, Capistrello, Aquila, ITALY tel: tel:

+39 327 328 7979 +39 (0) 863 186 1635

email: website:

segreteria@funerarium.it funerarium.it

sales@itij.com

FUNERARIA OFFICIA ROBERTO ZEGA - Worldwide Repatriations Specialist Cristina Zega – Repatriations Manager

+44 (0)117 925 51 51 (opt.1)

Via Clelia, 26 / 28 - 00181 Roma, ITALY tel: fax:

0039 06 78 40 300 0039 06 78 02 488

email: website:

info@zega.it www.zega.it

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:

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

Luz Saúde SA Eve Jokel, MPH – International Director Rua Carlos Alberto da Mota Pinto, 17-9.º 1070-313 Lisboa, PORTUGAL +351 213 138 260 +351 213 530 292

tel: fax:

Quironsalud

email: website:

intlpatientservices@luzsaude.pt luzsaude.pt/en

Miguel Torregrosa – International Inbound Business Manager SPAIN +34 901 123 456

tel:

email: website:

g24@quironsalud.es www.quironsalud.es/international

MEDICAL ESCORT ON COMMERCIAL AIRLINES

SERVICE DIRECTORY

MEDICAL PROVIDER

HOSPITALS

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

Graham Mitchell – President #11 Zina Street, Orangeville, (Ontario) L9W-1E2, CANADA 1 519 942 8143 1 519 941 4213

tel: fax:

email: website:

repat@parkviewairmedical.com www.parkviewairmedical.com

SkyCare Global LLC.

Stephen Avise – VP of Operations 835 Seminole Blvd., Tarpon Springs FL, 34689, USA +1 727 230 2263 +39 345 461 8122

US tel: EU tel:

email: website:

info@skycareglobal.com www.skycareglobal.com

AMREF Flying Doctors Dr Bettina Vadera – Medical Director Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA +254 20 6000 090 +254 20 344 170

tel: fax:

email: website:

Jacquie Schwoerke – Vice President, Sharp GPS

Joe Beeltah – Client Liaison Executive

8695 Spectrum Center Blvd., San Diego, CA 92123, USA

121 Harley Street, London W1G 6AX, UK

+1 619 471 0466 +1 858 499 4967

email: website:

UC San Diego Health System International Patient Program Stacy Holberg – Director of International Program Operations 136 W. Dickinson Street, Suite 109, San Diego, CA 92103-8222, USA +1 619 471 0466 +1 619 543 5282

tel: fax:

24/7 tel: int. tel:

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

email: website:

sholberg@ucsd.edu health.ucsd.edu/international

To have your company listed in our service directory

TECHNOLOGY

toll free: tel:

emergency@flydoc.org www.flydoc.org

The Doctorcall Group

Sharp Global Patient Services

0344 257 0345 +44 161 214 1906

email: website:

guarantees@doctorcall.co.uk www.doctorcall.co.uk

Aquarium Software Ltd Mark Colonnese – Director Poplar House, 126a Ashley Road, Hale, WA14 2UN, UK +44 (0)161 927 5620 +1 213 205 2200

tel: tel:

email: website:

mark.colonnese@aquarium-software.com

www.aquarium-software.com

Cambridge Global Payments Brad Loder – VP Marketing & Corporate Sponsorships

contact the sales department now:

212 King Street West, Suite 400, Toronto, ON M5H 1K5 CANADA

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

tel:

email: website:

+1 (416) 646 6401 ext. 2392

bloder@cambridgefx.com www.cambridgefx.com

Firemelon (Magenta Insurance System)

AirMed Australia Matthew Kline & Mark Wardrop – Executive Directors

David Corney – Managing Director

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

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

02895 213 831

email: website:

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

Nordic Insurance Software

AMREF Flying Doctors Dr Bettina Vadera – Medical Director

Elliott Draga – Head of Sales and Marketing

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

Aarhusgade 88, 6th Floor, 2100 Copenhagen, DENMARK

tel: fax:

+254 20 6000 090 +254 20 344 170

email: website:

DRK Assistance Andreas Speich – Managing Director Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY tel: fax:

+49 211 301 805-0 +49 211 301 805-21

email: website:

tel:

emergency@flydoc.org www.flydoc.org

moc@drkassistance.com www.drkassistance.com

TRAVEL AGENTS

MEDICAL ESCORT ON COMMERCIAL AIRLINES

PARKVIEW AIR MEDICAL

+1 (905) 866-8262

email: website:

elliott.draga@nisportal.com www.nisportal.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

email: website:

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

European Air Ambulance Patrick Schomaker – Director Sales & Marketing

To have your company listed in our service directory, contact the sales department now:

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

Medical Wings

+352 26 26 00 +352 26 26 01

email: website:

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

sales@itij.com

Prime Nursing Care, Inc.

+44 (0)117 925 51 51 (opt.1)

Franziska Hollenstein – CEO / Founder 1918 Harrison Street, Suite 215, Hollywood, Florida, 33020, USA 24/ 7 tel: fax:

+ 1 754 999 0460 + 1 754 222 5051

email: website:

contact@primenursingcare.com www.primenursingcare.com

ON THE MOVE

New Frontier Group expands its worldwide New Chief Commercial Officer at management team Global Excel

Rob Upton

New Frontier Group has appointed Rob Upton as its new Group Business Development Director. Based in the UK, Rob will focus primarily on the European and Middle Eastern markets but will also be working closely with the company’s LATAM Business Development team in Miami, California and the Midwest. “At the end of an extensive worldwide search reviewing several hundred possible applicants for this formidable position, Mr Upton was the clear choice for our fast paced and growing organisation,” said Randall L. Condie, New Frontier Group’s Chief Operating Officer. Rob brings with him a wealth of experience in the travel insurance sector, having held senior roles with other companies in the industry, including Mondial, Europ Assistance, CEGA and most recently Healix International, where

he was Director of Insurance Markets. “I’m really pleased to be joining New Frontier at such an exciting time. They are extremely well regarded as having a unique model supported by great people and have already made a name for themselves within the travel and international health insurance market,” said Rob. Gitte Bach, President and CEO, commented: “We are thrilled to welcome Rob to our team. His knowledge and experience in the international insurance, assistance and cost containment sector will bring a powerful asset to our expanding executive team. In addition, Rob will be increasing our ability to connect more closely with our global customers.” Rob will be focused on developing both new and existing client relationships, as well as exploring new product and service propositions.

MAPFRE promotes Chris Smith

Chris Smith

At MAPFRE’s recent Executive Committee meeting, the company gave final approval for the appointment of Chris Smith as Chief Global Brokers Officer. Chris has a Bachelor’s Degree in Geography and Economics from the University of Lancaster, UK. He has worked extensively in the London insurance market, becoming Head of European Business for RSA, and developing his career with major brokers and global clients on the London market, including Marsh, Aon, Willis and JLT. Having gained wide experience in

Civil Liability, he has managed major workers’ compensation accounts in the US and has been the head of underwriting for RSA’s international civil liability. Chris joined MAPFRE Global Risks in 2013, where he worked as the head of European business and subsequently as Chief Regions & Markets Officer, International. Reporting to José Manuel Corral, MAPFRE’s General Manager of the Corporate Business and Clients Area, he will be responsible for client relationship strategy and policies for the global brokers channel.

ITIJ SelectCare 0918.indd 1

Throughout his career, Jon has held senior operational leadership positions in inside sales, service and technical support for C2FO, Delta Dental of Kansas, Fidelity Investments, Groupon, SelectQuote and Sprint Corporation. He holds degrees in computer engineering and computer science from Graceland University and an MBA from Rockhurst University. “We’re excited to welcome Jon to our team,” said David Embry, CEO of Mylo. “Jon specialises in delivering operational excellence through superior customer experiences, innovative technology and great people. That’s a big competitive advantage for Mylo as we accelerate our business.”

is a tribute to all our employees,” said Rob. “Our industry is very competitive and Global Excel has a unique set of tools that set it apart from the competition. I’m looking forward to leveraging my experience in the health, financial and technology industries to build and further develop these capabilities, to provide relevant solutions for our clients, and to continue to expand our global presence.”

Zurich announces Head of Regional Business Development Zurich has announced the appointment of Graham Wood to the newly created role of Head of Regional Business Development for Accident & Health. Graham was recruited from Chubb, where he served as A&H Business Development Manager for the North and Scotland regions. Graham joined Zurich on 2 January; having previously worked at L&G, Cigna/ Ace Insurance and Independent Insurance, he brings a wealth of A&H experience to Zurich and the new leadership role. He will report to Stephen Moss, Zurich’s Head of Specialty Lines, Commercial Insurance UK, who said: “Graham is highly respected in the market and I’m extremely

pleased to see him join our team. This is an important hire for Zurich and reflective of our strategic ambitions to invest and expand our regional A&H capabilities as part of the broader Specialties portfolio. It’s a newly created role so the building and maintaining of client relationships, constant analysis of customer needs and the ongoing assessment of evolving risk will be of paramount importance. “We have great ambitions for our Specialties offering so to have a highly motivated individual join our team – someone who can help share our strategic vision and put robust plans in place for the future – fills me with great optimism for the future.”

Chubb appoints Browne Chubb has announced that it has appointed a new Deputy Regional President for the Asia Pacific region and Division President for southeast Asia. Glen Browne Glen Browne has taken on the dual role, effective immediately; he will now be responsible for general management and business results in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, as well as any territories in the region that Chubb chooses to move into in the future. As well as his new roles, Glen will retain his existing role as Executive Vice-President and Regional Head of Accident & Health for Asia

New COO for Mylo US-based digital insurance broker Mylo has appointed Jon Carlson as its new Chief Operating Officer. Launched by Lockton Companies in 2015, Mylo uses AI-based technology and customer insights to improve the way businesses and individuals can receive insurance recommendations and shop around multiple carriers in order to obtain better value. Jon brings over 30 years of operational leadership experience with companies in the financial services, insurance, online retail and telecommunications industries. He joins Mylo after three years at C2FO in Kansas City, Missouri, where he was Vice-President of Operations.

Global Excel Management Inc. has hired Rob Allatt as its new Chief Commercial Officer and Senior Vice-President of Business Development. Rob, who replaces David O’Connor, will be based in Sherbrooke, Canada. He will report directly to Global Excel’s CEO Reg Allatt. “The depth of expertise within the Global Excel group of companies and the strong history of sustained and profitable growth

Pacific. He will be based in Singapore, where he will report to Paul McNamee, Senior Vice-President of Chubb Group and Regional President, Asia Pacific. “I am delighted to welcome Glen to his new and expanded role in this important region, which represents a significant growth opportunity for Chubb,” said Juan C. Andrade, Executive Vice-President of Chubb Group and President, Overseas General Insurance. “Glen’s more than two decades of experience in Asia include successfully managing and building businesses in both developed and emerging markets. I am confident that his technical expertise, local market knowledge and leadership skills will help us to achieve long-term profitable growth in our Asia Pacific general insurance business.”

2018-09-25 7:22 PM

Help your members find the best healthcare wherever they are.

Give them to use around the world. Contact Global Excel at StandbyMDinfo@globalexcel.com or at +1 819 566 8833

HEALTHCARE RISK MANAGEMENT SOLUTIONS globalexcel.com

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