ITIJ Issue 219 April 2019

INDUSTRY VOICE:

p.8

FEATURE:

Travel insurance as an ecosystem

Microinsurance, macro impact

Collinson explains how customer experience can act as a differentiator

The next big small thing in insurance

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS

No worries!

p.26

SERVICE DIRECTORY

p.31

APRIL 2019 • ISSUE 219

Kiwis warned to get travel cover Southern Cross Travel Insurance has warned New Zealanders that heading off on an overseas trip without appropriate travel insurance in place is false economy – and that should they be caught out on holiday without the cover they need, they should not expect a crowdfunding campaign to solve all their problems Chris White, Chief Executive of SCTI, is of the opinion that the increasing popularity of crowdfunding websites has altered travellers’ perception, giving them the false impression that they can rely on the generosity of others as a substitute for travel insurance.

“Travel insurance is accessible and affordable when you consider the cost of going overseas,” he said, “so there’s no excuse to travel uninsured. While it’s awful to hear of Kiwis having an accident or falling ill overseas, it’s frustrating to see crowdfunding pages set up afterwards when it was obvious that travel insurance could have covered the cost.”

SCTI research has found a curious dichotomy: while a large percentage of New Zealenders (61 per cent) believe it is unacceptable for an uninsured traveller to seek out public funding to cover an accident or medical emergency sustained overseas, one in six Kiwis still travels with no insurance.

“As the saying goes,” White added, “‘if you can’t afford travel insurance, you can’t afford to travel’.”

In the hopes of encouraging New Zealanders

In bad news for the Australian travel insurance industry – not least from a PR perspective – travel insurance has been found to be one of the most complained about financial products As a result of this, the Australian Securities and Investments Commission (ASIC) is placing the sector under heavy scrutiny, with plans unveiled to put the industry’s claims handling practices and the issues of fine print under the microscope.

Michael Saadat, Executive Director of financial services for the corporate regulator, said that

travel insurance policy wording was a frequent cause of dispute and often made the claims process difficult. It has also been highlighted that exclusions related to medical conditions are high on the list of reasons for complaints, with travellers either confused or ignorant about what they do and do not need to declare in order for their coverage to remain valid in the event that a claim has to be made.

A recent royal commission in Australia recommended that the country’s insurance industry brace itself for regulatory changes, after a number of major insurers were apparently found to have unfairly declined

claims by using outdated definitions and other underhand strategies. While these were in the life and general insurance arena, the enhanced powers that the ASIC will gain – such as closely scrutinising the claims handling process – will stretch to travel insurance as well. Saadat said that the introduction of unfair contract laws to insurance will hopefully address some of the issues that have cropped up with regards to travel insurance.

While unscrupulous practices in any segment of insurance must of course be brought to

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Editorial comment @ITIJeditor Editor-in-Chief:

Sarah Watson - editor

Ian Cameron ian@itij.com

sarah@itij.com

Editor:

Sarah Watson sarah@itij.com

It’s fascinating watching the uptake in interest, implementation and development of insurtech across the global travel insurance industry. With AI, blockchain and real-time cover capabilities gaining traction in new areas, and a growing understanding of how these technologies are – and will increasingly – revolutionise the industry, here at ITIJ we enjoy mapping the progress being made in these fields. See our stories on pages 12 and 13, in particular, where we look at KPMG International’s latest Pulse of Fintech report, find out about Absolute Market Insight’s report on blockchain in the insurance market, assess legal help for insurtech startups with the UK Insurtech Board, and learn of the UK government-backed scheme that will use AI to fight insurance fraud.

We also have a fascinating feature on microinsurance and its proliferation into the international travel insurance (see p. 26) marketplace, looking at how insurtech is enabling insurers to offer cheap, real-time, bite-size policies for a variety of cover areas. It may be meeting customers’ needs but is it too good to be true?

If that isn’t enough for you, you’ll be pleased to hear that ITIJ is launching a new supplemental publication next month – the Insurtech Review – in which we’ll be

going in-depth on key topics, hearing from thought leaders in this sphere, and giving you our review of the recent Insurtech Insights event in London. Don’t miss it!

Elsewhere in this issue, we have a selection of thought-provoking Industry Voice opinion pieces, offering insights on a range of issues: a UK travel insurer opines on how the customer experience can act as a differentiator; a digital design agency leader explains how travel booking engines can enhance customer engagement to improve bottom line; and a biotechnology company in the US reveals how analysis of social media can help calculate the economic burden of outbreaks such as Zika.

Look out next month for our latest International Hospitals & Healthcare Review too – we’ll be looking at how best to build international hospital networks; talking with Peter Mills, Associate Medical Director at Cigna Europe; analysing the healthcare market in Greece; and exploring ‘the Amazon of healthcare’ with Dr Mitesh Patel of Aetna International.

Lastly, the ITIC UK conference in Southampton is on the horizon – we look forward to seeing you there!

Deputy Editor:

Stefan Mohamed stefan@itij.com

Assistant Editors:

Mandy Langfield Lauren Haigh

Writer & Copy-Editor:

Robyn Bainbridge

Advertising sales:

James Miller Kathryn Zerboni sales@itij.com

Marketing:

Isabel Sturgess Kate Knowles

Finance:

Elspeth Reid Alex Rogers

CONTENTS HIGHLIGHTS

News

It pays to read the small print

Kirstin Reid

p6 Travel Matters

Airlines slammed over CO2 emission goals

Squaremouth attempts to educate consumers

p16

Design team:

Tommy Baker William McClelland

Webmaster:

Tom Reed

Director of events:

denise@itic.co

We’re all going to die

Industry Voice

p18

Planning, dreaming, booking and travelling Catching customers early to maximise revenue

+44 (0)117 922 6600 editorial desk: extension 3 advertising desk: extension 1 subscriptions desk: extension 247 Telephone:

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Company Brief

New cruise products

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VisitorsCoverage and APRIL eye up the market

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Insurance Matters

Insurtech – the place to be Everyone’s talking about it

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Health Matters

p20

Disease outbreaks triggered by El Niño New NASA study assesses the health impact

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

Printed by Pensord Press, South Wales, United Kingdom

Industry Voice

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Understanding Zika’s impact on tourism: #babymoon

Copyright © Voyageur Publishing & Events Ltd 2019. Materials in this publication may not be reproduced in any form without permission INTERNATIONAL TRAVEL & HEALTH INSURANCE JOURNAL

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NEWS CONTINUED FROM PAGE 1

CONTINUED FROM PAGE 1

No worries!

Kiwis warned to get travel cover

light, decried and punished, it is often difficult to know how much of consumer ignorance is due to failings on the part of the travel insurance industry, and how much is down to a lack of care on the part of the travelling public. Travel insurance is, after all, a grudge purchase.

Perhaps the best route to a more equitable relationship is a combination of regulatory scrutiny and enhanced efforts on the part of the industry to educate consumers about the importance of the product that they provide. The Smartraveller resource provided by the Australian Department of Foreign Affairs and Trade is a good start – hopefully more efforts can be made in this area, so that eventually travel insurance slides far down the ‘most complained about’ rankings …

and others to remember travel insurance when they go off on holiday, SCTI has released details of the most expensive claims that it dealt with last year. These include surgery for a brain tumour, requiring an air ambulance transfer and a business-class return flight home (costing an estimated NZ$261,000); hospitalisation for cardiac arrest (costing approximately $204,500); helicopter transportation to hospital for treatment for abscesses, and a return flight home in business class (costing around $136,000); and surgery for appendicitis for a pre-teen (costing around $116,000).

Canstar NZ joins in Canstar NZ has added its voice to the chorus advising Kiwi travellers to obtain the right travel insurance cover. Recent research conducted by Canstar found that 18 per cent of Kiwi insureds had experienced a travel disaster – 34 per cent of those had missed a flight, 33 per cent had lost luggage and 30 per cent needed to receive medical treatment while travelling.

“In New Zealand there are no standard requirements for what is included in a travel insurance policy, so all policies are different. But so is each holiday,” said Jose George, General Manager Canstar New Zealand. “When choosing a policy, focus on finding what would be suitable for your specific travel situation. For example, travelling for a musical concert may involve flights, car hire, or use of public transport, which could increase chances of delays or travel disruptions. The concert itself may also be subject to cancellation. So, you’ll need different cover if you were,

say, going on a cruise or to a resort.”

Additionally, Canstar has named the winners of its Canstar Travel Insurance Awards 2019, identifying SCTI and New Zealand Travel Insurance as the winners in the category for outstanding value for international travel insurance. ANZ Bank NZ and WorldCare NZ came top in the category for outstanding value for seniors’ travel insurance. New Zealand Travel Insurance, WorldCare New Zealand and House of Travel New Zealand topped the outstanding value for South Pacific cruise travel insurance category, and New Zealand Travel Insurance and WorldCare New Zealand were the winners of outstanding value in Trans-Tasman Travel Insurance.

Canstar urges New Zealanders to follow its top travel insurance tips next time they are planning a trip. It advises travellers to buy their travel insurance at the time of booking their trip, ensuring that they are covered from the moment they purchase their trip in the event of natural disasters or personal injuries leading to trip cancellation or postponement; when buying travel insurance, it emphasises the importance of comparing all the features a policy offers, not just focusing on the price; it also highlights the importance of declaring all medical conditions – not being honest and upfront about medical conditions can mean that insurers are not able to accurately assess a traveller’s risk, and in turn this can lead to invalid insurance in the event that travellers do need to make a claim.

Canstar also recommends that travellers research any activities that aren’t covered by the policy and ensure that they add them to their insurance policy. It advises them to

speak to their insurers if they’re unsure about what it and isn’t covered, and notes that New Zealand travellers should not assume that they are automatically covered if they visit Australia – Kiwis are entitled to some health

In New Zealand there are no standard requirements for what is included in a travel insurance policy, so all policies are different. But so is each holiday and emergency care in Australia, but that does not cover an ambulance, aftercare, some medications and possible repatriation costs; not to mention what should happen if they were to cancel a trip or lose luggage.

“If in doubt, just ask your insurer,” said George. “An extra 10 to 20 minutes planning could just make all the difference.”

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NEWS

Are Canadians confused?

A new study from Canada’s Travel Health Insurance Association (THiA) seems to tell a sadly familiar story The results suggest that 13 per cent of Canadian travellers aren’t sure whether or not they have travel insurance before heading off on trips – a slightly mystifying thing to be ignorant about, on the face of it, though potentially it could be because they believe that their domestic health insurance will cover them for an overseas venture, a fairly common misconception. THiA also found that of the Canadians who do take out travel insurance, 17 per cent do not know what is and isn’t covered. Another

Editorial Blog Confusion …

It would seem this is the watchword for the travel and health insurance industry this month.

case, perhaps, of customers not reading the small print, and more evidence that travel insurers need to bite the bullet, meet the travelling public in the middle and make some efforts to simplify policy wordings.

However, there could be another way of looking at this story. Thirteen per cent of Canadian travellers do not know whether they have travel insurance – but this logically means that 87 per cent do know that they have it, a much more promising figure. Likewise, while 17 per cent of insured Canadians may not know what they are and aren’t covered for, 83 per cent presumably do know.

Maybe things are looking up?

IT HAPPENED. Let’s make things better.

According to the article on our front page, Aussies are confused.

And according to THiA, Canadians are confused (see above).

And apparently (also on the front page) Kiwis now think crowdfunding is a viable alternative to travel and health insurance – and they may not know it yet, but they are definitely confused, bordering on the downright insane, if you ask me, which you probably won’t.

So how do we de-confuse the world, bearing in mind the nuclear option is a tad excessive?

Well try reading the article on page 6 about how Squaremouth turned a simple insurance policy document into a lottery ticket and customers actually read it! Result – richer and happier customer / sad, poorer insurer.

Now I wonder if I could get the number of readers of my column into double figures if we offered $10,000 a read? Nah, probably needs to be more money …

And, talking of ecosystems, there’ s a very enlightening article on page 8 by Collinson’s Richard Coleman about how travel insurance can be part of the ecosystem.

Prior to this I thought the only way to do this was to burn the policy document (the paper version, not your computer screen or mobile phone) and use it to fertilise your (now legal in many countries) pot(s) of medicinal plants.

That’ll also help with the confusion (maaan), I’m told. Apparently …

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

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NEWS

It pays to read the small print It turns out that reading the small print on a travel insurance policy pays off in more ways than one In a bid to emphasise the importance of reading policy documents fully, USbased travel insurance comparison site Squaremouth placed ‘secret’ text deep within its outgoing policy information wording, offering the first person to find it a grand prize of US$10,000.

The lucky winner was Donelan Andrews, a consumer economics teacher from Georgia, and it came much to Squaremouth’s surprise that the prize was claimed within the first 23 hours – Squaremouth scheduled the contest to last for a year.

In addition to the $10,000 prize, Squaremouth donated a further $10,000 to Reading Is Fundamental, a children’s literacy charity, and two sums of $5,000 to each of the schools that Andrews teaches at (Upson-Lee

to remind people to read their policy summary so they can ensure they are getting the policy they want, or cancel their policy for a full refund,” said Squaremouth CEO Chris Harvey.

Squaremouth’s Pays to Read contest identifies a significant problem that

few people read their policy documents, and this can often lead to misunderstandings at the point of claim

[Squaremouth] launched the Pays to Read contest to remind people to read their policy summary so they can ensure they are getting the policy they want, or cancel their policy for a full refund

High School and Lamar County High School), inspired by her commitment to teaching students to understand the importance of reading things fully.

“Teaching students to read their contracts has always been close to my heart,” said Andrews, “because of my consumer economics background. I always read every contract I sign – it really paid off for me this time! I used to put a question like that midway through my exams, saying ‘if you’re reading this, skip the next question’. Right

when I saw the wording, it reminded me of that and intrigued me to keep reading.”

The prize was listed on the final page of the policy, following a line that read: “If you’ve read this far, then you are one of the very few Tin Leg customers to review all of their policy documentation.” Sixty-five people had already signed the contract before Andrews that same day – however, none had read the fine print and so missed out on the grand prize money.

“We launched the Pays to Read contest

the insurance industry faces regarding attitudes towards policy documentation – it’s no great revelation to learn that few people read their policy documents, and this can often lead to misunderstandings at the point of claim, resulting in unwelcome costs and bad blood, which can be as frustrating for the insurer as it is for the insured. That Squaremouth was willing to offer such a large sum of prize money for a seemingly simple task highlights that people continue to recoil at the thought of reading through their insurance policies. However, it also illustrates Squaremouth’s drive to put an end to this. What an innovative idea that will hopefully promote a more positive attitude towards purchasing insurance.

Cruise and airlines offer low coverage

US travel insurance comparison site Yonder has analysed travel insurance policies offered by cruise lines, airlines, and those purchased directly through a comparison site or travel insurance provider in response to several lawsuits in 2018 that accused major cruise and airlines of deceptive practices surrounding the insurance policies that they offer.

Yonder found that travel insurance bought through a comparison site or online travel provider generally offers a lot more cover at a fraction of the cost to that offered by major cruise and airline policies; these often include the most basic coverage and many lack the option to add or increase cover. In addition, many airline and cruise insurance policies also fail to incorporate cover for security evacuation, missed connections and change fees, as well as having only very basic cancellation cover – meaning travellers will lose their

non-refundable payments or have to cover all related expenses out-of-pocket.

Statistics revealed that, in comparison to a general retail policy, cruise and airline policies offer between five and 10 times less coverage for emergency medical expenses, 15 to 18 fewer trip cancellation reasons, and 10 to 30 times less emergency medical evacuation coverage.

To put these costs into perspective, Yonder explained: for an elderly couple traveling for a week, with a total trip cost of US$8,000, insurance from a cruise line would cost roughly $1,200 and travel insurance from an airline would cost roughly $760, while general travel insurance would only set them back $550.

It’s clear that, overall, general insurance policies appear to offer better coverage for a better price – arguably the most important aspects for any traveller selecting an insurance provider.

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NEWS

Cover-More committed to growth Safeguarding the 2020 Tokyo Olympics in India Travel insurance provider Cover-More has committed to ‘driving growth and differentiation’ of travel insurance within the Indian economy through its TrawellTag Cover-More business in India.

Following her trip to Mumbai, Asia Pacific Cover-More CEO Judith Crompton noted that travel insurance uptake in India was almost ‘double that of more mature markets’: “Cover-More remains very positive about the outlook for travel in India, especially international travel; and in recent years, we have also seen significant growth in the number of outbound travellers understanding the importance of quality travel insurance.”

TrawellTag Cover-More claimed that its combined status with Zurich Insurance

Group, which it became part of in 2017, made it the ‘third largest travel insurance business in the world’, as well as one of the top players in India.

Dev Karvat, Founder and CEO, TrawellTag Cover-More, India & Emerging Markets, said: “In recent years, we have also become the partner of choice for airlines and leading online travel agencies including GoAir, IndiGo and Goibibo, which underlines the strength of our integrated travel insurance offer and our ability to deliver differentiated solutions for our distribution partners.” He added: “The next step for us is a deeper dive into the e-commerce sector with enhanced technological know-how and support from Cover-More, and then aligning that with the changing business scenarios in India.”

Judith Crompton with Dev Karvat. TrawellTag Cover-More

What’s Boeing on Following the recent nationwide grounding of Boeing 737 MAX jets in the US, many coverage providers can expect to receive an influx of claims Travel insurance comparison site InsureMyTrip is preparing for that exact eventuality and has identified the claims that policyholders will most likely file and how coverage may respond, in order to improve awareness.

InsureMyTrip stated that claims over delayed flights may entitle travellers marooned at airports to benefits such as help with meal or accommodation expenses. Policyholders that missed a connecting flight as a result of the grounding and who also have a ‘common carrier delay’ clause in their policy may be entitled to benefits, and those who missed over half of their trip may find potential coverage depending on their policy and the response of individual travel insurance companies.

Travellers who purchased a policy with a ‘cancel for any reason’ or an ‘interruption for any reason’ benefit, who have/plan to cancel their trip or return home due to fear, are able to be reimbursed for a percentage of their pre-paid, non-refundable trip cost (although travellers must meet additional eligibility requirements to qualify for this benefit – insureds should check their individual policies).

The grounding of the Boeing 737 MAX jet is certainly an unusual situation; it

Generally speaking, Japan is perceived as a safe and upstanding destination – ranked as ‘low risk’ by insurance and risk management firms – but with the upcoming 2020 Olympic Games being hosted in Tokyo, officials are preparing for a myriad of potential risks, including cyberattacks and earthquakes.

“Tokyo’s safeness in normal times cannot be taken for granted during the Olympics, when the world’s attention is on it,” Shiro Kawamoto, a counterterrorism expert and Professor of Risk Management at Nihon University, told The Japan Times.

Following the cyberattack that shut down internet access during the 2018 PyeongChang Winter Olympics in South Korea, government officials have been ramping up contingencies to mitigate probable risks, and these include technology such as facial recognition

systems and counterterrorism drills (which are being conducted regularly).

Furthermore, due to Japan being in the middle of the Ring of Fire, officials are preparing for the possibility of an earthquake, as Senior Official Akio Sato explained: “As for natural disasters, we think the biggest challenge is to prepare for a big quake that is impossible to predict.” As far as typhoons are concerned, Tokyo Metro is currently ensuring watertight doors at around 400 entrances to the subway system to reduce chaos caused by potential flooding.

“To help deal with any emergencies, we are preparing evacuation plans for each venue, and are considering the offer of multilingual support to facilitate prompt and smooth evacuations,” Tokyo 2020 official Kaho Akiyama told The Japan Times.

John Lewis drops travel insurance

is difficult to predict exactly how claim validity will alter between companies and individual policies. Travellers affected are advised to contact their individual policy providers, and InsureMyTrip has also extended its services to those insured by alternate providers: “We encourage passengers to read their policy and contact us to get clarification on coverage prior to filling out the paperwork. We are also happy to review policies not sold by us, as well,” said Gail Mangiante, Claims Advocate for the Anytime Advocates programme at InsureMyTrip.

Both John Lewis and Ageas – the UK retailer’s partner – have confirmed that John Lewis stopped selling travel insurance as of 18 February this year. The move follows Ageas’ partial withdrawal from the broker travel insurance business in November 2018 due to it being ‘no longer sustainable’.

A spokesperson for Ageas said: “After examining our partnership arrangements it was agreed with John Lewis Finance not to extend our travel insurance offer beyond our existing contract (January 2019). This decision reflects our continued drive to become more profitable.”

Ageas said that it will continue to accept

7

single and annual multi-trip policies via its online broker travel facility until May 2019, when the facility will close, but it then plans to keep the facility serviced until June 2020, when the remaining policies will expire.

John Lewis has offered travel insurance in partnership with Ageas to customers since July 2012, a financial services spokesperson at John Lewis noted: “With the current contract with Ageas coming to an end, we have carefully reviewed our travel insurance product to consider how best we can meet our customers’ needs.

As a result, we have taken the decision to close our travel insurance offer.”

INDUSTRY VOICE

Travel insurance as an ecosystem Richard Coleman, European Director at Collinson, explains how customer experience can act as a differentiator There’s no denying that travel insurers operate in a challenging environment – the maturity of the market, combined with the price-sensitive, savvy end customer and what some believe is a non-essential purchase, unlike car insurance, throws up a host of obstacles. More often than not, customers feel limited affinity with their insurance provider during the life of the policy, with the only contact being if they need to make a claim. In order to compete effectively in this market, it is ever more important for travel insurers to focus on customer experience, underpinned by deep customer insight.

It’s no longer enough to just improve your products and services; today you are competing with the best experience a customer has ever had, regardless of the brand or sector they have had it with. Therefore, customer expectations are incredibly high.

The role of personalisation One of the ways in which customer experience can be improved is through personalisation – letting the consumer know that you understand who they are and what they need.

People want and expect a more engaging experience. Having recently surveyed over 2,000 UK insurance customers, almost one-third (31 per cent) said that they received communications that weren’t personalised at all, and less than one-quarter (24 per cent) felt that their insurer treated them like an individual, as opposed to a number.

For insurers, personalisation can be very powerful. It allows us to tailor bespoke products to the customer’s needs. Of course, to help create more meaningful, individualised interactions, data is needed – something which historically has been difficult to extract. However, as consumers begin to understand

the interplay between data and better personalisation, they become more willing to share their data with the brands they trust, in return for better, simpler and more individualised experiences.

For example, when working with travel brands and airlines, we use data collected during the booking path to offer the appropriate travel insurance product at the right time. By offering this more tailored product, along with any relevant add-ons, the customer sees their needs reflected in the product suggestion and is more likely to purchase.

Making the proposition richer and more engaging through personalisation is incredibly important for the insurance market. However, it is still a product that customers rarely use once bought – so, for travel insurers, creating more tangible and useful ways to stay in the minds of customers is crucial.

Adding value to the customer experience To begin with, it is worth focusing on joining the dots of the wider traveller journey in order to create a differentiated

customers feel limited affinity with their insurance provider during the life of the policy, with the only contact being if they need to make a claim ecosystem of products and services to enhance the overall experience. With experiences becoming more highly valued, ‘moments of truth’ can be found outside of the ‘linear’ customer journey.

For example, by identifying the pain points in the customer journey, insurers can look to relieve them. Flight delay assistance products such as SmartDelay provide immediate access to an airport lounge in the event of a flight delay. Imagine the relief delayed travellers feel when a lounge access voucher is immediately sent to their mobile – and how vivid and longlasting that brand experience will be.

Another example might be to find ways to over-deliver on the core promises of your travel insurance. The central promise is that if a policyholder is unwell, their travel insurance provider will look after them. But what if they’re just not feeling 100 per cent and they simply want to access medical advice on the go? Digital health service apps such as Babylon Health can be embedded into the travel insurance proposition so customers can go through and utilise its services on their mobile or consult with a doctor via a video call about anything that is medically bothering them – a great benefit.

The importance of choice in customer experience Choice and convenience are key;

consumers expect services to be instantly available, seamless, personalised and on their terms consumers expect speed and 24/7 access, which you can only get through

a true ‘omnichannel’ approach to policy administration and claims handling.

An ‘omnichannel’ approach allows customers to choose how they interact with an insurer at any point in their journey. All of these interactions are joined up in the back-end system, giving the claims handler a single view of the customer’s contact.

With a simple travel claim, such as lost luggage for example, it may be possible for the customer to self-serve online. With a more complex claim, such as a medical claim, it’s important that the necessary ‘human channels’ are in place for customers to quickly talk to a true expert.

The key is finding a balance between the human and digital interaction at the correct time – it’s so important that insurance providers get this right, and provide choice, given the impact it can have on a customer who is in the middle of a travel claim.

Final thought Living in the expectation economy, consumers are choice-rich and just as likely to compare their claims handling experience with the service they get from their mobile network provider or bank. They expect services to be instantly available, seamless, personalised and on their terms. It’s up to insurers to offer the right choice at the optimal time – this is absolutely where customer service is headed. ■

Richard Coleman has over 20 years’ experience within insurance as both broker and insurer. He is responsible for delivering Collinson’s strategy for the European region which extends to insurance and assistance, loyalty and travel experiences. He is also on the advisory board of data technology firm Cytora.

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COMPANY BRIEF

New cruise products VisitorsCoverage has announced the development and launch of a new travel protection product catering to cruise passengers. SafeCruiseSM, which comes equipped with ‘handpicked travel insurance benefits’, has been created in response to the significant year-on-year increase noted in the number of holidaymakers choosing a cruise as their preferred trip option.

Both millennials and baby boomers are reportedly drawn to the benefits of cruises – VisitorsCoverage cites figures from the Florida-Caribbean Cruise Association that estimate 27.2 million people around the world took a cruise holiday in 2018, a number that is expected to rise again throughout 2019.

VisitorsCoverage has developed SafeCruiseSM in partnership with International Medical Group (IMG).

The package includes emergency medical evacuation, accident and sickness medical expense, trip interruption, and optional benefits such as cancel-for-any-reason coverage.

“We are excited to work with VisitorsCoverage on SafeCruiseSM,” said Amanda Winkle, IMG’s Vice-President of International Sales. “The travel industry has seen a rapid increase in demand for cruise vacations and SafeCruiseSM was created to meet the specific needs

of those travellers. VisitorsCoverage continues to be a market leader, developing products to meet their clients’ needs.”

Alternatively And hot on the heels of SafeCruiseSM’s launch, APRIL Travel Protection has announced that its new product APRIL Cruise is now officially available via travel insurance comparison site InsureMyTrip.

It includes coverage for transportation and additional expenses that passengers may face when they miss their cruise departure due to a flight delay or any other unexpected obstacle. The plan will pay for a passenger to meet their vessel at the next port on its itinerary; additionally, it covers missed ports of call and features various optional upgrades, including enhanced cover limits for missed departures or lost baggage, cancel for any reason protection, and damage to a rental car.

“Our research indicates that missing a cruise departure due to weather-related flight delays and cancellations is one of the top concerns for cruisers,” said InsureMyTrip CEO Jim Grace. “This plan addresses those concerns with expanded coverage, designed to help cruisers with missed departures ‘catch up’ to their cruise.”

Another feature that APRIL is keen to promote is the enhanced flexibility of the

waiver conditions for customers with preexisting conditions included in the plan; while many travel insurance plans allow a window of 14 days following initial trip deposit in order to meet the conditions of a waiver for pre-existing conditions, with this new plan, providing it is purchased within 24 hours of the final payment for the trip, customers will be covered.

Age Partnership offers travel insurance

“With many clients depositing their cruises up to two years in advance of the actual sailing date,” explained Jason Schreier, CEO of APRIL Travel Protection, “this feature allows clients to hold on to their money for an extra 24 months without losing vital benefits.”

The plan, which has no age limit, is APRIL’s first niche cruise product.

Canada launch for insurtech Blink Travel insurance-focused insurtech Blink Innovation has announced that its Canadian launch has been a success.

The startup partnered with Blue Cross Canassurance, a Canadian travel insurer, four months ago, and in the interim Blue Cross has seen a significant uptake in sales of its travel delay add-on Serenity Service, administered by Blink.

Founded comparatively recently in 2016, Blink, a subsidiary of CPP Group, provides real-time flight disruption insurance, and has been busy forging partnerships in North America, Europe and Asia. As soon as a customer’s flight is delayed, they receive a notification, and subsquently access to airport lounges, hotel accommodation and cash payments if needed.

“It’s only been four months since Blue Cross launched its Serenity Service in Ontario

Age Partnership, a UK-based equity release specialist, has announced that it will be launching its own branded multitrip travel insurance policies – along with home insurance solutions – for customers aged 75 and under.

The bespoke travel insurance product will be offered as a white label solution via Cavere Intermediary, a new general insurance provider that launched in January.

Cavere has designed the product and will offer it via a portal on Age Partnership’s website, administering every aspect from end to end, including claims, through its proprietary Magenta platform.

“Cavere Intermediary is positively disrupting the general insurance market,” said Steve Dicks, Head of Insurance at Age Partnership.

“Their insurtech approach injects much needed innovation and efficiency into the

and Québec in conjunction with Blink,” said Paul Prendergast, CEO of Blink, “but in that short time the uptake has surpassed all our expectations. Our partners in Canada have been hugely positive about how well-received the service has been, and the figures show that more and more Blue Cross clients are registering with the Serenity Service, with many already having benefited from the service itself. We are now embedded in thousands of Blue Cross policies.”

Customers, said Denis Belliard, VicePresident of Customer Experience for Blue Cross in Ontario and Québec, demand simplicity and speed, and have reported being ‘pleasantly surprised’ by the Serenity Service: “They will continue to demand higher levels of service offering and it is up to us to provide a progressive customer experience that matches advancements in technology.”

process and we’re delighted to be launching our direct to consumer offering with them.

Being able to offer home and multi-trip travel insurance for those aged up to 75 years old is unusual and important for our customers, when the industry standard is just 65. We’re really excited by the portential to deliver a better customer experience for improved brand loyalty and customer retention.”

Cavere Intermediary offers general insurance products, including travel, personal accident and home insurance, to brokers and other intermediaries. Paul Thompson, the company’s Managing Director, commented: “At a time when customer loyalty is vital, the focus of Cavere is to work in partnership with intermediaries to ensure they drive loyalty by getting right first-time solutions for each customer and their individual needs and risks.”

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Health Insurance Group joins GBN network SSQ offers late flight compensation The Health Insurance Group, an independent intermediary delivering customised health and wellbeing solutions, has announced that it has joined as a member of GBN Worldwide, a global insurance network of reinsurers, independent brokers, local insurers and specialty suppliers. GBN Worldwide has over 120 members in 140 countries; through membership, the Health Insurance Group will now be able to share and access local products and expertise.

“We are excited to join GBN Worldwide,” said Sarah Dennis, Head of International at the Health Insurance Goup. “We are confident that this new partnership will allow us to achieve our goal of providing a

unified product and service proposition to our multinational clients, no matter the exit strategy of Brexit. With the ability to access global local insurance, the partnership will enhance our service to clients even further and we look forward to working with the GBN to expand our offering.”

Elena Mistal, Head of Operations at GBN Worldwide, welcomed the Group to the network: “Having recently achieved ‘Gold’ status again by Investor in Customers, it is clear clients value their excellent service. We look forward to working together to explore the entire market and find the best products and providers that meet our mutual client needs.”

Canadian insurance company SSQ Insurance, as part of its efforts to reinforce and diversify its travel insurance portfolio, has partnered with Late Flight Claim Inc. to offer policyholders a solution that will compensate them if their flight is delayed, cancelled or overbooked. SSQ will provide Late Flight Claim’s services via its Assurance Voyages subsidiary, with the potential for these solutions to be embedded into other SSQ travel insurance products in the future.

“The objective of the agreement with Late Flight Claim is to give our customers innovative solutions that make their lives easier,” said Éric Trudel, Senior Vice-President of Strategy and Product

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Management at SSQ Insurance. “Thanks to Late Flight Claim, our customers will be able to rely on the services of a specialised firm at a preferential rate, thereby relieving one source of stress from their travelling.”

Jacob Charbonneau, Co-Founder of Late Flight Claim, commented: “Not only is a delayed, cancelled or overbooked flight a nerve-wracking experience while travelling, the process of obtaining compensation from airlines can sometimes be tedious. We are pleased to add SSQ Insurance customers to the thousands of travellers who call on the services of Late Flight Claim every month.

Since the company began, we have obtained compensation in 92 per cent of cases.”

INSURANCE MATTERS

Blockchain in the insurance market Market research company Absolute Market Insights has published a report on blockchain in the insurance market, highlighting that the segment is expected to grow at a compound annual growth rate (CAGR) of 65.9 per cent between 2019 and 2027.

Blockchain, which can codify business rules and automate claims processing by allowing policyholders and insurers to track and manage physical assets digitally, is ‘anticipated to be the fuel for transforming the insurance industry’, Absolute Market Insights claims.

Those key areas that offer high potential for blockchain implementation include fraud protection, risk and claims prevention and management, as well as new distribution and payment models and reinsurance.

The report provides both qualitative and quantitative research of blockchain in the insurance market, highlights the key players within the market – which include Amazon Web Services, AUXESIS GROUP, Boston Consulting Group, Guardtime, IBM Corporation and Microsoft – and offers comprehensive insights on the key contenders and the preferred development methods that they employ.

In addition, the study identifies the key target audiences for the market; how the growth of the market will impact the future of the overall insurance industry; the major countries, states, cities and regions contributing to the market development; and who the market leaders and challengers are.

Legal help for insurtech startups While the UK’s insurtech sector is blossoming, with some estimates putting 2018 investment levels at $1.7 billion, the UK Insurtech Board has warned that startups coming into the market lack the necessary legal support, meaning that they often enter discussions with potential partners from a position of weakness In response to this, the Board has launched a new resource to help startups know where they stand. The legal toolkit contains a number of key documents that, it is hoped, will help new insurtechs more easily forge relationships with bigger corporates.

The toolkit, which has been developed with the co-operation of law firms Simmons & Simmons and Dentons, can be downloaded for free from the website of Tech Nation, the

own contractual norms and practices and without legal support, early stage businesses are disadvantaged in drawing up and negotiating documents that meet the expectations of potential partners.

This new toolkit addresses that problem.

Conforming to industry standards, they can be downloaded free of charge and used as a legal underpinning to negotiations.”

The documents, explained Martin Mankabady, a partner at Dentons, cover all the essential areas that need to be considered before beginning a negotiation, and represent ‘a balanced starting point’.

“It is hoped,” he said, “that [they] will smooth the path of such negotiations and, in the process, reduce friction, time and cost. This will enable to relevant parties to focus on the key commercial issues.”

The Insurtech Board, which is backed by the UK Government, has a membership

The insurance sector has its own contractual norms and practices and without legal support, early stage businesses are disadvantaged in drawing up and negotiating documents that meet the expectations of potential partners

Absolute Market Insights notes: “An organisation with a phenomenal strategy for success dependably has the edge over the rivals in the market. It offers the organisations a head start in planning their strategy.”

The report, which is available through Absolute Market Insights, is also available customised: either country-specific, with an author’s support on market insights, or with quarterly and yearly industry updates.

group behind the Insurtech Board initiative.

The aim is to remove as many legal and compliance-based hurdles as possible.

“We’ve been encouraged by ever-growing willingness and interest from insurance companies to work with innovative startups as a means of driving innovation, but it’s clear that standard legal issues can stand in the way of collaboration,” said Eileen Burbidge, Chair of Tech Nation. “The insurance sector has its

MEDFLIGHT

comprising of representatives from insurtech startups, established industry incumbents and governmental figures. It was formulated to identify and solve the challenges stopping the insurtech ecosystem from running smoothly. The fully standardised documents, which include a non-disclosure agreement, an appointed representative agreement, a terms of business agreement and various key amendements, are seen as a key plank of that strategy.

Using AI to fight fraud A new scheme backed by the UK Government aims to use artificial intelligence (AI) to fight the plague of insurance fraud – which, according to government statistics, cost the UK economy £3 billion in 2017. This equates to £10,400 per fraudulent claim, and an extra £50 per policy for consumers.

Intelligent Voice Ltd is partnering with Strenuus Ltd and the University of East London to develop a new type of software, which will combine AI and voice recognition technology to interpret telltale signs in the emotions and linguistical patterns of insurance claimants, to ascertain whether they are credible. It is one of 40 different AI-driven projects backed by

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the government via a £13-million funding boost, including an online legal bot and a drone-powered flood analysis tool.

“Artificial intelligence and data are transforming industries across the world,” said Greg Clark, UK Business Secretary.

“We are combining our unique heritage in AI with our world-beating professional services to put the UK at the forefront of these cutting-edge technologies and their application. We want to ensure businesses and consumers benefit from the application of AI – from providing quicker access to legal advice for customers, to tackling fraudulent insurance claims, these projects illustrate our modern industrial strategy in action.”

INSURANCE MATTERS

Insurtech – the place to be KPMG International has released its latest Pulse of Fintech report, revealing that, over the past year, on a global level, there were 13 insurtech deals worth over US$100 million However, overall, the global value of the insurtech market actually fell between 2017 and 2018, with $5.7 billion in private investment last year, compared with $10.3 billion in 2017.

The Pulse of Fintech is a ‘biannual report highlighting key activities and trends within the fintech market globally and in key regions around the world’. The report notes that despite this decrease, $5.7 billion is still ‘easily the third-highest annual total ever’. Will Pritchett, Global Lead of Insurtech, KPMG International, commented on the trend: “AI and machine learning are incredibly important and are going to redefine insurance in the coming years. But it’s still very early days. It will be almost impossible to really drive AI value on anything more than the most basic of insurance products until you’ve dealt with some of your fundamentals — your data, your legacy systems and the way your products are constructed and serviced.”

The report stated: “The focus of many insurtechs also shifted to platform-based models, with companies looking for ways to plug into different distribution networks or payments systems, work with different insurers, or offer white-label products and services.”

Last year saw a shift in the way that insurtech companies viewed data, recognising that it plays a crucial role in creating and selling on-demand insurance products. As a result of this, many insurance companies revamped their data management strategies in order to enhance consumer trust, thus encouraging consumers to share more of the personal data that is vital to appropriately tailoring products and services to individual needs.

Despite the global decrease highlighted in the report, insurtech investment grew substantially within isolated markets. Within the

US, many companies ‘held sizeable funding rounds’: healthcare-related insurtech was a big winner throughout the year, led by two raises by Oscar Heath totalling $540 million, and a $300-million raise by Devoted Health.

The report also predicts that Asia will likely see substantial growth in insurtech investments in 2019 – partly from US and Europe-based traditional insurers who are looking to use Asia as a means of testing alternative insurance offerings.

Furthermore, growth in terms of partnerships

Collaborative opportunities are driving a lot of interest in areas like insurtech right now increased in 2018, and will likely continue into 2019.

Meital Raviv, Director, Head of Fintech & Innovation, Financial Services for KPMG Israel, said: “Collaborative opportunities are driving a lot of interest in areas like insurtech right now. We’re seeing very different companies working together to create new business models and value propositions — such as insurance companies and automobile companies sharing data on their customers and then developing insurance programmes based on that data. This trend is only going to continue moving forward.”

revenue grew by over 300 per cent in 2018 and is now working with over 350 sharing economy marketplaces, platforms and property agents, while Neos doubled its planned sales, signed major partnerships in the UK and Europe and had Aviva acquire a majority stake in the company in November – building on its existing minority investment.

The report also identifies the 25 new insurtechs that are ‘most worthy of attention’.

Those chosen include seven ‘Distribution Insurtechs’, following more traction in distribution than was expected in 2018: Finabro, FloodFlash, INSHUR, Laka, ottonova, Yulife and Zeguro made up the seven.

The other four categories which Oxbow Partners identified were ‘Distribution Support’, ‘Data and Analytics’, ‘Operations’ and ‘Claims’. Those included in the category of ‘Distribution Support’ were Broker Insights, Element, Hokodo and Tremor – all companies identified as ‘insurtechs connecting capacity with distribution, but not pursuing sales themselves’. The

report adds: “This category might grow if insurtechs think they can grow faster by providing their platforms to incumbents: we have categorised Laka and ottonova as ‘Distribution Insurtechs’ as this is their primary model, but both run two-track models.”

Concirrus, DQPro, Inforcehub, Metabiota, Pharm3r and Shepherd came under the ‘Data and Analytics’ category, while those under ‘Operations’ were Artificial, Digital Insurance Group, Insly, McKenzie Intelligence, OnSiteIQ and Whitespace. Those under the ‘Claims’ category were bdeo and Snapsheet.

The report also considers the impact insurtech is likely to have on insurers and brokers – Chairman of Oxbow Partners Stuart Davies suggests that due to funding ‘skewing to larger, later stage investments’, insurtechs in the US will likely benefit most, where ‘investor pockets are traditionally deeper’. “Europe might find that insurtech quickly moves from being a universe of early stage experimenters to a group of aggressive US tech companies attacking their markets,” he noted.

peers in addressing the climate challenge, and Brait cites QBE’s ‘approach to climate change’ as ‘a clear case of corporate masochism’. A QBE spokesperson told insuranceNEWS.com.au that the company sees climate change as a ‘material business risk’ and supports ‘both the Paris Agreement and the goal of limiting global average temperature increases to well below two degrees Celsius’.

The spokesperson explained that the business intends to implement the G20-backed Task Force on Climaterelated Financial Disclosures (TCFD) recommendations, as per the insurer’s 2018-2020 climate change action plan.

These include actions in governance, strategy and risk management, and plans to develop short, medium and long-term targets in line with the Paris Agreement.

“Consistent with our climate change action plan,” said the spokesperson, “during [this year] we are completing detailed analysis of climate-related risks and opportunities in priority underwriting portfolios, followed by a review of our underwriting strategy.”

QBE is involved with The UN Environment

Program Finance Initiative, which aims to develop analytical tools for climate scenario analysis consistent with the TCFD recommendations. In turn, these will inform the subsequent development of targets to manage QBE’s risk, consistent with its published plan. An additional internal review has also revealed that QBE has less than one per cent of its investment portfolio in coal-related assets.

However, Head of Ethics Research Stuart Palmer said: “Underwriting or investing in new fossil fuel infrastructure today will warm the planet for decades to come.”

Indeed, Market Forces said that the insurer’s actions ‘do not go far enough’.

It wants QBE to withdraw entirely from the fossil fuel business: “QBE currently provides insurance for fossil fuel infrastructures, so it actually helps the fossil fuel infrastructures get built by providing insurance, and there is nothing in its climate change action plan or any other documents that stops it from continuing to do that. So it is, as we speak, helping the fossil fuel industry expand, which goes against what needs to happen to limit global warming.”

Top 25 insurtechs for 2019 Oxbow Partners has released its 2019 InsurTech Impact 25 report, revealing the top 25 insurtechs most likely to have a major impact on the European insurance industry.

The 2019 report, which marks the second published InsurTech Impact 25, provides an update on last year’s members – noting that the companies, including Bought by Many, GUARDHOG and Neos, had a strong year in 2018. Bought By Many, for instance, closed a £15-million funding round and will launch in Sweden this year. It also grew by over 100 per cent and ranked 13th on the Sunday Times TechTrack 100. GUARDHOG’s

QBE’s climate change action plan Australian climate campaign group Market Sources recently lodged a shareholder resolution demanding that Australian insurance group QBE sets targets to reduce its investment in and underwriting exposure to coal-linked business. However, the insurer claims that its ongoing climate change action programme shows that it is committed to tackling the threat.

The resolution, which was submitted with the support of wealth manager Australian Ethical, needs the support of at least 100 shareholders for it to be taken up at the QBE annual general meeting in May. “Disclosure is not enough,” Market Forces member Pablo Brait said. “QBE also needs to manage and eliminate its climate risks.”

Australian Ethical wants QBE to match its

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INSURANCE MATTERS

Gender diversity in insurance improving Following the release of its annual talent and diversity survey results, The Association of British Insurers (ABI) has revealed that gender diversity within the insurance industry has improved However, the organisation also said that change is minimal at a senior level, and more work is required to ensure the gender gap decreases and ensure ‘the future success of the industry’.

The ABI’s survey, which interviewed 103,000 insurance employees (although it did not cover insurance brokers), found that the proportion of women on executive teams increased in 2018, but overall the number of women remained low – totalling 27 per cent. This was also shown to be true at management level: 39 per cent of people at management level are female (though this marks an impressive 36-percent increase on 2017’s figures).

Though the number of women at an entry level position exceeds that of men, the ABI felt that representation at board level was ‘negligible’, rising only one per cent.

Amanda Blanc, Chair of the ABI and CEO EMEA for Zurich Insurance Group, said: “The vast majority of adults in this country are customers of the insurance and longterm savings industry in some way. Matching the diversity of our workforce to the diversity of the communities we serve is essential to our industry’s future success. Such a change takes time, but the last few years have seen a real shift in commitment at the highest levels of the industry, and at last there are signs the dial is starting to shift.”

Indeed, employers are putting in efforts

to drive change – the survey highlighted that 88 per cent of firms had an executive sponsor for diversity and inclusion in 2018 compared to 74 per cent the previous year; there has also been an increase in the number of employers now using diverse interview panels for recruitment (an 11-per-cent increase to 78 per cent), and there is a greater implementation of blind CVs and gender balanced shortlists.

In addition, 61 per cent of companies surveyed noted that, in an effort to increase diversity, they had a mentoring programme for groups who are underrepresented in the company. However, the survey also uncovered that the proportion of black and minority ethnic people working in the sector fell from 15 per cent to 13 per cent in 2018.

Blanc said: “Gender equality is only one aspect of diversity, but I am encouraged to see growth in female representation at manager and executive levels, and more women than men continue to join the industry. This progress needs to be repeated, year after year, if the industry is to become truly diverse. And where we make progress on gender, we must scrutinise what is working and why so we can improve diversity across the board – on sexuality, on ethnicity and more.”

Zurich publishes UK gender pay gap Insurer Zurich has published its UK gender pay gap for 2018 as part of its efforts to achieve gender equality within its ranks and improve transparency around the process.

According to its data, between 2017 and 2018 Zurich UK reduced its mean gender pay gap from 27.3 per cent to 22.8 per cent and its median gender pay gap from

27.4 per cent to 22.6 per cent. However, its mean and median bonus pay gap, as of 2018, was 51.9 per cent and 44.9 per

Gender equality is only one aspect of diversity, but [we are] encouraged to see growth in female representation at manager and executive levels, and more women than men continue to join the industry cent respectively, compared with 47.2 per cent and 34.2 per cent in 2017. These figures are impacted, the insurer clarified, by the fact that 93 per cent of its parttime employees are female, and the fact that the number of one-off payments for attraction or retention have increased.

“I am pleased to announce our gender pay gap has reduced to 22.8 per cent,” said Tulsi Naidu, CEO of Zurich UK. “While this is a great step forward, there is clearly more to do to reduce both the hourly pay gap as well as the bonus gap. Differences in average pay and bonus are due to the underrepresentation of women in senior and technical roles at Zurich and more broadly across the insurance sector. Fewer women than men apply for senior roles at Zurich and we believe this is partly due to the need for more flexibility in roles at all levels.”

The insurer has announced some major recruitment and retention initiatives so that it can continue to improve its efforts in this area. All new vacancies will from now on be advertised as available parttime, as a job share, or full time, while all

interview panels will consist of at least two managers, preferably of mixed gender and ethnicity. Diversity will be a key factor when determining longlists and shortlists for potential employees, with gender balanace a particular focus. Zurich has also pledged to commit to flexible working practices so that employees can achieve a more desirable balance of work and home life.

Additionally, the company will run an Early Careers programme to encourage young women to consider a career with Zurich, and a Youth Skills programme that will hopefully inspire more school-age candidates to consider working towards an insurance industry career. Zurich will also continue to run its Women’s Innovation Network, which is now in its fifth year and has over 800 UK-based members.

It is encouraging – particularly with International Women’s Day occurring recently – to see prominent figures in the insurance industry saying the right things about gender equality, making ambitious commitments and demonstrating concrete improvements. For example, ITIJ recently reported on the Chartered Insurance Institute’s own laudable efforts in this area.

However, while a certain amount of celebration is in order, it should not lead to complacency. Reducing a gender pay gap by significant percentage points is an achievement, but businesses in all sectors should be asking themselves why these gaps exist in the first place. Gender inequality is as much a matter of culture as it is of processes, and we can only hope that decision-makers in all industries are taking a holistic approach to inclusivity, rather than indulging in tokenism.

InterContinental Malta

27-31 OCTOBER 2019

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INSURANCE MATTERS

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TRAVEL MATTERS

Airlines slammed over CO2 emission goals Grantham Research Institute at the London School of Economics has conducted a study to uncover which airlines are reducing their environmental impact, concluding that none of the world’s 20 biggest publicly traded airlines is doing enough to tackle climate change The airline sector currently accounts for two per cent of global CO2 emissions and 12 per cent of transport-related CO2 emissions. Indeed, the International Air Transport Association (IATA) predicts that the number of air travel passengers will double to 8.2 billion by 2037, and David Russell, Head of Responsible Investment at USS Investment Management Ltd, emphasises this: “The airline sector is one where emissions – and therefore exposure to climate policy risk – are predicted to grow.”

The research, which was funded by global climate change initiative the Transition Pathway Initiative (TPI), highlighted that ‘none of the world’s top 20 airlines currently have a target that clearly specifies how it will reduce its own flight emissions after 2025’ and so fall short on the Paris Agreement goal of limiting global warming by 2°C. The research was backed by over US$13 trillion of investors, including the London Environment Agency Pension Fund, BNP Paribas and Legal & General Investment Management.

The study noted that the airlines that currently have the highest CO2 emissions are ANA Group (Japan), Japan Airlines, Korean Air and Singapore Airlines, though it is worth

noting that Delta, United, Lufthansa and ANA Group are all leading in terms of their carbon ‘Management Quality’ score. EasyJet is the only airline with a CO2 emission intensity of flights below the 2°C benchmark post-2020; however, in terms of ‘Management Quality’, it sits at level two – ‘Building Capacity’.

Still, small efforts offer little compensation at this stage (the average Management Quality score for the sector is 2.4 out of five – lower than both the automotive and electricity sectors) and the study raises concerns that the airlines’ strategies rely on carbon offsetting rather than reducing their own flight emissions. Faith Ward, Co-Chair of TPI, said: “Offsetting is no substitute for a clear strategy to reduce emissions, and the International Energy Agency’s carbon budget for air transport excludes the use of offsets.

The aviation sector is doing the basics when it comes to carbon performance, but investors are urging them to take more significant steps as they judge which airlines are most likely to survive the turbulence of the transition to a low carbon economy.”

The aviation industry has a range of actions it can take to respond to climate change – improved energy efficiency, bio fuels and offsetting, amongst others Offsetting is not the only hurdle that airlines face when building a corporate strategy that will appease the investors: some, such as Delta and Lufthansa, have also met demands for strategies that link climate

US airline to pay damages to Spanish teen A major US airline has been ordered to pay damages for leaving a teenager overnight in a terminal, writes David Ing Delta Airlines reportedly left a teenage girl passenger to sleep alone in an airport terminal overnight after a late cancellation of the transatlantic flight she was due to fly home on.

A court in Madrid sentenced the airline to pay €1,200 after hearing that, unlike other people on the plane, she was not offered an overnight hotel bed because she was told she was too young to be registered.

The court case was held last year but details only emerged in Spanish media in March after online claims company reclamaciondevuelos.com highlighted the sentence as part of its campaign to seek increased damages payments for airline passengers subjected to delays and cancellations.

It said that the incident occurred when the girl, who had just turned 17 years old, was flying home to Spain from Louisville via Atlanta, Georgia, US. At Atlanta the connecting flight to Madrid was initially delayed for several hours and then aborted altogether a few minutes after the plane took off.

Back in the terminal, Delta Airlines staff announced that they would be putting the passengers on a flight the following day and began organising transfers to nearby hotels.

“However, the girl was told she could not be registered in a hotel because she was under 18,” said Javier Lopez, a spokesman for

change targets to executive pay. Russell commented: “The sector has to be able to explain to its investors how it will manage the shift to a lower carbon future. The analysis shows that whilst some in the sector are treating this issue strategically, others have some way to go.”

Helena Viñes Fiestas, Deputy Global Head of Sustainability at BNP Paribas Asset Management, added: “The aviation industry clearly has a range of actions it can take to respond to climate change – improved energy efficiency, biofuels and offsetting, amongst others. As investors, we need clarity about the contribution each of these

Travellers prioritising safety American SaaS company SAP Concur, which provides businesses with travel and expense management services, has released data from its European-wide research on business travel – and there are some really interesting findings.

The company surveyed more than 7,400 business travellers and assessed their feelings about travelling for business. It found that 48 per cent of business travellers would consider not travelling abroad for work if it took them to a location they considered unsafe – safety is paramount!

Speaking of safety, 23 per cent of British travellers surveyed by SAP Concur said they were involved in, or close to, a critical incident while away for work in the last year. Sounds like it’s right for travellers to be wary. So why are business travellers concerned? It could be because 20 per cent of European business travellers believe that their employer couldn’t provide any professional support in a major incident. This figure rose to 33

reclamaciondevuelos, which took the case to court on the behalf of the teenager’s family.

As a result, she had to stay overnight at the airport terminal, where there was no-one to supervise her welfare.

When she finally got home to Spain, the teenager’s parents lodged an official complaint against the airline.

When Delta replied with a letter offering loyalty card points for future flights as compensation for the incident, the girl’s father decided to approach the flight claims website to take up the case, said Lopez.

“She got caught in a legal vacuum,” he added. “The airline needed to find a solution, but they left her to fend for herself.”

Delta has been asked to comment on the case, but at the time of writing has not replied.

will make – and, critically, how much they will cost – if the sector is to make its contribution to the goals of the Paris Agreement.”

Efforts towards reducing the impact of global warming should be nothing short of colossal at this stage in the game. That so few airlines have stepped up to the mark highlights a problem inherent within the industry – there are very few carbon-neutral alternative technologies available in terms of commercial air travel, and this isn’t likely to change any time soon. Airlines need to act fast to reduce their own flight emissions if they wish to uphold an environmentally and economically sustainable business model.

per cent in Finland and 27 per cent in Germany. And if you can’t have faith in your employer, who can you have faith in?

However, all is not lost. In fact, 64 per cent of respondents said that their company takes its duty of care obligations seriously.

Emma Maslen, MD of UK Enterprise at SAP Concur, commented on the importance of duty of care: “Without duty of care technology in place, organisations may be sending their business travellers in blind while abroad as they lack the necessary visibility into where their employees will be and when. Organisations need technology that tracks threats and then enables them to accurately locate, contact and offer assistance to their employees in the case of any incidents, be that losing a passport, a medical emergency or in rare cases serious incidents like natural disasters.”

The research, she said, highlights the need for continuous commitment to duty of care and the need for businesses to continue evolving and adapting.

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Tourism growth for Dubai in 2018

Dubai’s Department of Tourism and Commerce Marketing has reported that Dubai’s visitors in 2018 increased by 0.8 per cent from 2017 – having welcomed a total of 15.92 million people in the last year Dubai Tourism Chief Saeed Al Marri said in a statement: “[The emirate is] focused on ensuring that [it] becomes the number one most-visited city in the world.” Indeed, Dubai and the United Arab Emirates (UAE) have been implementing measures to boost tourism to the country. Just some of the actions taken include granting Russian and Chinese tourists visas on arrival – a move that will help to increase the number of visitors from these countries – and marketing itself as a family-friendly destination, complete with theme parks such as the Marvel-inspired IMG Worlds of Adventure.

It was revealed that the top source market for travellers was India, with more than two million in total in 2018; Saudi Arabia came second,

Most popular ski destinations revealed Ski tour operator Crystal Ski Holidays has conducted an analysis that reveals the nations most obsessed with winter sports based on factors such as alltime winter Olympic medals, yearly skiing visitors, skiers per 10,000 people, and Google search data.

The results, which were published in December 2018, highlight that the US sees the highest amount of yearly skiing visitors from in and out of the country, with 54,905,000 people trekking to the resorts to experience the slopes – ‘that’s one million fewer people than the whole population of South Africa’, the report notes.

France and Austria mark the second and third most popular destinations respectively.

With slopes such as Chamonix, Morzine and Tignes, France welcomes 54,012,000 foreign and domestic visits to ski resorts every year; Austria has 51,722,000 visits and boasted the highest skier to tourist ratio out of all countries, with an average of 35 per

growing by three per cent in 2017 to 1.6 million travellers; the UK came third, though its visitor numbers dipped by 5.5 per cent to 1.2 million; and China took the fourth spot, with a 12-per-cent increase: 857,000 people in 2018.

Russian visitors also increased by 28 percent to 678,000, taking the fifth place in 2018.

On the other hand, the numbers of Gulf tourists to the region declined, likely following the UAE (and three other Arab countries) boycotting Gulf Cooperation Council member Qatar in June 2017.

“Our strategic investments, innovative destination promotion programmes, responsive federal policy reforms and longterm global partnerships – all backed by the tremendous support of our stakeholders across the government and private sector – continue to yield strong results,” said Helal Al Marri, Director-General of Dubai Tourism.

The desert city-state aims to attract 20 million visitors annually by 2020, when it is due to host the six-month global trade fair Expo 2020.

Top Spring Break destinations revealed Allianz Global Assistance has released the top travel destinations for Americans this 2019 Spring Break season, revealing that sunny Florida is one of the most popular destinations for domestic trips, while Mexico is the top choice for international travel.

Allianz recently published the findings, which revealed the most popular day for

travelling was 28 February for domestic travel (3.6 per cent) and 16 March for international flights (4.4 per cent). It also highlighted that, although the top destinations uncovered are based on trips between 22 February and 21 April, most Spring Breakers will be spending five days in domestic destinations (31 per cent) and eight days internationally (52 per cent).

For Spring Breakers travelling within the US, Orlando was the number one destination, with 7.9 per cent travelling to the sunny beaches; Phoenix came second, with 5.4 per cent of travellers heading there, highlighting that hot and sunny spots ruled as the desired climates.

Florida’s beaches and holiday resorts appeared to be popular destinations

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cent – meaning that for every 100 tourists to visit Austria, 35 of them are visiting to ski.

The study’s ‘Surprising Ski Enthusiasts’ category identified the UK as the country with the highest numbers of skiers per skiing area: a grand total of 634,000. Belgium came second, with 179,000 skiers for every ski area.

China has the highest number of ski areas out of all other nations, with 703 areas in total for its 12,880,000 yearly skiing visitors; the country also has 62 Winter Olympic medals under its belt.

With 547 ski areas and 58 Winter Olympic medals, Japan came second, but it’s also worth noting that Japan has 2.5 times more visitors than China heading for the mountains (32,141,000 ski visitors).

Other results revealed that for each of Austria’s 254 ski areas, the country has 203,630 potential skiers, while in Russia, you’d only have to share one of the 354 ski areas with 19,068 others.

overall, with Fort Lauderdale (3.9 per cent), Fort Myers (3.6 per cent), Miami and Tampa (2.8 per cent) all making the top 10 list – coming sixth, seven, eighth and 10th respectively. City breaks such as Las Vegas (third), New York (fourth) and Los Angeles (fifth) also made the top 10 list, and going against the grain, Salt Lake City also made its way onto the Top 10 list – coming ninth as 2.9 per cent of travellers opt to head to the slopes for their Spring Break.

In terms of the top international Spring Break destinations, Mexico reigned supreme: with Cancun (11.8 per cent) and San Jose Del Cabo (6.9 per cent) leading the list. Nassau in the Bahamas jumped up from seventh to third place this year, with 5.9 per cent of travellers heading here. Puerto Vallarta, Mexico, came fourth, with 5.6 per cent; and San Juan, Puerto Rico, made a comeback – at fifth place, with five per cent – after dropping off the list in 2018, following its recovery from 2017’s Hurricane Maria.

Aruba came sixth, at 4.8 per cent, with travellers going to Oranjestad; Higuey in the Dominican Republic took the seventh place (4.7 per cent); and Montego Bay in Jamaica (4.2 per cent), Providenciales in Turks and Caicos Islands (3.5 per cent) and Grand Cayman in the Cayman Islands (3.2 per cent) marked the eighth, ninth and 10th most popular destinations respectively for international trips.

INDUSTRY VOICE

Planning, dreaming, booking and travelling Peter Honnor, Head of Strategy at experience design agency 383, shares his insights into how travel booking engines can improve their bottom line by engaging customers at the earliest stages of their planning journey The travel booking journey is now very well defined, with the familiar stages of dreaming, planning, booking and experiencing all known and serviced by many travel operators.

It’s no surprise that with this journey, it’s the booking phase that has received the most attention and effort as, ultimately, it’s where the revenue lies. For proof of this, we only need to look to Google, which recently announced that its users will be able to book hotel rooms directly from search results pages and find and book hotels from its Maps service.

It’s clear that once Google gets involved in such a critical and financially-focused part of the booking journey, it’s time to have a look at the overall experience before the booking process begins.

So where can online booking platforms make a positive difference to real user behaviour across their travel booking journey?

Looking to established sites such as booking.com and Expedia, they have spent countless hours refining their booking process through endless A/B and multivariate testing. This has no doubt led to booking engines that are super smart and convert to the best of their digital ability. However, it has also led to a depressing familiarity across their experiences.

Users are now totally accustomed to the endlessly familiar drop-down menus, date pickers and filtering options across any travel site they choose to book with. Quite simply, they may have become ruthlessly efficient at converting users, but in this process they have also become bland, boring and repetitive.

And this is where the opportunity to deliver new digital experiences within the travel sector lies.

When all booking engines deliver the

same products and experience, it is only those who deliver a seamless journey from dreaming, on to planning and then

When all booking engines deliver the same products and experience, it is only those who deliver a seamless journey from dreaming, onto planning and then finally into booking who will truly thrive finally into booking who will truly thrive.

So how can this be achieved?

Stage 1: dreaming The behaviour of potential travellers has recently and rapidly evolved in terms of where they look to dream about and discover new travel destinations. Users want – and need – to be able to see themselves in far-flung destinations, mentally feeling the sea lapping at their

feet on the number 51 to work. Within the dreaming phase of a user’s booking journey, content is truly king.

For confirmation of this, we only need look to the explosion of social media and its influence on the travel industry.

Instagram is now one of the main sources of inspiration for users looking to find new places to travel, and the reason is simple – it’s pure, unadulterated visual stimulus.

If you are serious about delivering a winning upper funnel travel booking experience, then rich, rewarding and engaging content must be at the top of your requirements list.

Stage 2: planning As we move to the planning stage, it’s important to recognise that users need

Instagram is now one of the main sources of inspiration for users looking to find new places to travel detailed tools and functionality to actively plan their trip. They need to be able to quickly create, change and share itineraries with their friends and family, and simple, easy-to-use functionality is key to success in this phase.

Once a destination is found, users need as much information as possible about their chosen location. Facts, figures, maps and planners are key to ensuring users have everything they need and return to your experience to plan their trip in detail.

Stage 3: booking Finally, it’s time to move your users into the booking funnel, having captured everything they have considered, planned and are now wanting to book. Now is the time to take the best practices and functionality from the major booking sites and implement them into your experience. Helping users to purchase and convert is no longer a mystical science, and there are tried, tested and proven experiences that can drive conversion within your experience.

For the record, it’s totally fine to ‘take inspiration’ from your competitors to

help push your experience forwards – I can promise you that they have reviewed your experience plenty of times, so there’s always time to repay the favour.

So, if you want users to book with you, make sure they dream and plan with you. To ward off the land grab Google is starting to make in the booking phase, make sure you’re thinking of the customer journey way, way, way before the user decides to select that particular hotel in that particular location.

Ensure that the quality of content within your experience means that it’s one of the first 50 sites they visit for inspiration, and the functionality you provide allows them to plan with ease and in the right level of detail they need. Ensure that the steps along your journey are seamless and smooth and ensure users don’t realise they are moving between journey stages within your experience.

Be bold, be brave, be experimental with your content and experiences. Make your users smile. Inspire them, and they will return to your experience not only to book, but with their friends, for their next trip.

But above all, please, don’t be boring.

Nobody needs another booking.com. ■

Peter Honnor is Head of Strategy at 383 in the UK, where he works with clients to create, make and launch new digital products and services.

Over the last five years Peter has worked with a number of clients within the travel sector, giving him a strong understanding of how the digital face of travel is evolving with emerging trends and customer needs.

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HEALTH MATTERS

Disease outbreaks triggered by El Niño

Tourists reintroduce measles to Costa Rica Costa Rica’s health ministry has identified a family of European tourists as reintroducing measles to the country after a gap of more than 12 years with no recorded cases among the local population. David Ing reports

A new study by NASA has found that the 2015-19 El Niño event brought weather conditions that triggered regional disease outbreaks across the globe; this is the first study to comprehensively assess the public health impacts of El Niño on a global scale.

The researchers found that changes in precipitation, land surface temperatures and vegetation created and facilitated conditions for disease transmission, resulting in an uptick in reported cases of plague and hantavirus in Colorado and New Mexico, cholera in Tanzania and dengue fever in Brazil and Southeast Asia, among others.

“The strength of this El Niño was among the top three of the last 50 years, and so the impact on weather – and therefore diseases in these regions – was especially pronounced,” said lead author Assaf

The family were reportedly French citizens who were opposed to having vaccinations, with the incident centering on their five-year-old boy.

The news of his illness came shortly after the World Health Organization (WHO) listed anti-vaccine supporters as being one of the major threats to global health for 2019.

According to the Health Ministry, the boy arrived in the country with his mother – who had also not been vaccinated – and his father on 18 February.

It was when they went to a private clinic to check out some spots that had erupted on the boy’s hands that blood tests were taken, and the illness diagnosed.

The parents acknowledged that there had been an outbreak of measles at the boy’s school in France just before they left.

The three were then isolated for treatment in a hospital in Puntarenas on the country’s Pacific coast as the authorities began checking on anyone with whom they may have made contact. These included primarily fellow passengers on the Air France flight out to Costa Rica and at the hotels where the family had been staying, the first night in the capital,

Anyamba, a research scientist at NASA’s Goddard Space Flight Center in Greenbelt, Maryland. “By analysing satellite data and modelling to track those climate anomalies, along with public health records, we were able to quantify that relationship.” Anyamba said that the strong relationship between El Niño events and disease outbreaks underscores the importance of existing seasonal forecasts.

He explained that regular seasonal forecasts can save lives: “A lot of diseases, particularly mosquito-borne epidemics, have a lag time of two to three months following these weather changes,” he said. “So seasonal forecasting is actually very good, and the fact that they are updated every month means we can track conditions in different locations and prepare accordingly. It has the power to save lives.”

Healthy business travel tips

Taking stock of global health threats The World Health Organization recently published a list of 10 threats facing global health in 2019, many of which could impact travellers

A new CDC Travelers’ Health Update provides tips for US residents travelling overseas for business, with advice on measures to take before, during and after their trip This is particularly useful given that an estimated 4.8 million US residents travel overseas for business each year. The update says that travellers should visit a doctor before they embark on their business trip and that the time to do so is at least a month before travel. Travellers are also advised to consider taking with them a ‘travel health kit’ consisting of prescription medicines, medical supplies and over-the-counter medicines. However, travellers need to be aware that some items may not be allowed in other countries, so it’s important that they do their research on what they can and cannot take.

During their trip, travellers can implement measures to minimise jet lag by shifting their sleep cycle a couple of hours later

or earlier a few days before they leave, keeping hydrated, avoiding alcohol and caffeine, and trying to sleep on long flights. To minimise stress, travellers can

travellers should visit a doctor before they embark on their business trip – the time to do so is at least a month before travel make an effort to eat healthy meals, avoid alcohol, rest and stay in regular contact with friends and family. The health update states that if travellers fall ill during their trip, they should not hesitate to contact a healthcare provider and that if they need help locating a doctor, they can use the US Embassy. If travellers should become ill after a trip, advice is to contact a doctor and mention their recent travel history.

San José, and later near Puntarenas.

The last time a local person in Costa Rica was reported having measles – which mainly affects younger children – was in 2006, according to the Ministry, although there had been a case of another visitor to the country suffering from it in 2014.

“Our country enjoys a very good coverage of vaccinations in general,” said the Ministry in a statement.

“However, to avoid particular cases and possible complications, it is important that the parents of minors ensure that children have all the vaccines.”

More than 7,000 cases of measles were registered in the Americas in 2018.

Ironically it is from neighbouring countries to Costa Rica where the main threat was seen as coming from, not from one of their leading overseas tourist markets.

These include outbreaks of vaccinepreventable diseases, the growing threat of drug-resistant pathogens and the health impacts of environmental pollution and climate change.

One infectious disease of concern to WHO is influenza. The organisation warned that the world will face another influenza pandemic, but it is not known when it will hit or how severe it will be. WHO is constantly monitoring the circulation of influenza viruses in order to detect potential pandemic strains, and each year it recommends which strains should be included in the flu vaccine to protect people from seasonal flu. WHO has established a unique partnership with major healthcare players in order that, should a new flu strain develop pandemic potential, there will be effective and equitable access to diagnostics, vaccines and antivirals, particularly in developing countries.

Dengue is another concerning disease, as it is now spreading to less tropical and more temperate countries where it has not traditionally been seen. WHO said that an estimated 40 per cent of the world is at risk of the disease; the organisation has a dengue control strategy that aims to reduce deaths by 50 per cent by 2020.

Of course, this wouldn’t be a list of health concerns without an appearance from Ebola. WHO’s R&D Blueprint identifies

diseases and pathogens that have the potential to cause a public health emergency but lack effective treatments and vaccines. This watchlist for priority research and development includes Ebola.

Air pollution is considered by WHO to be the greatest environmental risk to public health.

It is closely related to climate change as the primary cause of air pollution is burning fossil fuels, which is obviously the major contributor to rising global temperatures. Microscopic

Air pollution is considered by WHO to be the greatest environmental risk to public health pollutants in the air can penetrate respiratory and circulatory systems, damaging organs.

There are measures travellers can take to help protect themselves from disease. These include obtaining the required vaccinations for travel and avoiding mosquito bites.

When it comes to air pollution, this is a global problem and one thing that people can do to help is to make use of public transport wherever they can.

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HEALTH MATTERS

The Americas should prepare for dengue

Measles in numbers

The Pan American Health Organization (PAHO) has advised that countries in Latin America and the Caribbean should prepare for possible dengue outbreaks.

“Dengue is a viral infection transmitted by mosquitoes that is widespread in the Americas,” said Dr Marcos Espinal, Director of the Department of Communicable Diseases and Environmental Determinants of Health.

“Its complexity has been increasing over the years due to several factors such as unplanned urban growth, water and sanitation problems, climate change, and, in some countries, the simultaneous circulation of all four types of dengue, which increases the risk of serious cases and outbreaks.”

The viral disease causes flu-like illness and can sometimes develop into a potentially lethal complication called severe dengue.

On 22 February, PAHO published an epidemiological update in which it said that 560,586 cases of dengue were reported in the Americas last year, which included 3,535 severe cases and 336 deaths. Furthermore, in the first six weeks of 2019, nearly 100,000 cases were reported, which included 632 severe cases and 28 deaths. Although there is no specific treatment for dengue, early detection and access to proper medical care lowers fatality rates below one per cent.

Effective vector control measures are crucial in the prevention and control of dengue. PAHO has advised countries to intensify disease surveillance and step up vector control measures to reduce mosquito populations.

In addition, it said that population education should be continued, along with community involvement initiatives, and requested that countries ensure health professionals are

In its new monthly measles and rubella monitoring report, which covers 1 February 2018 to 31 January 2019, the European Centre for Disease Prevention and Control reports that case numbers of the diseases are on the increase.

According to the report, 29 countries reported measles data for January 2019, with 881 cases reported by 19 countries and 10 countries reporting no cases. Case numbers were found to have increased compared with the previous two months. The highest case counts were in Romania (261), Italy (165), Poland (133) and France (124), while the most notable increases occurred in Italy, Poland, France and Austria. Italy reported 165 cases in January, compared with 76 in December and 58 in November, Poland reported 133 cases in January, compared with 114 in December and 79 in November, France reported 124 cases in January, compared with 54 in December and 61 in November, and Austria reported 25 cases in January, compared with one in December and four in November.

trained in the diagnosis of the disease and the adequate management of patients.

PAHO said that if a physician isn’t sure whether a patient is presenting with dengue, chikungunya or Zika, clinical management and treatment of dengue should begin immediately, without waiting for a laboratory diagnosis. The patient should also be monitored to pick up on any serious warning signs. “The key is recognising the warning signs early and providing the care required to prevent it progressing to more serious forms,” said José Luis San Martin, PAHO’s Regional Advisor on dengue.

Given the seriousness of the disease, hopefully with PAHO’s recommendations, the Americas can implement appropriate measures to get dengue under control and save the lives of residents, as well as travellers to the region. As is well known by now, there is no vaccine for dengue and the best thing travellers can do to protect themselves when visiting an area where the infection is present is to prevent mosquito bites using long clothing and insect repellents. Importantly, travellers should seek medical assistance if they experience feverish illness while travelling.

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Between 1 February 2018 and 31 January 2019, 30 EU/EEA Member States reported 12,266 cases of measles. The highest number of cases were reported

by France (2,800), Italy (2,632), Greece (1,862), Romania (1,247), the UK (941), Slovakia (614) and Germany (516).

In January 2019, the report states, 27 countries reported rubella data. Fifty-six cases were reported by four countries (Spain, Italy, Poland and Portugal) and 23 countries reported no cases. Overall, case numbers continued to increase compared with the previous two months and 47 of the 56 cases (84 per cent) were reported by Poland.

Between 1 February 2018 and 31 January 2019, 13 EU/EEA Member States reported 584 cases of rubella. The highest number of cases were reported by Poland (461), Germany (53), Italy (22) and Spain (19).

Measles is spread by airborne or droplet transmission and to avoid infection travellers should ensure they are up to date with their measles, mumps and rubella (MMR) vaccination.

INDUSTRY VOICE

Understanding Zika’s impact on tourism: #babymoon Mark Gallivan, Lead Data Scientist at Metabiota, explores how analysis of social media can help to calculate the economic burden of disease outbreaks such as Zika Babymoon.

NOUN A relaxing or romantic holiday taken by parents-to-be before their baby is born.

- Oxford English Dictionary Zika, microcephaly, and Latin America Expectant parents ask themselves many questions when deciding upon a babymoon locale. Should I go somewhere with a beach? How expensive are the hotels? And now, thanks to the Zika virus, does this location put my baby at risk for microcephaly?

Evidence is now overwhelming, but the link connecting microcephaly (abnormal smallness of a newborn baby’s head) and the Zika virus was originally met with doubt. Before 2015, Zika virus outbreaks (spread by mosquitoes) were much smaller, with no reports of microcephaly. Over the course of the recent Latin American Zika outbreak, Brazil and other countries began to report abnormally high numbers of cases and babies born with microcephaly.

The link between Zika and microcephaly was a game changer for how the public health community responded to the virus.

The World Health Organization declared the Zika outbreak to be a Global Health Emergency and governments began awareness campaigns largely aimed at pregnant women. Travellers also responded; however, not much is known about whether or not the population with the most to fear – expectant parents – reduced travel to Latin America.

How did Zika change travel plans for pregnant women?

Despite being in the big data era, tourism data specifically for pregnant women is limited. Tourism statistics may not be publicly available, and what data is available doesn’t capture the

Figure. Significant Drop in #babymoon tweets in Zika-affected Areas (Panel A), compared to Zika-free Areas (Panel B), after the link between Zika and microcephaly became well-known

increase in the percentage of #babymoon tweets mentioning alternative Zikafree locations (Figure – Panel B).

tourist’s pregnancy status. However, a study we recently published (Using Social Media to Estimate Zika’s Impact on Tourism: #babymoon, 2014-2017) shows that Twitter can help because

the link connecting microcephaly and the Zika virus was originally met with doubt expectant parents often tell the world when they travel to an exotic locale (e.g. ‘Love the Caribbean! #babymoon’) through their tweets.

We found a large drop in the percentage of #babymoon tweets mentioning representative Latin American locations after the link between Zika and microcephaly became well-known (figure – Panel A). In fact, the odds of mentioning Zika-affected locations in #babymoon tweets decreased more than threefold after the link became established.

Conversely, there was a small but minor

What are the downstream impacts?

Of course, the health impacts of Zika are paramount, but the reduction in the amount of #babymoon tweets mentioning Zika-affected regions represents a huge economic cost. Thousands of cancelled babymoon (and non-babymoon) trips resulted in thousands of empty flights to

WHO declared the Zika outbreak to be a Global Health Emergency and governments began awareness campaigns largely aimed at pregnant women the affected region, more vacant hotel rooms, and less tourist expenditures for restaurants, tour guides and attractions.

And in addition to private commercial loss, governments lost an extraordinary amount of tax revenue, especially for regions which rely heavily upon tourists.

Miami-Dade County in Florida suffered a $1.6-million loss solely from a drop in hotel taxes from the Zika outbreak in 2017. Across Latin America, the estimated commercial and governmental economic cost was between $7 and $18 billion, according to a report by the United Nations Development Programme.

Many areas in the world are still at risk of Zika virus infection and expectant mothers remain the population most at-risk for complications from the virus.

What will happen to the Zika virus in the long term is still unknown. But for now, expectant parents will still need to keep Zika in mind when they are planning their next babymoon.

What can be done to mitigate the risk?

Individuals can reduce their risk by understanding when and where the Zika virus is circulating. Local Zika virus transmission data can be found on the US Centers for Disease Control and European Centre for Disease Prevention Control websites. Locations, even

22

within the same country, can have very different risk based on the abundance of the Zika mosquito and amount of recent local Zika virus transmission.

Travellers can reduce their risk with some advance planning, including visiting their doctor or local travel health clinic. Travel insurance may also be an option, depending on the company policy. Mosquito bites can be avoided by using mosquito repellents, covering up, eliminating standing water, and staying in air-conditioned and window-screened rooms.

Tourist-dependent companies including airlines and hotels can mitigate the risk by implementing preparedness and response measures. This can include recommending ways to prevent mosquito bites and education to clientele and employees. By educating customers about their risk, how to keep safe, and recommending alternative locations in their holdings, it is possible to help retain bookings that would otherwise be lost. ■

Mark Gallivan, MPH, is Lead Data Scientist at Metabiota, where he researches, programes, and builds mathematical models to estimate the burden of infectious disease outbreaks. Previous to Metabiota, Mark led influenza surveillance for the state of California, US, and completed two CDC-sponsored fellowships in emerging infectious diseases and applied epidemiology.

Mark holds degrees in Microbiology and Epidemiology from the University of Minnesota and University of Washington, respectively.

HEALTH MATTERS

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FEATURE

Microinsurance, macro impact Is microinsurance the next frontier for insurers and consumers alike? Lauren Haigh asked industry professionals to share their thoughts on the topic >>

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FEATURE

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FEATURE Microinsurance is a growing trend within the insurance industry. Essentially, it breaks down traditional insurance products, insuring smaller individual items such as a single event or excursion – this way, consumers can pay only for the insurance they need. Microinsurance was designed to help people who were previously unable to afford insurance coverage and has seen success in the developing world, where it is tailored to specific needs – for example in areas of South Africa and India, where most people don’t have cars and wish to

They would laugh you out of the room!

But with advancements in technology and automation, these short-term policies have now become possible and profitable through a self-serve via smartphone model.

Travel insurance is no exception, especially since it’s more of a straightforward product compared to auto or home.”

Amy Walker, Propositions Development Manager at Allianz Partners UK, agrees that smartphones have facilitated the introduction of microinsurance and benefited consumers wishing to access

The customer is willing to pay a higher price for customisation insure their travel on taxi minibuses due to dangers such as overcrowding, poor maintenance and frequent road accidents.

The phenomenon is now starting to enter the developed world, where it has huge potential – such as savvy travellers looking for instant cover for gadgets – and its use is being expedited by advancements in technology. Microinsurance offers insurers and consumers the ability to cherry pick features that offer the right amount of financial protection for the shortest period of time. It also means they can obtain coverage for events or items that may not typically be included in traditional insurance policies, filling in the gaps.

Thank u, tech One of the reasons that travel insurance is able to go ‘micro’ in the First World is because technology has paved the way for it to do so. Think of an app like Trov, which uses GPS to track consumers and provide on-demand insurance, offering short-term cover for electronics. Users are able to turn insurance on and off for each item individually using the app and can also use it to make a claim.

ITIJ spoke to Rain Takahashi, Founder of JAUNTIN’, a white-label mobile app enabling insurers to offer their policyholders on-demand insurance products. He shared his thoughts on how technology has paved the way for insurance to go ‘micro’ in the developed world. “Up until about five years ago, the cost to distribute insurance was too high to accommodate micro or shortterm insurance policies,” he explained.

“Imagine walking into a broker/agent and asking for four hours of insurance.

insurance: “Technology has enabled insurers to offer microinsurance in ways that simply wouldn’t have been possible in the past. Smartphone ownership means that consumers can now use an app or a website to turn insurance on or off in a click or a swipe, purchasing cover just for their period of travel. This means today, a policyholder can tailor their cover on the go, whereas in the past it involved several phone calls with the insurer and created hassle for both the insurer and the customer.” Technology, she said, has truly delivered tailored cover via a digital platform, providing a seamless experience for the customer.

ITIJ also spoke with Stefan Schrödel, Sales Director at ERV, a company of the Munich Re Group. “New technologies in communications and processes offer simple solutions for complex supply structures,” he said, “such as the step-by-step navigation through the booking process, digital damage claims or apps that function as a mobile companion for the customer.”

Personalising products One of the benefits of microinsurance is that it can meet the specific and individual needs of consumers. The personalisation of products is something that insurers strive for and with the growth of the sharing economy, only products that are relevant to users in terms of their usage and behaviour patterns are likely to succeed.

“For many, the basic insurance is well covered. Yet, the rising diversification of travel types, destinations and local activities often requires more individualised

solutions,” said Schrödel. He believes that the idea of breaking traditional insurance down into something much smaller is appealing to insurers, as well as being necessary: “From the cruise module to last-minute health insurance to camping products, every holiday has its own additional requirements and the customer

People don’t want to have to fill out paperwork each time they take a trip.

They want it to be as automated as possible always wants to feel well secured. Thanks to microinsurance, very special needs can also be covered. This may lead to a smaller market, but at the same time also to a more expensive market, depending on the product. Experience has shown that the customer is willing to pay a higher price for this form of customisation.”

However, Takahashi highlighted that microinsurance is financially beneficial to the consumer: “From our experience, smaller increments means less financial risk for the policyholder, yet opens up a netnew market for the insurance companies of users who would have otherwise not have signed up for insurance with them.”

He believes that the trick is to ensure consumer interest early on: “The earlier that an insurance company can get a user as a policyholder, the more likely they are to remain as a customer as they move through their insurance lifecycle.”

Takahashi also sees other benefits for the consumer, such as an easier all-round process: “As we move to an on-demand society (Uber, Amazon Prime, Foodora and so on), people don’t want to have to fill out paperwork each time they take a trip. They want it to be as automated as possible. For example, it is now possible

to have a user’s travel insurance turn on automatically once the user’s phone detects that they are out of their home country.”

Complementary cover Takahashi underlined that microinsurance and annual traditional plans are not mutually exclusive and that microinsurance can be used to fill in gaps that may be left by more traditional insurance, or otherwise for traditional insurance to be used to supplement microinsurance: “It is possible to start a user with micro-coverage, then recommend an annual plan once they hit a certain usage threshold. For example, if a user predicts they will only travel three days in the next year, they are better off starting with a microinsurance option.

But let’s say the same user ends up travelling 60 days that year. At a certain point, an annual plan is going to be more beneficial (and affordable) than having the insurance turned on/off each time.”

Walker agrees with the appealing nature of the convenience microinsurance can bring to consumers: “With microinsurance the customer can just purchase the level of cover required for the relevant time periods they are travelling, with full price transparency,” she said. “This means that they feel in full control of what they are covered for and when. Should they not need cover, they can easily cancel or amend using their smartphone.”

There are benefits for insurers too, Walker stated, namely increased contact with consumers: “Insurers also like microinsurance as this gives them more touch points with the customer. In the traditional insurance model, the insurer would only speak to the customer two or three times – once at the point of purchase, once at renewal and at the point of claim.

Microinsurance enables the insurer to talk to the customer at several points, which increases engagement with the brand, which in turn helps to increase retention.”

Takahashi agrees that convenience is an important element for consumers, particularly due to the changing nature of work. “Regardless of whether it’s good or bad, traditional full-time jobs (with health/insurance benefits) are becoming

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FEATURE a smaller share of the overall workforce,” he told ITIJ. “This means there is (and increasingly will be) more demand for flexible part-time policies. Gig workers and freelancers aren’t going to buy annual plans because it’s too hard to predict whether there will be enough work to make up the cost. By allowing them to go on demand, it allows them to get coverage based on their actual workload/ schedule, while still being protected.”

Walker explained that this need for convenience is something that insurers must address: “Consumer habits are changing, and in the UK today they expect, if not demand, more immediacy and flexibility. They know what they want and when they want it, and if they don’t get it, they will go elsewhere.

Consequently this has had an impact on insurers, who have had to address it by developing flexible products such as microinsurance and on-demand services.

Indeed, here at Allianz Partners, due to customer demand for immediacy we’ve launched Resqyou, our pay-as-yougo roadside assistance package.”

As well as having paved the way for travel insurance to go ‘micro’, technology is also used in the delivery of microinsurance.

“Smartphone and GPS (and its related data) can have insurance turn on/off easily or automatically, while sharing valuable location information to the insurers,” Takahashi explained. “The insurers can take this information and optimise risk/ pricing based on the user’s travel habits and locations to the point where individuals are being priced at an individual level (kind of like car insurance). In the future, gadgets like Tile and smart/GPs suitcases

will offer new opportunities for baggage coverage. Also, car companies are opening up their software development kits for their onboard systems, which could be another opportunity for those that cross borders regularly by land.”

According to Walker, not only has technology enabled microinsurance to become prominent – it wouldn’t work without it. “Not only has it helped to enhance the customer experience, but it has proven to exceed customer expectations,” she said. “For example, Trov enables customers to quickly and easily collect images of insured items via the camera on their phone, which can later be used to assist in making a speedy claim should the need arise.

Travel insurance from digital banking alternative Revolut uses GPS tracking as the key to trigger a policy start and end date, as it tracks when the customer is overseas. Without technology such as this, microinsurance wouldn’t work.”

microinsurance and travel insurance are not mutually exclusive – there will always be a place for traditional annual policies. However, microinsurance matches consumers’ needs for on-demand insurance. “There will always be a place in the world for traditional annual policies,” he said. “But to meet the expectations of an on-demand world, insurers will have to offer some sort of short-term or flexible offering or risk losing those potential customers to competitors who do offer micro options.”

Walker agrees that microinsurance is not here to usurp traditional insurance: “There will always be the need for the traditional insurance model and therefore the two models will sit alongside each other for the foreseeable future, as each caters for a different consumer group with different purchasing attitudes and needs.”

The rising diversification of travel types, destinations and local activities often requires more individualised solutions Schrödel is also in agreement with this point: “As a form of insurance, microinsurance will not be able to replace classical travel insurance because there is a too wide a range of possible risks during travel. Also, experience has shown

An on-demand world As Takahashi highlighted,

that customers do not want to deal with insurance companies every time they go on holiday. This is seen in the steadily rising number of annual insurance policies.”

While it is unlikely to replace traditional insurance, Schrödel sees a bright future for microinsurance: “In terms of a supplement or specific insurance, there is definitely a future for microinsurance. We at ERV have been working with additional modules for years, such as within the sports sector or for cruise holidays, which insure the customers in cases of seasickness or missed on shore excursions, to name only a few.”

Takahashi also believes that microinsurance will become a key part of the travel insurance industry: “Millennials are spontaneous travellers and are the most likely to take a short-term trip on a whim.

They are also the demographic that is least likely to have coverage through their work/ profession. They are not going to bother filling out insurance paperwork each time they go travelling, especially if the policy can’t be issued before they leave.”

The benefits of microinsurance are many, not least the convenience it affords, allowing consumers to instantly purchase insurance that matches their needs and without completing cumbersome paperwork.

For insurers, contact with consumers is increased and companies can meet their specific needs and demands, improving retention. Offering microinsurance may simply be a natural part of developing and remaining competitive.

Microinsurance looks set to assert itself within the travel insurance space, but it will not – nor does it intend to – replace traditional insurance.

The two can, and will, coexist. ■

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ON THE MOVE

HX Global names senior VP of US business operations

Tim Crockett

HX Global, the US division of Healix International, has announced the appointment of Tim Crockett as Senior Vice-President of US business operations. The appointment follows a number of structural changes made to support the company’s US growth.

Tim joined HX Global in 2016 as VicePresident of security. In that role, he was tasked with designing and providing security and risk management solutions to an extensive multi-national client list.

A former member of the Royal Marine Commandos and the Special Boat Service, Tim has also worked as Senior Director of Global Security Operations for Turner, Inc. and as a consultant to CNN. In all his roles, he has trained and advised clients, many of whom operated predominantly in hostile environments.

RightIndem appoints Sell and Rodgers

Earlier this year, he completed a 3,000-mile solo row across the Atlantic to raise funds and awareness for veteran mental health.

“I am thrilled to be leading the team at such an exciting time for HX Global,” said Tim. “I am proud of the comprehensive, leading-edge travel risk management solutions we bring to the market, and I couldn’t ask for a stronger or more dedicated team of industry experts to work with.”

Healix International/HX Global CEO Mike Webb commented: “It is incredibly important to have the right people in leadership roles, especially when operating a global business.

Tim is a man of honour and integrity.

He has the expertise and real-world experience necessary to lead the US team during this period of expansion.”

Salem joins Allianz Asia

Digital claims software provider RightIndem has announced the strengthening of its leadership team, with Paul Sell and Andy Rogers Paul Sell named Chief Commercial Officer and Chief Product Officer respectively. Paul and Andy will join CEO Oliver McGuinness as the insurtech aims for rapid global development of its product platform, partners and customer base.

Paul joins the company from Aviva, where he most recently served as Head of Supply Chain & Global Fulfilment.

“Insurance claims are being transformed,” he said, “and RightIndem are right at the heart of it. I’m genuinely excited about the RightIndem ecosystem

approach, and as Chief Commercial Officer, I am looking forward to delivering excellent results, both to our partners and to the claims customer.”

Andy brings nearly 20 years’ experience in software and insurance, having most recently served as Head of Digital Innovation at Innovation Group.

RightIndem, he said, ‘are already recognised as experts in eFNOL, and their vision of claims has achieved real traction with insurers’: “My job is to make sure we accelerate and deepen delivery on that vision.”

“Paul and Andy are a perfect fit for us,” said Oliver McGuinness. “As individuals, they bring real-world claims expertise, have impressive track records in their fields, and huge energy. Together they bring world-class delivery combined with a compelling vision for the future of claims – exactly what we need to forge ahead with our mission.”

Sedgwick appoints first woman to board Sedgwick, a global technology-enabled risk, benefits and integrated business solutions provider, recently appointed Jane Tutoki to serve as an independent member of its board of directors – the first woman to be appointed to the board.

Jane has over three decades of insurance leadership experience, beginning her career as a trial lawyer for insurance companies, and working in

Claudia Salem

Allianz has appointed Claudia Salem as its new CEO of Property and Casualty for the Asia Pacific. She will now be responsible for the P&L and functional development of Allianz’s property and casualty business in the region, including the long-term bancassurance relationship that Allianz maintains with Standard Chartered Bank.

Based in the Singapore office, Claudia will report to Allianz Asia Pacific’s Regional CEO, George Sartorel. She will also serve on the Allianz Asia Pacific Regional Executive Board.

“We look forward to having Claudia join our senior leadership team to lead our property and casualty operations in the

ITIJ SelectCare 0918.indd 1

region,” said George Sartorel. “Claudia is an accomplished leader with extensive insurance and management experience, and she will be a great asset for Allianz as we continue to drive stronger growth and profitability in the region.”

Claudia joins Allianz from AIG, where she most recently held the roles of Singapore CEO and Head of Southeast Asia. In a career at the business lasting over a decade and a half, she served in various leadership roles across operations management, business development and customer solutions, with a track record in driving large-scale change management, service delivery and bottom line results.

leadership roles with Zurich and AIG. “I am honored to be the first woman on Sedgwick’s board and humbled by the opportunity to join such an exemplary group,” Tutoki said. “This new role will allow me to remain engaged in broadening Sedgwick’s capacity to provide endto-end services to clients around the world and to take care of more people in more places than ever before.”

Jane Tutoki

New head of distribution for MAXIS Global Benefits Network

Ricardo Almeida

30

MAXIS Global Benefits Network, an international employee benefits joint venture between MetLife and AXA, has announced the appointment of Ricardo Almeida to the role of Head of Distribution.

Ricardo has worked in the employee benefits industry since 1999, and has been with MAXIS GBN since 2016, serving as its Americas distribution leader. As part of this role, Ricardo managed a team of employee benefits experts that worked with strategic partners and clients to deliver employee benefits solutions.

Previously, he held multiple roles

with Alico / AIG and MetLife.

“Under Ricardo’s leadership as distribution leader for the Americas, MAXIS GBN has seen excellent growth in the region and we have been very successful in developing new business with US-based multinational companies,” said Mauro Dugulin, CEO of MAXIS GBN. “Ricardo has established relationships with both clients and brokers and brings with him a comprehensive knowledge of the business. As Head of Distribution globally, I am confident that he will continue the impressive growth we have achieved at MAXIS in recent years.”

2018-09-25 7:22 PM

SERVICE DIRECTORY

31

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

SERVICE DIRECTORY

Ace Air & Ambulance (Pvt) Ltd. James Halsted, – Managing Director 2 Mount Road, Avondale, Harare, Zimbabwe +263 (4) 302 141 +263 (782) 999 901/2/3/4

tel: tel:

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

email: website:

AMREF Flying Doctors Dr Bettina Vadera – Medical Director

AIR AMBULANCE (ASIA-PACIFIC)

AIR AMBULANCE (AFRICA)

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

EMA Global Pte Ltd Jay Bajas – Senior Manager - Operations Unit 2314 Centuria Medical Makati, Century City, Kalayaan Ave. cor.

Salamanca St. Brgy. Poblacion, Makati City - 1210, PHILIPPINES 24hr tel: fax:

+254 20 6000 090 +254 20 344 170

email: website:

Prithpal Singh – CEO , Director A’Posh Bizhub, 1 Yishun Industrial St 1, #08-03, SINGAPORE, 768160 +65 6483 5412 +65 6734 1338

tel: fax:

emergency@flydoc.org www.flydoc.org

prithpal@flyingdoctorsasia.com www.flyingdoctorsasia.com

email: website:

Latitude Air Ambulance

Awesome Air Evac

Diana Iaquinto – Director Sales & Medical Ops

Shane Marais – General 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

Hanger 104C, Gate C, Lanseria Airport, Lanseria, SOUTH AFRICA +27 11 430 1777

tel:

email: website:

rescue@awesomeairevac.com www.awesomeairevac.com

LifeFlight

ER24 24/7 Flight Desk

Peter Elliott – Fixed Wing Operations Manager

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

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

+61 7 5553 5955 +61 7 5553 5965

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

email: website:

Medic’Air International 每递安国际

Flying Doctors Nigeria Dr Ola Brown – Founder

Dr Li Tao – Medical Director

2nd Floor Quits Aviation Centre, Hangar 1 Along Gate 1, Muritala Muhammad International Airport, Ikeja, Lagos, NIGERIA tel: +234 703 509 7761 email: sales@flyingdoctorsnigeria.com tel: +234 706 920 1299 website: www.flyingdoctorsnigeria.com

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

Medic’Air International

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

email: website:

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

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

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

(EUROPE)

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

tel: fax:

+86 2163 558289 +86 2163 558285

Medical Wings

Dr Jean-Philippe MATTEI – Medical Director

(ASIA-PACIFIC)

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

email: website:

Flying Doctors Asia

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

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

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

email: website:

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

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

tel: fax:

602-800-7070 855-831-5092

email: website:

24Hr tel: fax:

ops@aliamedflight.com www.aliamedflight.com

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

email: website:

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

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

email: website:

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

CareJet Anthony Decoste – President & CEO Level 24 Robinsons Cyberscape Beta, Topaz & Ruby Roads, Ortigas Center, 1605 Pasig City, PHILIPPINES email: ops@carejet.com tel: +63 2491 8000 website: carejet.com

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

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

tel: fax:

email: website:

sales@itij.com

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

EMA Global Pte Ltd

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

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

email: website:

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

32

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

Mr Nick Simon – Business Development Manager 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

DRF Luftrettung / German Air Rescue Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

Rita-Maiburg-Str. 2, D-70794 Filderstadt, GERMANY 24h tel: fax:

+49 711 7007 3010 +49 711 7007 3119

email: website:

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

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

tel: fax:

Manfred Helldoppler – Managing Director Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA

AC

Milan Floribus – Vice President

GLOBAL

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

+1 858 437 5131 +1 858 408 7856

tel: fax:

AMBULAN

email: website:

acglobalmedicaltransports@gmail.com acglobalmedicaltransports.com

Aeromedevac Air Ambulance Adam Williams – President Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA +(800) 462 0911 +(619) 284 7918

toll free: fax:

email: website:

awilliams@aeromedevac.com www.aeromedevac.com

AirEvac International

European Air Ambulance 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:

taa@taa.at www.taa.at

email: website:

AC Global Air Ambulance

moc@drkassistance.com www.drkassistance.com

email: website:

+43 512 22422 100 +43 512 288 888

tel: fax:

AI

German Air Rescue

Tyrol Air Ambulance

CE

CEGA Group

AIR AMBULANCE (NORTH AMERICA) ( EUROPE)

AIR AMBULANCE (EUROPE)

SERVICE DIRECTORY

+1 619 754-6755 +1 619 330 4551

tel: fax:

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

email: website:

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

tel: fax:

+49 911 36009 31 +49 911 36009 59

email: website:

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

24hr tel: fax:

+45 701 040 90 +45 701 040 90

email: website:

tel: fax:

ems@joinjet.com www.joinjet.com

+1 352 799 7771 +1 352 799 7776

email: website:

JET ICU

Malteser Service Center Johannes Hoischen – International Network and Repatriation

Mike Honeycutt – President

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

2561 Rescue Way, Brooksville, FL 34604, USA

tel: fax:

+49 221 98 22 9333 +49 40 694597 61339

bart@globaljetcare.com www.globaljetcare.com

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)

To have your company listed in our service directory

Stefan Becker – Head of Corporate Development

contact the sales department now:

Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND tel: fax:

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

email: website:

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

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

33

SERVICE DIRECTORY

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

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

+254 20 6000 090 +254 20 344 170

emergency@flydoc.org www.flydoc.org

email: website:

ASSISTANCE COMPANIES (ASIA-PACIFIC)

ASSISTANCE COMPANIES (AFRICA)

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

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

Unit 2314 Centuria Medical Makati, Century City, Kalayaan Ave. cor.

Salamanca St. Brgy. Poblacion, Makati City - 1210, PHILIPPINES

Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT +202 3 336 0005 +202 3 762 0003

24hr tel: fax:

alarm@connexassistance.com www.connexassistance.com

email: website:

email: website:

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

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

Emergency Assistance Japan

Inter Secours Assistance

Takaaki Chiyo – Executive Officer, Head of Network Division

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

(ASIA-PACIFIC)

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

Jay Bajas – Senior Manager - Operations

Dr Helmy El Tanahy – CEO

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

mouaden@isas.ma www.isas.ma

email: website:

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

email: website:

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

Global Assistance & Healthcare

AA International Indonesia

Alain Durand – President Director

Brandon Heng – CEO

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

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

Wilson Chan – CEO

EMA Global Pte Ltd

CONNEX Assistance

tel: fax:

Covermore Assistance Online

email: website:

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

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

Global Assistance Partners Co.,Ltd.

AIG Travel

Gna KH CHUNG – CEO

Martin Villarino – General Manager, AIG Travel Asia Pacific

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

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:

Suite 306, Building 8 Bai Huan Jia yuan / No.66 Yuan, Guangqu Road,Chaoyang District, Beijing P.R.China Post Code 100022 CHINA tel: +86 10 5815 1188 Ext. 812 email: regina@globaldoctor.com.au fax: +86 10 8775 9138 website: www.globaldoctor.com.au

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

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

Global MediCALL Assistance

ASIA RESCUE & MEDICAL SERVICES PVT. LTD

Sridhar K – Chief Operations Officer

Dr.Anraj Singh – Director

MALAYSIA

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

email:

marketing@globalmedicallassistance.com

Dr Nino Susanto – Operational Director

Elmira Turmagambetova – General 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

4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN + 7 727 350 52 76

+6 03 3359 6969 +6 03 3359 6161

MEDIKA PLAZA

AP Companies KAZAKHSTAN

tel:

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

Regina Zheng – Operations Manager

Rahul Gupta – Sr. Manager - International Business

0091-9836309173 033-23440170

email: website:

Global Doctor China

ASIAN TRAVEL AND MEDICAL SERVICES

tel: fax:

+82 1670 0722 +82 2 720 8839

email: website:

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

AP Companies UZBEKISTAN Ilhom Sadikov – Business Development Manager

Gloria Lee Carmen V. Matti – CEO

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

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

sales@itij.com

4a, Uzumzor street, Ulukbek region,Tashkent, UZBEKISTAN tel:

+9 987 123 890 41

email: website:

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

BrightCare Assist

CareJet

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

Anthony Decoste – President Level 24 Robinsons Cyberscape Beta, Topaz & Ruby Roads, Ortigas Center, 1605 Pasig City, PHILIPPINES email: ops@carejet.com tel: +63 2491 8000 website: carejet.com

34

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

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)

ASSISTANCE COMPANIES

(EUROPE)

SERVICE DIRECTORY

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:

+49 711 7007 3010 +49 711 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

email: website:

drrizvi@nhsassist.ru www.nhsassist.ru

Save Assistance France

Dr. Hany Benyamen – CEO

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

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

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

+34 910 602 414 +20 100 6222 910

email: website:

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

Eurocross Turkey

Savitar Group Ltd.

Mehtap Baylam Akkaya – CEO

Maria Berkova – General Manager

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

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

35

SERVICE DIRECTORY

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:

info@semesur.com www.semesur.com

email: website:

Tangiers International Jane Hegeler – Managing Director 54 Melita Street, Valetta, VLT 1122, MALTA +356 277 800 16 +356 272 055 00

tel: fax:

email: website:

info@tangiersinternational.com www.tangiersinternational.com

ASSISTANCE COMPANIES (NORTH AMERICA)

ASSISTANCE COMPANIES

(EUROPE)

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

TBS Team 24 d.o.o

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

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

email: website:

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

+1 715 295 9105

email: website:

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

ASSIST CARD

Edvard Hojnik – General Manger

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

CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC +386 2616 5819 +386 2618 5800

tel: fax:

email: website:

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

Tyrol Air Ambulance

AXA Partners US

Manfred Helldoppler – Managing Director

Simon Jackson – Chief Commercial Officer

Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA

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

+43 512 22422 100 +43 512 288 888

tel: fax:

email: website:

tel:

taa@taa.at www.taa.at

+1 312 935 1771

email: website:

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

CanAssistance

To have your company listed in our service directory

Fabienne Lavoie – Director, International Operations and Claims

contact the sales department now:

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

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

+519 945 8256 ext.4111 +519 251 5165

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

36

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

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 (EUROPE) (AFRICA)

CATASTROPHIC CLAIMS SPECIALISTS

SERVICE DIRECTORY

Plotkin Health Inc – A Subsidiary of MacroHealth LP

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

Eurocross Turkey

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

Mehtap Baylam Akkaya – CEO

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

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

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

Global Excel Management Mary-Jo McDonald (MJ) – Managing Director – Europe

contact the sales department now:

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

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

tel: fax:

Claims at TuGo

+44 1865 400 007 +44 845 003 1351

email: website:

corpinfo@globalexcel.com www.globalexcel.com

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:

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

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:

37

+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

email: website:

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

+352 26 26 00 +352 26 26 01

email: website:

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

Johannes Hoischen – International Network and Repatriation Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY tel: fax:

+49 221 98 22 9333 +49 40 694597 61339

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

email: website:

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

+34 902 008 407 +34 627 053 979

tel: tel:

moc@drkassistance.com www.drkassistance.com

GROUND TRANSPORT - MEDICAL

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

Malteser Service Center

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

email: website:

contact@spainfuneralservices.com www.spainfuneralservices.com

CNAS Carole Luisy – Managing Director 80 rue des alliés, 38100, Grenoble, FRANCE +33 438 49 83 49 +33 438 49 83 40

tel: fax:

email: website:

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

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

To have your company listed in our service directory

Matthew Kline & Mark Wardrop – Executive Directors

contact the sales department now:

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

38

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

Şirinyali Mh.1487 Sk. No:4 Muratpaşa/Antalya, TURKEY +90 242 310 80 80/182 +90 242 316 50 07

tel: fax:

email: website:

burakertugrul@lifehospital.com.tr www.yasamhastaneleri.com

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:

intlpatientservices@luzsaude.pt luzsaude.pt/en

David Ewing – President 9785 Avenue Ryan, Montréal, Quebec, CANADA, h9p 1a2 1 519 942 8143 1 519 941 4213

tel: fax:

repat@parkviewairmedical.com www.parkviewairmedical.com

email: website:

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:

Miguel Torregrosa – International Inbound Business Manager

Joe Beeltah – Client Liaison Executive

SPAIN

121 Harley Street, London W1G 6AX, UK +34 901 123 456

tel:

email: website:

Jacquie Schwoerke – Vice President, Sharp GPS 8695 Spectrum Center Blvd., San Diego, CA 92123, USA toll free: tel:

+1 619 471 0466 +1 858 499 4967

email: website:

24/7 tel: int. tel:

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

Sharp Global Patient Services

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

UC San Diego Health System International Patient Program

emergency@flydoc.org www.flydoc.org

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

Stacy Holberg – Director of International Program Operations

Brad Loder – VP Marketing & Corporate Sponsorships

136 W. Dickinson Street, Suite 109, San Diego, CA 92103-8222, USA

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

+1 619 471 0466 +1 619 543 5282

tel: fax:

MEDICAL ESCORT ON COMMERCIAL AIRLINES

PARKVIEW AIR MEDICAL

The Doctorcall Group

TECHNOLOGY

Quironsalud

email: website:

MEDICAL ESCORT ON COMMERCIAL AIRLINES

Burak ERTUĞRUL – International Inbound Business Manager

MEDICAL PROVIDER

Antalya Life Hospital

email: website:

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

tel:

AirMed Australia

email: website:

+1 (416) 646 6401 ext. 2392

bloder@cambridgefx.com www.cambridgefx.com

Firemelon (Magenta Insurance System)

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:

AMREF Flying Doctors

02895 213 831

email: website:

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

Nordic Insurance Software

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:

emergency@flydoc.org www.flydoc.org

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:

moc@drkassistance.com www.drkassistance.com

tel:

TRAVEL AGENTS

HOSPITALS

SERVICE DIRECTORY

+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 2005 Van Buren 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

39

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