ITIJ Issue 221 June 2019 by Voyageur Group

FEATURE:

Rewriting underwriting

p.38

How is the insurtech revolution changing the way underwriters do business?

REVIEW:

p.46

ITIC UK

A full review of the recent ITIC UK event in Southampton

SERVICE DIRECTORY

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS

I wanna be in America, not sure what I’m covered for in America

p.51

JUNE 2019 • ISSUE 221

Ontario terminates health coverage for outbound travellers In what may turn out to be a boost for travel insurance providers – albeit at higher prices for consumers – the Ontario government in early May confirmed that effective 1 October 2019, it would terminate any payments for out-of-country emergency medical services for its residents. Milan Korcok reports

According to a new survey undertaken by travel insurance comparison engine InsureMyTrip, a somewhat concerning percentage of US travellers are not sufficiently clear on the parameters of their health insurance – and whether it would cover them on a trip outside the US

The move will make Ontario the first province or territory to completely abandon such payments, considered one of the pillars of the Canada Health Act, a federal–provincial cost-sharing deal signed in 1984 that required provinces to provide emergency health benefits for outof-province or out-of-country (OOC) travel at the rate it would cost in-province. Residents will still be covered for inter-provincial travel. Up to this point, each of the provinces have been paying OOC medical and hospital bills at variable, and usually very low rates, estimated at no more than five per cent of actual billings, leaving private travel insurers to pay the remainder. Ontario has been paying foreign hospitals a maximum of CA$400 per day for high-level inpatient care, $200 for intermediate care and $50 for outpatient services. Some provinces, British Columbia, for example, have carried their parsimony even further by limiting their OOC payments to a maximum of $100 per day. The announcement of the OOC termination was met by travel insurers with some equanimity because although the expected premium increases (estimated by the Canadian Snowbird Association (CSA) at 7.5

InsureMyTrip surveyed 1,516 US travellers aged 18 and older in April this year, finding that 58 per cent did not know whether their domestic health insurance coverage would stretch to cover an emergency visit to a hospital or doctor in another country. Twenty-four per cent said that they did not think their domestic cover would provide any protection while overseas, and 17 per cent seemed sure that they would be covered for some eventualities. InsureMyTrip has urged US citizens planning an overseas trip to talk to their health insurer so that they can find out for sure whether their domestic plan would extend to emergency medical coverage outside of the US, as the particularities of these extra coverages are extremely varied based on provider and type of policy. Some policyholders might have in-network coverage, limited coverage, or very possibly no coverage whatsoever; InsureMyTrip has also advised travellers to familiarise themselves with the ins and outs of deductibles, co-insurance, co-payments and so on,

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Addressing travel insurance pain points The days of customers gritting their teeth and staying with a provider whose service they consider to be substandard are effectively behind us It has never been easier for dissatisfied consumers to switch to a new company that promises better treatment – and many companies are waking up to this reality, innovating in the realms of personalisation and customer service. A customer satisfaction 29/05/2019 arms race, if itij-ad-strips_malta.pdf you will, which can only be a1positive

thing for developments across the board. Part of navigating this new reality involves knowing what customers do and don’t like, and new research from insurtech company Cover Genius has shed light on a few of the ‘pain points’ that consumers have noted in their dealings with travel insurers. Cover Genius undertook a study of over 2,000 UK-based respondents and found that of the consumers who reported frustrations with their insurers, these frustrations largely boiled down to 17:37 two points of friction. These were the duration of

the claims process – customers reported waiting an average of 10 and a half weeks for a claim to be paid out – and inconsistency of information, with many respondents needing to have multiple conversations with different parties to get the information they needed. Thirty-six per cent of respondents said that they found chasing their claims to be a very stressful process, while 27 per cent of those aged 18 to 24 said that they probably wouldn’t bother claiming

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CMY

InterContinental Malta

27-31 OCTOBER 2019

Editorial comment @ITIJeditor Sarah Watson - editor

Editor-in-Chief:

Ian Cameron

sarah@itij.com

ian@itij.com Editor:

Sarah Watson sarah@itij.com

One of our lead stories this month is the news that the Canadian province of Ontario is set to scrap out-of-country medical coverage for residents. Not only is this a move away from the Canadian Health Act, but it is one that will have repercussions for travellers, travel insurers, and probably the regional government too. A wise move, though? Some think not, but we’ll have to see. We’ll also be watching to see if any other provinces follow suit. In another of our lead stories this month, we look at research highlighting some of the key pain points customers have noted in their dealings with travel insurers. These, perhaps unsurprisingly, centre around claims and obtaining relevant information from insurers; but fear not, because technology is swiftly easing customers’ pain, making way for insurers to improve customer retention and enhance trust. Technology is also changing the way underwriters are able to write travel insurance, something we explore in our feature on p. 38, with the ability and agility to meet customers’ expectations at the centre of these developments.

Another big contributor to the insurtech paradigm shift is blockchain, and if there’s any sector of the insurance industry that stands to benefit most from this technological advancement, it’s got to be travel insurance. In this issue of ITIJ, we have expert insights on emerging trends fueling growth in this area, plus additional Industry Voices on two other interesting tech developments – travel tracking software and automated identity verification. Elsewhere, we have a full review of the recent International Travel & Health Insurance Conference (ITIC) that took place in the UK, which focused on Brexit, cruise cover and insurtech, providing plenty of food for thought. We’re off to Hong Kong next for ITIC APAC. Look out for a full review of this event in our next issue! If you’re reading this at ITIC APAC, please come and say hello to me or any of the ITIJ team – we’d love to talk to you about your business and how you can get involved with ITIJ! I hope you enjoy this issue and our latest Cost Containment Review!

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

Everest death toll rises

Kirstin Reid

p4 Industry Voice

p.24

Ensuring travel insurance remains care-free

Something must be done

Design team:

Tommy Baker William McClelland

Webmaster:

Tom Reed

Director of events:

denise@itic.co

The beneﬁts of automated identity veriﬁcation

Travel Matters

p26

Airlines still failing on climate duties It’s getting beyond a joke now to be honest

Industry Voice

The power of parametrics

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

subscriptions@voyageur.co.uk accounts desk: email:

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Denise Clements

web:

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19 Lower Park Row, Bristol BS1 5BN, UK

Re-imagining travel insurance

Company Brief

Allianz launches pre-trip reminders Holding customers’ hands

WOULD YOU LIKE TO SUBSCRIBE TO ITIJ?

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www.itij.com/subscribe

Industry Voice

p.30

The future of travel is luggage traceability Innovative solutions for perennial problems

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

Insurance Matters

Bye UK – hello Europe! Brexit and ﬁnancial services

Health Matters

p23 Instagram removing anti-vax

p36

ISSN 2055-1215

hashtags

Fighting disease – and stupidity PEFC/16-33-447

NEWS CONTINUED FROM PAGE 1

I wanna be in America, not sure what I’m covered for in America and states that while basic Medicare does not include emergency medical care for travellers who are injured or fall ill outside of the US, some supplemental Medicare plans do offer limited extra coverage. “Travellers should know about any limitations of domestic health insurance policies while out of the country,” advises InsureMyTrip. “In most cases, there are gaps in coverage. Some gaps are significant. Travel insurance is recommended because it can act as supplemental or primary coverage.” As ever, customer awareness – and lack of same – is a stumbling block for those in the travel, healthcare and travel insurance industries. ITIJ applauds InsureMyTrip for noting this awareness gap and can only hope that this messaging helps to alleviate at least some of the ignorance. Travel insurance purchases up There is some good news too – more US travellers are buying travel insurance coverage for their trips in 2019 than in 2018, according to travel insurance comparison site Squaremouth. Squaremouth noted a 20-per-cent rise in travel insurance purchased for trips planned for June, July and August this year. The most popular benefits were found to be trip cancellation and emergency medical cover – however, it seems that the potential financial failure of a carrier has inched up the worry rankings for travellers this year, most likely due to the various highprofile cases of default that have occurred

recently, such as the sudden closure of Wow Air. Searches for financial default coverage have increased by 21 per cent for summer trips this year compared to last year, while work-related benefits such as cancel for work reasons and employment layoff have risen by 25 per cent and 42 per cent respectively. Cover for hurricanes and other extreme weather eventualities is also proving popular, with purchases of this type of coverage up by 19 per cent year-on-year – particularly for travellers planning trips to Mexico and the Bahamas. Looking a little more broadly at travel trends, Squaremouth found that the popularity of adventure travel continues to rise, with interest in cover for adventurous activities more than tripling compared with last year. And while US travellers still favour their own country for a holiday more than overseas destinations, Canada was found to be the top international destination and France and Germany saw major upticks in bookings compared with 2018 (44 per cent and 32 per cent respectively). The Bahamas, however, registered a drop of nine per cent. Both domestic and international travel, despite the odd dip, continue to rise overall, so it is good news that holidaymakers are not only remembering to purchase coverage, but are looking well in advance – and making sure they obtain specialist benefits, rather than basic packages that may not cover them. Hopefully next year will see purchases rise by another 20 per cent – at least.

Everest death toll rises The unprecedented number of deaths that have occurred atop Mt Everest this climbing season has drawn attention to a distressing problem with overcrowding – and bad management on the part of trekking companies – with damning photos of the bedlam having gone viral. At least 11 people have died this spring while trying to complete the monumental climb of the highest peak on Earth, and many seasoned climbers blame the Nepalese Government’s willingness to issue so many climbing permits in exchange for money – this year they issued a record 381 permits, compared to 365 in 2018 and 289 in 2016 – as well as a lax attitude from mountaineering companies, who are too quick to give them out to inexperienced climbers. “You have to qualify to do the Ironman,” said climber Alan Arnette. “But you don’t have to qualify to climb the highest mountain in the world? What’s wrong with this picture?” Due to excessive queues at the last 1,000 feet of the climb, many were waiting to progress to the next point longer than their oxygen supplies could hold out for, and so throngs of people desperately sidestepped around dead and collapsed comrades who had succumbed to exhaustion and/or a lack of oxygen. In an interview on 27 May, Director General of Nepal’s Department of Tourism Danduraj Ghimire claimed that the large number of deaths this year was not related to crowds, but because there were fewer good weather days for climbers to safely summit. He also said that the government was not inclined to change the number of permits. Indeed, bad weather following Cyclone Fani, which had hit India and Bangladesh just days

before, also did nothing to improve the odds of the some-600 people who had prepared to embark on the climb this season. Meanwhile, other Nepalese officials blamed trekking companies for the large number of deaths, saying that they were responsible for safety on the mountain. Earlier this year, corruption among trekking companies in Nepal received heavy coverage and, amidst this, government investigators uncovered problems with some of the oxygen systems used by climbers, with some leaking and exploding. With Visit Nepal Year happening next year – which expects to pull in around two million tourists – let’s hope that more regulations and tighter controls around mountaineering permits are introduced by the Nepalese Government to prevent such a tragic number of avoidable fatalities from occurring again. In the meantime, we’ll be taking a closer look at the conditions leading to the recent fatalities, as well as the global travel and assistance industry’s response, in a forthcoming issue.

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Ontario terminates health coverage for outbound travellers per cent at least) would make their products more expensive, they would also induce more travellers to buy insurance. The CSA has complained that the premium increase will weigh most heavily on snowbirds, who travel out of the country for up to six months a year. A 7.5-per-cent increase on a premium of perhaps $2,000 to $3,000 for someone in less than perfect health (as a significant proportion of 65-plus travellers are) may end up being a healthy sum. J. Ross Quigley, CEO, Medipac International Group, which provides health cover for CSA members, has called the government

move ‘a massive mistake’ and a clear attack on the Canadian Health Act, which requires provinces to pay for out-of-Canada medical expenses at the same rate that would be paid in the province. He also pointed out an intriguing paradox – that by forcing many snowbirds to stay home due to more expensive insurance, the Ontario government might end up paying 100 per cent of their emergency medical bills instead of the five per cent they would pay if their medical emergencies occurred while they were travelling out of the country under cover of private insurance.

Brad Dance, president of the Travel Health Insurance Association, emphasised that Ontario’s action may encourage travellers to learn and understand what their provincial insurance really covers for OOC travel and how important travel insurance is. He said that when prospective travellers were asked what their provincial plans actually covered for OOC medical emergencies, 34.6 per cent said they ‘didn’t know’ and another 35 per cent thought the provinces would pay the full cost of their OOC medical expenses instead of the five per cent they actually pay. He concluded that if the

Ontario government’s termination of OOC cover helps any travellers avoid a surprise $50,000 or more bill, the termination of coverage might be a good thing for them. Yet, the bigger and broader question remains: if Ontario, Canada’s most populous province, can unilaterally pull out of this pillar of the Canada Health Act, what’s to prevent others from doing the same? Look out for our full review of the latest travel insurance trends from the Conference Board of Canada in ITIJ’s next issue

Editorial Blog MEDFLIGHT

So, the front news pages of this month’s issue are littered with the results of various surveys on the great US, Canadian and UK public, telling us exactly what we don’t want to hear. Either lots of them don’t know what, if anything, they’re covered for, or they choose to travel uninsured (ignorance is bliss) or indeed those who have previously been fortunate enough to have their travel insurance covered by the state are now going to have to splash the cash, or join the ranks of the uninsured. Nice, depressing reading Then there’s the hot (or, paradoxically, very cold) but sad news of the large numbers of fatalities recently on the slopes of Mt. Everest. You would hope that none of the climbers who attempt this challenge would fall into any of the insurance categories mentioned above. The picture accompanying the Everest article is pretty scary too. Vaguely reminds me of the lunchtime queue (in January, after a rare London snowfall) to get into the pub opposite the Lloyd’s Building in London, for a sparkling water* and prawn sandwich, but without the blue sky and with more grey suits rather than the rather striking multi colours of the Everest climbers. Except they don’t serve sparkling water (or beer/wine) and prawn sandwiches at the summit of Everest … yet. Although with queues like that I’m sure it won’t be long before you can nip up the mountain for a nice lunch. Take the partner, the kids, walk the dog, take in the views. Seems like a good idea to me … *Since Lloyd’s banned drinking alcohol during the day a few months ago, nobody drinks beer, wine or spirits at lunch anymore, apparently. Ian Cameron Editor-in-chief ian@itij.com

NEWS

THiA’s Travel Insurance Program

New travel insurance research from ABTA

The Travel Health Insurance Association (THiA) in Canada has created an online training resource accessible to travel insurance professionals and those interested in joining the industry, which will allow individuals to obtain industry-specific knowledge. The Travel Insurance Program (TRIP) was developed by THiA’s educational department and comprises nine interactive modules that take students on a ‘stepby-step journey’ through all aspects of the travel health insurance industry. Brad Dance, President of THiA, commented: “I am proud to announce the launch of an in-depth curriculum about travel health insurance that will establish a

According to new research from the Association of British Travel Agents (ABTA), a notable proportion of British holidaymakers may travel uninsured when they head off overseas for their summer holiday this year. The research found that as many as 38 per cent of Brits planning to go abroad this summer do not yet have travel insurance, putting themselves at major – and entirely unnecessary – risk. The research also found that 21 per cent of surveyed holidaymakers have travelled uninsured over the last year; of these, 37 per cent said that travel insurance wasn’t necessary, and 28 per cent said that while they were aware of the risk, they were happy to take it. Notably, of those who said that they have been required to pay out while on holiday because they were either uninsured or underinsured, 34 per cent said that they had to spend between £500 and £4,000. ABTA has partnered with the UK Foreign & Commonwealth Office (FCO) to spread awareness among travellers of the importance of insurance, encouraging them to purchase it as soon as they book their trips, so that they can be 100-per-cent certain of peace of mind from booking to their departure to their return. “Most people enjoy trouble-free holidays overseas,” said Julia Longbottom, the FCO’s Director of Consular Services. “However, I am concerned by these new figures showing that many British holidaymakers continue to travel without insurance. The risks are very clear. You could find yourself paying

foundation of knowledge for industry professionals and individuals interested in careers in travel and travel insurance.” The course is available online and can be accessed 24/7, at whatever time suits the individual. Enrolment costs between CAN$99 and $285 and after completing the course, individuals will earn a certification – while this is not an official licence to practise, it is a recognised achievement of knowledge and a tool with which to gain travellers’ trust. THiA adds that TRIP will better equip those working in the travel insurance industry for their role and advancement, and in line with THiA’s long-term aim, will ‘ensure a consistently high level of knowledge, quality and integrity across the industry’.

out thousands of pounds in medical bills if you don’t have insurance. It’s important to know the FCO cannot help fund medical bills if you or a family member are taken ill or hospitalised when abroad.” ABTA also noted a number of high-profile incidents that received media attention in the last year, including an uninsured Welsh holidaymaker who died in Dubai and whose family were left with a bill of £30,000; and an insured woman who failed to disclose a pre-existing medical condition before a trip and was subsequently left with a bill of £300,000 for medical treatment in Mexico. It is a shame to fall back on scare stories such as these – especially as, in the minds of consumers, anecdotes like the second one paint the travel insurance industry in a negative light, despite the fact that it is merely an instance of the customer not holding up their end of the bargain. However, sometimes shock tactics are the only way to get through to people, unfortunately ...

The true cost of unvaccinated travel

CMY

Measles continues to make headlines, with a cruise ship recently having been quarantined off the coast of Caribbean island St Lucia after a case was diagnosed on board. The ship was reportedly Freewinds, a vessel owned and run by the Church of Scientology. As we all know by now, measles is highly contagious and, as such, quarantine was a necessary measure. “We thought it prudent that we quarantine the ship,” confirmed the island’s Chief Medical Officer Dr Merlene Frederick-James. Reports of the quarantined cruise ship follow news of ongoing measles outbreaks worldwide, including in the US, where vaccination is being enforced in unvaccinated communities to slow the spread, in Venezuela, where there has been an uptick in vaccine preventable diseases, and in Australia, where, according to health organisations, infected, nonvaccinated travellers are largely to blame.

As well as being aware of the areas and countries where the disease is wreaking havoc, it is also important that travellers know whether their travel insurance will cover them should they fall ill. According to industry experts, travellers that are not vaccinated may invalidate their travel insurance. “Unvaccinated travellers are at very high risk of measles exposure and transmission. Additionally, those who fail to vaccinate could be out of pocket for any treatment they require overseas,” said Natalie Ball, Director, Comparetravelinsurance. com.au. “Unvaccinated travellers face all manner of health risks along with thousands of dollars in medical fees, not to mention lost travel expenses.” In short, travellers should vaccinate themselves against the disease for a number of reasons, including their health and the health of others, and avoiding potentially substantial medical bills.

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NEWS

Holiday nightmares

Dare to declare

Who doesn’t love the excitement of an upcoming holiday? When many of us so often have our noses just inches from the daily grindstone, it’s great to have the relief of a trip away just around the corner. But travel planning is not without its accompanying worries, and Allianz Assistance knows as much – having surveyed 200 UK travellers, the travel insurance provider reveals what people most commonly consider to be their nightmare scenarios when it comes to planning a trip. It’s no surprise to learn that a lost passport or wallet, luggage not arriving and falling ill marked the top three nightmares respectively for UK holidaymakers; while concerns over accommodation being next to a nightclub grazed the bottom of the list, at number 10. In terms of gender analysis, the survey revealed that men are more likely to worry about falling ill than women – at 48 per cent, compared to 39 per cent. On the other hand, the opposite is true of concerns over missing luggage, where it’s 49 per cent of women versus 38 per cent of men. Interestingly, Allianz measured some other pronounced differences between the concerns of men and women: women were worried about forgetting their prescription sunglasses or contact lenses, a concern which didn’t make top 10 on the men’s list, while men rated mosquitoes and forgetting credit cards,

Comparetravelinsurance.com.au believes the travel insurance market has made great strides in reducing stigma attached to mental illness and advises travellers to always declare their pre-existing medical conditions, including mental illnesses. A study by the Australian travel insurance comparison site found that travellers have reservations about declaring anxiety to their travel insurer, with 76 per cent saying that they wouldn’t disclose this. Of these travellers, nearly 22 per cent said the reason for avoiding disclosure would be to keep their premiums down, while 54 per cent said that they didn’t think it was necessary to disclose. However, according to insurers, travellers who fail to declare their pre-existing conditions risk invalidating their overseas medical coverage. Natalie Ball, Director of Comparetravelinsurance.com.au, said that, increasingly, insurers are evolving their policies to reflect a more modern approach to mental health. “In the past, most insurers wouldn’t cover conditions such as anxiety, placing blanket exclusions on all mental illnesses. However, the market is finally coming around to the vast proportion of the population living with mental health diseases. Seventy per cent of travel insurers now offer some sort of mental illness cover by assessment and travellers should take steps to research their options,” she said. “Insurers are increasingly recognising the need to

which wasn’t a prime concern for women. With age comes new priorities. Allianz cited nearly one-third of 18 to 24-yearolds worried about forgetting their tech, and one-fifth of younger travellers fretted over an excursion without WiFi. In contrast, 53 per cent of travellers aged over 65 are more likely to worry about losing their passport or wallet. Kate Walker, Head of Direct at Allianz Assistance UK, empathised and reasoned that many of the top-10 holiday nightmares will be covered by ‘quality travel insurance’. “However, even the best travel insurance won’t ensure the Wi-Fi is up to scratch or guarantee a decent cup of tea and a bacon bap will be on the menu,” she concluded.

overcome the stigma attached to mental illness. Cover is now easier to access for highly prevalent conditions like anxiety. By the same token, consumers should be forthcoming with their insurers, and feel comfortable doing so.”

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No insurance, no assurance A survey conducted by MoneySuperMarket suggests that Brits are less likely to take out travel insurance for ‘staycations’ or trips to Europe than for long-haul travel. However, in line with these findings, the price comparison site has also unearthed some other unsettling figures, with which it hopes to warn consumers of the perils of having no cover when things go wrong – which happens more often than many might believe. MoneySuperMarket asked 2,000 British citizens about their attitudes towards travel insurance and found that as the length of a trip increased, people were more likely to consider taking out travel insurance – but that still only goes up to 69 per cent for people that get insurance for a week-long holiday. And of those who go away for the night, 52.9 per cent won’t take out travel insurance. In addition to these worrying numbers, MoneySuperMarket found that 37 per cent would not consider taking out travel insurance for a trip within the UK, and that a troublesome 15 per cent of Brits didn’t realise that they would need cover while staying in the UK. The reason for this indifference towards travel insurance, the report found, came down to the fact that respondents didn’t feel that they were travelling far enough to warrant it. “It’s still useful to take out travel insurance if you book a holiday within the UK, as it can cover you for lost valuables and cancelled accommodation,” noted MoneySuperMarket. Travelling outside of the UK, the report noted that the Netherlands, Denmark and Belgium are the places people felt most able to skip out on travel insurance during their most recent trip – but MoneySuperMarket urges holidaymakers to reconsider, citing the Netherlands as

In the past, most insurers wouldn’t cover conditions such as anxiety, placing blanket exclusions on all mental illnesses. However, the market is finally coming around to the vast proportion of the population living with mental health diseases

Addressing travel insurance pain points

having an unusually high rate of lost or stolen passports, at 82 per 100,000 visitors. Anna Sant, travel insurance expert at MoneySuperMarket, stressed that, as well as missed or cancelled flights, travel insurance can help with medical issues and thefts while travelling. “While we all hope our holidays go without a hitch,” she warned, “travel insurance is a great safety net for those occasions when things do go wrong. You should try to take out insurance as soon as possible after booking your trip, as policies can cover the costs of unexpected cancellations or other difficulties before you leave.” This is certainly not the first case of misconceptions around travel insurance causing consumer apathy, but it’s good to see that MoneySuperMarket has taken a proactive approach in publishing these findings. As an educational resource, A Study of Brit’s Travel Insurance Habits allows consumers to make informed decisions based on facts rather than assumptions and avoid suffering the consequences of no cover.

because of the stress that would result. “We are starting to see forward-thinking disruptors in the travel sector who are already starting to tackle this problem,” said Cover Genius CEO and Co-Founder Angus McDonald. “These two pain points are easily solved with technology, which consumers have already experienced in other industries, so it’s not surprising to find that there’s growing frustration and mistrust of the insurance ecosystem.” The survey found that 45 per cent of UK insurance customers would be happy to purchase bolt-on insurance products if it meant more peace of mind. Over 25 per cent said that a simpler, streamlined claims process involving a single-click service would be an attractive proposition, and 66 per cent of those aged 18 to 24 and 67 per cent of those aged 25 to 35 said that they would be happy to pay more for the simplicity and

loyalty and repeat bookings. However, the concept in other industries where we see them moving towards managing an endto-end experience is not a new one, and this research definitely shows opportunity for travel companies to own more of the

Instant payment technology, streamlined booking processes and consistent information delivered to the palm of the hand have become second-nature solutions for most major travel players now peace of mind offered by instant payouts. “Instant payment technology, streamlined booking processes and consistent information delivered to the palm of the hand have become second-nature solutions for most major travel players now,” said McDonald. “How this translates to a seamless customer experience is what provides travel companies with the best chance of engendering

components associated with travel – including offering a better approach to that all-important travel insurance policy. Travel players being able to apply the same cutting-edge, customer-centric approach to helping travellers when they need it most, will be a game-changer, and we are seeing how this is creating an increased positive impact on brand perception.”

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INDUSTRY VOICE

The power of parametrics Cyrus Maaghul looks at the five emerging trends that are fueling the growth of blockchain-based parametric insurance, and assesses its impact in the travel insurance sector The travel insurance market is growing steadily around the globe. The size of the global travel insurance market is likely to be valued at over US$35 billion by 2025, according to Adroit Market Research. Globalisation, tourism and trade practices, among other factors, are driving the demand for travel and travel insurance. Coincident to the global growth in demand for travel insurance is the emergence of public blockchain-related technology and new ways to objectively capture risk-related information (weather, transportation systems, flights, political events, disease outbreaks, crime, terrorism, and so forth) in real-time. This has created a perfect storm for the emergence of new and innovative travel insurance products and new types of insurance producers. The ability to capture verified real-time data enables insurers to develop improved predictive risk models and fashion more consumer-responsive products. The power of blockchain Public blockchains are facilitating the direct movement of value between marketplace participants utilising tokens or cryptocurrency. These public chains enable this with no bank or insurance company required in the middle. This is a powerful capability. Trust that doesn’t require a third party. When you look at how insurance companies operate, the core of their business is trust, pooling consumers’ insurance premiums. We entrust them with our money and governments regulate them to prevent intentional and unintentional malfeasance. That regulation comes at a cost that is passed on to the consumer or insured one way or another. The cost to move tokens around the globe is low as they require no intermediaries, and these transactions can happen within minutes. The tokens can also be purpose built and designed only to be of value when trading with certain partners (hospitality, transportation, medical, and so forth) who accept the token. Let’s look at how the advent of conditional payment logic or smart contracts and

blockchain transparency has led startups and insurers around the globe to begin researching and experimenting with tokenising insurance products known as ‘parametric’ insurance. Parametric insurance (sometimes referred to as index-based insurance) is a type of insurance that does not indemnify or compensate for the actual loss, but rather issues a fixed payment upon the occurrence(s) of an objective triggering event. This type of coverage has been around for more than 20 years, covering events such as earthquakes and hurricanes. Parametric insurance – or warranties as some like to refer to it – has been used to complement indemnity products as a ‘front stop’ to get payments out quickly to insureds before full loss assessments are obtained. With the confluence of five emerging trends, detailed below, the demand for speedy blockchain-enabled parametric insurance is poised to significantly rise in the years ahead across the risk spectrum: • The rise of digital and social technology. Digital technology has spurred the demand for insurance coverage for data privacy breaches, system intrusions, theft of data, and now digital assets. Incidence of healthcare record theft, reputation attacks, derivative manipulations and cryptocurrency theft are evidence of new security vulnerabilities resulting from the growth of digitisation and social media. The rise of digitisation and the demand for – and value of – data, corporate and

This has created a perfect storm for the emergence of new and innovative travel insurance products and new types of insurance producers political reputation, and the new class of digital assets has spurred interest in new forms of protection, many of which can be covered with parametric insurance. • The rise in business models with a large proportion of intangible assets. These entities run the risk of having their cashflow instantly and negatively impacted by certain events such as cyberattacks, terrorist threats, transit strikes and weather disasters. Businesses such Airbnb, Uber, Lyft, on-demand platforms, as well as

traditional transportation and hospitality services are particularly vulnerable to such events. Parametric models are now being developed to demonstrate the correlation between these events (which are being indexed) and the loss in revenue and/or increase in business costs. • The rise in global warming or climate change. Although not new, these atmospheric dynamics have also been a driver of new parametric products. Climate change is increasingly having a detrimental effect on businesses, governments, and non-profits across the world. • The rise in measurable and real-time data and the Internet of Things. This is a derivative of the rise in digital technology. Parametric insurance products require a measurable and objective index or data source as the trigger or threshold value. When this trigger or threshold value is met, the insurance policy would pay the customer a predetermined amount. As the use of wearable devices, geolocation technology, sensors, machine learning, and co-ordination management technology (e.g. DAOs) emerges, so will the development of new and innovative indexes and triggers. As access to real-time data becomes prevalent, new and innovative pricing models can be deployed to enable new and better customised products for consumers and businesses. As the volume and type of data collected rises, the opportunity to leverage machine learning technology and provide more autonomous product management and operations will grow as well. It is important to note that finding third-party and impartial reporting agencies or data sources also known as ‘oracles’ can be difficult and is one of the key blockers to the growth of the autonomous insurance market. However, I believe the number and types of oracles will rise with the increased adoption of decentralisation technology coupled with game-theoreticbased crowdsourcing that utilises digital asset incentives and disincentives. • The emergence of smart contracts, blockchain technology, and digital currencies. The combination of these technologies is perfectly suited to enable the rapid creation and scaling of new and existing parametric insurance products. The use of smart contracts on both public and private blockchain networks with

embedded triggers and oracle integration will enable the deployment of transparent, trust-less, and scale-efficient parametric insurance products across many industries with new and speedy payment capabilities. This technology will enable both creative startups and large enterprises to compete in this market together as the cost to build, maintain, and deliver products is driven down, making it attractive to businesses of all shapes and sizes around the globe. Travel risk is very event-driven and much of the related event information can be captured in real- or near real-time. This enables insurance producers to build insurance programmes that can be activated when events occur. This capability allows for benefits including the processing of payments at very low administration and transaction costs, reducing payment latency, reimbursing medical personnel, interacting with security services, and simultaneously communicating critical data with healthcare, transportation, and hospitality partners. There are now over a dozen insurers and startups working on blockchain parametric travel insurance-related products including HCXI, AXA and Etherisc. We think the work to date by both startups and insurers demonstrates a real opportunity to begin re-imagining travel insurance today.■

Cyrus Maaghul is the CEO of HCXI, an insurance blockchain platform focused on the development of innovative insurance products and organisations. He was formerly a director inside the Fidelity Investments blockchain incubator based in Boston. His career includes launching several successful startup companies in the software, internet, and healthcare arenas.

NEWS

NEWS ANALYSIS

SRI LANKA: A BEACON

OF HOPE

Last year, Sri Lanka was ranked the top country for travel in 2019 by Lonely Planet, but the devastating Easter Sunday bombings have had serious repercussions for the country. Lauren Haigh investigates

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n the morning of 21 April 2019, Easter Sunday, more than 250 people were killed and over 500 injured by eight bomb blasts in Sri Lanka. The attacks took place in three churches and four hotels in multiple locations throughout the country. UK newspaper The Guardian stated on 22 April that this was among the worst terrorist attacks carried out worldwide since September 11. Industry response In the immediate aftermath of the attacks, Sri Lanka Tourism sought to ensure the safety of tourists, rolling out its emergency response protocol. “Trained teams were deployed to the affected hotels, all hospitals and the airport to ensure that all tourists directly affected by the attacks received the care, attention and assistance they needed,” said Sri Lanka Tourism Chairman Kishu Gomes. At the same time, the global insurance and assistance industry reached out to its client and customer base. Carl Carter, Managing Director of Voyager Insurance, a UK insurer, told ITIJ: “The insurance and assistance industry was swift to respond to the Easter Sunday Bombings in Sri Lanka in that many travel insurers and brands were very quick to provide clear directives in how they would respond to both existing policyholders who were planning to travel, as well as to those who had travelled and were currently in Sri Lanka,” he said. On the ground in Sri Lanka, assistance firms began work of locating insureds and working with clients to bring them to safety or, in some tragic cases, repatriate mortal remains. One such assistance provider was Traveller Assist, who gave an account of a phone call it received

from a family member: “She reported that her son and his wife were staying at the Shangri-La Hotel and she had not been able to contact them by phone. As the medical and security assistance provider for the couples’ travel insurer, our team contacted the Shangri-La Hotel who, amazingly in the chaos, answered their phone. They confirmed the couple had been at breakfast when the blast occurred, but that’s all they knew. They advised that the hotel had been evacuated and explained that the restaurant had been very badly damaged. Our team informed the special risks insurer of the situation. The couple were high-net-worth individual policyholders and, as such, the insurer made a quick decision to deploy two members of our Crisis Response team to Sri Lanka.” As with many other assistance providers working in the aftermath of the tragedy, the company’s advice to tourists and expats in Sri Lanka immediately following the attacks was to make contact with family members via phone or email, to contact their Embassy

There is an obligation for travel insurance brands and distributors … to signpost customers to alternative travel insurance solutions if their product is not suitable for the traveller’s needs and, if assistance was required, to contact their travel insurance provider. Travel advice Government-administered travel advisories

were quick to advise against all but essential travel to Sri Lanka following the attacks. The UK’s Foreign and Commonwealth Office (FCO) Travel Advisory website, for example, states: “Terrorists are very likely to try to carry out attacks in Sri Lanka. Attacks could be indiscriminate, including in places visited by foreigners.” The website also states that security has been stepped up across Sri Lanka and a State of Emergency remains in place. Emergency regulations have been put in place that ban the wearing of clothing or objects that conceal the face in such a way that

prevents the wearer’s identification. As many travel insurers link their cover to the advice of government travel advisories, the industry swiftly pointed travellers to relevant websites. In the UK, Carter said of insurers: “They were very quick to ensure that customers checked the FCO Travel Advisory website to keep updated on the situation and also made it very clear that their standard retail policies should no longer be purchased for travel to Sri Lanka due to the FCO travel advisories warning against travel to Sri Lanka.” Voyager Insurance further explained >> that the FCO’s advice means that most

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NEWS ANALYSIS mainstream travel insurance policies in the UK will now no longer cover anyone travelling to Sri Lanka, as it is a common exclusion in many standard travel insurance policies widely available to exclude cover to any country or region where the FCO advises against ‘all but essential travel’ or ‘all travel’. Cover for travel to high-risk areas is, however, available, and with a rise in terrorist activity in tourist areas, it seems that this type of travel insurance may be more and more in demand. “It is a sad reality that terrorism is becoming an ever more common occurrence worldwide,” commented Carter. Covered or not? On 25 April, following the FCO’s advice, the Association of British Insurers (ABI) urged people booked to travel to Sri Lanka to talk to their travel agent, tour operator, airline or other travel provider regarding travel bookings. It stated: “If you are currently in Sri Lanka and want to curtail your visit and return early, your travel insurance should cover any extra costs associated with rearranging return flights.” It said that travellers should check if they have the necessary cover in place or speak to their travel insurer. Unfortunately, not all travellers had the cover they needed. The Guardian, for example, reported on the case of a London family whose travel insurer refused to cover the losses related to a holiday to Sri Lanka that would need to be cancelled, but told them they would be uninsured if they went ahead. When Sam Williams asked his insurer, Ecclesiastical, how he should claim, he was informed that such cancellation cover was not offered as part of his annual policy. “It won’t cover the cancellation but has said that if we continue with the trip, we won’t be insured because the Foreign Office has advised us not to go,” he said. “It seems it wants it both ways. The company advised me to contact my package tour operator, but we have booked it all ourselves. It said it is getting quite a lot of calls about this. Isn’t this why we are told to buy travel insurance

in the first place?” After Guardian Money intervened, the insurer agreed to cover Williams’ travel costs. “We have reviewed Mr Williams’ complaint and, due to the unique circumstances of this particular case, we have decided to pay the claim to cover his travel costs,” said a spokesman for the insurer. “We understand this has been a stressful time for Mr Williams and we want to do the right thing for him.” As Carter told ITIJ, insurers have an obligation to travellers to fulfil: “There is an obligation for travel insurance brands and distributors [in the UK] under FCA guidelines and good practice to signpost customers to alternative travel insurance

solutions if their product is not suitable for the traveller’s demands and needs. There is much more that can be done by travel insurance brands online and within

Sri Lanka´s tourism sector is a beacon of hope and unity. That´s why those who seek to divide us target hotels and other places where people come together their customer journeys and eligibility pop-ups to improve signposting and to redirect customers to specialist travel insurance solutions if their primary travel insurance solution is not suitable,” he said. “This is not only good practice under FCA guidelines, it is good for customer retention, it is good for brand and likewise good for business in that commission can also be earned by introducing customers to specialist solutions rather than losing the customer or even worse if the customer was to inadvertently purchase an unsuitable product.” Tourism in trouble A number of tour operators have cancelled bookings to Sri Lanka up to April 2020 and, inevitably, the attacks have had a negative impact on tourism to the country. Indeed, according to government figures, since the attacks there has been an 80-per-cent drop in tourist arrivals. This has destroyed the livelihoods of many Sri Lankans who depend on tourism, with the hotel industry suffering and a number of businesses having closed down. “It’s a big blow to the economy, as well as the tourism industry,” said Sri Lankan President Maithripala Sirisena. “For the economy to develop, it’s important tourism returns to where it was before the attacks.”

At a recent meeting called by Regional Director, International Congress and Convention Association Asia-Pacific, Noor Ahmad Hamid, Chairman of the Sri Lanka Convention Bureau Kumar De Silva stated that the country in general and the tourism industry in particular were fast returning to normal. He emphasised that measures had been taken to ensure the safety of visitors and that the country was open for business. Secretary-General of the UNWTO Zurab Pololikashvili called on the global community to offer its unwavering support to Sri Lanka through tourism and reiterated that hotels, beaches and other sites of interests are open as usual. “I have had the privilege of seeing Sri Lanka emerge as one of the world’s great tourism success stories, the country offers a warm welcome to visitors from all over the world, regardless of nationality or creed. In return, tourism has provided many Sri Lankans with secure jobs, helping whole communities grow and develop. Tourism has also been a major factor in the past decade of national reconciliation and contributed to bringing the people of Sri Lanka closer together,” he stated. “Sri Lanka’s tourism sector is a beacon of hope and unity. That’s why those who seek to divide us target hotels and other places where people come together. I offer my sincere condolences to those affected by the recent attacks, especially the families of the many victims.” It is clear that the country is resilient and is doing its utmost to return to the thriving tourist destination it was before the devastating attacks. With time, support and hope the country can work towards rebuilding confidence in its tourism industry. “We cannot allow ourselves to become paralysed by fear,” said Gomes. “Nearly half a million families across the island depend on us for their daily living; the impact on our economy must be mitigated.” ■

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ABBYY releases new mobile technology AI technology firm ABBYY has announced the launch of a new mobile capture software development kit (SDK) that enables end-to-end point-and-capture mobile experience, which removes the need for manual data entry and improves customer experience for businesses across financial services, insurance, logistics, healthcare and more. ABBYY revealed that the number of people who prefer mobile over other channels of communication is increasing with each generation – 55 per cent of millennials want to use mobiles for office tasks, and as 18 per cent of millennials spend two days a week inputting data at work, businesses need to ensure that they are offering mobile-driven services to save time and effort for employees and customers. ABBY highlighted that when using banking, insurance, logistics and healthcare services, for example, mobile users are forced to grapple with lengthy registration processes and manually input information themselves – a process wrought with error risks, not to mention how timeconsuming and frustrating this can be. In addition to poor customer experience, this can slow down the process at the company’s end and lead to unreliable and inaccurate onboarding processes. Using the new ABBYY Mobile Capture, users simply need to take a photo of a document, and this is then entered into an app or back-end process for use in onboarding, registration and

New app to ease travel insurance woes

verification, and supports organisations’ digital transformation and robotic process automation strategies. “AI automation on mobile still is not being used by businesses to its full advantage,” commented Bruce Orcutt, Senior VicePresident of Product Marketing at ABBYY. “This creates a massive opportunity for the early adopters of new-generation mobile technologies such as ABBYY Mobile Capture. The SDK benefits both organisations and end users by making mobile interfaces more intuitive, boosting their ease and speed. It is designed for the workforce of the future who are driven by the culture of convenience, prefer mobile for admin tasks, and welcome smarter working practices.” Mobile Capture is compatible with 63 languages and includes out-of-thebox recognition for over 160 types of IDs, bank cards, MRZ and IBAN.

Spanish travel insurance broker Mondo has introduced a new mobile phone app that includes assistance services such as online management of incidents and a 24/7 medical chat line that can be accessed free via public Wi-Fi connections. David Ing reports Launched this month, the company claims it is the first of its kind to be available on the national market and represents ‘a milestone on the way to attaining leadership in digital transformation in the travel insurance sector’. Mondo’s founder, Ricard Domenech, said the app meets the goal of seeking ‘constant improvement in the user’s experience, not only at the time of purchase but also when the moment of truth arrives, when it is time to make use of the insurance’ and that it will prove to be a ‘disruptive innovation in the travel insurance sector’. The app is designed to allow users to make

internet calls to their insurers free via public Wi-Fi connections in the case of an incident. Mondo said this overcame a common problem for many tourists who travel without their usual phone, or even if they do maintain their regular line often have to face up to having to pay expensive bills before they can make an emergency call. Other features of the app include a 24-hour medical chat service that enables the client to ‘clear up doubts’ over health issues and a guide for transmitting details of any incident to which they can attach copies of documents. “Our objective in developing this app is to offer a solution to the obstacles in communications that travellers meet, making simpler a process that is usually complicated in adverse circumstances such as the lack of a telephone line or the language barrier,” said Domenech. “We are trying [to make] the support received to be an easy and intuitive process through new technology, but without losing the warmth of the human factor.”

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Chubb announces new e-learning modules Insurance company Chubb has developed an extended range of e-learning modules that will soon be available on its Chubb Travel Smart platform – an app that helps business travellers manage and mitigate risks while travelling for work. The app provides business travellers with pre-travel e-learning modules, direct access to medical and security assistance and live location-based alerts to help avoid trouble. It also provides risk managers and human resources teams with an online dashboard for an instant and complete summary of travelling employees, including their

location and whether they are in high-risk areas, as well as allowing them to send email and SMS messages direct to any employees who are away on business. “We are delighted to announce the launch of the new e-learning functionality within Chubb Travel Smart, which means employers can better demonstrate their commitment to meeting duty of care obligations,” said Glen Browne, Deputy Regional President, Regional Head of Accident & Health for Asia Pacific at Chubb. “Even more importantly, travelling employees benefit from knowing more about the risks related to business trips they are

undertaking and how to reduce them.” The new modules, which have been developed in collaboration with Global Warning Systems (GWS), allow users to access all functions via the app platform, and records are kept of employees that have completed specific courses, which allows employers and risk managers to monitor usage and ensure employees are adequately prepared for their trip. Andreas Rodman, CEO of GWS, said: “With this new e-learning solution, we are raising the bar on user friendliness for travel security solutions. By integrating the

e-learning solution into the app, along with automated reporting tools and gamification, we will create a new level of interaction that drives greater security awareness for employees away from home on business.”

Collinson and Aspen Medical partner up A new partnership between Collinson and Australian-owned global healthcare provider Aspen Medical sees the global travel assistance company enhance its medical assistance capability – even expanding its reach of services to customers in locations where medical infrastructure is lacking. Aspen Medical provides healthcare services, including ambulances, medical facilities, equipment, consumables, pharmacy products and aeromedical evacuation services, as well as healthcare professionals. Scott Sunderman, Head of Assistance at Collinson, said: “This experience will be vital as we broaden our global medical assistance and travel risk management services to ensure clients have the best possible protection, wherever they may be located.” In collaboration with Collinson’s global medical and evacuation network, plus its 24/7 medical and security operations centres, the two services will provide fully comprehensive assistance for complex international deployments. Executive Chairman and Co-Founder of Aspen Medical Glenn Keys said: “Collinson is recognised globally for providing an exceptional medical assistance service. This partnership with Collinson further develops Aspen Medical’s global capability with an integrated travel risk management solution. When combined with Drum Cussac’s expertise, their global assistance app, security alerts, location tracking and monitoring, together we are delivering a very powerful new capability in the market for those seeking assistance in times of need.”

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Generali launches new business solutions Generali UK has announced the launch of a set of new personal accident and multinational solutions, to augment the Business Travel Plan that it introduced last year The business travel range was developed in order to provide a comprehensive suite of tailor-made products that can help UK-based and multinational companies meet their duty of care obligations, ensuring that they can provide compliant, cost-efficient cover for all employees, whether based in their home country or assigned overseas. The solutions, which can be purchased in either standalone or integrated forms, are designed for companies with at least 250 employees. They provide various benefits, including: integrated insurance, accident and assistance networks; a high degree of flexibility; one flat annual premium, to minimise administration and accounting; a simple online tool to facilitate faster and more efficient claims submission; and access to a global multinational network, so that

all plans can be compliant but controlled efficiently from one centralised location. “Too many employers risk leaving employee duty of care to chance where DIY travel and lack of personal injury and accident cover is concerned,” commented Karoliina Gutaj, Generali Employee Benefits Network’s Head of Strategy and Marketing. “While profits and losses are closely tracked for things like materials and payroll, travel and accident are often left exposed. This could cost businesses financially and reputationally, impacting employee wellbeing and having a knock-on effect on recruitment and retention. The fact that all of our travel, accident and assistance solution are under one roof brings cost efficiencies and flexibility to business.” Statistics from the Global Business Travel Association suggest that global corporate travel spend is set to rise by 7.1 per cent over the course of this year, hitting US$1.7 trillion by 2022; with numbers like these, such protection products are likely to be an extremely fertile segment for the foreseeable future.

SME cyber product from Arch Arch Insurance UK, part of Arch Insurance International, has announced the launch of a new cyber insurance product specifically tailored to the requirements of small-and-medium-sized enterprises (SMEs) and their insurance brokers. The product, Cyber Searchlight aims to provide the support and assistance that SMEs need in the immediate aftermath of a cyberattack or other damaging cyber event; should a client need to make a cyber claim, help will immediately be made available via app-based notifications and other online methods, so that business as usual can continue with as little disruption as possible.

When in Roam: new insurance policy

A new partnership between Greater Anglia – operator of the Stansted Express train line in the UK – and Thomas Cook Money will enable customers to ‘conveniently and seamlessly’ purchase travel insurance ahead of their travel. The ‘Roam’ policy provides Stanstead Express customers with access to digital medical screening, 24/7 emergency medical treatment and reassurance that any claim made will be responded to, and where possible, paid out within 24 hours. Martin Moran, Commercial and Customer Service Director at Greater Anglia, commented on the partnership: “Greater Anglia is delighted to be partnering with Thomas Cook Money. We are always looking for ways to provide our customers with added value on their journeys, both

here in the UK on our network, and when travelling abroad from Stansted Airport. This partnership with Thomas Cook Money is the start of an exciting transformational period for Greater Anglia as we bring in a complete fleet of new trains on all our services over the next two years.” Brian House, Managing Director of White Horse Insurance Ireland dac, said that the partnership will help holidaymakers: “We are thrilled to be working with Greater Anglia to provide an enhanced and customisable travel insurance for Stansted Express travellers which can be bought in a matter of minutes. Our aim has always been to provide a simple and straightforward insurance product, so holidaymakers can enjoy their time away with peace of mind.”

Voyager Insurance’s high-risk coverage

Cyber Searchlight will initially be available as a specialist standalone service in the UK, with Australian rollout set to follow shortly. “Our ambition has been to design a simple, service-led policy proposition to overcome the historic complexity in the cyber segment,” said Steve Bashford, Chief Executive of Arch UK Regional. “When a business experiences a cyberattack, it needs a responsive, straightforward service — a lifeline in its hour of need. We’ve designed Cyber Searchlight to be a fifth emergency service, empowering brokers to sell more policies with more confidence and to get their clients back up and running swiftly if they experience a cyber incident.” International travel insurance provider Voyager Insurance will now offer high-risk insurance cover to travellers planning trips to Sri Lanka, as well as other areas where the UK Foreign and Commonwealth Office (FCO) advises against ‘all travel’ or ‘all but essential travel’. Following the devastating terrorist attacks that recently took place in Sri Lanka, the FCO advised against ‘all but essential travel’ to the country, and as such many travel insurance providers will no longer cover anyone travelling to the region. In light of this development, Voyager Insurance Services has rolled out its ‘High Risk Voyager Travel Insurance’ product, which covers people travelling to Sri Lanka and other high-risk travel areas, regardless of the reason they’re travelling.

Managing Director of Voyager Insurance Carl Carter touched upon the ‘sad reality’ of increasing occurrences of terrorism worldwide and affirmed that Voyager’s offering aimed to ‘meet the demands of travellers’ going to high risk areas. “Whether you are travelling for leisure, visiting family, volunteering or travelling for business to an area where the FCO has advised against ‘all travel’ or ‘all but essential travel’, you can protect both yourself and your wallet by applying for High Risk Voyager Travel Insurance, which includes emergency evacuation, if necessary.” For detailed insights into the Sri Lanka terrorist attacks and the industry response, check out our news analysis on P.12

COMPANY BRIEF

Allianz launches pre-trip reminders While there has been a welcome increase in the number of travellers purchasing travel insurance for their trips this year, this has not always been accompanied by an increase in awareness of what is and isn’t covered. Whether people simply skim-read their policies or are too busy (or, dare we suggest, lazy) to read them at all, many travellers still do not know the ins and outs of their cover. In response to this, Allianz Global Assistance has introduced pre-trip reminders for its customers. Emails are sent a few days prior to the individual’s departure, containing vital and easy-todigest information about the benefits, who to call in the event of an emergency, and how to file a claim online. These reminders have been introduced after the company undertook extensive analysis of customer feedback, which revealed that many travellers forget that they buy insurance a few weeks before their trips, or at least do not recall what the benefits are. The emails, it is hoped, will go some way towards rectifying this. As well as reminding customers of their benefits, giving a link to view the policy and providing information about how to seek assistance, the email also gives the option to download Allianz’s TravelSmart app, which can help to resolve travel disruptions and other emergencies. Health and travel booming International health and assistance policies proved to be the biggest revenue growth sectors for Allianz Partners last year, followed closely by travel insurance.

Between them they helped to keep income on the rise in 2018 – up by 1.8 per cent on the previous year to €8.61 billion – while operating profits surged ahead by 39 per cent, to €566 million. The company said it had been ‘a year of strong results’, with growth boosted by the introduction of a new global plan with a focus on innovation, harmonisation of the distribution model and the ‘development of new speedy solutions for partners and their customers’. With new CEO Sirma Boshnakova taking over from Rémi Grenier at the start of April, the company said 2018 had seen

‘sustained growth in all the regions, led by assistance and international health’. However, travel was not far behind the assistance sector, with a 4.7-percent rise in sales to €2.11 billion, led chiefly by direct sales in the Americas and Europe and B2B2C trade in the Americas and the Asia Pacific region. International health, meanwhile, grew by 6.5 per cent to €1.82 billion, mainly through the insurance business of Allianz’s NextCare brand, which saw rapid expansion in the Middle East. Vehicle insurance, however, took a 5.1-per-cent hit, falling to €2.74 billion, with Europe now followed closely by

the Asia Pacific as the main markets. The results were released as Allianz said farewell to Rémi Grenier – who joined them in 2006 – a man the company described as being ‘instrumental in forming Allianz Partners Group and leading its growth story’. Sirma Boshnakova joins from Allianz SE, where she was head of the business division for western and southern Europe, after a career that started at Boston Consulting Group led her into pharmaceuticals and then insurance. “I am delighted to be joining Allianz Partners at a time when it enters its next strategic cycle,” she said.

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Amadeus strengthens partnerships Travel technology company Amadeus has announced new deals with its existing partners, Travix and Heycars, which sees the company strengthening these existing relationships through new customer offerings. Travix, an online global travel company, is now to make Amadeus its global distribution partner, which will provide Travix with greater access to the breadth of content offered by the Amadeus Travel Platform and, in turn, Amadeus with an advanced reach of its services. At the same time, Chinese startup Heycars, which emerged from the Amadeus Next StartUp programme, is to integrate into Amadeus Transfers and part of the Amadeus Transfers platform. Heycars is available in 83 countries, providing chauffeured vehicles that can be booked in advance. It will now have access to Amadeus’ global travel agency network. Collaborating with new innovative startups and other well-established businesses is an obvious step for any company looking to get ahead of the competition. It comes as no surprise that these companies have come together, especially considering that Amadeus recently reported positive growth in the first quarter of 2019 and achieved certification on the ONE Order standard as capable Order Management System by the International Air Transport Association.

New travel tech partnership Global technology consultancy DataArt, which designs, develops and supports software solutions, has announced that it is partnering with global booking service GroundScope to deliver a new iOS version of a car booking app that enables travelling employees to manage their journey. “DataArt proved to be a trusted technology partner who helped us to launch the new version of our car booking application available for iOS users,” said Emma Hamlin, COO/CTO of GroundScope. “The project management and teamwork were second-to-none in delivering the app on

time and within budget. It is a pleasure to work with a knowledgeable, efficient, like-minded partner that sets innovation and high-quality customer service as a priority. The next project already underway is to upgrade our Android app.” Anton Krasikov, Account Manager at DataArt, said: “The challenge for DataArt was to create GroundScope iOS application and integrate it smoothly with the existing booking platform. The resulting solution offers users a modern look and feel combined with a high-quality service in line with leading-edge technology.”

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Celebrating customer service excellence Allianz Global Assistance has won two international customer service excellence awards in the 17th annual American Business Awards – the nation’s ‘premier business award programme’. The awards, nicknamed ‘the Stevies’, will be presented at a gala ceremony at the Marriott Marquis Hotel in New York on Tuesday 11 June. Allianz is a confirmed winner of a Silver Stevie Award for Customer Service Department of the Year and a Bronze Stevie Award for Customer Service Team of the Year in the Insurance category. Over the past five years, Allianz has won 21 American Business Awards and Stevie Awards for customer service excellence. “We are pleased to be recognised for the fifth year in a row by the American Business Awards for providing exceptional customer service levels in our industry,” said Jeff Rolander, Director of Claims and Assistance at Allianz. “Our customer-focused approach to hiring and training talent, along with notable improvements in the speed and ease of using travel insurance is making a positive difference in our customers’ lives.” All organisations operating in the US are eligible to submit nominations for the awards – public, private, for-profit, nonprofit, large and small – and nominations for this year exceeded 3,800. President and Founder of the Stevie Awards Michael Gallagher commented: “The nominations submitted to the 2019 American Business Awards were outstanding. They illustrate the continued vibrancy of innovation and high level of achievement across the American economic landscape.”

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Bancassurance struggles in North America While bancassurance is going from strength to strength in Europe and Asia, it seems to be struggling in North America – largely due to regulatory intervention and market dynamics This is according to DBRS Ltd (DBRS), which asserts that while Europe has a strong and well-embedded distribution framework for bancassurance, with Asian markets fast catching up, as more insurers and banks look to diversify their revenue streams, this is not the case in the US. DBRS sees bancassurance as a key channel for the global distribution of insurance products, particularly life products, which have generally outperformed other segments via this specific conduit. Banks are keen on this channel because it means that they are less dependent on net interest income – which can be problematic during times of compressed interest rates, for example – while insurers can enjoy higher sales without the attendant raised distribution expenses. “Generally, insurance sales in the US are sourced through brokers who reach out to numerous insurance providers looking for the best deal for their clients,” said DBRS in its new commentary, Bancassurance: North America Trails Europe & Asia. “The broker is then paid a commission from the insurance company once a policy is sold to a customer. As a result, owning an insurance underwriter under a bank in the US does not necessarily offer a competitive advantage as consumers

will likely reach out to a broker to see if a better policy can be found. “Moreover, given the size of the established insurance companies in the US, there is a limited viable supply of potential bank buyers. Given these dynamics, some banks have entered the insurance business by buying insurance brokerages and hiring

Generally, insurance sales in the US are sourced through brokers who reach out to numerous insurance providers looking for the best deal for their clients

Blockchain in banking and insurance The banking world is ahead of the game in Canada, with modern identity verification created with blockchain technology now available to customers of five Canadian banks, and soon to come to a further two. Sun Life Financial Inc. has also signed on to be the first North American insurer on the service. Verified.Me is a digital identity system available to customers through an app, which provides secure access to banking and other services through digital confirmation of the user’s identity. The software has been in the making since October 2016 – developed by International Business Machines Corp. and the Linux Foundation; Canada’s biggest banks and Quebec-based Desjardins have also collaborated on the system, alongside telecom companies, Equifax Inc., government agencies and Toronto-based financialtechnology firm Prodigy Ventures Inc. “Everything from being able to see your health records in a secure way, being able to open a new bank account, being able to get a new

brokers. This avenue has been more attractive, as brokers generate fee income while requiring little capital since they are not underwriting the policies. Nonetheless, banks have found this to be a very difficult business to meet or exceed profitability targets.”

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phone — all this stuff that’s so time-consuming and painful is going to get easier for consumers,” SecureKey CEO Greg Wolfond said in an interview. “They’re going to be able to share their data in a secure and trusted way, which they never really could before.” The system is currently available to customers of the Royal Bank of Canada (RBC), Toronto-Dominion Bank, Bank of Nova Scotia, Canadian Imperial Bank of Commerce and Desjardins Group, and will soon be available to Bank of Montreal and National Bank of Canada. Rami Thabet, Vice President of Mobile & Digital Money Management at RBC, said that this ‘significant development’ marked a ‘ground-breaking’ collaboration for Canada. Indeed, data sharing between major insurance and banking industries is essential to improving the efficiency of the customer journey, while blockchain is highly effective in deterring fraud and ensuring personal security.

INSURANCE MATTERS

Bye UK – hello Europe!

Data gathered from artificial intelligence platform Talent Ticker has highlighted some worrying figures – and, surprise surprise, Brexit’s to blame once again. Talent Ticker revealed that since the Brexit referendum, there has been a marked increase in the number of financial services companies expanding to open European offices, and that the UK – even London itself – has lost its appeal, with many services relocating to European Union (EU) member states and practising caution when hiring in the UK’s capital city, so as to continue trading with the EU should a no-deal Brexit come about. There can be no doubt that companies are jumping ship in reaction to Brexit – with the 30-per-cent increase in banks making job cuts compared to the same period in 2017 (which Talent Ticker identified), firms are acting fast to cut their losses and reduce the risk of the disruption that a hard exit from the EU may cause. Take a look at J.P. Morgan if you need further convincing: the investment bank has reportedly made 300 employees agree to move to France or Germany in the event of a no-deal Brexit. And Talent Ticker suggests that this will not be the last instance of such actions. It noted that private banking, trading, sales, operations, middle office and risk and compliance are among those financial services roles most as risk of being lost to European locations. On the other side of the coin, Ireland, France and Germany have been identified as the ‘most prominent countries likely to see an influx of financial services employees’, with Frankfurt being the most popular destination. Luxembourg is also high amidst the ranks of popular relocation countries, adds Talent Ticker. Talent Ticker Founder and CEO Nick Vaughan commented: “However Brexit unfolds, gaining access to great talent will play a big part in the future of the banking world. Trends show growing consumer trust in online banking and this has enabled more emerging technologies to also enter the arena, with things such as AI and automation playing an increasingly bigger part in banking. Most of the talent who build these great products are still based in the UK and want to stay here so London will always remain as a talent powerhouse, globally.” Indeed, not all is lost yet, and Talent Ticker has revealed that, although many traditional financial services firms are shying away from London and the UK, other major cities such as Cardiff, Bristol and Glasgow are becoming ‘hubs for technological innovation’, with emerging fintechs popping up across the UK every week. Still, it’s good to make sure that employees are updated on the ever-changing environment that Brexit creates for their working lives, as Vaughan illustrates: “It’s now more crucial than ever that financial service companies speak to their staff to understand what is keeping them up at night. There needs to be clear internal communication about whether staff are going to be affected. This reassurance could be the difference between keeping and losing the top players on your team.”

ICNZ supports climate change adaptation The New Zealand Government introduced its Climate Change Response (Zero Carbon) Amendment Bill to Parliament on 7 May, which will see climate change adaptation actions being implemented, and the Insurance Council of New Zealand (ICNZ) has expressed its support for the new bill. The bill places a legal obligation on the government to support adaptation initiatives, and ICNZ has stated that it is committed to working with the government on understanding and adapting to risk in order to reduce the cost of climate change for communities and New Zealand more broadly.

The company reflected on the increased frequency and severity of storms, as well as changes in flood risk from natural causes and the costs that these changes will incur. ICNZ Chief Executive Tim Grafton added his own thoughts to the monumental development: “Mitigation is simply not enough on its own; even if all carbon emissions ceased today, we would still be dealing with the effects of a changing climate for years to come.” He expounded that, according to preliminary research from NIWA, there is near certainty that the sea will rise an additional 0.2 to 0.3 metres in the next 20

years, and there are 125,600 buildings and NZ$38 billion of replacement costs within 0-1 metre of sea level rise. “With these sea level rises come increasing risks from storms and coastal inundation, as well as the increased risks of ever higher water tables and sunny-day flooding,” he said. It is critical that adaptation actions are implemented sooner rather than later – moving properties away from coastal areas, and resolving not to build new properties in such areas in the first place, is but a small drop in the rising sea of changes that need to be considered.

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Ensuring travel insurance remains care-free Sung Feng Wu, Vice-President of Travel & Ticketing with SafeCharge, explains the benefits of automated identity verification, and how it could streamline the insurance experience Expanding an industry online has become normal and has given business benefits to many. The travel industry in particular has become more accessible for consumers and far more efficient for businesses. This also means that other industries connected to travel – like travel insurance and insurance in general – have become a digital business. But despite the plethora of benefits that the digital landscape has brought to the industry, it can often be a double-edged sword. With increased reach, accessibility and customer base, also comes a rise in digital fraud. With digital fraud, insurers are fighting a two-headed beast; making sure that they do not fall prey to potential scammers but also ensuring that they remain compliant to regulations such as eKYC, GDPR and AML. Although general insurers and insurance brokers are not subject to specific AML rules and the Money Laundering Regulations, they still need systems and controls to prevent financial crime. However, while staying secure, they also need to make sure they maintain a frictionless user experience for their customers. Lengthy identification forms can drive away customers which ultimately pose a threat to insurers’ bottom lines. These often-conflicting criteria mean operators have to juggle multiple priorities and stakeholders. Building the right verification infrastructure is therefore key to implementing a smooth travel experience that doesn’t forfeit customer security or sidestep compliance requirements. Insurers need to unify these competing needs by automating their identity verification processes.

Reducing costs and driving growth Automating the verification process and validating customers’ identities in real time means insurers not only reduce their costs by eliminating their manual workload, but also minimise the risk of making manual errors. Without automation, the whole experience can be frustrating for travellers, who often buy their travel insurance at the last minute and will simply go to the next provider that will give them what they need quicker. By automating the KYC process, insurers can reassign their resources to other revenue-generating functions of the business that require human expertise, ultimately helping them to identify new business opportunities and drive growth. Furthermore, traditional KYC providers can generate false positives and lack access to crucial databases, which can be mitigated by automating the use of multiple verification suppliers.

Despite the plethora of benefits that the digital landscape has brought to the industry, it can often be a doubleedged sword Remaining compliant In the wake of GDPR and PSD2, automation can also help insurers adapt quickly to the latest regulations. GDPR, for example, requires institutions to provide a certain degree of assurance over personal information. With the insurance industry needing to know without a shadow of a doubt the identity of the person they are insuring to ensure they are not being subjected to fraud, automation can streamline and simultaneously crosscheck multiple complex qualification requirements. No longer will customers and insurers need to repeat the timeconsuming verification process for each

transaction – rather, travellers benefit from a set of solid authentication credentials that can be used for future transactions, while insurers gain a compliant, 360-degree view of their customer. Building customer loyalty Automation also ensures that the verification process is fast, effortless, and conducted in record time. This means travellers experience a smooth and seemingly easy onboarding and verification experience, leaving them to form positive associations of the operator

With digital fraud, insurers are fighting a two-headed beast and making them more likely to use their business when they travel again. This helps insurers maximise their sales conversion, reduce drop-off rates, and encourage customer loyalty. By facilitating a painless verification process, automation also leaves room for customer acquisition

through positive word-of-mouth. The rise in fraud for insurers The troubling issue for insurers is that, unfortunately, scammers are becoming more prevalent, and it is not just holidaymakers trying to make some extra money with a fake claim, but more professional fraudsters that look for new and nefarious ways to con an insurer. Therefore, in order to verify a customer’s identity, insurers need personal information from their customers – however, customers also want to feel secure that they are choosing the right provider and are not being conned into divulging too much personal information. In an online world, focusing on travellers’ digital identities may be the solution – by using an automated verification solution that incorporates multi-vendor checks to capture and analyse customers’ information in real time, insurers can generate a unique online footprint for each customer that is difficult to replicate or steal. With more operators understanding the importance of the customer experience, the identity verification process is now a key priority. For insurers looking to generate real business value from their verification technology, an automated solution is the answer. ■

Sung Feng has over 15 years of experience in the travel, hospitality and payments industry. He worked as Head of Travel and Hospitality at several payment service provider companies, gaining specific insights on the collaboration of travel and payments. His global thinking and problem solution skills got stronger while working in Asia, Europe and in the US. His expertise is based on payment solution for global cooperation to increase revenue.

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A new culture in travel?

Non-euro holiday trends for 2019

In this brave new world of algorithmic behavioural analysis, fragmenting demographics, personalisation and hyperindividualist consumer trends, pinpointing exactly what the travelling public wants is the holy grail for any service provider. A new study from travel, media and entertainment startup Culture Trip offers some interesting insights into the changing mindsets of contemporary travellers, suggesting that their decisions are being driven by a new ‘culture economy’ influenced by cultural curiosity and social backgrounds. “The current socio and geo-political environment is pushing people to engage with culture, and with the meaning of culture, in new and deeper ways,” said Dr Kris Naudts, Founder and CEO of Culture Trip. “This study came about from an ambition to better understand the world of modern experiences and travel from our unique perspective of cultural exploration. Culture Trip is an exchange of culture, creativity and places, both digitally and out in the world. This study establishes just how fundamental culture is to the way we tell stories about ourselves and our journeys, wherever we are or go.” The study, which involved in-depth interviews with 150 consumers in the UK and the US – as well as a survey involving over 10,000 respondents – suggests that the modern travelling public can be broadly broken down into four different types of traveller. ‘Culturally Aware’ travellers are primarily motivated by the pursuit of pleasure – the study suggests that this group ‘seeks familiarity, and while they enjoy cultural contrast, they do it from a dispassionate distance’. The ‘Culturally Curious’, meanwhile, thirst for new experiences that break their established routines – this type of traveller is the sort to have an extensive bucket list – while the ‘Culturally Immersive’ sees travel as an

A new report published by British global travel company Thomas Cook Group has revealed the top five destinations for UK citizens this summer, and the findings have highlighted an interesting shift in preferences, with 48 per cent opting to travel to non-European destinations – up 10 per cent from the same time last year. It seems that the pervasive uncertainty of Brexit is the driving force behind this partiality to non-EU destinations, which sees Turkey jump up to take the second spot on the top-five list (it ranked number three in 2018), with flight-only bookings to the country seeing a 27-per-cent uptick. The top spot goes to Spain, Canaries and Balearics, which are grouped together as one. The report identifies the weakness of the pound against the euro as the ‘most likely cause for holidaymakers’ willingness to venture further afield’. And the report also finds that nearly half of package

opportunity for personal growth, exploring new places and seeking out new cultural experiences that can then be converted into social cache. Finally, the ‘Culturally Fluid’ are the most at ease with new cultures, feeling comfortable wherever they happen to end up, making new connections easily and ‘adopting a hybrid cultural identity’.

The modern, very online demographic can spot insincerity a mile away Interesting stuff, no doubt. But what benefits can the travel industry draw from this analysis? Culture Trip suggests that the results of the study can be used to build new strategies to attract millennial and Gen-Z travellers, providing experiences that combine cultural richness, immersion and tangibility with new sights and sounds – perhaps of the previously undiscovered variety. These experiences need to be authentic – ironically, perhaps, in this age where everything is filtered through Instagram filters and hashtags, ‘authenticity’ is a valuable currency – and shareable. They must also simultaneously offer something different to the everyday grind, while also being within grasp. “The industry has a huge opportunity ahead,” said Natalie Malevsky, Culture Trip’s Vice-President of Product Marketing. “By appealing to our desire to explore our own cultural identity, every interaction with a diverse and wondrous world is a chance to create meaningful memories.” Travel service providers should beware, though – the modern, very online demographic can spot insincerity a mile away, so any attempt to cater to them must in itself appear as authentic as possible. A transparently cynical approach will bear little fruit.

EU adopts a sustainable tourism approach Some good news coming your way from the travel sphere, as a number of EU cities have banded together to tackle climate change by implementing sustainable tourism Tourism, as many of us well know, has a significant impact on the environment – sure, it’s the third largest economic sector in the EU, but transport, infrastructure, waste and water and energy consumption (all products of tourism) require efficient management and a sustainable approach in order to reduce their negative effects on the environment. As such, ITIJ is pleased to report that around 26 cities in Europe, including Bruges in Belgium, Copenhagen in Denmark, Krakow in Poland and Lanzarote in Spain, have all signed a charter of commitments that reflects the intention of local and regional authorities to reduce waste generation and transition towards a circular economy. The Charter of Commitment was signed during the final conference of the Urban Waste Project that recently took place in Brussels. A representative of the city of Bruges, Mercedes Van Volcem, noted: “We have a lot to do to make our city not only beautiful, but also clean.” Indeed, the Charter also emphasises the importance of ‘the attractiveness of territories’ and encourages the creation of ‘new green jobs and services locally’, citing gender considerations to be

of the utmost importance when making socio-economic and sustainable changes. Susan Buckingham, Gender Auditor of the project, highlighted a direct correlation between those pilot cities who were the most gender equal and gender sensitive and having the greatest gross CO2 reductions. Francoise Bonnet, Secretary General of

Cities and regions in Europe are full of good practices, some of them considered even best practices while being replicable solutions and ideas the Association of Cities and Regions for sustainable Resource management (ACR+), the main organisation behind the project, said: “Cities and regions in Europe are full of good practices, some of them considered even best practices while being replicable solutions and ideas. These practices, solutions and ideas must go beyond the limits and borders of where they were created.”

holidays this summer are to non-EU countries. The report notes that, with the cost of travel, accommodation, food and drink locked in, holidaymakers are ‘less vulnerable to the unsteady British Pound’. Will Waggott, Chief of Tour Operating for Thomas Cook, said: “Britain may be living through unique times from a political perspective; however, our desire to holiday abroad is clear. Thomas Cook’s 2019 Holiday Report reveals that the political turmoil is having an impact in other ways, revealing itself in a clear shift to non-EU countries and a growth in all-inclusive.” On another note, the report reveals that Tunisia has jumped up to Thomas Cook’s seventh most popular destination from its 10th-place position last year – potentially suggesting that it has returned to favour following the attacks in Sousse in 2014. Meanwhile, Greece, the US and Cyprus came third, fourth and fifth respectively.

Airlines still failing on climate duties After contacting 28 of the world’s biggest airlines, UK news broadcaster the BBC recently reported that less than half offer carbon offsetting. These damning findings come after many airlines were slammed earlier this year for having insufficient CO2 emission goals Carbon offsetting is a scheme that allows passengers to balance out their carbon footprint by paying extra money towards environmental projects – as an example, the BBC noted that offsetting on a flight from London, UK to Malaga, Spain would cost around £4. The aviation sector is aiming to halve its carbon footprint by 2050, and as such it is now obligational for all international carriers to annually report their CO2 emissions. However, less than half of the airlines approached offered a carbon offset scheme, and the vast majority declined to provide data on the number of passengers offsetting their flights during a one-year period, citing their figures as too low to report. “We know that many airlines are looking at ways to reduce the environmental impact of their flights – so what can they do in the interim to help their passengers reduce their personal travel

carbon footprint?” asked ClimateCare’s Edward Hanrahan. “If flying, it is essential that either the airline or the customer takes responsibility for the emissions from these flights. Some airlines such as Virgin Atlantic and Air New Zealand provide their passengers with easyto-use carbon offset calculators. For maximum effectiveness, these should be well-signed and effectively promoted to passengers. It should also be made as simple as possible for passengers to offset, for example within the booking path and when checking-in online.” Hanrahan added that airlines need to ensure they are working with a reputable partner with a strong delivery track record to ensure that they are providing and sufficiently promoting offsetting options. With the UK and Ireland recently being the first and second countries respectively to declare a national ‘climate emergency’, it’s a sad revelation to learn that the aviation industry, which currently accounts for two per cent of global human-induced greenhouse gas emissions, is not making more of an effort to tackle its carbon footprint. Let’s hope that the publication of these figures encourages the sector to not only up the ante in acting fast to reduce the impact of global warming, but to lead by example for the many people that rely on the service.

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ITIC REVIEW

SOUTHAMPTON WELCOME RECEPTION Sponsored by

n the evening prior to the conference, welcome drinks were enjoyed by attendees at the Harbour Hotel’s HarBar; a convivial event sponsored by New Frontier Group. Conversation was flowing, as was the bubbly, and delegates were afforded an opportunity to mingle and bed in. It was a bright and early start to the conference on Thursday when, following registration and welcome coffees, it was time to broach everyone’s favourite topic, Brexit, in a session entitled ‘Brexit Impact Assessment’. Matt Francis, Director, KPMG; Alisa Dolgova, Manager, Brexit, Association of British Insurers; and Nel Mooy, Head of Travel, AXA Insurance took to the stage to discuss what the uncertainty surrounding Brexit means for insurers and how they have been preparing. Matt discussed the options available following the Brexit extension, covered the implications of deal versus no deal (which he explained are virtually the same), highlighted options available to insurers and described the ‘patchwork quilt’ of different approaches countries are taking. Alisa discussed what insurers have been doing to prepare for a no-deal event and leaving the single market, and also explored what the future UK/EU relationship might look like. She said that insurers have been taking steps to ready themselves for Brexit and that UK insurers

are, on the whole, quite prepared. Looking on the bright side, she said that there are some opportunities associated with Brexit, such as building on new emerging areas

own customer base and pays more attention to where its customers are travelling. After a networking coffee break, it was time to regroup for the next session: ‘Cruises: Opportunities and Challenges’. The expert panellists were Nigel Lingard, a cruise and travel industry management consultant; Kate Huet, Managing Director of International Travel and Healthcare Limited; and Dr Lynn Gordon, Chief Medical Officer, MBBCh, CEGA. Nigel opened by saying that despite its reputation as a ‘sexy and newsworthy business’ the cruise industry is actually limited: “It’s a surprisingly small industry with a long way to go,” he said. He also explained that the industry has failed to make significant inroads on family markets. “There are too many wheelchairs on cruise ships for younger

there are some opportunities associated with Brexit, such as building on new emerging areas such as fintech and deepening existing relationships such as fintech and deepening existing relationships. Planning for Brexit was very much the cornerstone of the session, with Nel offering a travel insurer’s perspective on this. She discussed the importance, should a no-deal Brexit occur, of ensuring the customer continues to be covered in an uncertain world, and also discussed the expected impact, with AXA believing that the cost of premiums will increase. The following Q&A session focused on the lack of choice surrounding increasing costs in the market and the fact that, generally speaking, concerns around competition are minimal, as everybody is in the same position. “There is no choice as an industry,” said Carl Carter of Voyager. “The costs are not of the magnitude that can be absorbed.” Alisa said that it is important that each insurer looks at its

it is important that each insurer looks at its own customer base and pays more attention to where their customers are travelling to people to want to join in,” he stated. Kate spoke about the market’s ‘younger fraternity’ who are ‘prone to do some slightly bizarre things, especially when alcohol is involved’. She discussed what occurs

on cruise ships should an outbreak take place, such as an occurrence of norovirus, in the event of which, infected passengers are required to go to their cabin until they are virus-free. She also covered the repercussions of missed ports, power cuts, and natural disasters, as well as dangers such as slips, trips and falls, which she said tend to lead to some of the largest claims. Dr Gordon, who has occupied her role at CEGA for four years and previously worked as a senior ship’s doctor for 20 years, discussed the challenges that assistance companies face when they need to open a case for a client onboard a cruise ship, including, for example, challenges with: communication, being notified on time and obtaining consent. Questions at the end of the session centred on medical expenses and improvements that can be made, such as the age-old wish for all passengers to have insurance, and a culture in which people are more honest about their conditions. Dr Gordon said that one problem is a basic lack of understanding; ignorance that just because they are getting on a ship in Southampton, for example, passengers may think they are in safer hands. “The perception tends to be that because I’m not flying anywhere I am fine to go – I wouldn’t dream of flying uninsured but will go on a cruise,” she said.

SPEAKERS

Alisa Dolgova

Nel Mooy

Matt Francis

Head of Travel

Director

AXA Insurance

KPMG

Association of British Insurers (ABI)

Nigel Lingard

Kate Huet

Dr Lynn Gordon

Cruise and Travel Industry Management Consultant

Managing Director

Chief Medical Officer, MBBCh

International Travel and Health Ltd.

Manager, Brexit

CEGA

ITIC REVIEW

SOUTHAMPTON The inaugural ITIC Innovation Hub took place at ITIC UK this year, providing the opportunity to hear from some of the brightest minds in the insurtech sector and learn of exciting industry innovations and developments. In part one of the Hub, Manjit Rana, MD Corporate Innovation (Insurtech), Rainmaking Innovation Ltd and Mark Seddon, CEO, Pact Global took to the stage. Manjit discussed how available technology is changing consumer expectations. He used the example of having forgotten to bring with him to the conference headphones required for a conference call. No headphones, no problem–he simply ordered a pair from Amazon which arrived the next morning. “This is changing the way we think as consumers and businesses,” he said.

Mark discussed artificial intelligence and elements that are at the centre of it, including machine learning and neural networking.

Users can quickly and easily receive a health assessment that can lead to a video consultation and advice. “We’re empowering patients to take healthcare into their own hands,” he said. Next, Ashley Abdelmoula, MD – UK Insurance Operations, Setoo introduced the startup, which is working to transform

available technology is changing consumer expectations In part two of the ITIC Innovation Hub, Domen Gluharm, Associate Director of Business Development, Babylon Health gave an interesting demonstration of how Babylon can digitally solve more than 80 per cent of medical cases remotely from the UK and the impact this can have on travel insurance business. In the demonstration, we saw him use the Babylon app on his phone in real time to respond to questions about his health.

the startup is working to transform cumbersome and complex insurance processes and operations into simple micro products cumbersome and complex insurance processes and operations into simple micro products that address specific needs.

SPEAKERS

Manjit Rana

Mark Seddon

Domen Gluhar

Ashley Abdelmoula

MD Corporate Innovation (InsurTech)

CEO

Associate Director Business Development

MD - UK Insurance Operations

Rainmaking Innovation Ltd

Pact Global

Babylon Health

Setoo

NETWORKING AT ITIC UK Throughout the conference, there was a plethora of networking opportunities, with regular coffee breaks and a networking lunch. During these times, there was also the chance to meet the conference’s exhibitors, Aquarium Software and Mears Repatriation, who were ready and waiting to meet attendees and introduce them to their services, and Capital Air Ambulance, who also brought along two state-of-the-art

ground ambulances to give attendees a first-hand experience of the type of medical care these vehicles can help provide. The Farewell Dinner that concluded the conference offered a final opportunity for attendees to gather for dinner, drinks and entertainment and round off a productive conference in style. It was a fun-filled night of laughter, singing and surprises, with good food and even better company.

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ITIC REVIEW

ITIC UK 2019 FAREWELL DINNER

ON THE MOVE

Changes at Allianz

Kate Walker

Rifka Chaouki

Allianz Partners has announced that Rifka Chaouki is to head up Allianz Care’s international health products and services in Singapore, working closely with local partner Allianz Global Corporate Specialty. Rifka brings nine years’ experience working in the IPMI sector. She holds a number of certifications from Singapore College of Insurance, including in health insurance, personal general insurance, life insurance and investment linked policies, as well as a Masters’ degree in Human and Social Sciences from Paris V University. She will lead the sales team in Singapore and be closely involved in the development of Allianz Care’s offering for globally mobile employees in the region. Additionally, she will be responsible for managing existing broker relationships and extending the intermediary network. Alexis Obligi, Chief Sales and Development Officer for International Health at Allianz Partners, commented: “It is a pleasure to welcome Rifka Chaouki to the team. Singapore is such an exciting market for us at the moment, and it is great to see someone with such extensive experience and knowledge of the region join us to help it grow. I wish Rifka the best of luck in the role and look forward to working together.” In the UK, meanwhile, Allianz Partners UK has appointed Kate Walker as Head of Direct Business, a role newly

CEGA expands medical team created as the company renews its focus on offering insurance and assistance solutions to consumers under the Allianz Assistance brand. Kate has previously managed Allianz Partners UK’s strategic marketing and innovation team, where she was responsible for enhancing existing B2B2C offerings, white labelled in the name of Allianz’s clients. Prior to working for Allianz, her roles included Global Propositions Design Lead at Bupa Global, as well as various marketing positions at Bupa International, RSA Insurance Group and Norwich Union (now Aviva). “This is a really exciting time to be building a bigger presence for Allianz Assistance in the UK,” said Kate, “with our journey starting with the relaunch of our travel insurance offering. We have overhauled our single trip and annual travel and assistance cover along with the digital purchase and claims journey to reflect the needs of modern travellers.” Tim Tozer, CEO of Allianz Partners UK, commented: “Kate’s appointment reflects our commitment to meeting the changing expectations of leisure travellers. Kate’s experience in the insurance industry and understanding of our business approach make her the perfect person to drive forward the direct business team and shape the success of our consumer offering.”

New Non-Executive Chairman for Talbot Group American International Group, Inc. (AIG) recently announced that Talbot Group, the Lloyd’s of London insurance and reinsurance specialist that it acquired through the purchase of Validus Holdings in July 2018, has appointed David Batchelor as Non-Executive Chairman, replacing Rupert Atkin. The appointment will take effect following regulatory and Lloyd’s approval. “On behalf of Talbot, I am delighted to welcome David as non-Executive Chairman,” said Chris Townsend, President and CEO of AIG International General Insurance. “His significant expertise in the London and international markets will greatly benefit AIG and Talbot as we enhance the value

proposition for our clients and broker partners. I’d like to thank Rupert for his contribution to Talbot and for enabling a smooth transition post- acquisition.” David retired from Marsh earlier this year, after serving for nearly two decades, most recently as Vice-Chairman. He is an associate of the Chartered Insurance Institute and a mentor for the Cherie Blair Foundation for Women. One of Talbot’s founders, Rupert will step down after 28 years, having been the active underwriter of syndicate 1183 from 1991 until 2007. Following Validus’ acquisition of Talbot in 2007, he became CEO, a role he held for nine years before becoming Chairman.

UK-based assistance, claims and travel risk management provider CEGA has added two new doctors to its in-house medical team, as part of efforts to enhance its global provision for travel and international health insurers. Dr Fiona Gillespie and Dr Chris Busuttil, emergency medicine consultants at Royal Sussex County Hospital and Queen Alexandra Hospital Portsmouth respectively, will join CEGA’s in-house team of medics. The company’s new Spanish office also recently saw Dr Carlos Fuentes Nieto join. Dr Gillespie and Dr Busuttil, in joining CEGA’s team of doctors and nurses, will help to provide medical assistance and repatriation services to individuals around the world on behalf of travel and international health insurers. They will also work closely with inhouse cost containment and claims teams to validate medical bills from overseas hospitals. “Extending our multi-skilled medical team reinforces our ability to support a growing number of global clients and their customers with the excellent service they expect,” said CEGA’s Chief Medical Officer Dr Lynn Gordon. “We ensure that all our doctors have experience of emergency or remote

medicine and that many currently work in a National Health Service environment – demonstrating our commitment to provide the very best care to those in need, wherever they are in the world.” CEGA has also announced that two members of its Special Investigations Unit have gained Level 3 Professional Investigator accreditations, strengthening the company’s claims validation capabilities. Callum Bates and Martin Weekes are the latest staff to gain the accreditation. CEGA Special Investigations works on behalf of household, personal accident, travel and private health insurers, and is available as a standalone claim validation service. “Putting training and professional accreditations high on our company-wide developmental agenda means that our specialist fraud and front-end claims staff alike are fully able to support our insurer clients in the fight against fraud,” said Simon Cook, CEGA’s Head of Technical Claims. “The result is that we make significant contributions to the ABI’s annual travel insurance fraud savings, protect insurers’ bottom lines and treat all customers fairly.”

Cover Genius appoints Head of Retail Global insurance distribution platform Cover Genius, originally founded in Australia, has announced an expansion of its leadership team with the appointment of Richard Hankin as its new Head of Retail. The insurtech company is aiming to move into the e-commerce space, and the appointment is part of its ongoing strategy to this end. In his new role, Richard will oversee Cover Genius’ new and existing retail partnerships across the Asia Pacific; the company praised his ‘wealth of industry

knowledge’ and the ‘opportunities for strategic partnerships’ that he brings. “I am thrilled to join Cover Genius and help provide Australia’s biggest e-commerce companies with customer-centric solutions that bring genuine utility to their customers,” said Richard. “Insurtech partnerships present a unique opportunity for retailers, particularly those looking to increase customer engagement within their ecosystems and to integrate new technologies that unearth new revenue opportunities.”

New CEO at esure

David McMillan

David McMillan has left QBE and will now take on the role of CEO at esure Group plc. He will take on the role in August. David has been with QBE since September 2017, working out of the (re)insurer’s London office. Before that, he worked at Aviva plc, where he served variously as CEO for Europe and India, Chairman of Lobal Health Insurance, CEO of UK General

Insurance and Group Transformation Officer. “I am delighted that David McMillan has agreed to lead esure,” said esure’s Chairman, Sir Peter Wood. “David has a strong track record of delivering digital transformation across the insurance market. Under his leadership, I am confident the business will deliver on its strategic ambitions.”

SERVICE DIRECTORY

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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:

Flying Doctors Asia Prithpal Singh – CEO , Director A’Posh Bizhub, 1 Yishun Industrial St 1, #08-03, SINGAPORE, 768160

Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA +254 20 6000 090 +254 20 344 170

tel: fax:

email: website:

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

email: website:

Medical Rescue Dr Glenn McKay – Managing Director

Dr Jean-Philippe MATTEI – Medical Director

Medical Rescue Group PO Box 642, Varsity Lakes, Level 2, 235 Varsity Parade, Varsity Lakes 4227, AUSTRALIA tel: +61 7 556 25 800 opt. 1 email: operations@medicalrescue.com.au website: www.medicalrescue.com.au

Dar El Bacha - Tizougarine 5, 40000 Marrakech Medina, MOROCCO +212 5 24 38 13 88 +212 524 428 436

tel: fax:

+86 2163 558289 +86 2163 558285

tel: fax:

Medic’Air International

email: website:

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

AirMed Australia

Medical Wings Dr.Sura Jaidwatee, M.D. – Medical Flight Manager

Matthew Kline & Mark Wardrop – Executive Directors

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

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

Medresponse Ambulance Services

Alia MedFlight

James Bautista – Business Development Manager

Scott Everson – Vice President

Unit 26-A Rufino Pacific Tower, 6784 Ayala Ave., Makati, Metro Manila, PHILIPPINES tel: +63 921 225 7470 email: ops@medresponse.ph 24/7 tel: +63 917 185 9911 website: www.medresponse.ph

9382 E Bahia Drive, Suite B202, Scottsdale, AZ 85260, USA tel: fax:

602-800-7070 855-831-5092

email: website:

ops@aliamedflight.com www.aliamedflight.com

(EUROPE)

(ASIA-PACIFIC)

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

email: website:

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

Asia Air Ambulance Mr. Toranit Sripal – Managing 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

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

CareJet

Paul Tiba – Managing Director

Anthony Decoste – President & CEO

Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

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

24Hr tel: fax:

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

email: website:

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

Capital Air Ambulance

EDS AVIATION PTE LTD Shik – Managing Director

Lisa Humphries – Sales Director

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

Airport House, Exeter International Airport, EX5 2BD, UK

+65 9836 3265 +65 6846 9542

tel: fax:

email: website:

tel: fax:

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

+44 845 055 2828 +44 1392 350 039

email: website:

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

CEGA Group

EMA Global Pte Ltd Dexter Tan – Business Development Director

Mr Nick Simon – Business Development Manager

1 Farrer Park Station Road, #15-18, Farrer Park Medical Centre, SINGAPORE 217562

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

tel:

+65 6570 2552 +65 6244 0030

email: website:

tel: fax:

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

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

email: website:

privaterepats@cegagroup.com cegagroup.com

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

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY +49 211 301 805-0 +49 211 301 805-21

tel: fax:

moc@drkassistance.com www.drkassistance.com

email: website:

European Air Ambulance Patrick Schomaker – Director Sales & Marketing Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG +352 26 26 00 +352 26 26 01

24hr tel: fax:

email: website:

AC Global Air Ambulance AC

Milan Floribus – Vice President

GLOBAL

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

Andreas Speich – Managing Director

AIR AMBULANCE (NORTH AMERICA)

DRK Assistance

AMBULAN

+1 858 437 5131 +1 858 408 7856

tel: fax:

email: website:

acglobalmedicaltransports@gmail.com acglobalmedicaltransports.com

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

toll free: fax:

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

email: website:

awilliams@aeromedevac.com www.aeromedevac.com

AirEvac International

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

Raul Mendoza – President / CEO

Flughafenstasse. 124; 90411 Nuremberg; GERMANY

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

+49 911 36009 31 +49 911 36009 59

tel: fax:

+1 619 754-6755 +1 619 330 4551

tel: fax:

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

email: website:

info@aeiamericas.com www.aeiamericas.com

Alia MedFlight

Jet Executive International Charter Irena Dimitrijevic – Marketing & Sales

Scott Everson – Vice President

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

9382 E Bahia Drive, Suite B202, Scottsdale, AZ 85260, USA 602-800-7070 855-831-5092

tel: fax:

email: website:

ops@aliamedflight.com www.aliamedflight.com

CEGA Group

JOIN JET Carsten Vistisen – General Manager

Mr Nick Simon – Business Development Manager

Cumulusvej 10, 7190 Billund, DENMARK

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

+45 701 040 90 +45 701 040 90

24hr tel: fax:

email: website:

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

tel: fax:

ems@joinjet.com www.joinjet.com

email: website:

privaterepats@cegagroup.com cegagroup.com

Global Jetcare, Inc.

Malteser Service Center Johannes Hoischen – International Network and Repatriation

Bart Gray – President

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

15421 Technology Dr. Brooksville, FL 34604, USA

+49 221 98 22 9333 +49 40 694597 61339

tel: fax:

email: website:

tel: fax:

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

bart@globaljetcare.com www.globaljetcare.com

Hangar 1, 10 & 14 La Isabela Airport, Santo Domingo, DOMINICAN REPUBLIC tel: +18293457219 email: k.vinas@helidosa.com website: www.helidosa.com

35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE +33 141 72 1414 +33 148 57 1010

email: website:

Karla Vinas – Air Ambulance account Executive

Dr Herve Raffin – General Manager

tel: fax:

+1 352 799 7771 +1 352 799 7776

Helidosa Aviation Group

Medic’Air International

email: website:

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

JET ICU

North Flying a/s Jesper Kragelund – Sales Manager

Mike Honeycutt – President

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

2561 Rescue Way, Brooksville, FL 34604, USA tel: fax:

+1 352 796 2540 +1 352 796 2549

email: website:

ops@jeticu.com www.jeticu.com

Jet-Rescue Air Ambulance

Quick Air Jet Charter GmbH Philipp Schneider – Account Manager

Carlos Salinas – CEO

Hangar 3, Cologne Airport, 51147 Cologne, GERMANY

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

tel: fax:

+49 2203 955 700 +49 2203 955 7020

email: website:

tel:

ops@quickair.de www.quickair.de

email: website:

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

Skyservice Air Ambulance

Tyrol Air Ambulance

David Ewing – Executive Vice-President, Global Markets

Manfred Helldoppler – Managing Director

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

Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA tel: fax:

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

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

Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND +41 44 654 33 11 +41 44 654 33 22

email: website:

Diana Iaquinto – Director Sales & Medical Ops

Stefan Becker – Head of Corporate Development

tel: fax:

+1 786 619 1268

Latitude Air Ambulance

Swiss Air-Rescue (Rega)

+43 512 22422 100 +43 512 288 888

email: website:

taa@taa.at www.taa.at

S. AMERICA

AIR AMBULANCE (EUROPE)

SERVICE DIRECTORY

To have your company listed in our service directory contact the sales department now: sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1) 53

Brasil Vida João Paulo Silva – Air Ambulance Account Executive Av. Santos Dumont, Hangares Norte, Hangar Brasil Vida - Setor Santa Genoveva 74.672-420 Goiânia - Go BRAZIL 24/7 tel: +55 62 3207 5566 email: fretamento@brasilvida.com.br 24/7 mob: +55 62 9997 15370 website: www.brasilvida.com.br

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:

+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 - www.globalmedicallassistance.com

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: email:

marketing@globalmedicallassistance.com ops@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

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 Eurocross Turkey

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

Global Assistance 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

AP Companies Natalya Butakova – Business Development Manager

Oxana Razorenova – General Manager

17 Varshavskoye Shosse, Moscow 117105, RUSSIA

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

tel: fax:

+7 495 989 1120 +7 495 989 1130

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

email: website:

tel: fax:

+38 048 7373 441 +38 048 7373 442

Global Voyager Assistance - Russia

Argos Assistance Srl Marco Rinalducci – Claims & Administration Director

Costas Danilenko – CEO

Via Torino, 2 20123 Milano, ITALY / FRANCE

PO Box II, 125124 Moscow, RUSSIA

tel: fax:

gmbs@gvassistance.com www.gvassistance.com

email: website:

+39 027 254 6325 +39 069 933 5053

operations@argosassistance.com www.argosassistance.com

email: website:

tel: fax:

Athens Assistance

+7 495 775 0999 +7 495 775 0998

email: website:

cdanilenko@gvassistance.com www.gvassistance.com

IFRA Assistance GmbH – Austria

Dr. Dimitris Koliniatis – CEO

Mr. Christian Steindl M.D. – CEO

Bouboulinas 20, TK 185 35, Piraeus, Athens, GREECE

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

tel: fax:

+30 210 4296 631 +30 210 4296 661

operations@athensassistance.gr www.athensassistance.gr

email: website:

tel: fax:

AU International Service / ASSIST UKRAINE

office@ifra.at www.ifra.at

Denise Groom – Head of Commercial Sussex House, Perrymount Road, Haywards heath, West Sussex, RH16 1DN, UK email: enquiries@intana-global.com website: www.intana-global.com

Str. Sholudenko 3, 04116 Kiev, UKRAINE +38044 251 28 11

email: website:

Intana Global

Andrey ZIMIN – Director

tel:

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

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

email: website:

BMC HEALTH SOLUTIONS 24hr Medical Assistance

Interamerican Assistance S.A.

Antonio Magliocca – Medical Director

Inez Tissink – Coordinator International Activities

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

Syngrou Avenue 350,17680 Kallithea, Athens, GREECE

24hr tel: fax:

+39 0823 966 694 +39 0823 966 694

info@assistenzamedicah24.it www.medicalassistanceh24.com

email: website:

tel: fax:

Capital Air Ambulance

tissinki@interamerican.gr www.interamerican.gr

Malteser Service Center Johannes Hoischen – International Network and Repatriation

Airport House, Exeter International Airport, EX5 2BD, UK

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

+44 845 055 2828 +44 1392 350 039

email: website:

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

tel: fax:

CNAS

+49 221 98 22 9333 +49 40 694597 61339

email: website:

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

Marm Assistance Carole Luisy – Managing Director

Hamdi Inan – CEO

80 rue des alliés, 38100, Grenoble, FRANCE

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

tel: fax:

+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:

Lisa Humphries – Sales Director

tel: fax:

German Air Rescue – Claim-Variante rot / schwarz

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

+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

SERVICE DIRECTORY

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

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

tel: fax:

email: website:

info@semesur.com www.semesur.com

ASSISTANCE COMPANIES (NORTH AMERICA)

ASSISTANCE COMPANIES

(EUROPE)

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

Tangiers International

Active Care Management Paul Schlosser – Client Relationship Manager 3430 Wheelton Drive, Windsor, Ontario, N8W 5A7, CANADA tel: fax:

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

+1 715 295 9105

email: website:

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

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

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

email: website:

info@tangiersinternational.com www.tangiersinternational.com

TBS Team 24 d.o.o

AXA Partners US

Edvard Hojnik – General Manger

Simon Jackson – Chief Commercial Officer

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

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

+386 2616 5819 +386 2618 5800

tel: fax:

email: website:

tel:

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

+1 312 935 1771

email: website:

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

CanAssistance

Tyrol Air Ambulance

Fabienne Lavoie – Director, International Operations and Claims

Manfred Helldoppler – Managing Director

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

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

tel: fax:

(MIDDLE EAST)

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

email: website:

AIG Travel

Jane Hegeler – Managing Director

tel: fax:

+519 945 8256 ext.1111 +519 251 5165

email: website:

taa@taa.at www.taa.at

GORAL ASSISTANCE CANADA INC.

CONNEX Assistance JLT Lara Helmi – International Network Director

David Ohayon – Local Manager

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

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

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

info@goralassist.ca www.goralassist.com

Ignacio C. Marquez – COO

Marcos Morgan – Founder & CEO

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

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

email: website:

MD ABROAD

Eagle Assistance International Ossama Trambley – Chairman

+1 514 448 1343 +1 514 448 1835

tel: fax:

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

tel: email: website:

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

email: website:

operations@mdabroad.com www.mdabroad.com

SunMed International, LLC

Fakeeh International Dr. Fatih Mehmet GUL – Executive Director

Dra. Kinyi Haber – Medical Director. VP International Operation

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

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

+1 786 888 6792 +1 786 551 0763

email: website:

khaber@sunmedint.net www.sunmedint.net

TMCA Group Corp

GORAL ASSISTANCE LTD Marcel Kadoche – International Network and Development Manager

Crystal Wharton – President

Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

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

tel: fax:

+972 9 9579930 +972 9 9579931

email: website:

tel: fax:

info@goralassist.com www.goralassist.com

+1 646 398 9021 +1 646 398 9025

email: website:

Crystal@tmcatravel.com www.tmcatravel.com

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

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

email: website:

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

operation@iranassistance.com www.iranassistance.com

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

+971 55 314 5045 +971 52 758 1032

email: website:

sales@itij.com

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

SWAN INTERNATIONAL ASSISTANCE – MUTUAL CARE

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

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

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

email: website:

request@swanassistance.com www.swanassistance.com

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:

+1 613 703 9861 +1 819 200 0281

email: website:

info@penfieldcare.com www.penfieldcare.com

SERVICE DIRECTORY

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

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

FUNERARIA OFFICIA ROBERTO ZEGA - Worldwide Repatriations Specialist Cristina Zega – Repatriations Manager Via Clelia, 26 / 28 - 00181 Roma, ITALY

Eitan Kariv – CEO 30 Hashaham St. Petach Tikva, ISRAEL tel: fax:

+972 3 639 9990 +972 3 687 2950

replaad@gmail.com www.menuhalaadrepatriation.com

email: website:

Fiona Greenwood – Operations Director 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK

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

tel: fax:

+44 20 8684 2324 +44 20 8684 8000

email: website:

info@rowlandbrothersinternational.com www.rowlandbrothersinternational.com

Singapore Casket Company Ltd

DRK Assistance Andreas Speich – Managing Director

Calvin Tang

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

131 Lavender Street, Singapore, 338737, SINGAPORE

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

tel: fax:

email: website:

tel: fax:

moc@drkassistance.com www.drkassistance.com

+65 6293 4388 +65 6296 5993

email: website:

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

Spain Funeral Services

European Air Ambulance Patrick Schomaker – Director Sales & Marketing

Mourad Messaoud – General Manager

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

calle jesus 25-29200- ANTEQUERA, SPAIN

24hr tel: fax:

+352 26 26 00 +352 26 26 01

email: website:

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

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

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

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

tel: fax:

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

email: website:

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

GroundMed Australia

Flying Home Pte Ltd

Matthew Kline & Mark Wardrop – Executive Directors

Mr Ang Ziqian – 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

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

+34 902 008 407 +34 627 053 979

tel: tel:

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

GROUND TRANSPORT - MEDICAL

CRITICAL CARE PATIENT TRANSPORT

info@zega.it www.zega.it

Menuha Laad Ltd

contact the sales department now:

FUNERAL DIRECTORS

email: website:

Rowland Brothers International Ltd.

To have your company listed in our service directory

+65 6253 0001 +65 6353 5801

email: website:

enquiry@flyinghome.com www.flyinghome.com

Funeral Home AURIGA Ltd.

LifeMed Worldwide

Helena Sulikova – Chief of International Department

24/7 Chauffeured Transportation & Ground Ambulance

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

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

tel: fax:

Funeralia

0039 06 78 40 300 0039 06 78 02 488

tel: fax:

+420 724 257 899 +420 416 732 582

email: website:

tel:

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

+1-305-501-2009

email: website:

ops@lifemedworldwide.com www.lifemedworldwide.com

Medresponse Ambulance Services James Bautista – Business Development Manager

Oleg Antoni Milinski – Funeral Director

Unit 26-A Rufino Pacific Tower, 6784 Ayala Ave., Makati, Metro Manila, PHILIPPINES tel: +63 921 225 7470 email: ops@medresponse.ph 24/7 tel +63 917 185 9911 website: www.medresponse.ph

International funeral services, UKRAINE, POLAND, ITALY tel: fax:

+38 0971 498 785 +48 5131 236 78

email: website:

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

One Call Medical Transport

Funerarium International repatriation and embalming Maurizio Fantozzi – Director

24 Hour Worldwide Ground Transports

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

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

tel: tel:

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

email: website:

segreteria@funerarium.it funerarium.it

tel: fax:

+1 630 444 2100 +1 630 823 2900

email: email:

ops@ocmt.com www.ocmt.com

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

Şirinyali Mahallesi,1487 Sokak, No:4 Antalya, TURKEY +90 549 784 88 60 +90 242 310 80 70

tel: fax:

email: website:

antalya@lifehospital.com.tr www.lifehospital.com.tr

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 – Executive Vice President, Global Markets 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

Doctorcall

TECHNOLOGY

Quironsalud

email: website:

MEDICAL ESCORT ON COMMERCIAL AIRLINES

Fadil Aksu – International Network Supervisor

MEDICAL PROVIDER

Antalya Life Hospitals

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

Zena Carter – 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

5th Floor, Moneda House, 25-27 Wellington Place, Belfast, BT1 6GD, NORTHERN IRELAND tel: 07859 053970 email: zena.carter@firemelon.com website: www.firemelon.com

AMREF Flying Doctors

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

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