ITIJ Issue 210 July 2018

ITIC REVIEW:

Sydney A full roundup of the recent International Travel & Health Insurance Conference in Australia

p.28

FEATURE:

p.38

Word-perfect cover for the US?

SERVICE DIRECTORY

p.43

Adapting policy wording to tackle rising healthcare costs

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS

JULY 2018 • ISSUE 210

Insurers reject government Consumers schooled on airline insolvency proposal claims denial As oft reported by ITIJ, both in print and online, understanding of travel insurance among the travelling public remains frustratingly low

In response to this, comparison site InsureMyTrip has offered some insight into the most common reason that claims are either delayed or denied, in the hope that consumers will take a closer look at the small print of their policies and be mindful of exactly what is and isn’t covered.

According to the industry data analysed by InsureMyTrip, there are six common scenarios in which a claim will be denied. The first is that the reason for cancelling a trip is not covered under the policy. The second is that pre-existing medical conditions are not covered. Failure to meet the definition of being sick or injured under the terms of the policy is also common, as is the claim not meeting the specified timeframe in order to qualify for flight delay compensation.

Missed paperwork, inaccurate information or the wrong claim form being submitted will rarely lead to a satisfactory outcome for a consumer making a claim, and travellers are also advised that failure to seek medical treatment during a trip immediately after falling ill or sustaining injury may also invalidate their claim.

In summary, InsureMyTrip urges travellers to ensure they have all necessary paperwork and documentation well in advance of making a claim, including any medical documents and

The Association of British Insurers (ABI) has rejected proposals from the UK Government for airline insolvency cover to be made a mandatory element of standard travel insurance policies Responding to the findings and suggestions of the Airline Insolvency Review from the Department of Transport, the ABI has said that as travel insurance is already an incredibly competitive and challenging marketplace in which to operate, the addition of an extra compulsory level to standard cover – and all

the complexities and challenges that would come with it – would be ‘an unwelcome disruption’. Customer choice would be more limited as a result, and take-up could also suffer as premiums would need to go up.

The issue, as far as the ABI is concerned, is not the cover that it is available, as much as a lack of awareness among the travelling public of what is already on the market. While it rejects the suggestion of adding airline insolvency cover to standard policies, it does support the Review’s assertion that ATOL protections be extended or replicated across all airlines (rather

than merely those that are part of package holidays). The ABI also supports a wideranging analysis of where there are currently gaps and overlaps in consumer protections.

“While we are fully supportive of measures that improve the level of protection consumers have while travelling abroad, the primary design of travel insurance is to cover the cost of expensive medical treatment,” said Charlie Campbell, the ABI’s Senior Travel Policy Adviser. “Introducing mandatory airline insolvency cover ignores the real issue of lack of awareness of cover already in place, while increasing costs and confusion.”

CONTINUED ON PAGE 6

Editorial comment @ITIJonline Stefan Mohamed - Deputy Editor @itijonline

Editor-in-Chief:

Ian Cameron ian@itij.com

Editor: Greetings loyal readers! We bring you this latest packed issue of the International Travel & Health Insurance Journal fresh off the back of a very successful sojourn Down Under, for the 10th annual ITIC APAC. It was our first trip to Australia – I say ‘our’, I wasn’t allowed to go, someone had to stay at our secret HQ in international waters and put this magazine together – and it was a fantastic event. We have a full write up of the conference in this issue, so if you want to relive the magic or get a taste of what you missed, head to page 28.

But that’s not all, let me tell you. As well as all the latest news making waves in the world of travel insurance and its ancillary industries, we have an oped from Aquarium Software Director Mark Colonnese, who asks how the industry can step up its game when it comes to providing today’s ever-more demanding customers with the service they want. The answer? Spoiler

alert – technology. Indeed, as with seemingly every sector these days, one must either hop on the technological train or get off the tracks. Or you’ll get run over… by data? Anyway, Mark explains it much better than me.

A single feature for you this month but a rich and fascinating topic.

Healthcare costs in the US continue to rise, like the mercury in the global thermometer; how can policy wording be adapted to mitigate this issue? David Kernek brings us a deep dive.

As ever, we’re delighted to hear from our readers, so whatever the issue currently affecting the industry that you’d like to explore – or sound off on, this is a safe space for the perpetually frustrated – please drop us a line at editorial@itij.com. Your insights are always welcome.

We hope you enjoy this issue of ITIJ. See you next month!

Sarah Watson sarah@itij.com

Deputy Editor:

Stefan Mohamed stefan@itij.com

Features Editor:

Mandy Langfield mandy@itij.com

Writer & Copy-Editor: Copy Writer:

Christian Northwood

Advertising sales:

Marketing:

Finance:

‘Balconing’ claims another life

p9 Insurance Matters

More tourists die in Spain

Industry Voice

p10

How do you solve a problem like travel insurance?

With technology, says Aquarium Software’s Mark Colonnese

Record numbers of insurtech deals in Q1

Mike Forster James Miller Kathryn Zerboni sales@itij.com Isabel Sturgess Kate Knowles

CONTENTS HIGHLIGHTS

News

Lauren Haigh

Elspeth Reid Alex Rogers Kirstin Reid

p17

C

Design team:

Tommy Baker William McClelland

Y

Web team:

Sixty-six new deals secured in US

Steve Mundey

Director of events:

Denise Clements

Travel Matters

p20

MY

AIG promotes safe LGBTQ travel New education initiative

CMY

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

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Aon launches climate and weather centre

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accounts desk:

Company Brief

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p14 Health Matters

p24

First cases of plague in 26 years Another step on the road to a new Dark Age

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NEWS CONTINUED FROM PAGE 1

Consumers schooled on claims denial

How will Brexit affect travel?

Travel insurance comparison website Compare Cover has called upon the UK Government to clarify exactly what healthcare provisions there will be for UK citizens travelling to Europe after Brexit The referendum in which the UK opted – by a slim margin – to leave the European Union took place nearly two years ago, but the negotiation process has been fraught and frequently confusing, and there remain a number of unanswered questions and grey areas when it comes to travel between the UK and the EU. Among these are whether the

The second anniversary of the Brexit referendum brings as many questions about the provision of travel within the EU as it did when the decision was first made police reports pertinent to the case. They should also ensure they understand the wording of their policies before travelling, remember to buy coverage early to be certain they will benefit from time-sensitive benefits, and be mindful that major events such as hurricanes will more than likely result in delays when claims are being processed.

We can only hope that travellers heed this essential advice…

EHIC scheme will still be in place; presently, the card is issued free of charge and entitles the holder to free or reduced-cost medical treatment in participating countries. However, as the ongoing status of the card is up in the air, travellers planning on heading to the EU are advised to make sure they have travel insurance, just in case (although of course they should do this anyway).

“The second anniversary of the Brexit referendum brings as many questions about the provision of travel within the EU as it did

6

when the decision was first made,” said Simon Williams, Compare Cover’s Head of Travel. “Although there is precedent for medical provisions to remain, as Switzerland is still a member of the scheme as a non-EU member, the removal of the EHIC is still a very real possibility at this stage – and reminds us that appropriate provisions such as travel insurance always need to be made.”

He went on to say: “In theory, Brexit shouldn’t automatically mean that we lose the healthcare rights we’ve enjoyed previously, but there are a host of issues which need to be ironed out to understand how this could affect costs associated with foreign medical care. Add to this the potential price rises in flights from operators who may be affected by changes to the open skies arrangement currently allowing them to fly any route in the EU, along with roaming charges potentially reintroduced by mobile phone operators, the cost of a holiday post-Brexit could increase significantly.”

A number of British Members of the European Parliament are pushing for the EHIC to remain in place, citing the example of kidney dialysis patients, who would face eye-popping medical costs when travelling abroad if the card was no longer available.

Editorial Blog So it’s official, Thailand is the most risky destination in the world for those with travel insurance. Not only has this been confirmed by a survey by Endsleigh in the UK, but also by the Australian Department of Foreign Affairs and Trade (ITIJ 208, May 2018 p.1) whose statistics quote, amongst other things, 203 deaths. I don’t think we’re in danger of a mass exodus from Thailand just yet, and in fairness, you have to look at this in relation to the number of people who travel to Thailand, and as such the percentage is relatively low in comparison.

In comparison to WHAT, I hear you ask.

Well, in comparison to the two people who visited the Democratic Republic of Congo to see the gorillas, an area that was on the extreme risk of kidnap list.

And guess what? They got kidnapped.

So I would guess that that statistic is pretty near the 100-per-cent mark, as opposed to the .0001 per cent, no?

I do wonder sometimes …

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

NEWS

Summer travel survey from Generali The travel insurance division of Generali Global Assistance recently released the results of its annual summer travel survey.

According to the survey, more US travellers will be heading off for a trip this summer, with 68 per cent planning a holiday, compared with 61 per cent in 2016. This group of travellers was tied with Brazilians as the demographic most likely to go on a trip, ahead of Chinese and European travellers. US travellers’ average budget declined slightly this year, by one percentage point, while average trip duration saw an increase of 15 weeks.

Forty-six per cent of US respondents said they would be booking a trip at least four months in advance, with beach and city breaks the most favoured type of holiday.

“After a significant dip in 2016, summer travel has rebounded over the past two years,” said Chris Carnicelli, CEO of Generali Global Assistance.

“With budgets remaining relatively flat, unsurprisingly 46 per cent of

Canadian outbound TI market healthy New data recently released by the Conference Board of Canada (CBoC) has found that Canadians made over 25 million outbound leisure trips last year, representing a 6.9-per-cent rise from 2016. Should this trend continue throughout 2018 – as seems likely – the market for travel insurance and ancillary services will remain healthy.

Travel to the US saw its first increase in four years, with these trips rising by a factor of 4.5 per cent in 2017. Florida was the main beneficiary, with approximately 3.5 million Canadians visiting the state, according to the CBoC. Nearly six million visits were made to Europe, meanwhile,

while the Caribbean, Mexico and Central America enjoyed 5.1 million visits overall (a 5.4-per-cent rise) and Asia saw 3.3 million visits (an increase of 5.9 per cent between 2016 and 2017).

In terms of source markets within Canada, outgoing trips from British Columbia increased by 7.6 per cent in 2017 compared with 2016, while trips from Ontario, Quebec, Alberta and Yukon and NWT increased by seven per cent, 3.9 per cent, 2.5 per cent and five per cent respectively. Atlantic Canada, Saskatchewan and Manitoba, however, saw fewer outgoing trips last year compared with the year before.

After a significant dip in 2016, summer travel has rebounded over the past two years vacationers will stay within the US this year, up five percentage points from 2017. Of the preferred foreign destinations for US travellers, Canada was the top, followed by Mexico, with the Bahamas, Italy and France locked in a three-way tie for third place.”

Of those US travellers planning a trip this year, 70 per cent said they would take out insurance to cover themselves for health issues, 71 per cent said they would insure themselves against a potential vehicle breakdown, 67 per cent said they would insure against a transportation accident and 57 per cent said they would insure themselves in case they lost personal belongings or luggage.

Europeans were more likely to purchase insurance directly from a travel insurance provider – 48 per cent against the 22 per cent of Americans who said the same.

US travellers were more likely to have insurance via their credit card provider.

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NEWS

Business travel – bad for health?

According to a new study, the more a person travels for business purposes, the bigger the impact on their health The study, conducted by researchers from Columbia University’s Mailman School of Public Health and City University of New York, US, found that workers who travel 21 days out of the month or more are 92-percent more likely to become obese than those who travel between one and six days per month. Frequent business travellers also tend to suffer from higher blood pressure and lower levels of high density lipoprotein than less frequent travellers.

“We found a strong correlation between the frequency of business travel and a wide range of physical and behavioural health risks,” Andrew Rundle, one of the researchers and Associate Professor of

Epidemiology at the Mailman School of Public Health, wrote in Harvard Business Review. “Compared to those who spent one to six nights a month away from home for business travel, those who spent 14 or more nights away from home per month had significantly higher body mass index scores and were significantly more likely to report the following: poor self-rated health, clinical symptoms of anxiety, depression and alcohol dependence, no physical activity or exercise, smoking, and trouble sleeping.”

Fortunately, only 12 per cent of the business travellers who took part in the study travel more than 14 days out of the month.

However, Rundle cited a separate study of health insurance claims among World Bank Staff, which found that travelling staff made significantly more claims for health issues than those who do not travel, suggesting that the issue is widespread.

Eruption disruption Allianz Partners UK has offered some advice for British holidaymakers planning on heading to the volcanically active ‘Big Island’ in Hawaii.

While first and foremost advising travellers to contact travel agents, tour operators and carriers for information about potential disruption, Allianz Partners has also directed holidaymakers towards the UK Foreign and Commonwealth’s travel advice for the island.

“There has been volcanic eruption on Hawaii’s Big Island,” the site states, “and some local residents have been evacuated.

British nationals in the area should monitor local media reports and follow the advice of local authorities, including any evacuation orders. For further updates see the State of Hawaii’s website. To learn more about what to do before, during and after a volcano, visit the Federal Emergency Management website.”

Barry Smith, Allianz Partners UK’s Travel Insurance Underwriting Manager, has also advised travellers of how things might shake out if their trip is cancelled or disrupted: “For customers yet to travel, if your outward trip is cancelled, you should be able to obtain a full refund of your trip from the tour operator or carrier. In these circumstances, if you have a single-trip policy and are no longer travelling or making a claim, a full refund of the premium paid may be obtained from the issuing agent. If your outward flight is changed and you are still travelling and you have a single-trip policy, the policy dates may be amended to reflect the new travel dates. In this instance, please contact your issuing agent to advise of the new details.”

Cash for ash Following the recent volcanic eruptions in Guatemala and Hawaii, US-based travel insurance comparison site Squaremouth has offered some advice to consumers on what may and may not be covered by their insurance in the event of such an incident.

For example, travellers either heading to or already at a destination that is under mandatory evacuation due to lava, toxic gas and so on could cancel or end their trip and recoup unused trip costs. If their hotel became uninhabitable – and was deemed as such by management and local authorities – due to lava or ash, they could cancel their trip or end it early, while travellers who live near a volcano could also be covered if their home was damaged by an eruption.

Finally, Squaremouth advised travellers that if air activity was affected by hot gas, ash or other volcanic matter, that could also entitle them to their money back if they cancelled or ended their trip early (although individual policies will specify how long a flight delay needs to be before coverage kicks in).

Some parents failing to insure family trips

MEDFLIGHT

According to a new study from Co-Op Insurance in the UK, while 37 per cent of parents have experienced a child falling ill or being injured while on a holiday, 48 per cent don’t take out a travel insurance policy for family holidays.

The study, which was undertaken by Atomik Research on Co-Op’s behalf and took in results from 2,000 UK parents, also found that 26 per cent of parents have either cancelled or thought about cancelling a trip because of a child becoming ill or injured. The average travel insurance claim for a sick or injured child, according to Co-Op, is £606, although some claims

can total several thousand pounds. Despite this, nearly 50 per cent of parents do not insure their families for holidays (although 52 per cent do, which is something).

Of those parents who have had this experience while travelling, 33 per cent had to pay for their child’s treatment using a credit card, while 32 per cent had to use their savings to cover costs.

The top five injuries children tend to suffer on holiday, according to parents, are cuts, insect bites, bruises, sprained wrists and bumped heads. The top five illnesses are stomach bugs, flu, chicken pox, food poisoning and ear infections.

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NEWS

‘Balconing’ claims another life The fatal fall of another foreigner at the same Spanish apartment block where a young Scottish woman died five weeks earlier has highlighted the continuing dangers of what has become known as ‘balconing’, writes David Ing The most recent victim was identified as a 20-year-old Irishman who arrived at the Balearics resort on 2 June. As with the previous death, the latest victim is believed to have been involved in a balconing incident at the building in Magaluf on the island of Mallorca, according to initial police investigations.

These accidents often involve taking daredevil jumps from a bedroom balcony into a swimming pool or trying to cross

They are very sad cases, said a Spanish doctor, because they usually involve healthy youngsters who come on holiday and who, for drinking more than they should one day, destroy their lives from one high balcony to another.

This latest case comes after a doctor from one of the island’s hospitals appeared in a Facebook video produced by the UK Foreign & Commonwealth Office warning specifically against the dangers involved.

The Guardia Civil paramilitary police said it appeared that the Irish tourist must have fallen from a considerable height at some time during the early hours of 3 June.

The 19-year-old Scottish woman who died in April was actually working as a waitress on Mallorca. She fell while trying to cross from one balcony to another.

A spokesperson at the UK’s embassy in Madrid said that the video is part of an ongoing campaign on Facebook that also encourages young people to take out travel insurance ‘as it covers repatriation costs in the case of injuries – or death’.

The medic who appears in the video, Dr Juan José Segura from the Son Espases Hospital, cited a study they carried out showing that around 61 per cent of those who involved in balconing are British tourists: “They are very sad cases because they usually involve healthy youngsters who come on holiday and who, for drinking more than they should one day, destroy their lives.”

The study, which took place over a five-year period, showed that 98 per cent of victims were male, 24 years old on average, and that 95 per cent had been drinking, while 30 per cent had consumed drugs.

In 2015, the local Calvia town council began fining people for balconing. Dr Segura said it appeared to be helping to reduce the number of incidents, but it was still too early to tell for sure.

Endsleigh reveals riskiest country for claims UK-based insurer Endsleigh Insurance Services recently revealed data showing which global holiday destination is the riskiest when it comes to customers making claims.

According to Endsleigh, Thailand is the most common destination from which it receives claims, with 23 per cent of travel insurance claims made for illness, injury or other mishaps following a trip to the popular southeast Asian destination. Medical expenses were the most common type of claim from Thailand, with adventure sports frequently cited as a reason for tourists getting into difficulty.

The other nine countries in Endsleigh’s top 10 were Chile, the US, Spain, Germany, Nepal, Peru, France, the Bahamas and Brazil.

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INDUSTRY VOICE

How do you solve a problem like travel insurance?

The travel insurance industry can utilise tech to improve consumer knowledge and drive take up, writes Mark Colonnese, Director of Aquarium Software The travel insurance industry, rightly or wrongly, has a reputation. On one hand, the sector is accused of being slow to deliver change to traditional practices, and on the other hand, for being rejected by younger generations. Understandably, there has always been suspicion that the two are linked – unable to embrace

As holidays evolve, insurance must innovate the demands of ‘Generation Backpack’, yet the sector paradoxically prices some older travellers with pre-existing medical conditions out of the market.

Travel technology specialists are working towards bringing the sector into the modern world, with the twin aims of improving the customer journey and increasing travel insurance take up across all demographics. YouGov research commissioned by Aquarium Software demonstrates that take up is low across all age groups, and that 55 per cent have no cover at all, with a further five per cent unaware if they were insured or not. Millennials remain a concern group, with 62 per cent of 18-24 yearolds having no cover, ‘beaten’ only by the 25-34 year-old bracket, where 63 per cent admitted to having no travel insurance.

The survey shows that travel insurance is viewed as a ‘necessary evil’ by 29 per cent of 18-24 year-olds, and this view seems to solidify with age, peaking at 54 per cent among over-55s. Factor in the 69 per cent who have never made a claim, rising to four-fifths of 25-34 year-olds, and the industry must demonstrate value. While we underestimate these findings at our peril, technology is already positively changing the dynamic between insurer and insured.

Analysing behaviours The average consumer looks at multiple websites and increasing numbers buy online. The rise of the silver surfers, smartphones and Amazon has led to a revolution in buying habits and insurance is not immune. The last decade has seen a marked shift in the way travel insurance is purchased, and the days of the travel agent on the high street are numbered.

Price comparison websites (PCWs) now have 30 per cent of the market, and while over-55s continue to buy direct from travel service providers (41 per cent), it is telling

that 37 per cent of millennials opt for PCWs. Packaged bank account insurance makes up 22 per cent of the market, which, with PCW, now accounts for 46 per

travel insurance is viewed as a ‘necessary evil’ by 29 per cent of 18-24 year-olds cent of all travel premiums purchased.

Traditional trips have given way to more bespoke travel arrangements, and insurance has struggled to keep up.

Acceptance that one-size-fits-all policies are no longer viable has led to add-ons to traditional cover, which have received a mixed response. They are not bad, per se, but can leave travellers sacrificing value for convenience. Bite-size policy pieces are easy for travellers to swallow, but traditional systems are not designed with these add-ons in mind. Intuitive apps deliver the flexibility bespoke holidays demand. They not only drive better customer engagement, but even more importantly, permit the consumer to tune their cover while they are on holiday.

Technological opportunities The advantage of technology for the industry and the consumer is hard to exaggerate. As holidays evolve, insurance must innovate: geo location-based tracking allows us to add bolt-on services to automated claims monitoring and handling. The young find this ‘pay as you go’ approach appealing, and geo location means the consumer can be proposed relevant add-ons and upgrades as their location changes, the classic example being the proposal of winter sports cover when the time and location suggest that this could be useful.

Mobile apps are already being used to

perform medical assessments before travel. As one of the biggest concerns is falling ill abroad, smart services enable insurers to advise on treatment and can arrange for reps on the ground to deal with hospital negotiations, reducing the risk that you will not be covered. Software allows insurers to advise, recommend and assist policyholders based on circumstances.

Technology puts vital information at our fingertips in ways unimaginable 10 years ago. The insurer can check travellers have the necessary medication, advise on further cover and even provide the latest Foreign & Commonwealth Office advice.

Insurers can deliver a more comprehensive service, add value and upsell based on genuine need.

Policies travel with the traveller, allowing insurers to authenticate claims quickly, thus acting as a powerful anti-fraud tool, while consumers benefit from simplified small print, lower premiums and instant help at their fingertips.

Policyholders have the power to customise to suit individual needs, and

Technology puts vital information at our fingertips in ways unimaginable 10 years ago when deployed intelligently, technology saves everyone money in the long run.

The UK is ahead of the curve in these innovations, and with four out of five UK adults owning a smartphone and 56 per cent wanting to see better websites and mobile apps, the sky is the limit when considering what technology can now deliver to the travel insurance sector.

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PAGE UPDATE

NEWS

Millennials embrace cruising According to data from Allianz Global Assistance, Australian millennials, not traditionally a well-represented demographic within the cruise market, are embracing these trips The number of Australian travellers in general has risen in recent years, Allianz reports, but the numbers of millennials (defined in this case as those aged between 19 and 35) taking cruises has shown particularly notable growth, with a whopping 118-per-cent rise between 2015 and 2017.

The destinations of choice up until recently were the Pacific, New Caledonia and Vanuatu, although over the past 12 months, many young Australians have favoured cruising around Australia itself.

Despite the fact that many see cruising as a safer holiday option than the backpacking trips that young Australians are traditionally known to enjoy, Brendon Dyer, Allianz Travel Insurance’s General Manager Direct & Retail, warned that travel insurance is still a must, even onboard ship: “While backpacking and staying in hostels is still appealing for young Aussie travellers, millennials are increasingly recognising the benefits of cruising so they can spend less time planning and more time enjoying their holiday. We encourage all travellers to ensure they have adequate travel insurance to cover issues that may arise more commonly on cruises such as illness or injury at sea, loss of luggage, delayed flights or missed connections.”

Where is travel insurance mandatory?

For an increasing number of destinations, travellers are now required to show proof of coverage before they can enter Yonder Travel Insurance in the US has published an update, showing that Ecuador is the latest country to mandate proof of travel insurance as an element of visa requirements.

It is a trend that seems set to continue, as countries seek new ways to relieve themselves of the financial burden of medical bills left unpaid by tourists, whether that is travellers taking advantage of free healthcare or simply making a swift exit without paying their bills.

Other countries that require compulsory travel insurance include Austria, Belgium, Cuba, Denmark, Finland, Germany, Hungary, Iceland, Lithuania, Malta, Netherlands, Poland, Qatar, Russia, Sweden, Switzerland and Turkey (though this list is by no means exhaustive).

And while not all countries will insist on proof

Older travellers make use of insurance Is it worth purchasing travel insurance?

This is the question that holiday accommodation bookings company Panoramic Villas recently posed to over 500 of its UK customers, finding that over 82 per cent of them use travel insurance when heading away on holiday.

The company also used data from the Association of British Travel Agents (ABTA), which found that in 2017, a quarter of UK travellers did not purchase travel insurance, with millennials the most likely to opt out

of coverage before allowing a tourist to enter, many will insist that visitors purchase travel insurance from a local provider once they have arrived; as this could result in higher premiums, it makes sense for travellers to purchase coverage well in advance.

It has been argued that forcing travellers

while not all countries will insist on proof of coverage before allowing a tourist to enter, many will insist that visitors purchase travel insurance from a local provider once they have arrived to purchase travel insurance is an infringement on their civil liberties. As champions of both individual freedom and the travel insurance industry, ITIJ must remain on the fence on the matter.

Actually, on second thoughts, no.

Everybody should be made to buy it.

Any way the wind blows

of purchasing. Forty per cent of those that didn’t buy travel insurance were between the ages of 18 and 24, and 38 per cent were aged between 25 and 34. Panoramic Villas points towards older generations’ greater concern about the need for healthcare as a reason for this demographic being more likely to purchase insurance.

Panoramic Villas also gives a list of recommended travel insurers to its customers, citing Columbus Direct, LV=, Direct Line and others in its top-10 list.

Hurricane season in the US officially began on 1 June, and Allianz Global Assistance predicts that travellers heading to Florida, the Gulf Coast and the Caribbean may have concerns after the many devastating storms that occurred in 2017. Last year’s season saw Allianz customers file over 26,000 claims. Over 18,000 of these were filed for Irma, nearly 4,000 for Harvey, nearly 3,500 for Maria and 156 for Jose, and taken together, they contributed to an overall 58-per-cent increase in claims for the period September to December last year, compared with the equivalent period in 2016. Of the hurricane-related claims, 61 per cent were for cancellation, 16 per cent for interruptions and 13 per cent for delays.

Allianz is advising all travellers to take out comprehensive coverage for their trips,

in order to ensure that they are protected against unforeseen difficulties. The correct policy could, for example, provide a holidaymaker with a full refund of all pre-paid non-refundable expenses for a trip if a hurricane disrupts proceedings.

Timing, warned Allianz Global Assistance USA’s Director of Communications Daniel Durazo, is very important under such circumstances. “Once a storm or hurricane is named, it’s too late to buy travel insurance to cover it,” he said. “For those who had the foresight to purchase travel insurance, our travel assistance department is available 24/7 to assist customers, and our TravelSmart App allows you to do everything from accessing local emergency phone numbers to filing a claim from your phone.”

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PAGE UPDATE

COMPANY BRIEF

Cigna purchases ANZ life business Health insurer Cigna has purchased the life insurance business of ANZ Bank New Zealand (ANZ) for NZ$700 million. It is the second of the banking group’s non-core businesses that it has sold recently. Back in May, ANZ sold a majority stake in a joint venture based in Cambodia to Japan-based J Trust.

According to ANZ, the sale of OnePath Life NZ will provide an approximate gain on sale of $50 million. The sale includes a two-decade strategic alliance through which Cigna will provide health

Digital partnership for Bupa and Babylon

insurance to customers of ANZ bank; it is part of ANZ’s ongoing strategy to simplify its business operations.

“Under this agreement, ANZ will continue to provide life insurance to our customers but these insurance policies will now be manufactured and managed by a world-class insurance provider in Cigna,” said David Hisco, Chief Executive of ANZ. “This is consistent with how we provide motor vehicle, home, commercial and travel insurance using a range of specialist insurance partners.”

Global health insurance group Bupa has announced a new partnership with Babylon Health, a UK-based digital health startup. Through the deal, Bupa’s corporate customers will have access to the AI technology offered by Babylon.

Babylon’s offering includes online GP consultations and a clinical triage service, which will now be packaged in with Bupa’s health insurance solutions. The partnership has been a long time coming, the result of a two-year research and development process for the two companies, during which they worked to understand how best digital technology can be applied to boost the healthcare of those in corporate environments.

“We often hear that time is a barrier to looking after our health,” said Mark Allan, Bupa UK

Insurance’s Commercial Director, “which is why we’re investing in digital solutions that are convenient and quick to access through an app. We share Babylon’s mission to make healthcare more accessible, which is why it’s important we utilise the latest in digital health to help our customers lead healthy lives and offer assurance when they need it.”

New health product from PASHA Azerbaijan-based PASHA Insurance has announced the launch of a new health insurance product.

The functionally named International Health Insurance offers customers different coverages for four different geographical zones. The first covers the whole world, the second the whole world, excluding North America, the third the world, excluding North America, China, Singapore, Hong Kong, the UK and Switzerland, and the fourth excludes all of the above countries as well as Thailand, Brazil, Chile, Australia and Mexico.

PASHA opted to develop this retail

offering after working predominantly in the corporate sector. Ulviyya Jabbarova, Chair of the Board for the insurer, commented: “Over the years, we have improved our services and started to co-operate with more than 100 medical institutions. We have gained experience and decided to apply it in the retail sector.

Our product will allow everyone to receive medical care anywhere in the world.”

There are plans to further develop the product, Jabbarova added: “We will take into account the wishes and needs of our customers, and modify and change the product.”

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COMPANY BRIEF

Lloyd’s launches New UK headquarters for Traveller Assist insurtech talent hunt Global insurance market Lloyd’s of London has announced the launch of Lloyd’s Lab, a ‘global insurtech sandbox’ that will seek out innovative new talent in the realm of insurtech. Chosen entities will partner with Lloyd’s to develop technological solutions for the market’s rapidly evolving needs.

Lloyd’s will be granting the global startup community unprecedented access, as part of its plans to fully embrace digital innovation and keep its fingers on the pulse of technological change. The talent search will be spearheaded by applied corporate innovation specialist L Marks; entrepreneurs and early and growthstage insurtechs are the order of the day.

The lab will focus on four core themes: enhancing customer experience; building ‘a relationship-driven culture’ for the digital age; powering data-driven underwriting; and creating smart insurance products.

“We’re looking for solutions that can create true commercial value for the Lloyd’s market,” said Trevor Maynard, Head of Innovation at Lloyd’s. “Whether by reducing costs, helping make better underwriting decisions, making operations more efficient or improving the policyholder experience, we want to see ideas that make a real impact on market performance.”

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Medical assistance and travel risk management firm Traveller Assist will launch a 24/7 operations centre in the UK. The new centre, located on the outskirts of Oxford, will launch in July.

It will be overseen by current Managing Director Jonathan Bancroft and will also function as the firm’s head office. Bancroft will relocate from Traveller Assist’s regional operations centre in Peru.

“As a British owned and operated company, we have been evaluating the UK for some time,” Bancroft commented, “and through consultation with our clients (a number of whom are based in

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England and Ireland), we have decided that now is the right time for Traveller Assist to be led from the UK – an important global hub for our clients, who include travel insurers, corporate clients and the education sector.”

Danny Kaine, the company’s Head of Assistance, said that the last three years have seen significant growth for Traveller Assist in terms of both existing and prospective UK-based clients: “Currently, more than 40 per cent of our firm’s revenue comes from England and Ireland.”

Traveller Assist also launched a new office in Kathmandu earlier this year.

We take your complex challenges in Turkey and turn them into simple, high quality and low cost solutions !

“Lloyd’s has been working hard to ensure that whatever the outcome ... our partners across the EEA will continue to enjoy access to [our] unique offering” C

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Off to Brussels CM Lloyd’s also recently announced that its MY plans for its new Brussels subsidiary, CY Lloyd’s Insurance Company, have been given the go-ahead by the National Bank CMY of Belgium. Vincent Vandendael has K been announced as its new CEO. The plan for the new subsidiary was put into motion by the UK’s Brexit vote, and will allow Lloyd’s to write non-life risks from the European Economic Area (EEA).

“Since the UK referendum on EU membership Lloyd’s has been working hard to ensure that whatever the outcome of the Brexit negotiations, our partners across the EEA will continue to enjoy access to [our] unique offering,” Lloyd’s CEO Inga Beale said. “I am delighted that Lloyd’s has received regulatory approval for its new Brussels subsidiary. This will deliver certainty for all our customers, reassuring them they can continue benefiting from Lloyd’s specialist expertise, innovative policies and financial security post-Brexit.”

The new subsidiary within the EEA will still have access to specialist Lloyd’s policies.

Vandendael added: “Lloyd’s Brussels will be at the forefront of our modernisation drive, with a platform in one of our most important markets that harnesses all the benefits of Lloyd’s while utilising the latest technology, expertise and talent available.”

It will commence operation on 1 January 2019.

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COMPANY BRIEF

Wrisk raises half a million in days Insurtech platform Wrisk, which provides contents insurance – and will soon offer travel, health, motor and other segments – through an app-based process, recently raised over £500,000 in just two days as part of a crowdfunding campaign. This follows a similarly successful crowdfunding campaign that the startup undertook last year, which raised £600,000 from 500 investors around the world.

Since that first campaign, the startup has received authorisation for its operations from the UK Financial Conduct Authority (FCA) and launched the beta version of its app, providing – according to the company – ‘an entirely new experience for purchasing contents insurance’.

The startup has nurtured partnerships with Munich Re, Hiscox and BMW among others, relationships that it hopes will

allow it to pursue its plan of adding other insurance segments to its offering.

“Wrisk may be the new kid on the block, but we’re extremely proud of what we’ve achieved already,” said co-Founders Niall Barton and Darius Kumana. “In a relatively short space of time, we’ve formed partnerships … gained FCA authorisation, launched our first insurance line and got our app into the hands of real customers who are already giving us great feedback. We are delighted by the response we’ve received to our second crowdfunding campaign.

For us, crowdfunding has always been about much more than just investment.

It’s allowed us to build a community of not just financial backers, but supporters, advocates and customers, and we can’t wait to welcome both new and old faces to that community as a result of this current round.”

Aon launches climate and weather centre

Global professional services firm Aon has announced the launch of its new centre of excellence for climate and weather risk, intended to help global businesses and governments tackle the problems posed by climate change and increasing numbers of extreme weather events.

The Aon Weather & Climate Risk Innovation network will help clients to evaluate the potential impact of climate and weather risk on their operations, and come up with risk financing strategies to make them more resilient in the face of a problem that only seems set to get worse as countries continue to fail to meet their sustainability targets.

Combining extensive sector knowledge, experience and expertise with advanced

data and analytics use, the network makes heavy use of the recommendations of the G20’s Financial Stability Board on climate risk disclosure.

“There has been a shift in the landscape regarding how companies, investors and regulators view weather and climate risk,” said Greg Lowe, Aon’s Global Head of Resilience and Sustainability. “Collectively, this growing awareness has brought insurance tools, such as catastrophe modelling and hazard maps, and instruments, such as catastrophe bonds, to the fore. In light of this, we have decided to strategically combine the capabilities that we have across our firm to address what has been identified as a critical change for businesses and society.”

Jackson Lee unveils new product

Amazon invests in Acko

Jackson Lee Underwriting, based in the UK, announced its new business travel product at this year’s BIBA event in Manchester, UK. Nick Mohan, Joint Managing Director, said that the new product will make a ‘popular addition’ to its policy suite. The policy will offer standalone cover and is underwritten

by Lloyd’s syndicate DTW1991. It will feature

Online retail monolith Amazon has made a $12-million investment in Indian digital insurer Acko General Insurance.

Last October, it was reported that Amazon had started to hire Londonbased insurance professionals, leading many to worry that the company was set to disrupt the European market.

It has now been announced that the company has taken another step into the insurance market, investing in Acko.

“Acko is a young and nimble startup bringing technology and data-led innovation to the insurance sector to deliver a better insurance experience for customers,” The Economic Times quoted Amazon India Senior Vice-President and Country Manager Amit Agarwal as saying. “We are excited to back companies that are focused on using technology for enhanced customer experience and are led by missionary founders and management teams.”

access to real-time underwriter advice for referrals and endorsements, pre-travel advice, cover for incidental holidays as standard, and low minimum premiums.

The new policy will be available through managing general agent’s online broker facility ABEL, Jackson Lee Underwriting said.

Award for Staysure UK-based travel insurance provider Staysure was recently named Most Trusted Travel Insurance Provider at the Moneywise Customer Service Awards.

It is the second consecutive year that Staysure, which specialises in coverage for those aged 50 and over, has won the award. The judges commended the insurer on its commitment to its customer base.

The awards, which recognise outstanding achievement on the part of insurance firms, banks and peer-to-peer lenders, are based on feedback from financial customers, with

40,000 consumers having their say this year.

“We take great pride in once again being named the UK’s Most Trusted Travel Insurance Provider,” said Ryan Howsam, Chairman of Staysure. “The fact that we have won for the second year in a row is testament to our high standards, which we constantly strive to maintain. There’s no better validation of the team’s continued effort and commitment to our customers.”

Staysure has had a good month; just a fortnight previously, it was also named a Which? Recommended Provider.

This is the first investment that Amazon has made in an Indian insurance company. The Acko website is already offering Amazon related products to its customers, including Amazon gift cards for its mobile protection customers.

Integra partners with MGEN International health provider Integra Global has announced a new partnership with insurer MGEN. Through the partnership, Integra will provide insurance services for a wide range of expatriates in many different countries, ‘while providing opportunities to offer new innovative products and services’.

Additional benefits that Integra Global will be able to offer to its customers as a result of the partnership are, said the company: ‘improved financial security; improved networks and global coverage; enhanced worldwide customer service; stability; and long-term premium sustainability’.

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Additionally, Integra has selected Medical Administrators International as its new global claims administrator, and Northcott Global Solutions as its medical emergency and evacuation provider.

“We are extremely proud to partner with Integra Global, one of the world’s leading international health specialists,” commented François Pierret, Managing Director, MGEN International Benefits VYV Group. “We believe that our considerable life and health expertise, as well as our financial strength, will help Integra Global in offering its clients the best healthcare services available.”

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INSURANCE MATTERS

Aon onboard with sustainable insurance Aon has announced that it has signed up to the UN Principles for Sustainable Insurance (PSI), becoming the first risk advisor and broker to do so The UN PSI were created to serve as an initiative and global framework for the insurance industry in which the community can use its strengths in risk mitigation to strengthen its contribution to a safer, healthier and more sustainable society. Signing up to the UN PSI is part of Aon’s wider commitment to being a responsible and socially and environmentally aware business, the company said.

“I am proud that we are leading our sector in becoming a signatory to this important initiative,” said Eric Andersen, co-President of Aon. “As a professional services firm focused on reducing volatility and improving performance, we and the wider insurance industry must be prepared to address critical economic,

social and environmental challenges. In this regard, de-risking cities and countries has never been more important.”

The UN PSI are focused around four main principles: to embed in decision-

the wider insurance industry must be prepared to address critical economic, social and environmental challenges

“As the first global insurance broker to sign the Principles for Sustainable Insurance, Aon is demonstrating unparalleled leadership and commitment from the insurance broking community to support the global effort of building resilient, inclusive and sustainable communities and economies. Aon is leading by example,” added Butch Bacani, who leads UN Environment’s Principles for Sustainable Insurance Initiative.

making environmental, social and governance issues relevant to insurance business; to work together with clients and business partners to raise awareness of environmental, social and governance issues, manage risk and develop solutions; to work together with governments, regulators and other key stakeholders to promote widespread action across society on environmental, social and governance issues; and to demonstrate accountability and transparency in regularly disclosing publicly companies’ progress in implementing the PSI.

Another costly storm hits NZ

Insurance Australia Group (IAG) has announced that it is to sell its Asian businesses to Tokio Marine.

The sale of IAG’s Indonesian, Thai and Vietnamese business lines will reportedly value $525 million (though the Vietnamese business will be sold to AAA Assurance Corporation, with the Indonesian and Thai lines going to Tokio Marine).

Subject to regulatory approval, the transactions are expected to close by the end of June next year.

“We are pleased to accept the offer for our businesses in Thailand and Indonesia from Tokio Marine,” said Peter Harmer, CEO and Managing Director of IAG. “We believe Tokio Marine is an ideal owner given its experience in the region, and that this is a good outcome for the associated employees, customers and other stakeholders.”

Digital partnership for ING and AXA Insurer AXA has announced a new longterm, exclusive global partnership with Dutch bank ING, under which the two entities will provide insurance products and ancillary services via a centralised digital platform.

ING – which just two years ago had to abandon its insurance strategy to comply with EU state aid rules following a government bail-out – will provide digital banking expertise to compliment AXA’s knowledge of modular insurance products. Through the partnership, ING customers in six countries will be offered health and protection insurance solutions, as well as property and casualty products. The companies will also

April saw another major storm sweep New Zealand, cutting power for thousands over the course of several days, and resulting in over 13,000 insurance claims costing over NZ$72 million. The Insurance Council of New Zealand said that the storm, which hit over 10 and 11 April, was the year’s most expensive thusfar, costing more than cyclones Gita and Fehi put together.

“Last year was the most expensive year on record for severe weather events,” said Tim Grafton, Chief Executive of the Insurance Council, “with $243 million in insured losses. This storm brings the total for this year to $173.1 million and we are

Tokio Marine acquires IAG’s Asian business

develop new, personalised products, which will be accessible to customers via ING’s app.

“Adding personalised protection products that are life stage driven will ensure we keep our customers ahead in life,” said Ralph Hamers, Chief Executive of ING, “empowering them to stay in control, in line with their widening demands. The initiative will also contribute to diversifying our income.

We are excited to embark on this journey with AXA and we are united in our vision.

We believe that, between our leading digital banking capabilities and AXA’s unparalleled insurance expertise, we will be able to build an international platform of significant value.”

only in May and still have the late-April floods to calculate so it is not hard to imagine this year being another big one.”

In the face of escalating extreme weather events, the Insurance Council said that it welcomed the recent publication of Adapting to Climate Change in New Zealand, the official recommendations of the Climate Change Adaptation Technical Working Group.

“Every dollar spent on adaptation now will be more than repaid in future savings,” said Grafton. “The longer we wait to adapt, the more it will cost us, and if we fail to adapt altogether it will cost us the most.”

Assurant completes Warranty Group acquisition

Expedia looks to save customers pennies

Global risk management solutions provider Assurant, Inc. has completed its acquisition of The Warranty Group. The acquisition, worth approximately $2.5 billion, comprises 10.4 million Assurant shares and around $1.5 billion in cash.

The acquisition deepens Assurant’s footprint in the vehicle protection sector, and represents an expansion into various key markets.

“We are excited to close our acquisition of The Warranty Group,” said Assurant’s President and CEO Alan Colberg,

Travel bookings website Expedia has announced that it will be offering its customers a new service that will allow them to book discounted hotels after they purchase their flights.

After a recent survey found that 46 per cent of US travellers prefer to book their flights and hotels separately, Expedia decided to launch Expedia Add-On Advantage. Customers will be able to book a hotel any time after booking their flights.

“We want to alleviate that pressure so

“which significantly advances our global lifestyle growth strategy of helping consumers protect their appliances, mobile devices and electronics, while solidifying our global position as the premier provider of vehicle protection services. The combination of our two companies will support ongoing product and service innovation for our clients and consumers, while we expect to realise significant operating synergies and generate more diversified and predictable earnings over time.”

travellers can take their time researching neighbourhoods, comparing hotel amenities, reading guest reviews, etc. So, our rationale for the Add-On Advantage is really an adjustment to our current offering with the aim to better serve travellers,” Aaron Price, Senior Vice President of Global Marketing for Brand Expedia, said.

According to Price, this move will also lead consumers to save, on average, 43 per cent, giving Expedia a competitive advantage.

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INSURANCE MATTERS

Generali signs deal with UniCredit

Record numbers of insurtech deals in Q1 According to the latest Quarterly InsurTech Briefing from reinsurance broker Willis Towers Watson (Willis), the number of insurtech deals in the US reached a record high in the first quarter of this year. Sixty-six insurtech investment deals were secured during Q1, with transaction sizes continuing their consistent increase and new ‘hybrid’ investment funds, according to the broker, ‘blurring the line’ between funding by incumbent reinsurers and traditional venture capital.

Seven investment rounds worth $30 million or more were completed over the course of Q1, with investors taking larger and larger leaps on selected disruptors. According to

the Willis briefing, incumbent insurers seem to prefer minority investments in startups that are developing technology that said incumbents can use to ease commercial pressure points (such as distribution costs and claims handling), with the achievement of a large investment return seen generally as a secondary priority. More traditional venture capitalist investors, meanwhile, are more likely to favour insurtechs that address customer pressure points (such as price and ease of access), tending to be product focused rather than process focused. They are also much more driven by a desire for return on investment.

“For insurtech startups, the funding scene

Generali has announced a strategic bancassurance partnership with UniCredit Bank for the distribution of insurance products and solutions in central and Eastern Europe. The agreement will come into effect in the second half of this year, and once underway, customers of UniCredit will have access to the services and expertise of Generali.

Generali will be UniCredit’s exclusive partner for credit protection insurance in the Czech Republic, Hungary, Romania, Croatia, Bosnia and Herzegovina, Serbia, Slovenia and Slovakia. In Serbia, the partnership will also cover life and non-life products.

“In our region, more than 12.5 million customers rely on Generali’s strength and support in various phases of their lives when they are in need of a reliable insurance partner,” commented Luciano Cirina, CEO of Generali CEE Holding. “We are the pioneers in the market and one of the biggest insurers in this region, and we are proud to support UniCredit’s clients with very special and proven insurance solutions.”

The partnership represents another step in Generali’s ongoing strategy of investment and growth in central and Eastern Europe.

Luxembourg is go Generali has also announced the launch of a new branch in Luxembourg, specifically dedicated to employee benefits. The move, according to the company, is part of its strategic initiative to consolidate its position in the sector.

Generali’s Luxembourg branch, which will be regulated by the country’s Commissariat aux Assurances and Italian regulator IVASS, will operate as a reinsurance division in order to meet the requirements of global employers and employees. The aims, said the company, are to: consolidate the company’s position in the Multinational Corporate segment; accelerate expansion in the International Middle Market segment; and launch new initiatives in the health and wellness, business travel assistance, voluntary employee benefits and pensions areas.

“The opening of the new branch of Generali in Luxembourg, solely dedicated to employee benefits, highlights the strategic importance of this line of business for the Group,” commented Generali Employee Benefits’ CEO Sergio di Caro. “This fact, together with the ongoing initiatives in the fields of customer segmentation, product offering and technology, forms part of a wider development plan aiming at strengthening our leading position in the international [employee benefits] market and improving the service to our customers.”

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is more complex, and finding the right investment partner has become more difficult,” said Rafal Walkiewicz, CEO of Willis Towers Watson Securities. “Hybrid models will

For insurtech startups, the funding scene is complex, and finding the right investment partner has become more difficult continue to evolve, and may be the ultimate answer for insurtech entrepreneurs looking to balance industry expertise and the traditional [venture capitalist] value-creation mentality.”

INSURANCE MATTERS

FS-ISAC launches threat info sharing group Thai insurance premiums high The Financial Services Information Sharing and Analysis Center (FS-ISAC), a US-based non-profit organisation dedicated to identifying and fighting security threats faced by the global financial services sector, has announced the launch of a new group to share threat information among financial institutions.

CERES (Central banks, Regulators and Supervisory entities) Forum, which launched on 1 July, will allow relevant business entities to share global security and resiliency information and advice; it is the first platform of its kind to provide such a wide-ranging, holistic umbrella under which to discuss and protect against cyber and physical threats, which continue to proliferate at a terrifying rate.

“Cyber threats have become increasingly frequent, complex and sophisticated,” said Bill Nelson, FS-ISAC President and CEO. “The sharing of information and best practices among authorities in a timely way to address the rapidly evolving threats is critical. Today, there is no dedicated forum or system for regulators, central banks

and supervisors to share information on cyber and physical threats. The CERES Forum will bridge that gap with a

Cyber threats have become increasingly frequent, complex and sophisticated platform that facilitates secure sharing of information about threats, vulnerabilities and incidences to stay ahead of crime.”

Chuchatr Pramoolpol, Deputy Secretary General of Thailand’s Office of the Insurance Commission (OIC), has said that insurance premiums in Thailand are likely to rise higher than one trillion baht (US$31.1 billion) for the first time in 2020.

This will be driven by consistent growth in GDP, as well as positive life assurance business trends and an expanding bancassurance distribution network for both life and non-life coverages.

Insurance premiums are expected to reach THB871 billion by the end of this

year, an increase of six per cent compared with 2017, with life premiums comprising THB640 billion of this and non-life premiums comprising THB231 billion.

“The interesting point for life assurance is how unit-linked products posted drastic growth of 264 per cent year-on-year to THB9.13 billion in the first quarter,” pointed out Chuchatr, “and premiums from insurance riders to health insurance contracts accelerated by 11.8 per cent year-on-year, valued at THB19.1 billion, reflecting growing health concerns among consumers.”

GDPR could increase cyber claims New Azerbaijani member for LIIBA The recent implementation of the new EU General Data Protection Regulations (GDPR) could lead to a surge in data breach and other security failure insurance claims, AIG Europe has predicted The company’s Cyber Claims Report 2018 found that 2017 was a record breaking year for cyber claim notifications, with as many reported in 2017 as the previous four years combined. Mark Camillo, Head of Cyber for EMEA at AIG, believes this number is only going to increase: “The arrival of GDPR will become another tool for negotiation by extortionists. They will threaten to compromise an organisation’s data unless a payment is received, knowing that the consequences could be more significant under the new regime. Companies will be more inclined to report breaches, leading to an increased impact on the volume of cyber claims.”

This has already been seen, he added, in the US, ‘after state breach notification laws came into effect and where nearly every high-profile cyber breach is met with at least one class action lawsuit’.

In 2017, ransomware was the top reason for a cyber claim being filed, with 26 per cent of all claims being for this reason. A data breach by hackers came second (12 per cent) with other security failure/unauthorised access making up 11 per cent of claims.

The report also showed that cyber claims affect a wide range of industries, and are not just confined to tech firms. Professional services and financial services tied for the top position with both taking 18 per cent of claims, with retail (12 per cent), business services (10 per cent) and manufacturing (10 per cent) making up the rest of the top five.

“Whatever their size or sector, organisations operating in today’s interconnected and increasingly digital world are becoming more attuned to the risk and aware of how good cyber hygiene, combined with cyber insurance, can play an important part in mitigating potentially dire financial consequences,” said Camillo. “To become cyber-resilient, organisations need to prepare – practise their response, implement a robust cyber risk strategy and ensure they are indemnified for the full range of cyber exposures, including network interruption.”

UK-based representative body the London and International Insurance Brokers’ Association (LIIBA) has announced a new overseas member, an entity based in Azerbaijan.

Zaman Insurance and Reinsurance Brokers LLC, which is based in Baku, is the latest overseas broker to join LIIBA, joining the ranks of business entities from Belgium, Cyprus, Greece, Hong Kong and Spain that have chosen London as an attractive location for operations.

“LIIBA’s international footprint is growing larger all the time – there are two Is in LIIBA for a reason. It reflects the global nature of the insurance traded in London that makes our market unique,” said Chris Croft, Chief Executive of LIIBA. “All these firms have to deal with the Financial Conduct Authority and are also impacted

by European legislation. This means that

LIIBA’s lobbying efforts and work on regulation are very relevant to them, even though they’re outside the UK. It’s also a testament to LIIBA’s reputation that these international brokers see the value in being part of our organisation, and testament to our international members’ commitment to London that they recognise this value.”

UAE sharing economy requires adaptation A new white paper from AIG asserts that the insurance industry in the UAE needs to adapt quicker to the region’s rapidly expanding sharing economy.

If it doesn’t, warns the company, its services will be rendered obsolete.

The sharing economy is an entirely new market paradigm, requiring fresh eyes and ultimately a whole new approach to doing business. Established traditional industries such as insurance, therefore, need to bring a flexible and openminded attitude to dealing with it, so that it can deliver relevant products to a customer base that has already become accustomed to a different way of doing things. These customers, while they may like nostalgia in their popular culture, will be less tolerant of it when it comes to the services on which they rely.

Examples of adapted products cited

by AIG are on-demand or pay-asyou-go micro insurance cover, as a reaction to increasing numbers of

small-scale short-term transactions conducted by millennials and the like.

“The UAE’s sharing economy may still be in its infancy, but it has huge potential for growth,” commented Eelco van Keimpema, AIG’s Head of Commercial Insurance, Middle East & Africa. “As it develops, traditional support industries such as the insurance sector will be

The sharing economy is an entirely new market paradigm significantly impacted. It is imperative that insurance companies learn and adapt now to ensure their products are ready to support and protect both the business community and consumers.”

According to The GCC 2016 Sharing Economy Survey, in 2016, over $10 billion was spent on various sharing economy platforms in Gulf CoOperation Council countries.

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INSURANCE MATTERS

Rideshare insurance from AXA

Sompo launches transaction risk line

Insurer AXA has announced a partnership with web-based carpooling facilitator BlaBlaCar, through which the companies will distribute a fully digital insurance package specifically tailored for ridesharers.

BlaBlaSure, as the policy is known, is an annual car insurance offering available to members of BlaBlaCar with a vehicle registered in France. Customers can subscribe within seconds, and choose from three levels of cover – thirty party and auto glass breakage, intermediate (including fire and theft), and comprehensive. Users can access all of these options via BlaBlaCar’s online platform. This fully digital method of insurance distribution is one that AXA plans to pursue further, in order to both maximise efficiency and respond to the needs of an increasingly online customer base.

“Thanks to our partnership with BlaBlaCar, which reflects our ambition to become the preferred insurer of the platform economy, we are creating unprecedented solutions to support new types of mobility, such

Bermuda-based Sompo International Holdings, a provider of specialty property and casualty insurance and reinsurance, has announced the launch of its new European speciality platform, which offers a new line of transaction risk insurance.

The new line is intended for either side of a merger and/or acquisition transaction, providing relevant parties with coverage against any losses that might be incurred due to warranties and indemnities breaches and other related risks. Public and private companies either domiciled or conducting core business in Europe are eligible.

“Since the launch of Sompo International’s European platform in March, we’ve focused on delivering market-leading management liability, professional indemnity, financial institutions and cyber liability products to clients across Europe,” commented Thomas Mannsdorfer, Executive VicePresident and Head of European Specialty Underwriting at Sompo International.

“Our new M&A products expand these

as carpooling,” commented AXA’s Chief Innovation Officer Guillaume Borie. “We are adapting our offer to be present alongside all road users, whenever they need us. With this announcement, we are extending the protection offered to BlaBlaCar members, thus taking a new step in the strategic collaboration between our two companies.”

capabilities, further strengthening our ability to help companies manage the broad range of risks associated with their fiduciary and contractual responsibilities.”

SK to lower entry barriers for reinsurers

Pet insurance popular in Japan

South Korea’s Financial Supervisory Commission (FSC) is to lower entry barriers for reinsurers, in the hope of energising the local market with the admission of new players.

The FSC announced its intention on 4 June.

Part of the impetus behind the decision is to make the non-life insurance segment in South Korea more competitive, as currently it is heavily dominated by Korean Re. Domestic non-life insurers, according to the FSC, who simply follow the premium rates set down by reinsurers or by the Korea Insurance Development Institute, so there is at best very little competition between them.

Insurance laws will need to be altered in order to accommodate this liberalising move; amendments will be drafted

Japan’s Kyodo News Agency has reported that many more pet owners in Japan are buying insurance coverage for their furry friends than before. Their concerns are reportedly being driven by soaring medical bills, which in turn are a result of medical advances that promise a longer life expectancy for pets.

As of the end of March 2017, according to the results of a private survey, Japan’s pet insurance market was worth US$450 million. It has seen an annual growth rate of approximately 20 per cent for the last few years.

There are nearly nine million domestic pet dogs in Japan and over 9.5 million cats, although the number of dogs is reportedly dropping. And while, currently, only seven

and tabled by the end of the first half of 2018, with the FSC hoping that it can be enacted by the end of the year.

Coya receives PayPal founder backing

German insurtech startup Coya has received investment from the founder of PayPal in its latest Series A financing round.

PayPal founder Peter Thiel’s Valar Ventures, a US-based venture capital fund, invested in the company due to its determination to build a fully licensed and integrated insurance offering from the ground up, instead of relying on third parties, said Valar Ventures partner James Fitzgerald.

The startup received a total of $30 million from its latest financing round, adding to the previously acquired $10 million in seed funding. It is now awaiting approval from the regulator the German Federal

per cent of owners buy pet coverage, potential demand is thought to be very high, as more and more consider taking out policies to cover themselves against extortionate medical bills for broken paws, blood transfusions and so on.

AIG Life purchases Munich Re subsidiary AIG Life has announced the acquisition of Ellipse, a specialist provider of group life risk protection in the UK that was previously owned by Munich Re. The terms of the transaction have not been disclosed

Financial Supervisory Authority (BaFin).

Coya’s aim is to make insurance more appealing to the younger demographic and it is seeking to establish itself as the leading digital property insurer in Europe.

Its business model is based on flexible and digital insurance policies and is aiming to bring ‘flexible mass-market products to market in the shortest possible time’.

Fitzgerald added: “Building an insurance company for the current century requires the right balance of insurance and technology expertise, something that others – both incumbents and many insurtech startups – have not been able to achieve.”

The move ‘reflects our disciplined approach to selectively expanding our existing Life & Retirement businesses’ said Kevin Hogan, Executive VicePresident and CEO of AIG Life & Retirement. He added: “Ellipse brings a strong team with a scalable business platform to our well-positioned, technology-driven UK life business.”

Ellipse is the sixth largest UK group life provider based on 2017 new business volumes. The company’s technologyenabled model with high levels of straight through processing is part of the draw for AIG, which hopes it will be able to use the asset for its team in terms of efficiently managing group risk schemes.

“Ellipse’s group life business is highly complementary to AIG’s existing UK individual protection offering. It positions us to capitalise on the strong growth

potential in the UK group market by allowing us to provide a holistic suite of innovative protection products that better serve our clients and partners,” explained Adam Winslow, CEO, AIG Life. “Additionally, I’m excited to start working side by side with our Ellipse colleagues, who share a similar culture and entrepreneurial spirit, a mono-line protection focus and recognised technology leadership.”

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TRAVEL MATTERS

AIG promotes safe LGBTQ travel Airline Ratings analyses passenger complaints As part of Pride Month, travel insurance and assistance provider AIG Travel recently announced the launch of a new education initiative to promote safe travel for members of the LGBTQ community

According to the International Lesbian, Gay, Bisexual, Trans and Intersex Association, homosexuality remains illegal in 72 countries around the world – though even in countries where it is technically legal, travellers may still face discrimination – and thus members of the community need to bear in mind the unique risks that they face when planning trips. AIG Travel has partnered with ManAboutWorld, an LGBTQ advocacy

group, to develop a travel safety guide.

This downloadable guide, along with a number of other resources, promotes diligent research of potential destinations, details where public displays of affection may be frowned upon, explains in which countries travelling with children may be complicated and require birth certificates and/or custodial papers, and lets transgender travellers know how to navigate airport security and customs.

The resources are all available via AIG Travel’s dedicated website for the LGBTQ community. Clearly it is a deeply sad state of affairs that such guides are still required, though if the information provided helps travellers to avoid an unpleasant situation, this can only be a good thing.

Global airline safety and product ratings website Airline Ratings recently ran a reader survey in an attempt to discover which type of airline passenger was seen to be the most irritating Respondents to the Passengers from Hell survey ranked passenger types from the most to least annoying, and people with poor personal hygiene and screaming children were found to be the two leastliked categories. Passengers who recline in their seats – frequently a contender for the top spot – were the third most irritating, while passengers hogging arm rests came in fourth and those with too much carry-on baggage ranked fifth.

“There has been a significant shift in passengers’ gripes about their fellow travellers who are either not conscious of their odour or don’t care,” said the site’s Editor-in-Chief Geoffrey Thomas. “With online or cell phone check-in now widespread, offending passengers are slipping through the traditional checks and only coming into contact with airline agents at the boarding gate. The agents, under pressure to get the flight away, let offenders slip through.”

This begs the question – should agents be commenting on passengers’ personal hygiene? Should passengers who, for whatever reason, may have forgotten to shower or put deodorant on, or perhaps may not have had time to do so because of extenuating circumstances, be penalised?

Should they in fact be excluded from flying –

perhaps from public life in general – until they can spray on some cologne?

Or should people in general loosen up a bit?

We leave it up to you to decide.

The rest of the top-10 irritations were: people who go to the toilet too much during

There has been a significant shift in passengers’ gripes about their fellow travellers who are either not conscious of their odour or don’t care the flight (heaven forbid); people who talk too much; people who do exercises in the aisle (oh yes, those people definitely exist and are on every flight); arrogant and demanding passengers who insist on being served first and constantly pester flight attendants (fair enough, they are awful); and ‘window hoggers’, who fiddle with the curtain for the duration of the flight.

Happy flying!

Europe targets Chinese tourists

As part of the ongoing 2018 EU-China Tourism Year, the European Travel Commission (ETC) is closely monitoring the travel trends of Chinese tourists in the hope of maximising China’s potential as an incoming source market.

Utilising air reservation data from ForwardKeys, the ETC found that travel from China to Europe is on the increase.

The first quarter of 2018 saw a 9.5-per-cent rise in the number of Chinese arrivals to the continent compared with Q1 last year, and forward bookings for the second quarter are, as it currently stands, up by 7.9 per cent compared with last year. For the rest of the world, Q1 arrivals were up by 6.9 per cent and Q2 forward bookings are currently up by 6.2 per cent, showing that Europe is increasing its overall market share.

The top European destinations for Chinese tourists are Germany, up by 7.9 per cent over 2017, and France, up by 11.4 per cent.

Turkey, Ukraine and Hungary have also shown solid growth. Bookings to Russia over the period of the World Cup finals are also noticeably higher than last year – bookings were an impressive 173-per-cent up during the first week of the tournament.

“We firmly believe that monitoring Chinese air travel trends will help the European tourism industry better understand Chinese visitors and enable it to offer them the best experiences,” said Eduardo Santander, Executive Director of the ETC. “Doing so will reinforce ETC’s and the European Commission’s efforts to secure Europe’s position as the [top] tourism destination worldwide.”

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Chinese and Indian tourists favour Thailand Thailand’s tourism industry is booming, with Chinese and Indian tourists cited as particular drivers of revenue. The period January-April this year saw Chinese and Indian arrivals to Thailand grow by 30 per cent and 17 per cent respectively compared with the equivalent period in 2017, fuelling an overall total of 13.7 million visits for the quarter, up 13.9 per cent compared with Q1 last year.

April alone saw international arrivals to Thailand rise by 9.38 per cent compared with April 2017, with total visitor numbers hitting 3,092,725, according to the Thailand Ministry of Tourism and Sports.

The top 10 most popular source markets are China, India, Malaysia, Lao PDR, Russia, Japan, Korea, Vietnam, the US and the UK. The Middle East was the only

region not to show healthy growth as a source market.

The Ministry has also said that it is planning an initiative to attract more tourists from Canada.

Chile and Argentina sign tourism agreement The respective tourism industries of Chile and Argentina have announced the signing of a new ongoing partnership agreement under which they will jointly promote their countries around the world, with the Asia region a target of particular interest.

The initiative, announced by Chile’s Undersecretary of Tourism Mónica Zalaquett and Argentina’s Tourism Minister Gustavo Santos, will consider ‘actions in matters of public-private collaboration, with the clear objective of promoting and strengthening bilateral tourist relations’.

Among the moves currently being

contemplated are advancing the integrated management of border crossings between Chile and Argentina for more efficient and convenient transit of tourists between the countries, and the implementation of joint value visas; a traveller from a third country with such a visa would be able to enter either Chile or Argentina with equal ease.

“This is an agreement that is transcendental in the promotion and work together with Argentina,” said Zalaquett.

“As a government, we have the conviction that we are facing a great opportunity to successfully promote our countries.” a single destination in third markets.”

Punta Cana popular in 2017

Mastercard’s latest Global Destination Cities Index has found that, in 2017, the most popular city destination in the world in terms of concentration of visitors travelling there for leisure purposes – rather than business – was Punta Cana, in the Dominican Republic.

The list is specifically for cities where at least 90 per cent of visits were for leisure reasons. Punta Cana came top, with 99.9 per cent of those travelling there doing so for purposes of relaxation. Cusco in Peru came next, with 98 per cent, followed

by Djerba in Tunisia (97.7 per cent) and Riviera Maya in Mexico (97.5 per cent).

Palma de Mallorca, Spain (97.2 per cent),

NEWS STRAIGHT TO YOUR INBOX

Cancun, Mexico (96.8 per cent), Bali, Indonesia (96.7 per cent), Panama City, Panama (96.3 per cent), Orlando, US (94.1 per cent) and Phuket, Thailand (93 per cent) made up the remainder of the list.

“Travel allows us to broaden our horizons by exploring new places, people and experiences,” commented Francis Hondal, President of Loyalty and Managed Services at Mastercard. “The Mastercard Global Destination Cities Index: Play shows that special cities around the world are tapping into that trend and building a brand of fun, relaxation and enjoyment for like-minded travellers.”

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TRAVEL MATTERS

Millennials prioritise green air travel

New European routes for LATAM Airlines Latin American airline group LATAM Airlines has announced an expansion of its European routes, as part of its ongoing global growth strategy. On 3 September, the airline will launch a new route from Lisbon in Portugal to São Paulo in Brazil. Then the first half of next year will see a new route launched between São Paulo and Munich, Germany. These new routes will make Lisbon and Munich, respectively, the eighth and ninth European destinations to host LATAM operations.

The São Paulo-Lisbon route will consist of five weekly flights, operated with a Boeing 767.

“We continue to offer new and unrivalled travel options connecting Latin America with the rest of the world,” said Enrique Cueto, CEO of LATAM Airlines Group. “In the last two years, LATAM Airlines has launched 30

Millennials are hoping that business air travel has an exciting future, with a new survey from the European Business Aviation Association (EBAA) finding that environmentally friendly aircraft, ride-sharing and the ability for travellers to fly where and when they want are top priorities

new routes, including new destinations in Europe, North America and Oceania, and has also strengthened existing routes with more frequencies and connection options.”

Expanding Horizons: How Millennials see the Future of Business Aviation was conducted with co-operation from

Forty per cent of millennials perceive climate change as being the main factor that will affect air travel in the future, especially the development of sustainable personal air transport

Kenya steps into tourism spotlight In response to a growing demand for intraAfrica travel, and the planned creation of a Continental Free Trade Area (CFTA) for the continent, Kenya’s tourism industry has made expansion plans of its own.

Najib Balala, Cabin Secretary for Tourism and Wildlife, speaking at the recent 61st UNWTO Regional Commission for Africa Conference, said that Kenya is increasingly benefiting from stronger business, linguistic and cultural ties between African nations.

“In 2017,” he said, “Africa accounted for 29 per cent of international arrivals to Kenya. Indeed, Africa has shown

It found that 40 per cent perceive climate change as being the main factor that will affect air travel in the future, especially the development of sustainable personal air transport.

Artificial intelligence and digitisation were also seen as main factors that will shape the aviation industry in the future.

EBAA Chairman Jürgen Wiese said: “Integrating the next generation into our industry is paramount for the sector to master the transition into the next age of aviation. This report shows how

ThinkYoung, and polled travellers aged between 18 and 24 from Germany, France, the UK and Switzerland about mobility, business aviation and the future of sustainable personal air transport.

great potential over the last five years, gaining a five-per-cent share of arrivals by region. We believe Africa is the next frontier in the tourism business.”

Kenya has invested heavily in other African markets such as Nigeria, Ethiopia and South Africa over the past few years, and tourism authorities are confident that this investment is paying dividends.

“As part of that investment, Africans wishing to visit Kenya are now eligible to receive a visa on arrival,” added Balala. “Kenya is now among 21 African countries which have either relaxed or scrapped visa rules.”

this can be done and is just a starting point for many more encounters to follow. We are committed to listening and engaging with millennials to expand our horizons together.”

Best and worst US staycations Tourists embrace culinary travel According to data from Booking.com, global travellers are embracing culinary travel, with more than 61 per cent of surveyed travellers saying that they have great food and drink in mind when selecting a holiday destination.

The website analysed data from over 50,000 travellers, also finding that 54 per cent are hungry for unique dining experiences when heading off on trips, and that 34 per cent say that they are interested in food-inspired holidays and plan to take one this year (rising to 40 per cent for the millennial demographic). Forty-nine per cent of travellers, meanwhile, said that they want to be more adventurous with the food and drink they consume while off on trips

Personal finance website WalletHub has released its report on 2018’s best and worst cities for staycations in the US. It compared more than 180 cities across three key dimensions – recreation, food and entertainment, and rest and relaxation – and evaluated these dimensions using 40 key indicators of a fun-filled and inexpensive staycation.

It found that Honolulu, Hawaii; Chicago, Illinois; and Orlando, Florida – which came first in overall rank and also scored highest

(rising to 60 per cent of millennials) and 64 per cent said that they had pledged to eat more local food this year when on holiday.

“Food plays a huge role in our travel choices and ultimately in our overall travel experiences,” said Pepijn Rijvers, Booking. com’s Senior Vice-President and Chief Marketing Officer. “Trying the local and street food is a great way for travellers to really embrace the local culture, get immersed in local communities and explore the new and different. Using our endorsements from real traveller reviews can help you identify the best places to try and new places to discover so you can taste your way around the world!”

in the food and entertainment rank – are the best US cities for staycations. Bridgeport, Connecticut; San Bernardino, California; and Oxnard, California – which had the lowest overall ranking, as well as the lowest ranking for food and entertainment –were found to be among the worst cities for staycations.

WalletHub also found that North Las Vegas has the most zoos and aquariums, Portland has the most parks, Chicago has the most tennis courts and South Burlington has the lowest cost of house cleaning services.

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US tourists tempted by Reykjavik Reykjavik has rapidly risen as one of the top European travel destinations in 2018 for US travellers, with Allianz Global Assistance observing it jumping from 17th most popular in 2017 to third most popular this year Allianz Global Assistance reviewed trips by US travellers planned between Memorial Day (28 May) and Labor Day (3 September), finding that despite London

other new popular summer destinations like Nice,” said Daniel Durazo, Director of Communications at Allianz Global Assistance USA. “Regardless of whether you’re travelling to a long-time favourite or new hot spot in Europe, it’s important to protect yourself and your travel investment with a travel insurance policy. In these uncertain times, travel insurance can assist in the case of trip cancellations and delays, medical emergencies and more. For instance, it may be important

Legal action launched over French air traffic control strikes

More and more Americans are flocking to Reykjavik, Iceland this summer, along with other new popular summer destinations like Nice and Paris still remaining the top-two destinations, visitor numbers to Reykjavik in Iceland have continued to rise. The city was ranked 28th in 2015, but Allianz Global Assistance believes increased direct flights to Iceland from the US, as well as the county’s beautiful landscapes, have led to the increase, despite talk of limiting the number of visitors.

Barcelona has dropped in this year’s rankings, falling from fifth to seventh, possibly due to the recent high-profile terrorist attack on Las Ramblas and political unrest in the city as it looks to separate from the rest of Spain, plus the negative perception of tourists in the city. Nice in France broke into the top 20 for the first time, however, with two per cent of all trips flying into the city.

“More and more Americans are flocking to Reykjavik, Iceland this summer, along with

to find a policy that covers cancellation for a terrorist attack occurring at your destination prior to your arrival.”

Airlines IAG and Ryanair are launching legal action against the Government of France over air traffic control (ATC) strikes A joint complaint is being submitted to the European Commission (EC) over the issue – which the airlines say was ‘forced on airlines and forced on our customers’ – arguing that strike action restricts the fundamental rights of European citizens. These rights, assert the airlines, need to be balanced with the right of workers to strike over unfair or otherwise inadequate working conditions.

The airlines are also urging the EC to make more rapid progress on the implementation of the Single European Sky programme.

Launched back in 2000, the programme

would mandate that different airspace jurisdictions only apply when planes are close to the ground; above a certain height, all airspace would be considered European, meaning that strikes in one country would have less of an effect on those not taking off and landing from that country.

“These disruptions are unacceptable, and we call on the governments and the EU Commission to take urgent and decisive action to ensure that air traffic control providers are fully staffed and that overflights are not affected when national strikes take place, as they repeatedly do in France,” said Michael O’Leary, Chief Executive of Ryanair, who said that two million passengers could potentially have flights cancelled this year due to strike action.

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HEALTH MATTERS

Hepatitis A outbreak in Nashville

First cases of plague in 26 years

Officials have confirmed that there is a hepatitis A outbreak in Nashville in the US. Since 1 December 2017, there have been 14 confirmed cases of the disease, and the Metro Public Health Department (MPHD) is working with the Tennessee Department of Health to control the outbreak.

MPHD is offering free hepatitis A vaccination at health centres for those most at risk of the disease: the homeless, men who have sex with men, and illicit drug users.

Symptoms of the disease include fever, nausea, vomiting, abdominal pain, dark urine and jaundice. Although the disease can be severe and require hospitalisation, most people recover within a few weeks.

The disease typically spreads when

According to the Independent, a boy has contracted bubonic plague in what is believed to be the first human case of the disease in Idaho, US in 26 years.

The child, who has not been publicly identified, was treated with antibiotics in hospital and is currently recovering at home in Elmore County, Idaho. He became ill towards the end of May and, more recently, health authorities received laboratory confirmation that he had bubonic plague.

According to the US Centers for Disease Control and Prevention (CDC), symptoms of the disease include headache, fever and chills, and extreme weakness. The CDC also states that those with bubonic plague may experience swollen lymph nodes, and those with pneumonic plague may

the virus is ingested via objects, food or drinks contaminated by small, undetected amounts of stool from an infected person, or from close personal contact with an infected person. The best method of prevention is vaccination.

Vaccination is recommended for those planning to travel to Nashville and other states that are experiencing outbreaks of the disease, including Kentucky and Michigan. “Getting vaccinated and thoroughly washing your hands before and after preparing food and eating and after using the restroom are simple, safe and effective ways to prevent the spread of hepatitis A,” said Deputy State Health Commissioner and State Epidemiologist Pam Pontones.

experience pneumonia along with chest pain, coughing and difficulty breathing.

“People can decrease their risk by treating their pets for fleas and avoiding contact with wildlife,” said Sarah Correll, an epidemiologist with the Central District Health Department.

“Wear insect repellent, long pants and socks when visiting plague-affected areas.”

To help prevent plague, the CDC advises travellers to wear gloves if they are handling or skinning potentially infected animals to prevent contact between their skin and the plague bacteria, use repellent if they think they could be exposed to rodent fleas during activities such as camping, hiking or working outdoors and not allow dogs or cats that roam free in endemic areas to sleep on their bed.

Health alert for US travellers in China The US State Department has posted a health warning for US citizens travelling to China, following a medical incident involving a US government employee in the country. The medical incident, said the State Department, is ‘consistent with what other US government personnel experienced in Havana, Cuba’; this refers to a similar incident in January which led to the evacuation of two dozen government employees and their families. Those affected suffered ‘hearing loss, dizziness, headaches, fatigue, cognitive issues,

Researchers map Ebola’s spread Researchers at the Rega Institute at KU Leuven in Belgium have used genetic data to map the spread of the Ebola virus in West Africa between 2013 and 2016 in order to find out which intervention strategies would have been most effective in containing the disease “We created a genetic family tree of the epidemic, in time as well as space, with the oldest DNA sample from early 2014 in Guinea, a sample of the virus when it entered Sierra Leone in March or April 2014, and so on,” said Professor Guy Baele, KU Leuven.

The researchers connected this family tree of the epidemic to other information such as geographical information and transportation.

They found that long-distance transportation doesn’t seem to have been important in spreading the virus, and that it actually spread due to short-distance travelling. “Contrary to what happens during a flu epidemic, the Ebola epidemic spread due to short-distance travelling,” said Simon Dellicour, KU Leuven.

“The epidemic stepped up its pace once the virus had reached Conakry, Freetown and Monrovia – the capitals of Guinea, Sierra Leone and Liberia, respectively. These capitals attracted the virus, so to speak, and played a key role in spreading it.”

The team said that the research provides a quick and accurate view of the key times and locations of the Ebola epidemic, enabling them to see where and when they should have intervened, and that it will be useful in ongoing and future epidemics.

DRC outbreak update The World Health Organization (WHO) has issued an update on the current status of the Ebola virus outbreak in the Democratic Republic of the Congo (DRC). As of 16 June there had been 64 reported cases – 38 confirmed, 14 probable and 12 suspected – with 28 deaths. WHO warned that case numbers fluctuate daily due to many possible factors, including potential communication delays and the capacity of local laboratories, but these figures are as accurate as can currently be reported.

The ongoing outbreak in the DRC is caused by the Zaire strain of the virus, which is unfortunately the strain with the highest mortality rate (generally between 60 and 90 per cent, according to WHO).

Pharmaceutical company Merck has already provided over 8,000 doses of its

experimental vaccine, and a further 8,000 doses will shortly be given to WHO. Peter Salama, Deputy Director-General of WHO’s Health Emergencies Program, said: “The detective work of epidemiology will make or break the response to this outbreak.”

The UK Foreign & Commonwealth Office

visual problems and difficulty sleeping’.

The State Department has advised that any US citizens in China experiencing ‘unusual, unexplained physical symptoms or events, auditory or sensory phenomena’ should contact healthcare providers and if necessary seek medical evaluation. Dizziness, fatigue, tinnitus, ear complaints and trouble sleeping are all symptoms to watch out for.

While there have been reports that these symptoms are a result of ill-defined ‘sonic attacks’, it is not yet clear what this might entail and whether it is in fact the reason.

Salmonella outbreak traced to melon

Pharmaceutical company Merck has provided over 8,000 doses of its experimental vaccine (FCO) has updated its travel advice for the DRC due to the outbreak, warning against ‘all but essential travel’ to the area.

“If you become ill during or immediately after travelling to the country,” it warned, “seek medical advice immediately.

Medical care is extremely limited.”

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The US Centers for Disease Control and Prevention (CDC) has linked a multi-state outbreak of salmonella to pre-cut melon.

According to the CDC, evidence indicates that pre-cut melon supplied by Caito Foods, LLC of Indianapolis, Indiana is a likely source of the outbreak. Most of the people who have fallen ill reported eating pre-cut melon bought from grocery stores. To date, 60 people have fallen ill. There have been 31 hospitalisations but no deaths.

Fresh cut watermelon, honeydew melon and cantaloupe have been recalled in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Missouri, North Carolina and Ohio. Travellers are warned not to eat recalled products; they should check their fridge or freezer for them and either throw them away or return them to the place of purchase for a refund. The CDC also said that if travellers cannot remember where they bought pre-cut melon they should throw it away.

HEALTH MATTERS

CDC on swimming pool outbreaks A recent report from the US Centers for Disease Control and Prevention (CDC) explores disease outbreaks associated with treated recreational water and advises travellers on how best to prevent contamination According to the report, during 2000-14, 493 outbreaks associated with treated recreational water led to at least 27,219 confirmed cases of various diseases, and eight deaths. The CDC said that the aquatics sector, public health officials, bathers and parents of young bathers can take steps to minimise risk for outbreaks. These include not swimming if sick with diarrhoea, checking a hotel pool or hot tub’s inspection score using test strips that can be purchased from pool supply and hardware stores, and not swallowing the water.

The CDC also said that addressing the

According to a local news source in Kazakhstan, 30 people in Almaty have been diagnosed with meningococcal meningitis infections. Medical advice that has been provided includes restricting mass cultural events being held in closed areas, sports events and pools.

For the Amalty, Astana and Eastern and southern regions of the country, the national case count for the year to date is 62. The disease is transmitted through close or extended contact. Travellers are advised that extensive travel in crowded conditions or extended contact with local people in crowded places are risk factors.

In addition, travellers who are planning to travel to any region experiencing an outbreak are advised to discuss with their doctor whether vaccination against the disease is required.

challenges presented by chlorine-tolerant and biofilm-associated pathogens requires ongoing attention to improving the design, construction, operation and management of public treated recreational water venues, including educating the public. It highlighted that the key message to the public, particularly those with younger bathers, is ‘don’t swim or let your kids swim if sick with diarrhoea’.

The dangers of travelling with medicines The BBC has reported that holidaymakers are being warned to check travel advice on medicines to avoid being penalised.

Medicines that may be commonly prescribed in some countries are ‘controlled drugs’ in others, according to the UK Foreign and Commonwealth Office (FCO). For example, certain cold remedies are banned in Japan and some sleeping pills require a licence in Singapore. The FCO said that travellers could face a fine or even imprisonment if they break the rules.

Last November, a British woman was detained in Egypt for carrying Tramadol, which is a controlled drug there. She claimed she had no idea she was doing anything wrong, but this didn’t help her case and she was sentenced to three years in prison.

Meningitis in Kazakhstan

This stands as a cautionary tale for travellers to know and abide by the medication rules of different countries.

However, the BBC said that a survey of 2,000 adults in the UK found that only 33 per cent would seek advice on medication rules before they travel. The FCO’s advice for travellers is to visit their GP at least four to six weeks before their holiday to check if any of their prescribed medication contains ‘controlled drugs’.

Travel Health Pro’s tips for travelling with medicine are for travellers to carry medicines in their correctly labelled container in hand luggage, carry a letter from the prescriber that details the medicines with their generic names, and take out an appropriate level of travel health insurance.

Update on Zika risk Travel Health Pro, which comprises the travel health resources of the UK National Travel Health Network and Centre (NaTHNaC), has informed travellers that, as of early June, a number of changes had been made to the country risk category for Zika virus transmission.

Nicaragua, which was previously moderate risk, is now high risk. The Netherlands Caribbean islands are now moderate risk – previously some islands in this group were classified as high risk. Hidalgo County in Texas, US, and Marshall Islands, which were previously moderate risk, are now low risk.

Travel Health Pro summarised current travel advice according to Public Health England/NaTHNaC Zika risk rating.

Pregnant women are advised to postpone non-essential travel to high risk areas and to consider postponing non-essential travel to moderate risk areas. If travel is essential, advice is to be aware of the risk, be scrupulous with insect bite avoidance and seek advice from a GP on return, even if travellers have not been unwell. All travellers are advised to avoid mosquito bites and seek medical advice if they experience symptoms of Zika virus infection.

New research on Nipah virus Several of the Global Virus Network’s (GVN) centres of excellence are researching Nipah virus (NiV) and contributing expertise to the outbreak in the Indian state of Kerala. The latest outbreak began in early May of this year and there is an expected death rate of 80 per cent.

“GVN members are providing scientific, clinical and epidemiological expertise in addition to reagents to laboratories in the field,” said Professor Christian Bréchot, President of the GVN. Indian government agencies responding to the

NiV outbreak have done a fantastic job implementing quarantine procedures and other effective forms of infection control.

Dr Robert C. Gallo, who is Co-Founder and Scientific Director of the GVN, said that there is an urgent need to advance the science in the study of the virus. “Currently, there is no human or animal treatment or vaccine,” he said. “GVN members look forward to working with organisations like the Coalition for Epidemic Preparedness Innovations (CEPI) to quickly advance effective therapeutics and vaccine candidates.”

Winter to abate YF in Brazil According to the most recent yellow fever update from the European Centre for Disease Control, Rio de Janeiro and Minas Gerais in Brazil have recorded five more human cases and six deaths from the disease. However, it is hoped that cooler weather from the southern winter will bring respite as mosquito activity is expected to drop.

Travellers are advised that proof of vaccination may be required if they are entering or leaving an area at risk of yellow fever transmission. The disease is typically found in tropical and subtropical areas in Central and South America and Africa.

According to advice from the US Centers for Disease Control and Prevention, in addition to being vaccinated against yellow fever – which should be done at least 10 days before travel – travellers to Brazil should do what they can to prevent mosquito bites by using insect

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repellent and wearing long-sleeved tops and trousers when outside and sleeping in an air-conditioned room beneath an insecticide-treated bed net.

HEALTH MATTERS

The threat of emerging diseases According to a new study, a number of states and metropolitan ‘hot spots’ in the US are at risk from vaccine-preventable diseases, due to parents opting out of vaccinating their children The study, The state of the antivaccine movement in the United States: A focused examination of nonmedical exemptions in states and counties, was published recently in the journal PLOS Medicine.

It found that the states of Arkansas, Arizona, Idaho, Maine, Minnesota, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Texas and Utah were all at risk from diseases such as measles that should have been widely phased out; unfortunately, the decision not to vaccinate children damages so-called ‘herd immunity’, and leads to such infections rearing their heads once again.

Dr Peter Hotez, Dean of the National School of Tropical Medicine at Houston’s Baylor College of Medicine and co-author of the study, described its findings as ‘a wake-up call’, while the study’s summary pointed out: “Our findings indicate that new foci of antivaccine activities are being established in major metropolitan

areas, rendering select cities vulnerable for vaccination-preventable diseases.

As noted by the recent experience in

As noted by the recent experience in Anaheim, California, low vaccination rates resulted in a measles outbreak Anaheim, California, low vaccination rates resulted in a measles outbreak.”

Travellers heading to areas where such diseases are more prevalent are

Tool to stop disease outbreaks Researchers from the University of Queensland have worked with colleagues in Brazil to develop a cheap and effective tool that could save lives by helping health authorities to target mosquitoes infected with Zika virus The team found that near infrared spectroscopy (NIRS) was 18 times faster and 110 times cheaper than the current detection method. “We can quickly identify mosquitoes that are infected with Zika virus so public health authorities can treat affected areas before the disease spreads to humans,” said Dr Maggy Sikulu-Lord of the Queensland Alliance for Agriculture and Food Innovation. “This is definitely going to be a game-changer in disease surveillance, especially in the prediction of disease outbreaks. It only involves shining a beam of light onto mosquitoes and using that information to

advised to check their own vaccination status, and keep abreast of health warnings posted by local authorities.

According to a new national public opinion survey commissioned by Research!America and the American Society for Microbiology, 95 per cent of Americans think infectious and emerging diseases facing other countries will pose a ‘major’ or ‘minor’ threat to the US in the next few years.

Over half of those surveyed (61 per cent) said that they are confident the federal government can prevent a

major infectious disease outbreak, 89 per cent said the government should fund international programmes on the surveillance and detection of infectious disease outbreaks, and 70 per cent said the government should do more to educate the public about global disease outbreaks and their risk to the US. “The findings indicate that many Americans are unaware of the cuttingedge research and public health strategies to protect citizens against deadly epidemics like Ebola,” said Mary Woolley, President and CEO, Research!America. “With the recent Ebola outbreak in the Democratic Republic of Congo, it is essential for all stakeholders, from government to industry, to educate the public about efforts to prevent and contain threats to the health, safety and economic security of Americans and individuals worldwide.”

Regarding vaccination, 71 per cent of respondents said that it is ‘very important’ to have their children vaccinated, compared to 82 per cent in 2008. Over half of respondents (53 per cent) said that they didn’t get the flu vaccine during the last flu season and 45 per cent said the public doesn’t receive enough information from doctors about vaccinations.

More E.coli cases in the US

determine if the mosquito is infected.”

The researchers said that they hope public health authorities will use NIRS to predict future disease outbreaks and save lives by treating mosquito populations in time. They also said that while they don’t think the

We can quickly identify mosquitoes that are infected with Zika virus so public health authorities can treat affected areas before the disease spreads to humans technology will eradicate diseases, it will give researchers the ability to detect them quickly so that outbreaks can be stopped.

The technology has been shown to have a 94 to 99-per-cent accuracy rate in identifying infected mosquitoes under laboratory conditions in Brazil.

According to the most recent report from the US Centers from Disease Control and Prevention (CDC), 25 more people have become ill from E. coli infections linked to romaine lettuce since the previous update on 16 May. The CDC said that three more states – Arkansas, North Carolina and Oklahoma – have reported ill people and four more deaths have been reported: one in Arkansas, two in Minnesota and one in New York.

Reportedly, most of the people who recently became ill ate romaine lettuce when lettuce from the Yuma growing region was likely still available in stores, restaurants, or in people’s homes. The CDC said that some people who became sick did not report

eating romaine lettuce but had contact with someone else who got sick from eating it.

Advice to travellers is that if they have symptoms of an E. coli infection, they should take action and talk to their healthcare provider. They are also advised to wash hands regularly, especially after visiting the bathroom, before and after preparing or eating food, and after contact with animals.

The CDC said that state and local health officials are continuing to interview ill people about the food they ate and other exposures they had before they became ill. Eighty-nine per cent of the 158 people interviewed reported eating romaine lettuce in the week before they fell ill. The investigation is ongoing, and the CDC will provide more information as it becomes available.

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REVIEW In June, ITIC headed Down Under for its first ever conference in Sydney. Delegates and speakers at the three-day event enjoyed a warm Aussie welcome, insightful presentations and forums, and great networking opportunities in a historical venue, and all just steps from the vibrant harbour area. Timed to coincide with the city’s renowned festival of lights and music, Vivid Sydney, it was a dazzling and memorable experience for all.

With thanks to our sponsors:

International Travel & Health Insurance Journal

ITIC REVIEW Day 1 – Conference Session 1

Australian healthcare system Day one of the conference kicked off with a tasty networking breakfast sponsored by Bangkok Dusit Medical Services. Appetite sated, the attendees gathered in a packed conference room for the first session, The Australian healthcare system, presented by Justin Vaughan, Group Executive of nib.

Justin summed up Australian healthcare in two words: “It’s complicated.” He explained that Australian permanent residents have access to free public healthcare supplemented by private health insurance.

Although international visitors can access the system, they may be required to pay upfront for treatment, meaning significant out of pocket expenses can be incurred.

The complexities, he said, include the fact that medical providers were free to charge as much or as little as they wanted, with some charging international customers significantly higher rates. He stressed a local partner was essential to help find appropriate treatment through network access, and to manage cost containment.

Australian healthcare can be summed up in two words: “It’s complicated.”

Day 1 – Conference Session 2

New Zealand healthcare system and the ACC Craig Morrison, Managing Director of Holiday Rescue Travel Insurance, turned delegates’ attention to the New Zealand healthcare system and the ACC (Accident Compensation Corporation). He noted that about 1.4 million people, or 30 per cent of the population, have private health insurance.

In his typically forthright and entertaining presentation, Craig said that although the wheel is acknowledged as the world’s greatest invention, in New Zealand it is in fact the Workers’ Compensation for Accidents Act. He said that the state provides 24-hour, no-fault care for all personal injury. In simple terms, this means that if you suffer an injury in New Zealand, the government will provide medical treatment. For visitors, this includes costs of medical treatment until you are discharged or fit to fly back home. In return, New Zealanders would give up the right to sue for damages arising from personal injury. The benefit of the system is that it de-emphasises the role of lawyers and creates a non-litigious culture with no frivolous lawsuits, virtually no ‘pain and suffering’ penalties, and no ‘ambulance

Day 1 – Conference Session 3

chasing’ lawyers, something Craig said that Americans simply could not comprehend.

The new generation of travellers and how to reach them The next session focused on the new generation of travellers and how to reach them. Jayson Westbury, Chief Executive of the Australian Federation of Travel Agents, said that the key drivers for younger people to travel were: ‘life is too short – so travel’; it forces you to become independent; travel can be cheaper than you think; the chance to make lifelong friends from all over the world; travel may bring out your calling; your body can tolerate things better (as you don’t really know any different); you will have cool photos to share on social media and original authentic stories to tell; and, of course, the ‘bragability’ factor. Jayson also said that the belief that the traditional travel agent is dead is not true, as 86 per cent of travellers still book at least one part of their trip through an agent.

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ITIC REVIEW Day 1 – Conference Session 4

Mental health coverage – progress made, more to be done Following a hosted coffee break with light bites, Dr Michelle Atchison opened the second session, Mental health coverage – progress made, more to be done. Dr Atchison said that around 45 per cent of adults experience a mental health condition during their lifetime, with the highest rate of mental illness affecting 18 to 24-yearolds. She said that the first signs of mental illness often appear in early adulthood, which is when people start to travel.

Although we think of travel as a time for rest and relaxation, she said, planning, the journey itself, adapting to a new travel destination and culture shock can all be extremely stressful. She also explained that some drugs used to treat mental illness are restricted or banned in other countries,

and that time zone changes and jet lag can trigger a psychiatric illness.

Regarding travel insurance, Dr Atchison said that blanket exclusions that lump all mental health conditions together are unfair and reinforce stigma, making people reluctant to disclose or making them feel bad when they make a claim. She said that discriminatory policies posed a legal risk for insurers and that greater transparency and clarity was required. However, she ended by saying that some travel insurers have already removed exclusions while others have made commitments, so progress is being made.

Dr Kim Lai, Senior Medical Officer at World Travel Protection, part of the Cover-More Group, said that in 2015, four million Australians (almost 20 per cent of the

population) experienced a common mental disorder. In the same year, Cover-More began a review of its general exclusion policy relating to mental illness. Reasons given were that many travellers wanted cover, and that the company was building competency to understand the illness (having recently acquired Benestar, which had psychologists and counsellors in its team). In 2017, Cover-More removed mental health as a general exclusion and offered cover for first onset conditions. Dr Lai said that considerations when assessing mental health included ‘has an event, such as the death of a friend or family member, brought on the symptoms’, ‘what is the medication protocol’, and ‘are drugs, prescribed or illegal, affecting the person’s reasoning’.

Day 1 – Conference Session 5

Traveller security – natural disasters and manmade risks A hosted lunch provided an opportunity to discuss the morning’s presentations.

The second session opened with Daniel Pritchard, CEO at Dynamiq, who said that

Traditional kidnappings have decreased but there has been a surge in express kidnappings, virtual kidnappings and cyber extortion he was responsible for the provision of risk management services to more than 8,000 organisations and one million mobile workers across more than 150 countries. He said that while kidnap for a ransom and natural disasters elicit very different responses, they both require effective prevention, preparedness and response strategies.

Daniel pointed out that the cost of natural and manmade disasters was increasing, and organisations need to be prepared.

According to Swiss Re, natural and manmade disasters caused US$136 billion of insured losses in 2017, the third highest total on record, and the 2017 total was more than double the 2016 figure, well above the 10-year average of $58 billion. He added

that, according to the Australian Business Roundtable for Disaster Resilience & Safer Communities, the cost of natural disasters in Australia is forecast to more than double in real terms to $39 billion per year by 2050. Daniel said that while businesses do consider the impact of natural disasters, it is usually with a tailored focus on regional operations. He said that a more mature view is to consider the impact on the up and downstream supply chain and factor in those risks too. However, this still leaves out an important factor which is difficult to quantify from the available data, namely ‘the effect on business of travellers impacted by natural disasters’. Turning to kidnap and ransom, he said there were around 35,000 reported kidnap cases globally per year.

However, the exact number will never be known, as most cases go unreported through fear of police corruption and complicity with kidnap groups.

Daniel added that, globally, kidnap rates were in a constant state of flux, and although traditional kidnappings have decreased, there has been a surge in express kidnappings, virtual kidnappings and cyber extortion.

Daniel stressed that travellers need to understand the key risks relevant to their destination through education and training prior to travel, have access to information to

alert them to changes in the risk environment, have the capability to reach assistance 24/7 in the event of a threat or incident, and, for travellers in risky or hostile location, provide a positive welfare check every 24 hours.

Lisa Hiscock, Crisis Management Underwriter at XL Catlin, then presented a country profile on Burkina Faso in West Africa. She said most foreign visitors to the country were from Australian mining and exploration companies, geologists, charities such as Save the Children, missionaries, and security providers. She said there was a risk that evacuations would be required, and there was a significant threat of kidnap, as well as growing radicalisation among youths in poor suburbs. Lisa gave recent examples, including an attack by gunmen at a restaurant in Ouagadougou in August 2017, in which 19 people were killed, including nine foreigners. She said that Australian Ken Elliot and Romanian national Iulian Ghergut were kidnapped and remain in captivity two years after their kidnappers released videos of them. She said that the costs covered in an insured incident include ransom reimbursement, lost in transit ransom reimbursement, medical costs (including psychiatric care), security and resolution costs, legal liability costs, and public relations costs.

Day 1 – Conference Session 6

Cruise sector growth and assistance challenges The next session turned delegates’ attention to cruise sector growth and assistance challenges. Dr Ali Azhar, Head of International & Technical Operations at AA International Indonesia, opened by saying that Indonesia presented significant challenges due to its size, number of islands and remote locations with limited or no medical facilities. Dr Ali presented case studies including that of an 85-year-old Canadian female with gastrointestinal bleeding, travelling with her 88-year-old husband on a cruise ship near Labuan Bajo. After a two-bag blood transfusion in a local hospital, the patient was transported by air ambulance to hospital in Denpasar, Bali. She remained there

Dispelling the myth that cruise holidays were for ‘newlyweds or the nearly dead’, Anton noted that the average Australian passenger was 49 years old for six days until she was considered fit to fly with wheelchair assistance and no medical escort.

Anton Loeb, Director of Sales at Carnival Cruises, Australia, then provided a few statistics about the cruise market. He said that in 2017, 26.7 million people took a cruise, an increase of 5.3 per cent on 2016, and that Australia was

at the top of the global cruise industry for market penetration with 5.7 per cent (1.34 million) of the population taking an ocean cruise in 2017. Dispelling the myth that cruise holidays were for ‘newlyweds or the nearly dead’, Anton noted that the average Australian passenger was 49 years old, and that they cruised for an average of 9.1 days.

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ITIC REVIEW

Wildlife Tour and preconference registration On the first morning of ITIC APAC, delegates had the opportunity to join a trip, the Sydney Wildlife Tour at the Walkabout Wildlife Park sponsored by AC Global Medical Transports. At the park, they were able to get up close and personal with koalas, kangaroos, snakes and other indigenous wildlife, before returning to the InterContinental Sydney for pre-conference registration.

Pre-conference registration for ITIC APAC was made extra special thanks to New Frontier Group, who provided complimentary bottles of bubbly for attendees

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ITIC REVIEW Day 2 – Conference Session 1

Local partners, local culture After pre-conference coffee and breakfast snacks sponsored by Bangkok Dusit Medical Services, delegates joined the first session of the second day. First up was Dr. Graham Denyer, Chief Medical Officer at First Assistance, who opened with a quote by Dutch social psychologist Geert Hofstede, the man renowned for the Cultural Dimension Theory (aka cultural mapping), which states that ‘culture is the collective programming of the mind which distinguishes the members of one group from another’. Graham went on to give examples of how cultural differences can impede medical treatment for insurance clients. Traditionally, he said, the culture of medicine places doctors at very high status.

Although in western societies this perception

barriers that can make accessing basic of medical information difficult.

He concluded by saying that a ‘one-sizefits-all approach’ is not possible. Rather it is necessary to understand the environment the client is in and be flexible. Graham said that this requires investment in people with skills and knowledge, and is not something that can be expected from call centre staff.

In his presentation about cultural challenges, Santosh Marathe, Chief Operating Officer at Apollo Hospitals, said that problems often encountered included the fact that cultural bias of both care receiver and care provider can interfere with therapeutic relationships. Ethical dilemmas with the lack of participation in care by women and

It is essential to establish strong networks and understand the culture, build in additional financial protection, and manage expectations has changed, he said that in many cultures it is still pervasive, citing Japan as an example.

Here, doctors are high-status individuals, and society is status orientated, which can make the medical system almost impenetrable, and certainly questioning the care being given can be extremely problematic. He also raised the issue of gender roles in certain cultures, noting that they had experienced barriers to women insurance assistance providers. He added that they often found themselves sandwiched between client care, containment of costs, and significant cultural

children can also be an issue. He said that cultural challenges included dietary plans that can have a significant influence on care continuum, co-sleeping for babies, visitor restrictions, and the use of complimentary and alternative therapies. Santosh ended by looking at ways to bridge the cultural divide and suggested communication forums and patient support group activities, family meetings and the availability of educational material, and so on.

Katy Youngman, APAC Regional Manager at Allianz Worldwide Partners, opened with

the oft heard phrase that wherever you travel in the world you will find it is ‘the same but different’. She added that in the world of travel insurance and assistance, it is the ‘difference’ that calls for the knowledge of experienced in-country assistance partners and providers to support decisions and ensure the best outcome for clients. Katy asserted that it was essential to be aware of the differences and mitigate risks as they arise. This could be done by making regular in-country visits and hospital evaluations, partnering with in-country assistance partners, maintaining regular relationships with local assistance partners, and – something that ITIC is renowned for – networking within industry.

Day 2 – Conference Session 2

How to build an app that travel insurance customers will use David Webb, Senior Product Manager at World Nomads, said that the average smartphone user had 100+ apps installed on their phone but only 10 were used daily.

He said that as most people travelled a couple of times a year, a travel insurance app would be a hard sell, pointing out that they would need a compelling reason to not delete the app, and use it every time they travel. Travel is unpredictable, he said.

Furthermore, it is hard to predict when and how customers will engage with an app, but it was important to consider offline capability

– ‘think flight mode’. He said there were pros and cons to building from scratch versus plugging into an ecosystem of solutions that already exists. It is worth asking ‘can we do it better than an existing solution?’

David added that it was important to be clear about the intent and primary purpose of your app, and that it should compliment, not duplicate, the online experience. He concluded by saying: “Put yourself in the shoes of the traveller. Don’t be afraid to experiment. They will tell you when you get it wrong.”

Day 2 – Conference Session 3

Cross-border healthcare provision in Asia Zikai Lui, Head of Benefit Solutions at Martec China, broached the topic of cross-border healthcare provision in Asia. He said that the latest big data survey found that use of information (including big data and analytics) by 74 per cent of insurance companies is creating a competitive advantage for their organisations. He added that more and more insurance companies will come to realise the value of effectively managing and analysing the rapidly increasing volume, velocity and variety of new and existing data.

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ITIC REVIEW

Welcome Reception The conference was officially opened in typically effusive style at the ITIC Sydney Welcome Reception, sponsored by nib, one of Australia's fastest growing health and medical insurance companies. At the sparkling event at The IVY Sunroom, ITIC attendees old and new enjoyed lively conversation, local wines and beers complimented by delicious gourmet canapés, and live music.

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ITIC REVIEW Day 2 – Conference Session 4

Providing assistance services in China The last session before a hosted networking lunch presented a trio of case studies about providing assistance services in China.

Nicholas Ginnever, Director of Operations at Flight Medic UK Ltd, highlighted the case of a cash paying individual who travelled regularly from the UK to mainland China for business.

The 56-year-old male experienced abdominal pain and dizziness and collapsed at the gate while waiting to board a domestic flight within China. Nicholas said that the challenges for care and repatriation were visa applications for the medical team, a treatment plan and assessing fitness to fly, intelligence for ground travel options, ticket delays, and operating in a country where there is little use of the Roman alphabet. Issues were resolved with lessons learned.

Nicholas said it is essential to establish a strong network and understand the culture, build in additional financial protection, and manage expectations. As a result, Flight

Medic UK Ltd has now established links with a Chinese assistance company with due diligence conducted. It also sent its UK team on a 10-day visit to China for ‘cultural immersion’.

Bhummikitti Ruktaenggam, Assistant Hospital Director at Bangkok Hospital Phuket, highlighted issues that Thailand faced due to an influx of Chinese tourists. He said that currently, limited medical costs were only covered by tour operators, adding that there is no awareness of individual travel insurance among Chinese tourists travelling abroad. He recommended that travel insurers join hands with the Chinese Government to ensure basic premium insurance for outbound tourists, and that it should be compulsory.

Graham Williamson, CEO at LIFESUPPORT Air Medical Services, Inc., shared his experiences and lessons learned in China. He said that all travel insurers, major assistance companies and globally active air medical firms will encounter cases in China – both inbound and outbound. Graham said that strategic partnerships, collaborations, networks and teamwork were therefore key to achieving successful outcomes, and stressed that working alone is not the best practice in complex circumstances, and that the volumes, complexities and demands will continue to rise. He also noted that cases were expanding out from the traditional centres of Beijing and Shanghai, across China and beyond, and that the further away they were, the more difficult the situation would be.

Following a hosted networking lunch, Judy Mitchell, Marketing Manager at Bangkok

Hospital Dusit Medical Service PCL, and Katy Youngman, APAC Regional Manager at Allianz Worldwide Partners, invited delegates to join a provider network forum, the last session of the conference. Participants enjoyed a lively discussion and shared personal experiences on a number of topics such as online portals versus GOPs, billing and payment, and how

Strategic partnerships, collaborations, networks and teamwork are key to achieving successful outcomes it can help relations between payers and providers. They then moved onto discuss managing quality versus managing costs: how can they co-exist?

Networking ITIC events provide unparalleled opportunities to network with industry peers. ITIC APAC is no exception, and this year saw record numbers of attendees come together to meet potential new clients and forge new professional relationships in a variety of business and social settings.

The Bangkok Dusit Medical Services (BDMS) Networking Lounge offered a useful space for attendees to host meetings, and the company also provided preconference breakfast on each of the conference days.

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ITIC REVIEW

Exhibition Hall Companies from a wide rage of industry sectors filled the ITIC APAC Exhibition Hall to give attendees an insight into their products and services. Thank you to table-top exhibitors for sponsoring the networking breaks.

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ITIC REVIEW

Farewell Cruise The conference ended with the fabulous ITIC Sydney Farewell Dinner and Cruise around Sydney harbour. More than 200 delegates enjoyed a memorable evening, taking in the Vivid Sydney lightshow from the luxury boat’s mezzanine deck, followed by a gourmet wine dinner and entertainment from a talented band.

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FEATURE

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FEATURE

Wordperfect cover for the US? Continuing concern about ever-increasing healthcare bills in the US has focused attention on the importance of crafting precise policy terms and conditions that, while meeting the needs and expectations of foreign travellers, build in a brake on costs for assistance operators and insurers. David Kernek reports

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FEATURE

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hat’s in a word? Almost everything when it comes to writing a travel policy, insists Dr Cai Glushak, International Medical Director at AXA Assistance USA, who contrasts the T&Cs found in the health cover policies bought by Americans with those for travellers heading to the US. “I’m a US citizen and emergency physician who experiences all sides of the equation – using health services, providing medical care, and working to effect cost control and responsible assistance on behalf of insurance clients. So I know that on a very palpable level, Americans have learned from our environment; tight private insurance conditions have modified our behaviour, and we live with limited choices,” he said. It is ‘virtually impossible’ to find a private health insurance policy that allows a totally free choice of medical providers without any cost sharing with the consumer, said Dr Glushak: “Typically, if I choose to go out of network, I am obligated to pay 20 to 40 per cent of the charges. This certainly makes me think twice about whom I choose to see. When I decide on the emergency room I will use, I choose one that is in-network; otherwise I risk taking on thousands of dollars in charges that will constitute my percentage of the bill.

Americans no longer go to just any provider without first checking whether they are in network. Why don’t we do this in the travel insurance industry?”

Reasonable expectations One answer, he suggests, might be market forces: “Clearly, competition to offer consumer-friendly choices with minimal restrictions has driven insurers in some markets to strip policies of key consumer obligations that would allow us to impose network preferences and responsible behaviour. On the other hand, given all the attention and frustration consumers express about pre-existing medical restrictions, screening and other exclusionary conditions, mightn’t it be more palatable to apply reasonable provider network conditions that apply to all insureds?”

In Dr Glushak’s experience, the number and size of claims that end up being rejected for typical UK policies, in which the burden of proof regarding a pre-existing condition is generally quite high, represents a very small percentage of cases. “But if our policies had heftier co-pays – say 20 per cent or higher – for going out-of-network for other than lifethreatening conditions, paired with a strong

‘phone first’ requirement that would give us the opportunity to direct patients to preferred providers, I could negotiate considerable discounts in currently highly resistant provider markets that would apply to all insureds, not just the few that we end up excluding.”

Glushak summarises some of the growing challenges insurers and assistance companies are facing: • Medical costs will continue to rise, proportionate to the usage by insured travellers and the rise of the middle and privileged classes in emerging countries.

• While there are many legitimate providers of high quality, ambitious providers will continue to target dependable payers.

• Travel providers will become ever more sophisticated and educated in our insurance behaviours to maximise their revenues and strategies to spend our funds.

• Competition among insurers will impede initiatives to impose reasonable expectations on insured travellers … instead of enforcing reasonable conditions for coverage at the risk of being a less attractive policy, they will avoid impositions on the traveller and thus remain obligated to pay any charges the provider decides to levy.

• We will continue not to be smart, and not engage the consumer at the earliest possible point of contact to encourage responsible behaviour.

“The only weapons insurers have,” he says, “are their assistance network negotiators and, more importantly, their T&Cs. We all like to service policies that respond to the needs of patients. However, we are only as good as the T&Cs and rely entirely on policy wording that empowers us to take cost-effective measures and ensures excellent care while compelling responsible behaviour from the provider and

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Give us the teeth we need and we will deliver excellent service and acceptable costs the customer.”

What is needed are T&Cs with some teeth, says Dr Glushak, which means: clear wording obligating the customer or family to contact the assistance company before seeking medical care unless they are facing a lifethreatening emergency and at the earliest point possible in their care, always before accepting admission; reasonable provider

network conditions that incentivise or require use of the approved medical network; clear wording that failure to communicate and follow the instructions of the assistance organisation will or might result in the annulment of benefits.

In return, he says, insurers can expect from assistance companies: • First contact practices that engage the customer on the first call and make further requirements for coverage crystal clear: their obligation to communicate when they need approval before going any further.

• Medical network direction – patient steering – from the very first contact to our preferred providers.

• Meticulous documentation – preferably recordings – of communication attempts and conversations.

• Early intervention by assistance medical staff to discuss and, if necessary, dispute the necessity of the treatment plan, including admission.

“With these weapons, there would be aggressive negotiation with local providers who will know we have real control over payment approvals,” Dr Glushak told ITIJ. “Let’s start taking real measures to rein in our costs to reasonable levels. Give us the teeth we need, and we will deliver excellent service and acceptable costs.”

One step ahead At assistance and cost management company GMMI in Florida, President Raija Itzchaki agrees that policy wording and US travel adds up to a problem. “Absolutely.

Travel policies are often written broadly, without the required specifics of the healthcare system of the destination country.

In the case of the US, where healthcare is notoriously expensive, this can create problems. While there are effective methods to cost contain medical treatment received by

the travellers, our strategy is to recommend to clients that they should be as proactive as possible prior to the member’s departure.

Establishing a clear set of policy terms and guidelines from the start can help to lay out the framework for success in controlling healthcare costs.”

Policy wording, she told ITIJ, can be tailored to tackle American healthcare cost drivers, while maintaining the coverage expectations of insurers and their customers. “The key to this is directed care. While it is important to direct patients to in-network medical professionals, directing patients to the right level of care is even more important.

Whenever possible, the most effective way to influence member behaviour is to create incentives or penalties. Examples of this could be the application of an excess/ deductible for out of network provider use or for an inappropriate level of care – such as Emergency Room treatment for a cold – or waiving a deductible for contacting the alarm centre first in order to be directed to the appropriate course of care.”

Another aspect of important policy language pertains to strong and clear subrogation and co-ordination of benefits clauses, said Itzchaki: these are of great importance within the US market for a complete and comprehensive cost containment solution.

GMMI provides a tactical approach to cost containment through co-ordination of benefits and recovery services, supported by our inhouse legal counsel, to reduce costs.”

However, how can travellers be guided, when they become patients, to network providers?

Itzchaki says that her company tackles what it calls ‘patient steerage’ at different instances during the member’s journey. It often refers to patient education tools that are deployed to enhance and address the complexity of policy documents. Some of its solutions involve technologies that allow it to

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FEATURE tailor contact information for multiple digital platforms, then send the data to its clients’ members. “This allows us to communicate clear information, such as provider lookup links, or relay policy and coverage information,” said Itzchaki, “These digital solutions not only improve the member’s experience through ease of access, but also encourage a higher rate of in-network patient self-steering.” The idea is to impact the decision-making process for the member ahead of the medical episode. “This is now bringing the cost containment process full circle by proactively guiding and allowing members to access the right care without delaying urgently needed treatment. The right level of care at the right time, at the right place for the right cost will result in the right outcome!” stated Itzchaki.

She flags up pre-existing conditions as a problem area in which cover wording needs to be tightened, however. “We often observe loosely written policy language when it comes to defining pre-existing conditions.

What constitutes a pre-existing condition often differs from policy to policy. Good policy wording leaves little room for interpretation and allows all parties involved to have a mutual understanding of what the coverage is and that the exclusions are.”

It is possible to provide policy wording that is clear and understandable to all of the involved parties, she says – an idea that goes back to tailoring the policy verbiage to the healthcare system in the destination country.

“This can also present an opportunity in which global travel insurers, assistance and cost containment sectors can collaborate effectively to reduce overseas costs,” said Itzchaki.

Reasonable definitions The pivotal significance of policy wording was also highlighted by Global Excel’s general counsel, Paul Reed. It is, he says, the primary document forming the insurance contract between travellers and insurers.

“It is where we must turn to answer questions about the scope of benefits and exclusions, as well as many other terms and conditions,” he told ITIJ, adding that normally a contract does not affect third parties, but in travel insurance, the benefits are often paid to third parties – usually medical providers – on behalf of the traveller. “These third parties have an interest in the policy, and when

they are American hospitals, their position is usually that they are entitled to payment of 100 per cent of their billed charges up to the maximum coverage provided by the policy,” he said. “They argue that an insurer must pay the billed amount, or accept whatever discount the hospital might be offering, even when the charges exceed the hospital’s average reimbursement rate by many multiples.”

Insurers, however, intend to cover only the reasonable expenses incurred by their insureds, continues Reed: policy wording should thus be used to spell out this intent.

“Is the term ‘reasonable expenses’ defined?

It should be. We like it to be based on a verifiable benchmark such as Medicare. A corresponding exclusion for charges that exceed the reasonable value of the services or supplies is further reinforcement of this intent,” he told ITIJ. To help ensure that directional care and case management measures can be effective, Reed says, policies ought to include provisions detailing the consequences of failing to call the designated assistance provider as soon as possible, along with benefit differentials between providers in and out of networks.

“Finally,” adds Reed, “a forum selection provision is highly recommended. Policies generally indicate that they are governed by the laws of the jurisdiction in which they were

‘Is the term reasonable expenses defined? It should be.’ issued. This is known as a governing law clause, and it is important. Forum selection goes a step further and designates the forum to which a dispute must be brought. It can be the courts of the jurisdiction where the policy was sold, or it could be an arbitration venue.

Either way, it is useful for this to be someplace other than the American hospital’s backyard!”

Not so small print Christian Deloughery, CEO of Dubai-based Assistance Group Menasa, finds the arguments for tighter wording in policies for US travel less than convincing. “It’s naïve to think that in emergencies the problem can be tackled through the wording. When you are sick and you need assistance, what happens in reality is that the patient would go or be

taken to the nearest hospital, and we would be contacted once he or she is there. In many cases, the policyholder will be in a hospital that’s not within the assistance company’s network. Then we have to find out whether the hospital will accept your terms of payment or not.”

He says policy wording is not a problem peculiar to travel cover for US-bound customers. “It’s general; I wouldn’t narrow it down only to the US. The biggest first hurdle to overcome is always to determine whether the patient has pre-existing conditions. Once you have a case, it’s vital for the policyholder and the insurer to have a medical assessment, and that will determine if there’s existing pre-condition.

It’s naïve to think that in emergencies the problem can be tackled through the wording That first examination will always be covered, because it has to be covered, whether it’s in an approved network hospital or not. From thereon, it could become difficult if there’s an existing pre-condition, because most insurers would refuse coverage for any future treatment, and of course that is a major factor in the US, where healthcare is very expensive.

The factor that puts the spotlight specifically on travel in America is not so much policy wording but the cost of healthcare there, and that’s why premiums for cover there are more expensive.”

Deloughery is skeptical, too, about the argument for policy wording that would in a dispute be sufficiently comprehensible to all parties – travellers, medics, administrators, lawyers, and the judges or regulators making a decision on a rejected claim.

“Wording of that kind could double the length of the small print that nobody would read, and policy summaries would also be much longer and complicated," he said.

"Insurance policies are already complicated.

Of course, we ought to read everything, but in our busy lives we just don’t read the small print, especially when cover is being bought online. My opinion on that is that it would not in emergencies prevent people going to hospitals outside the network. It would look after the interests of underwriters and insurance companies, but certainly not those of policyholders, and it wouldn’t necessarily help to reduce costs.”

It would, he suggests, be of little if any help to customers in the Middle East.

“Many of the people travelling from this part of the world to, say, Schengen zone countries, do not look at travel insurance as something from which they might benefit.

They see it as a mandatory requirement of governments in the Schengen area; to get a visa, they must have travel insurance.

The travel cover is just a means to obtain a visa, and very seldom do they read the policy wording.”

That, then, guides us to the unanswered question. Tighter policy wording would help assistance and insurance companies to curb medical costs in the US, but could that be achieved without yet more fine print in policies that are already averaging 29,392 words and taking, for buyers who have the time and resilience, 88 minutes to read, if not comprehend? Probably not; but it would certainly protect insurers’ bottom line to the extent that they could continue to offer affordable comprehensive cover for travellers to the US. Giving assistance providers the power to negotiate optimum cost savings on their behalf through more explicit policy wording around networked hospitals and patient steering, insurers are practising one of the most effective forms of cost control available to them when it comes to coverage for the US. ■

42 EDITOR SIGN.

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PAGE UPDATE

SERVICE DIRECTORY SERVICE DIRECTORY

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

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

ADDITIONAL BUSINESS CLASSIFICATION HEADINGS AVAILABLE ON REQUEST

AVAILABLE ONLINE itij.com/service-directory

43

SERVICE DIRECTORY

Ace Air & Ambulance (Pvt) Ltd.

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

tel: tel:

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

email: website:

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

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

Awesome Air Evac

AIR AMBULANCE (EUROPE) (ASIA-PACIFIC)

AIR AMBULANCE (AFRICA)

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

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

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

mob: 24/7 tel:

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

email: website:

AIRLEC Air Espace

Shane Marais – General Manager

Paul Tiba – Managing Director

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

Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

tel:

+27 11 430 1777

email: website:

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

24Hr tel: fax:

rescue@awesomeairevac.com www.awesomeairevac.com

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

email: website:

Capital Air Ambulance

ER24 24/7 Flight Desk

Lisa Humphries – Sales Director

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

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

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

email: website:

Dr Jean-Philippe MATTEI – Medical Director

Mr Nick Simon – Business Development Manager

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

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

tel: fax:

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

email: website:

tel: fax:

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

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

privaterepats@cegagroup.com cegagroup.com

email: website:

DRF Luftrettung / German Air Rescue

AirMed Australia Matthew Kline & Mark Wardrop – Executive Directors

Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

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

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

24h tel: fax:

+49 7007 3010 +49 7007 3119

email: website:

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

EURO LINK GmbH

Alia MedFlight Scott Everson – Vice President

Dr. Friedrich Renner – Medical Director

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

Allgemeine Luftfahrt, D -85356 München Flughafen, GERMANY

tel: fax:

602-800-7070 855-831-5092

email: website:

tel: fax:

ops@aliamedflight.com www.aliamedflight.com

+49 89 6137 2103 +49 89 6137 2106

email: website:

info@flyeurolink.de www.FlyEuroLink.de

European Air Ambulance

Asia Air Ambulance Mr. Toranit Sripal – Managing Director

Patrick Schomaker – Director Sales & Marketing

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

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

+352 26 26 00 +352 26 26 01

email: website:

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

FAI – rent-a-jet AG

EDS AVIATION PTE LTD

AVIATION

+44 845 055 2828 +44 1392 350 039

CEGA Group

Medic’Air International

(ASIA-PACIFIC)

Medical Wings

Shik – Managing Director

Volker Lemke – Director Sales and Marketing CSO

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

Flughafenstasse. 124; 90411 Nuremberg; GERMANY

tel: fax:

+65 9836 3265 +65 6846 9542

email: website:

tel: fax:

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

+49 911 36009 31 +49 911 36009 59

email: website:

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

GlobalMed International

Flying Doctors Asia Prithpal Singh – CEO , Director

Gert Muurling – CEO & Medical Director

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

Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

+65 6483 5412 +65 6734 1338

tel: fax:

email: website:

tel: fax:

prithpal@flyingdoctorsasia.com www.flyingdoctorsasia.com

+49 6742 897 425 +49 3212 100 5018

email: website:

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

Jet Executive International Charter

LifeFlight

Irena Dimitrijevic – Marketing & Sales

Peter Elliott – Fixed Wing Operations Manager

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

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

+61 7 5553 5955 +61 7 5553 5965

email: website:

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

JOIN JET

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

Carsten Vistisen – General Manager

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

Cumulusvej 10, 7190 Billund, DENMARK

tel: fax:

+86 2163 558289 +86 2163 558285

email: website:

24hr tel: fax:

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

44

+45 701 040 90 +45 701 040 90

email: website:

ems@joinjet.com www.joinjet.com

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

Malteser Service Center

(NORTH AMERICA)

AIR AMBULANCE (EUROPE)

SERVICE DIRECTORY

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

tel: fax:

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

email: website:

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

tel: fax:

email: website:

Mike Honeycutt – President

Jet icu

2561 Rescue Way, Brooksville, FL 34604, USA

When Experience Matters.

tel: fax:

+1 352 796 2540 +1 352 796 2549

ops@jeticu.com www.jeticu.com

email: website:

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

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

tel:

North Flying a/s

+1 786 619 1268

email: website:

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

REVA Inc Jesper Kragelund – Sales Manager

Stuart Hayman – CEO

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

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

Quick Air Jet Charter GmbH

Skyservice Air Ambulance

Philipp Schneider – Account Manager

David Ewing – Senior Vice President, Global Markets

Hangar 3, Cologne Airport, 51147 Cologne, GERMANY

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

ops@quickair.de www.quickair.de

email: website:

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

tel: fax:

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

email: website:

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

tel: fax:

taa@taa.at www.taa.at

email: website:

ASSISTANCE COMPANIES (AFRICA)

+49 2203 955 700 +49 2203 955 7020

tel: fax:

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

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

+254 20 6000 090 +254 20 344 170

emergency@flydoc.org www.flydoc.org

email: website:

CONNEX Assistance

AC Global Medical Transports

Milan Floribus – President

Dr Helmy El Tanahy – CEO

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

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

+1 858 437 5131 +1 858 408 7856

tel: fax:

email: website:

milanfloribus@gmail.com acglobalmedicaltransports.com

tel: fax:

Aeromedevac Air Ambulance

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

email: website:

Raul Mendoza – President / CEO 3404 Bonita Rd, Chula Vista, Ca. 91910, USA +1 619 754-6755 +1 619 330 4551

email: website:

info@aeiamericas.com www.aeiamericas.com

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

602-800-7070 855-831-5092

email: website:

PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA

awilliams@aeromedevac.com www.aeromedevac.com

AirEvac International

tel: fax:

alarm@connexassistance.com www.connexassistance.com

email: website:

Brenda Durow – General Manager - Assistance

Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA toll free: fax:

+202 3 336 0005 +202 3 762 0003

Medical Services Organisation (MSO)

Adam Williams – President

ops@aliamedflight.com www.aliamedflight.com

tel: fax:

ASSISTANCE COMPANIES (ASIA-PACIFIC)

AIR AMBULANCE (NORTH AMERICA)

JET ICU

CEGA Group

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

24hr email: website:

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

AA International Sharon Tan – Director ASIA tel: fax:

+603 7965 3883 +603 7629 8288

email: website:

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

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

ASIAN TRAVEL AND MEDICAL SERVICES Mr Nick Simon – Business Development Manager

Rahul Gupta – Sr. Manager - International Business

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

131/1 , PICNIC GARDEN ROAD , KOLKATA - 700039 , INDIA

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

tel: fax:

email: website:

privaterepats@cegagroup.com cegagroup.com

tel: fax:

Global Jetcare, Inc.

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

contact the sales department now:

15421 Technology Dr. Brooksville, FL 34604, USA +1 352 799 7771 +1 352 799 7776

email: website:

To have your company listed in our service directory

Bart Gray – President

tel: fax:

0091-9836309173 033-23440170

email: website:

bart@globaljetcare.com www.globaljetcare.com

sales@itij.com or telephone: +44 (0)117 925 51 51 (opt.1) 45

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

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

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

tel:

email: website:

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

ASSISTANCE COMPANIES (ASIA-PACIFIC)

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

Global MediCALL Assistance Sridhar K – Chief Operations Officer MALAYSIA

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

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

email: website:

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

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

+95 979 584 3944

marketing@globalmedicallassistance.com

email:

Dr Nino Susanto – Operational Director

Ilhom Sadikov – Business Development Manager tel:

+6 03 3359 6969 +6 03 3359 6161

tel: fax:

MEDIKA PLAZA

AP Companies UZBEKISTAN

(EUROPE)

ASSISTANCE COMPANIES (ASIA-PACIFIC)

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

email: website:

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

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

+49 89 7676 2912 +49 89 7676 8912

email: website:

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

AIG Travel

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

Sally Waithe – General Manager, AIG Travel EMEA

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

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

tel:

+63 999 878 6990

email: website:

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

AP Companies

Asian Assistance – Thailand Susanne Mørch – Director

Natalya Butakova – Business Development Manager

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

+66 2 056 1800

email: website:

17 Varshavskoye Shosse, Moscow 117105, RUSSIA

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

tel: fax:

Asian Assistance – Vietnam

email: website:

Via Torino, 2 20123 Milano, ITALY

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

tel: fax:

BrightCare Assist

tel: tel:

email: website:

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

Antonio Magliocca – Medical Director

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

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

EMA Global Pte Ltd

+39 0823 966 694 +39 0823 966 694

email: website:

info@assistenzamedicah24.it www.medicalassistanceh24.com

CNAS

Dexter Tan – Business Development Director

Carole Luisy – Managing Director

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

80 rue des alliés, 38100, Grenoble, FRANCE

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

tel: fax:

Global Assistance & Healthcare

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

email: website:

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

DRF Luftrettung / German Air Rescue

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

Dr. Peter Huber – CEO

German Air Rescue – Claim-Variante rot / schwarz

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

Global Assistance Partners Co.,Ltd.

24h tel: fax:

+49 7007 3010 +49 7007 3119

email: website:

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

DRK Assistance

Gna KH CHUNG – CEO

Andreas Speich – Managing Director

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

+38044 251 28 11 +38044 239 90 56

BMC HEALTH SOLUTIONS 24hr Medical Assistance

Anthony Decoste – President

tel: fax:

operations@argosassistance.com www.argosassistance.com

Str. Sholudenko 3, 04116 Kiev, UKRAINE

CareJet Assist

email: website:

email: website:

Andrey ZIMIN – Director

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

+65 6753 9133 +65 6244 0030

+39 027 254 6325 +39 069 933 5053

AU International Service / ASSIST UKRAINE

Gloria Lee Carmen V. Matti – CEO

tel:

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

Marco Rinalducci – Claims & Administration Director

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

email: website:

Argos Assistance Srl

Nick Wongkuan – Director of Finance and Business Development

tel:

+7 495 989 1120 +7 495 989 1130

email: website:

Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

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

tel: fax:

46

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

email: website:

info@drkassistance.com www.drkassistance.com

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

Dr. Hany Benyamen – CEO Av. del General Perón, 25 . Planta 10 F, 28020 Madrid, SPAIN +34 910 602 414 +20 100 6222 910

tel: tel:

email: website:

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

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

ASSISTANCE COMPANIES (EUROPE)

EgyCross Assistance

Global Assistance a.s.

Ing. Marek Jaroš – General Manager

Denise Rogers – Network Manager C/Porto Pi, 8. 07015 Palma de Mallorca SPAIN +34 971 919 244 +34 971 919 255

tel: fax:

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

email: website:

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

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

Dopraváku 749/3, 18400 Prague 8, CZECH REPUBLIC tel: fax:

MRI Assist

Savitar Group Ltd.

+420 266 799 770 +420 266 799 797

ops@1220.cz www.1220.cz

email: website:

Global Voyager Assistance - Black Sea

Semesur Assistance

Oxana Razorenova – General Manager

Eugenio Crenes – General Manager

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

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

tel: fax:

+38 048 7373 441 +38 048 7373 442

email: website:

+34 911 010 470 +34 902 001 410

tel: fax:

gmbs@gvassistance.com www.gvassistance.com

Global Voyager Assistance - Russia

email: website:

Jane Hegeler – Managing Director

PO Box II, 125124 Moscow, RUSSIA

54 Melita Street, Valetta, VLT 1122, MALTA

tel: fax:

info@semesur.com www.semesur.com

Tangiers International

Costas Danilenko – CEO

+7 495 775 0999 +7 495 775 0998

cdanilenko@gvassistance.com www.gvassistance.com

email: website:

+356 277 800 16 +356 2720 5500

tel: fax:

IFRA Assistance GmbH – Austria

email: website:

info@tangiersinternational.com www.tangiersinternational.com

TBS Team 24 d.o.o

Mr. Christian Steindl M.D. – CEO

Edvard Hojnik – General Manger

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

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

tel: fax:

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

email: website:

office@ifra.at www.ifra.at

+386 2616 5819 +386 2618 5800

tel: fax:

Inchcape Medical & Assistance Services

email: website:

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

Tyrol Air Ambulance

Mara Mytilineou – Operations Manager

Manfred Helldoppler – Managing Director

3, Agiou Dionysiou street, 18545 Piraeus, GREECE

Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA

tel: fax:

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

email: website:

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

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

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

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

email: website:

taa@taa.at www.taa.at

CONNEX Assistance JLT Lara Helmi – International Network Director #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

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

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

+43 512 22422 100 +43 512 288 888

tel: fax:

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

(MIDDLE EAST)

(EUROPE)

ASSISTANCE COMPANIES

SERVICE DIRECTORY

email: website:

tissinki@interamerican.gr www.interamerican.gr

Malteser Service Center

GORAL ASSISTANCE LTD

Johannes Hoischen – International Network and Repatriation

Marcel Kadoche – International Network and Development Manager

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

tel: fax:

+49 221 98 22 9333 +49 40 694597 61339

email: website:

tel: fax:

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

Marm Assistance

+972 9 9579930 +972 9 9579931

email: website:

info@goralassist.com www.goralassist.com

IRAN ASSISTANCE

Mahmut Kadirbeyoglu – CEO

Ashkan Lahiji – International Network Manager

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

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

tel: fax:

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

email: website:

tel: fax:

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

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

email: website:

operation@iranassistance.com www.iranassistance.com

SWAN INTERNATIONAL ASSISTANCE – MUTUAL CARE

Medicall AG Markus Detel – Manager International Network

Mr. Joseph Akiki – CEO

Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND

P.O. Box 2265 Jounieh, Lebanon

tel:

+41 44 655 16 67

email: website:

tel 24/7: fax:

mservices@medicall.ch www.medicall.ch

47

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

email: website:

request@swanassistance.com www.swanassistance.com

SERVICE DIRECTORY

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

+519 945 8256 ext.4111 +519 251 5165

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

email: website:

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

+1 715 295 9105

email: website:

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

CLAIMS MANAGEMENT

ASSISTANCE COMPANIES (NORTH AMERICA)

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

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

tkat@tugo.com www.tugo.com

email: website:

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

Global Assistance & Healthcare

ASSIST CARD Federico Tarling – Chief Service Officer

Alain Durand – President Director

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

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

CanAssistance

Global Excel Management John Spears – VP Business Development & Marketing

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

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

+1 819 566 8833 +1 819 566 8447

corpinfo@globalexcel.com www.globalexcel.com

email: website:

Intana Global

GORAL ASSISTANCE CANADA INC. David Ohayon – Local Manager

Denise Groom – Head of Commercial

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

6 Devonshire Square, London EC2M 4YE, UK

tel: fax:

+1 514 448 1343 +1 514 448 1835

email: website:

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

email: website:

info@goralassist.ca www.goralassist.com

New Frontier Group

MD ABROAD Ignacio C. Marquez – COO

Gitte Bach – President and CEO

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

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

tel: fax:

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

email: website:

tel: fax:

operations@mdabroad.com www.mdabroad.com

+1 949 429 7130 +1 949 666 6520

Bach@NewFrontierGroup.com www.newfrontiergroup.com

email: website:

Star Healthcare Network, Inc.

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

Gigi Galen Grobstein – President

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

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

tel: fax:

+1 786 888 6792 +1 786 551 0763

email: website:

khaber@sunmedint.net www.sunmedint.net

tel: fax:

TMCA Group Corp

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

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

email: website:

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

Crystal@tmcatravel.com www.tmcatravel.com

corpinfo@globalexcel.com www.globalexcel.com

COST CONTAINMENT (AFRICA)

+1 646 398 9021 +1 646 398 9025

To have your company listed in our service directory

tel: fax:

email: website:

contact the sales department now:

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

+ 1 914 358 9121 + 1 914 358 9206

To have your company listed in our service directory

Crystal Wharton – President

New Frontier Group

(EUROPE)

CATASTROPHIC CLAIMS SPECIALISTS

+1 604 303 2113 +1 604 276 4593

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

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

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

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

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

24hr email: website:

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

+7 495 989 1120 +7 495 989 1130

email: website:

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

ChargeCare International

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

Mary-Jo McDonald (MJ) – Managing Director

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

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

tel: fax:

+1 604 241 9639 +1 604 241 0733

email: website:

shaun@plotkinconsulting.com www.plotkinconsulting.com

tel: fax:

48

+44 1865 400 007 +44 845 003 1351

email: website:

contact@chargecare.net www.chargecare.net

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

(NORTH AMERICA)

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

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

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

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

email: website:

FUNERAL DIRECTORS

COST CONTAINMENT (EUROPE)

SERVICE DIRECTORY

Global Excel Management

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

tel:

email: website:

office@extremecare.eu www.extremecare.eu

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

tel: fax:

enquiry@flyinghome.com www.flyinghome.com

email: website:

Funeral Home AURIGA Ltd.

John Spears – VP Business Development & Marketing

Helena Sulikova – Chief of International Department

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

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

+1 819 566 8833 +1 819 566 8447

tel: fax:

corpinfo@globalexcel.com www.globalexcel.com

email: website:

tel: fax:

Global Medical Management

+420 724 257 899 +420 416 732 582

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

email: website:

Funeralia

Raija Itzchaki – COO

Oleg Antoni Milinski – Funeral Director

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

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

+1 954 370 6404 +1 954 370 8613

tel: fax:

info@gmmi.com www.gmmi.com

email: website:

tel:

MD ABROAD

+39 331 109 4168

email: website:

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

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

Cristina Zega – Repatriations Manager

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

Via Clelia, 26 / 28 - 00181 Roma, ITALY

tel: fax:

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

email: website:

operations@mdabroad.com www.mdabroad.com

tel: fax:

New Frontier Group

0039 06 78 40 300 0039 06 78 02 488

email: website:

info@zega.it www.zega.it

G7 Mortuary Shipping - Latin-American Funeral Assistance

Gitte Bach – President and CEO

Christian Correa – Operations Director

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

tel: fax:

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

Bach@NewFrontierGroup.com www.newfrontiergroup.com

email: website:

tel: tel:

Penfield Care

+1 203 343 8111 +57 4 562 1142

email: website:

info@g7ms.com www.g7ms.com

Rowland Brothers International Ltd. Mr Stephen Zatylny – President

Fiona Greenwood – Operations Director

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

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

+1 613 703 9861 +1 819 200 0281

tel: fax:

info@penfieldcare.com www.penfieldcare.com

email: website:

tel: fax:

Plotkin Health Inc – A Subsidiary of MacroHealth LP

+44 20 8684 2324 +44 20 8684 8000

email: website:

info@rowlandbrothersinternational.com www.rowlandbrothersinternational.com

Singapore Casket Company (Pte) Ltd – Worldwide Repatriation

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

Calvin Tang

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

131 Lavender Street, Singapore, 338737, SINGAPORE

+1 604 241 9639 +1 604 241 0733

tel: fax:

shaun@plotkinconsulting.com www.plotkinconsulting.com

email: website:

tel: fax:

GROUND TRANSPORT - MEDICAL

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

tel: fax:

CRITICAL CARE PATIENT TRANSPORT

Extreme Care Repatriation

email: website:

Ggalen@starhealthcarenet.com www.starhealthcarenet.com

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

+352 26 26 00 +352 26 26 01

email: website:

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

Malteser Service Center

+65 6293 4388 +65 6296 5993

email: website:

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

Gateway International EMS

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

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

email: website:

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

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

LifeMed Worldwide

Johannes Hoischen – International Network and Repatriation

24/7 Chauffeured Transportation & Ground Ambulance

Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

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

tel: fax:

+49 221 98 22 9333 +49 40 694597 61339

email: website:

tel:

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

+1-305-501-2009

email: website:

ops@lifemedworldwide.com www.lifemedworldwide.com

One Call Medical Transport

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

24 Hour Worldwide Ground Transports

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

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

49

+1 630 444 2100 +1 630 823 2900

email: email:

ops@ocmt.com www.ocmt.com

SERVICE DIRECTORY

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

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

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

tel: fax:

drirfan@anatoliahospital.com www.anatoliahospital.com

email: email:

Broward Health International Cristina Cardona – Associate Director Business Development 1608 SE 3rd Avenue Suite 502, Ft. Lauderdale, FL 33316, USA +1 954 767 5587 +1 954 888 3874

tel: fax:

email: email:

ccardonarivas@browardhealth.org Sbaig@browardhealth.org

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

tel: fax:

email: website:

MEDICAL ESCORT ON COMMERCIAL AIRLINES

HOSPITALS

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

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

tel: fax:

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

email: website:

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

tel: fax:

Medical Wings

email: website:

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

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

Prime Nursing Care, Inc.

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

24/ 7 tel: fax:

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

email: website:

www.primenursingcare.com contact@primenursingcare.com

PARKVIEW AIR MEDICAL

Luz Saúde SA

Graham Mitchell – President

Eve Jokel, MPH – International Director

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

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

tel: fax:

email: website:

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

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

US tel: EU tel:

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

email: website:

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

MEDICAL PROVIDER

email: website:

UC San Diego Health System International Patient Program

tel: fax:

+1 858 437 5131 +1 858 408 7856

email: website:

milanfloribus@gmail.com acglobalmedicaltransports.com

AirMed Australia

TECHNOLOGY

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

tel: fax:

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

Patrick Schomaker – Director Sales & Marketing

+254 20 6000 090 +254 20 344 170

email: website:

emergency@flydoc.org www.flydoc.org

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

email: website:

+1 (416) 646 6401 ext. 2392

bloder@cambridgefx.com www.cambridgefx.com

Firemelon (Magenta Insurance System)

02895 213 831

email: website:

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

email: website:

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

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

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

contact the sales department now:

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

tel: fax:

To have your company listed in our service directory

European Air Ambulance

24hr tel: fax:

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

tel:

TRAVEL AGENTS

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

Dr Bettina Vadera – Medical Director

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

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

Dr Bettina Vadera – Medical Director

AMREF Flying Doctors

David Corney – Managing Director

Matthew Kline & Mark Wardrop – Executive Directors

AMREF Flying Doctors

info@skycareglobal.com www.skycareglobal.com

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

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

Milan Floribus – President

email: website:

contact the sales department now:

contact the sales department now:

AC Global Medical Transports

+1 727 230 2263 +39 345 461 8122

To have your company listed in our service directory

To have your company listed in our service directory

tel: fax:

repat@parkviewairmedical.com www.parkviewairmedical.com

Stephen Avise – VP of Operations

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

email: website:

SkyCare Global LLC.

Jacquie Schwoerke – Vice President, Sharp GPS

toll free: tel:

1 519 942 8143 1 519 941 4213

tel: fax:

intlpatientservices@luzsaude.pt luzsaude.pt/en

Sharp Global Patient Services

MEDICAL ESCORT ON COMMERCIAL AIRLINES

GlobalMed International

email: website:

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

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

50

ON THE MOVE

Andrew Marcell appointed CEO of reinsurance at Aon Aon recently announced the appointment of Andrew Marcell as CEO of Reinsurance Solutions, with immediate effect. Andrew will take on responsibility for the management and growth of the company’s Reinsurance Solutions business, as part of its ongoing brand transition from Aon Benfield to Aon; he will be based in New York, where

of BPED, taking over from Richard Clifford of Miller.

Rod and Richard will both continue to participate in various LIIBA committees.

“We’re very pleased that Sarah and Steve have agreed to take on these important roles,” said Christopher Croft, Chief Executive of LIIBA. “Both of these committees are heavily involved in the modernisation of the London market so it is vital they continue to progress with their work. I’d also like to thank Rod and Richard for the exceptional jobs they’ve done over the last few years. It’s good to know they’ll continue to play an active part in the life of LIIBA.”

New appointment at JLT Re JLT Reinsurance Brokers Limited (JLT Re) has appointed Todd Burgener as Executive Vice-President. He will be based in Chicago, US, where he will work with healthcare captive clients and prospects

Todd Burgener

Berkshire Hathaway Specialty Insurance has announced that it has appointed Mark Lingafelter as President for the Australasia region.

Mark will take over responsibility for the region from

he will report to Aon plc co-President Eric Andersen.

Having previously served as CEO of Guy Carpenter’s US operations and head of its Global Facultative business, Andrew joined Aon Benfield in 2015 as Head of Strategy.

He was appointed President of Aon Benfield in 2017.

New committee chairs for LIIBA The London and International Insurance Brokers’ Association (LIIBA) has announced that two of its committees have named new chairs. Both of these committees – the Binders, Offslips and Lineslips Team (BOLT) and the Broker Placing and Electronic Development group (BPED) – are, according to LIIBA, ‘actively involved in the modernisation work to make London an easier place to do business, particularly PPL, data standards and data submission’.

Sarah Pepiatt, Delegated Authority Director at Capsicum Delegated Authority, takes over as Chair of BOLT, replacing Rod Joyce of Ed Broking, while Steve Williams, Head of Digital at JLT Specialty, will take on chairship

Berkshire Hathaway appoints Lingafelter

to develop tailored risk transfer solutions that respond to the changing healthcare landscape. Todd previously served as Director of Corporate Insurance at Northwestern Memorial HealthCare; prior to this, he was at Marsh USA. “We are delighted to have Todd join JLT Re, where his expertise in corporate healthcare risk management and global market relationships makes him a great asset to the team,” said Ed Hochberg, CEO of JLT Re (North America).

“I am looking forward to working with the firm’s existing clients, as well as supporting the development of new business relationships,” Todd commented.

“Working together, I am certain that JLT Re will continue to bring unique solutions with a level of focus and service that will be of huge benefit to our clients.”

Chris Colahan, who will be taking over as President of Specialty Insurance for Berkshire Hathaway in the UK and Europe.

Mark will be based out of Berkshire Hathaway’s Sydney office. He most recently served as Chief Underwriting Officer for the Asia Pacific region with QBE Insurance; before that, he served for over a decade as Managing Director of Chubb Insurance Company in Australia.

Mark Lingafelter

Flynn joins DWF International legal business DWF has announced the appointment of partner Adrian Flynn to its office in Dublin. He will work with the insurance team, with a focus on defendant personal injury claims. An expert in personal injury insurance defence litigation and product liability claims, Adrian joins from DAC Beachcroft.

“Adrian will be a real asset to the Dublin office,” said Ross Little, Executive Partner at DWF Dublin, “with his in-depth knowledge of both the local and international claims markets. His expertise in the insurance market will help the practice continue growing across Ireland. I look forward to Adrian joining and helping to strengthen our insurance offering.”

Currently, Ireland’s insurance market is navigating various challenges such as increased competition and, according to DWF, ‘an ever-increasing drive to do more for less’; as a result, legal businesses are

required to innovate, and it is hoped that Adrian’s expertise in machine intelligence and data analytics will help to drive enhanced performance for insurers. He will work closely with DWF’s Connected Services division.

“DWF provides a solid platform on which to expand its offering for local clients with its strong international links, providing more services and, with Adrian Flynn the existing insurance team in Dublin, helping to grow its claims practice,” said Adrian. “Now is the perfect time to disrupt the market and deliver more innovative services for clients, enabling DWF Dublin to continue to make sizeable inroads into the market.”

New UK and Ireland CEO for Allianz Partners Allianz Partners has announced that Tim Tozer will serve as its new CEO for the UK and Ireland. Previously a director at Allianz Partners UK and Ireland (then known as Mondial Assistance) between 2002 and 2004, Tim will rejoin the company in September.

“As a proven, successful business leader, Tim will bring additional credibility and focus to the existing strong and ambitious management teams driving our successful UK and Ireland operations. This is an exciting time for Tim to be returning,” said Ida Luka-Lognoné, CEO of International

Health at Allianz Partners. “Not only have both markets continued to grow their portfolio of extremely successful products and services spanning roadside assistance, warranty, travel insurance and international medical assistance, they have built a wider portfolio of customer care and retention services that exploit Allianz Partners’ global digital capabilities. We look forward to welcoming Tim as Allianz Partners UK and Allianz Partners Ireland continue to develop and deliver innovative, value adding product and service solutions for the assistance and insurance markets.”

Dedicated Account Management Team.

North America and Worldwide.

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