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ESSENTIAL READING FOR TRAVEL INSURANCE INDUSTRY PROFESSIONALS MARCH 2010 • ISSUE 110 Hikes required Less cash, less cover to save sector According to Sqauremouth. carriers to keep the price of travel insurance A travel insurance provider in the UK has said com, travel insurance in the US premiums down last year, this meant customers paid the industry must raise its rates if it is to survive has become cheaper with fewer a little less but got fewer benefi ts for their money.” the challenges it faces. Charlotte Hodgman has benefi ts as a result of the tough Top of the sales leaderboard on the website was the details operating environment. Mandy Travelex, followed by Travel Insured International Aitchison reports on the and CSA Travel Protection in third place. Travelex Peter Hayman, director of PJ Hayman, has stated that latest industry adaptations has risen to the top spot from coming second in travel insurance rates will have to rise by as much as 2008, thanks to the launch of several cheaper, 20 per cent to mitigate the negative impact of the Sales data compiled by slimmed-down policies throughout the course of the recession and accommodate the losses experienced Squaremouth.com, year. At the same time as prices were dropping for by the sector due to the weakness of the Sterling, a travel insurance customers, from an average of US$199 in 2008 to increasing claims costs and the collapse of a number comparison site, has $187 in 2009, the industry reported that the level of tour operators and airlines. found that travel cover of sales had remained fl at. Although Travel Insured Hayman, who claimed “although the Sterling is was more of a bargain in 2009 International slipped from fi rst to second place in starting to rally against the Euro, a great deal of than it has ever been. Americans terms of sales, the company managed to retain fi rst damage has been done over the past 18 months or sought value during the place in overall premium cost. so,” also stated that the increase of holidaymakers economic downturn by buying While some travel insurers launched new, cheaper travelling outside the Eurozone to get better value cheaper policies that came with products, many others chose to simply tweak their for money had also impacted the travel insurance fewer benefi ts than would have existing policies, eliminating some of the more industry, as destinations such as continued on p.5 been seen in previous years. expensive benefi ts or making previously included Chris Harvey, chief executive benefi ts added extras instead. Harvey commented: offi cer of Squaremouth, said: “The trend toward purchasing policies with fewer “The American traveller is benefi ts suggests Americans vacationed more in the Travel insurers obviously cost-conscious right US – where they would have been covered for most now. There was pressure on medical expenses through domestic health insurance trapped – rather than going abroad.” Sqauremouth itself enjoyed a bumper year in 2009, Possible new US hospital admissions rules with the number of sales doubling compared to 2008. and exploding costs could affect foreign travel insurers. Milan Korcok explains the problem Squaremouth 2009 % travel insurance of market by leaderboard policies sold UnitedHealthcare, one of the largest health insurers in the United States, and benefi ts administrator for Travelex 20.29 many international travel insurers, has taken the Travel Insured fi ght for cost control to a group of leading New York International 19.5 hospitals, threatening to slash their reimbursements if CSA Travel Protection 12 they do not meet stringent new admission notifi cation TravelSafe 8.49 rules that are part of ongoing contract negotiations Travel Guard 8.19 between the parties. The hospitals, which include such Seven Corners 8.14 iconic institutions as Beth Israel Medical Center and St Luke’s-Roosevelt Hospital Center, have in turn dug HCC Medical Insurance Services 6.18 in their heels and asked the courts to prevent United HTH Worldwide 3.39 from implementing what they are calling ‘confi scatory’ iTravelInsured 3.6 payment penalties should they fail to notify United of patient admissions within 24 hours. The hospitals claim Medex Insurance Services Inc. 2.3 United is threatening to cut reimbursements by 50 per other 7.92 cent in such cases. The confl ict, which some continued on p.4 IN THIS ISSUE ITIJ CONTRIBUTORS

REGULARS Robert Bailey is a business journalist and writer on the Middle East and Africa with more than 25 years reporting experience of both regions. He has carried out many in-depth News continued 4 assignments in these areas for newspapers and magazines News & Appointments 6 including the International Herald Tribune, Newsweek, Time Editorial comment 8 Magazine, Wall Street Journal, Forbes and for many other Company brief 9 journals. He is also a specialist writer on aviation, tourism, telecommunications as well as security and defence matters. Insurance matters 10 Health matters 14 Robin Gauldie is a freelance journalist specialising in Travel matters 16 travel, aviation and related sectors. A former editor of the Cross-border care 18 pan-European travel industry newspaper TTG Europa, he has Air ambulance news 20 also edited Destination ASEAN (the offi cial publication of the IPMI News 22 Association of South East Asian Nations), ABTA Magazine Service directory 39 (the offi cial publication of the Association of British Travel Agents), and Travel Agent International. He contributes Grapevine 46 to The Times, The Sunday Telegraph, The Scotsman, The Diary dates 46 Sunday Mirror, and to numerous specialist magazines. He is On the move 47 also the author of more than 20 travel guidebooks to a host of destinations – from Dublin to Sri Lanka.

FEATURES Milan Korcok is an award-winning freelance health policy and economics writer who covers travel insurance, public Feature: Fever pitch 26 health, and medical education issues in Canada and the US. ITIJ takes a look at what travel insurers and assistance firms He has been writing about health fi nancing and policy issues can expect from the FIFA World Cup in South Africa in these countries since the 1960s, is a frequent contributor to leading North American professional journals and consumer media, and is publisher of the consumer website www.trave- Feature: More Bangkok for your buck 30 linsurancefi le.com. He lives in Fort Lauderdale, Florida. The relaxation of banking regulations in Thailand has resulted in the growth of bancassurance Mick Shippen is a freelance writer and has been based in Thailand for over a decade. A fl uent Thai speaker, he cur- Assistance and Healthcare World Markets: rently lives in Bangkok but also spent six years in Chiang Quality at a price 32 Mai. Mick is a regular contributor to regional and interna- The German health system has plenty to offer a tourist in need tional publications.

Profile: Daniel Scognamiglio 38 Partner, Blake Lapthorn LLC

ITIJ TEAM

Editor-in-chief: Ian Cameron ITIJ Published on behalf of: Voyageur Publishing & Events Ltd, Acting editor: Mandy Aitchison Voyageur Buildings, 43 Colston St, Bristol BS1 5AX, UK Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK Sub-editor: Charlotte Hodgman

Copy editor: James Paul Wallis The information contained in this publication has been published in good faith and Staff writer: Vicky McPhie Telephone: +44 (0)117 922 6600 every effort has been made to ensure its accuracy. Neither the publisher nor Voyageur Ltd can accept any responsibility for any error or misinterpretation. All liability for loss, Editor-in-absentia: Sarah Watson editorial dept: Ext. 3 disappointment, negligence or other damage caused by reliance on the information Designers: Eli Butler contained in this publication, or in the event of bankruptcy or liquidation or cessation advertising dept: Ext. 1 of the trade of any company, individual or fi rm mentioned is hereby excluded. Steve Annette

James Elliott US correspondent: Milan Korcok fax: +44 (0)117 929 2023 Printed by Pensord Press, South Wales, United Kingdom Conference manager: Denise Clements email: [email protected] Copyright © Voyageur Publishing 2009. Materials in this publication may not be reproduced Production: Helen Watts web: www.itij.co.uk in any form without permission Kirsty Diclaudio design: V Creative Design INTERNATIONAL TRAVEL INSURANCE JOURNAL ISSN 1743-1522 Advertising sales: David Fitzpatrick James Miller Would you like to make a comment? Finance: Elspeth Reid Louise Goddard WOULD YOU LIKE TO SUBSCRIBE? Please get in touch with Ian Cameron, Illustrations: Chris Duggan VISIT www.itij.co.uk Editor-in-Chief of ITIJ, on +44 (0)117 922 6600

International Travel Insurance Journal ■ www.itij.co.uk

4 NEWS

Future isn’t bright Travel dispute cover

Milan Korcok reports on the latest US healthcare out the spiraling cost curve. causes concern data, which doesn’t make for happy reading for One particularly significant trend shown in the data international travel insurance providers trying to is the drift toward more public and less private InsureandGo has caused some consternation control their costs spending. The report indicates that much of the among travel agents and tour operators by increase is due to accelerated spending by public introducing an added extra to its travel insurance For international travel insurers hoping to keep the payers (8.7-per-cent increase in 2009), while policies that allows the client to sue the agent for lid on premiums for travel to the United States, the private payer spending (including private insurance) a breach of contract. The Travel Dispute cover is news is nothing but bad. Despite all the rhetoric increased by only three per cent. Public payers being sold as a direct sell add-on to the company’s about making healthcare more affordable, the include the federal Medicare program and state normal insurance offering, at a cost of £4 for a single annual report from government analysts shows that funded Medicaid. Government spending now trip and £7 for multiple trip cover. healthcare costs soared from 16.2 per cent of gross accounts for $1.2 trillion, almost half of the total The cover allows the policyholder to have a domestic product (GDP) to 17.3 per cent in 2009 – national healthcare bill. lawyer appointed and his fees paid by the insurer the biggest single year increase since record keeping By 2012, the government’s share of healthcare in the event of a breach of contract, providing began in 1960. spending will account for more than half – a first for InsureandGo believes the claim is reasonable and That accounts for a total of US$2.5 trillion. And the a system that has to now been primarily powered by there is evidence to prove it. Any possible breaches score keepers at the US Centers for Medicare and private spending. of contract would include almost all the suppliers Medicaid Services, who prepared the analysis, further Of particular interest to travel insurers is that a lot of of the different holiday components – including predict that healthcare spending in the US will almost the cost increase has occurred in hospitals, where tour operators, travel agents, hoteliers, airlines and double by 2019 to $4.5 trillion – more than 19 per spending grew by 5.9 per cent in 2009, up from 4.5 cruise companies. cent of the total value of the economy. per cent in 2008. The report projects that hospital A spokesman for InsureandGo commented on That puts the cost of healthcare in the US at almost spending growth in 2010 will slow to 3.7 per cent the new product: “There should be quite a lot of twice what it is for most countries in the Organisation due primarily to lower Medicare rates paid by the demand for it, we’ve done some research about the will jump on the bandwagon as it is value added.” for Economic Co-operation and Development federal government. Hospital services account for 31 number of people who have been seriously misled Anthony Martin, director of Rock Insurance, agreed (OECD) grouping, and between 40 to 50 per per cent of healthcare spending, doctors and clinical by their tour operator or holiday provider.” that the new addition to InsureandGo’s policy could cent more than other high-cost countries such as services another 21 per cent. However, there are concerns from the travel end up costing travel agents a lot of money: “This Switzerland, Germany, Canada, France agents that the policy could be abused by those could be a complete disaster for travel businesses and several others. As if that weren’t people seeking compensation. Sarah Lacy, partner as you will surely just see a rise in unnecessary bad enough news, the researchers at Travlaw, said: “This policy is just going to fuel the claims against providers. Rock Insurance wouldn’t who made these projections (which compensation culture; it is going to be fairly easy for sell something like this as it is basically encouraging they do annually and which have a them to bring breach of contract claims. It is only one consumers to claim against their travel provider, high accuracy track record), say that policy at the moment but other insurance companies which would be commercial suicide.” their data did not take into account the potential effect of any healthcare legislation that Congress had been continued from p.1 considering. There is broad agreement Travel insurers trapped among most experts that any type of reform that seeks to cover the millions analysts say is the toughest insurance/hospital William Golden, is quoted as saying: “There is of uninsureds will do nothing to flatten negotiation since the late 1990s, presages a more tremendous pressure on all of us to make health- widespread trend to cost and utilisation control as care more affordable.” He has also been reported to well as tougher verification standards for patients have said that the tension between the two groups being admitted to hospitals nationwide. This could has been fanned by a greedy and intransigent hospital be problematic for international travel insurers system that had been seeking rate increases of more who are increasingly using than 40 per cent. large domestic insurers as The newspaper quotes Ruth surrogates for getting their Levin, Continuum’s chief own clients into hospitals at contract negotiator, as admitting advantageous rates. that Continuum is seeking rate UnitedHealthcare claims increases to cover rising costs the admissions penalty is of technology, drugs, overhead designed to get their own and union contracts, but the case managers involved in initial demand by United, their patients’ care faster, seeking up to a 10 per cent rate thus allowing them to control cut was simply not acceptable. the costs of that care more “If we provide a medically effectively. The hospitals, part necessary service, we should of New York’s Continuum be paid at a medically necessary Health Partners consortium, rate,” Levin told media. are sceptical of that claim In e-mails to Continuum and suggest United has providers, Ms Levin wrote that: simply found a new, income “Continuum will remain open stream. They also say they to negotiating, drawing no lines are in a better position to cut in the sand, and will continue costs and control utilisation to make attempts to resolve than insurance bureaucrats, our differences while obtaining and cutting reimbursements in half for a clerical the necessary protections against potential abuse of admissions error would ultimately only hurt underpayments, denials, unreasonably burdensome patients. and costly administrative requirements…” Already, some of Continuum’s hospitals have The standoff between the New York combatants dropped out of UnitedHealthcare’s network in is seen by analysts as exacerbating already bitter reaction to the insurer’s demands. United, has in insurer/hospital contract negotiations across the turn, notified its 24,000 members in New York country. UnitedHealthcare has already imposed City to start accessing new hospitals. As is common similar rules in other states, among them Oklahoma, in such negotiations, however, both parties are Tennessee and Florida, where hospitals are under continuing to talk and patients have not yet been the gun to raise more payments from commercial tossed out in the cold. The contract covers not insurers to offset government cuts to Medicare and only employed groups, but self-insured groups and Medicaid, a dynamic that is expected to grow as affiliates such as travel insurers who hire United to healthcare reform, in some shape or other, remains administer health benefits, process admissions and on the table. This fear has been heightened by allow access to United’s discounted rates. recent data showing that health costs have grown Interviewed by the New York Times, faster than at any time since health spending records UnitedHealthcare’s New York chief executive, have been kept in the US.

International Travel Insurance Journal NEWS 5

Insurers exempt from Equality Bill Madeiran tragedy

The British Insurance Brokers’ Association (BIBA) She continued: “However, we recognise that some On 21 February, devastating flash floods swept across sheer weight of water flowing down from higher and the Association of British Insurers (ABI) have older people may experience difficulty in finding the the Portuguese island holiday destination of Madeira, ground. The island is popular with tourists from all both welcomed the new Policy Statement from the motor and travel insurance policies that are available killing at least 42 people, with around 30 people still over the world, but the clean up operation will take government’s Equality Office. Proprosed new measures to them. So we are developing a signposting solution missing at the time of writing. Rescue teams from some time, as water and mud is pumped out from will help to ensure that customers can obtain the that will direct older people to those insurers who can Portugal were sent to help the island’s authorities underground garages, retail outlets and restaurants. insurance they require and which is right for them. It meet their insurance needs. We are keen to work removing rubble and wreckage, while sniffer dogs The effect on the tourism industry will be seen as the is hoped that the proposals will enable older travellers with government and age charities to ensure that this searched for more victims. The flash flood followed northern hemisphere enters into its summer holiday with medical conditions to find cover more easily. delivers real benefits to consumers.” torrential rains on the island, which then ran off the period, a time when the island traditionally welcomes Under the terms of the proposed new laws, it will It is a relief for travel insurers that they will still be hills down into the capital Funchal. Although there are hundreds of thousands of visitors. If the infrastructure become compulsory for insurers who decline to able to rate risk based on the age of the person deep channels that have been built to stop flash floods cannot be rectified in time, though, the effects of the provide cover (based on age or infirmity) to refer applying for cover. happening, these were quickly overwhelmed by the flood and mud could be seen for some years to come. customers to a more appropriate source, such as a specialised insurance broker, or to a signposting system. According to BIBA, “Signposting will greatly benefit customers who may be considered as non-standard risks, such as younger drivers [or older travellers]. Currently, when these customers are refused cover by an insurer, they are left to continue their search alone, without knowledge that insurance is available or where to obtain it. The signposting/referral system will be of particular help for motor and travel insurance, as these are the areas identified where some people have difficulty finding an insurance policy.” The ABI has also welcomed the changes, with acting director general of the organisation Maggie Craig saying: “The insurance industry is committed to providing competitive insurance for people of all ages. The government’s own research shows that motor and travel insurance is available to all age groups.”

Hikes required to save sector continued from p.1

Turkey were more expensive in terms of claims, due to increased health costs, than European countries such as France. Commenting on the collapse of tour operators and airlines such as Globespan in 2009 and Japan Airlines in January this year, Hayman stated: “I believe we will see more tour operator and airline failures this year. People need to make sure they buy travel insurance that covers them in that eventuality – many policies do not.” Moving on to discuss the need to price travel insurance policies more accurately, Hayman said: “Traditionally, travel insurance premiums double after the age of 65. However, the multiplier for an 85-year-old ought to be nine times that as the sector is four times more likely to make a claim and that claim is likely to be costly.” Hayman then argued that customers should be signposted towards providers with ‘specialist knowledge’ and added that some of the insurance policies sold on aggregator sites were ‘ridiculous’ with excesses of £200 ‘not unusual’.

Peter Hayman

www.itij.co.uk 6 NEWS & APPOINTMENTS

Reciprocal Health Agreement cancelled Skiers be warned AITO advises

British tourists visiting the Isle Research carried out by More Than has highlighted member agents of Man, a small island between that around 568,000 Britons jetting off on a ski Great Britain and Ireland, will now or snowboarding adventure this year will take to The UK’s Association of Independent Tour Operators need to take out travel insurance the slopes despite being over the legal drink-drive (AITO) is to prepare insurance sales advice to its after ministers failed to renew limit from the previous night’s activities – a course Specialist Travel Agent (STA) members in a bid to a Reciprocal Health Agreement of action that could cause impaired balance and drive sales. The decision was made following a recent between the UK and the self- perception, loss of judgment and reduced peripheral poll result at the AITO STA conference in Warwick, governing island – previously, vision. Worryingly, 31 per cent of those questioned which revealed that just three company delegates had visitors and residents had access to believed that their travel insurance would not be witnessed an increase in insurance sales. free medical treatment, whether affected if they got into trouble on the slopes after a A law change in January 2009, which saw travel in the UK or the Isle of Man, heavy night in the bar. insurance regulated by the Financial Services an agreement that is to end on To highlight similar concerns, claims management Authority, is believed to be behind the decrease in 31 March 2010. According to a and emergency medical assistance group CEGA has sales as the change means that agents are required statement on the Visit Isle of Man issued a three-point insurance checklist for skiers to to act as an appointed representative of an insurer or tourism website: “The Isle of follow before they hit the slopes this year to ensure insurance broker. Due to confusions with insurance, Man Health Service is not part of their insurance policies will cover them should an however, many retailers have been put off selling the UK National Health Service accident occur. The message from the company’s insurance and many consumers are now losing out (NHS) and, except for immediately the new rules will affect the number of visitors to operations manager Grahame Malcolmson is to by not buying their insurance until they are about to necessary and emergency treatment which does not the island. Theo Fleurbaay, chairman of the Manx “keep off the drink, keep on the piste and keep an travel. Commenting on the decision, AITO director require admission to hospital, visitors to the Isle of Hospitality Partnership, a body that represents 170 eye on your equipment.” Reminding skiers that Noel Josephides said: “A lot of agents have been Man (including UK residents) who require treatment holiday firms on the island, said in a newspaper accidents occurring under the influence of alcohol frightened by the situation as to what they can and will be expected to pay for it.” It continued: “It is interview: “Obviously the whole situation is or while skiing off piste without a qualified guide are can’t do, and many have just walked away from it.” therefore strongly recommended that all visitors to detrimental to the industry and it will have a unlikely to be covered by insurance, Malcolmson Josephides also mentioned that several polices sold the Isle of Man ensure that they have appropriate significant effect on people by non-travel specialists proved inadequate and, to insurance in place, which will cover any treatment coming to the Isle of Man.” resolve this, AITO will now release more information costs and repatriation to the UK by air ambulance if Commenting on the effect to agents and allow them to start selling renewable that should prove necessary.” on tourists with existing annual polices and family policies. Isle of Man Chief Minister Tony Brown, who met health problems, he with UK Health Secretary Andy Burnham to discuss stated: “In most cases that the deal, added: “He [Andy Burnham] made it [obtaining travel insurance] very clear to us that it was the firm policy of the will not be too much of Sea sick UK Government not to fund the cost of healthcare an issue. It’s always been either for island residents visiting the UK, or for advisable to have health The US Center for Disease Control And Prevention UK residents travelling outside the UK. Therefore travel insurance anyway. But (CDC) reported that 179 out of 1,874 passengers the decision to terminate the Reciprocal Health a category of people coming travelling aboard the Queen Victoria cruise ship Agreement between our two countries would not to the Isle of Man will have in January suffered from diarrhoea and vomiting be re-opened.” a medical history and find it during their journey, in addition to eight out of the Tourism chiefs are subsequently concerned that far more difficult.” ship’s 983 crewmembers. The CDC boarded the ship, which began its first leg of a world cruise in claimed, “many people unwittingly invalidate their Southampton, England, at the beginning of the year travel insurance because they are unaware of in New York for an inspection. their policy details,” and reminded travellers that The CDC last inspected the Queen Victoria in the US emergency repatriation to the UK from a European in September 2009, at which time its crew received ski resort could set an individual back up to £8,000, a score of 100 out of a possible 100, despite having while from the US or Canada, it could cost up to a number of violations, including the inside of the lids $70,000. for the coffee carafes being soiled and wet, according CEGA has also warned skiers that they should not to Cruise Bruise Blog. rely on the European Health Insurance Card (EHIC) The CDC is now giving the cruise industry more as a substitute for travel insurance as it won’t cover protection by only publishing the most recent the cost of a mountain rescue, medical treatment at a inspection online – past inspections are limited private hospital or the cost of repatriation. In fact, said to a list of the CDC sections violated and not the the company, even if the card is accepted at a foreign specific infractions. medical centre, there may still be restrictions – in France, for example, an EHIC will only cover 80 per cent of medical bills.

Rs20 million penalty for TPL and TAAP

The Competition Commission of Pakistan (CCP) has imposed a penalty of Rs20 million on Takaful Pakistan Limited (TPL) and Travel Agents Association of Pakistan (TAAP) for fixing the price of travel and medical insurance for passengers. CCP passed the order against TPL and TAAP after violation of Section 3 (abuse of dominant position) and Section 10 (deceptive marketing practices) of the Competition Ordinance 2009. TPL and TAAP have both been penalised for fixing the price of travel and medical insurance for passengers and have consequently both been fined Rs10 million. TPL and TAAP entered into an agreement to provide the default insurance guarantee required by the International Air Transport Association (IATA) to airlines, however TPL made it mandatory for travel agents to purchase passengers’ travel insurance. The companies failed to provide passengers with the price and/or character of the travel insurance they were being charged for.

International Travel Insurance Journal NEWS & APPOINTMENTS 7

Common sense matters Top brands ‘abusing consumer confidence’

Travel provisions company Nomad has advised and get British online travel Essential Travel, stated that the top brand names are backpackers to keep their wits about them and it sorted company Essential ‘abusing consumer confidence’ and said that ‘many loyal have a good backpackers travel insurance policy to out.” Her Travel has claimed customers to these brands are paying more than they fall back on when setting off on their travels. Cathy comments that a number should because they trust these household names’. Goodyer, spokesperson for the company, believes come after of top consumer Examples given by the company include the Post that common sense methods are the best for research by brands, including Office, which charges £40 for a single trip on the travellers trying to protect themselves against theft Sainsbury’s American Express, European continent, double what the policy is valued while away. She said: “You’ve just got to take simple showed that Barclays and the at according to Essential Travel – the same policy at precautions. Split up your money. Don’t even discuss 1.14 million Post Office, are charging Barclays costs £31.59 and £24.37 at American Express it with your friends. You’ve got to keep your high-risk Brits travel more than 50 per cent over but just £19 at Essential Travel, the company states. stuff with you, like your passport.” without any the current accepted rate Bensusan referred to companies that overcharge Goodyer also urged travellers not to leave home form of for travel insurance policies. simply because they are a brand name as ‘outrageous without a good travel insurance policy, saying: “Their insurance. Stuart Bensusan, director of and insulting’. [backpackers’] insurance is going to be cheap if they don’t have any pre-existing medical conditions. They can go for the basic cover and it does mean that if they get everything whipped away, at least they’ve got something, a phone number that they can ring

Pensioner stranded in Turkey

A 78-year-old British man who collapsed at the airport after arriving in Antalya, Turkey, is being kept in a Turkish hospital until he pays £20,000 in medical bills, after his travel insurance firm refused to pay up. James McHugo, who suffers from chronic heart failure and diabetes, was initially thought to be experiencing severe dehydration but, as his condition deteriorated, he subsequently developed pneumonia. Two weeks after his admission to hospital and after having fluid drained from his lungs along with two weeks in intensive care, Mr McHugo was pronounced to be in a better condition and moved to a normal ward. However, his travel insurance company, Atlas Direct, is now refusing to pay the £20,000 bill, stating that his pre-existing medical conditions were not fully declared when his policy was purchased. Mr McHugo’s daughter, Sharon Mason, commented: “He is there by himself – his friends flew back this week – so we are very worried about his health and mental state. We are getting no joy from the insurance company.” She continued: “It’s an absolute nightmare especially as the hospital is saying they will not release him until the bill has been paid. We are not in a position to pay. He is a pensioner and cannot afford it.” A spokeswoman for Atlas Direct said she was unable to comment on individual cases but confirmed that existing health conditions must be fully declared when an insurance policy is taken out. Mr McHugo’s family, however, say the insurance policy was taken out by one of his friends. Mr McHugo’s member of parliament, Tony Lloyd, is currently liaising with the Foreign Office about the case.

Canadians don’t rate travel insurance

Figures released by Thomas Cook Financial Services have revealed that only 50 per cent of Canadians who travelled internationally last year took out travel insurance, and many of those questioned cited the cost and hassle of purchasing insurance as their reason for not doing so. Kevin McAdam, director of financial services for the company, said at a recent press conference: “Travel insurance isn’t popular because people don’t want to use it. It’s important [Thomas Cook] give full end-to-end service … to have a consumer friendly travel product.” McAdam was attending the conference to promote a new Thomas Cook travel insurance plan designed to make the process of obtaining and using travel insurance easier.

www.itij.co.uk 8 NEWS

Travellers unaware of US healthcare reforms Silver surfers keener

A recent survey conducted on behalf of US-based coverage for medical evacuation costs and nearly 30 than ever travel insurer and assistance provider Travel Guard per cent were not even sure if they possessed this has revealed that 34 per cent of travellers are type of coverage. A new report by Age Concern Enterprises has unaware that the proposed US healthcare reforms Dan McGinnity, vice president for Travel Guard, revealed that the take-up of annual worldwide What’s tickled me this month is the article about are unlikely to provide health insurance coverage said: “Medicare and Medicare Health Management travel insurance products for the over-65s the Isle of Man … Isle of where? I hear all but our beyond national borders, while a further 22 per Organisations (HMOs) rarely cover American travellers increased by 41 per cent in 2009, demonstrating UK readership cry … cent of people questioned stated that the healthcare if they become injured while travelling outside the the willingness of older people to spend longer It’s a small island sandwiched between Ireland and discussion makes them more likely to consider US. And, with an HMO or indemnity plan, you may away from home. The report also showed that the British mainland whose claims to fame are purchasing a travel insurance plan, which may include be subject to higher deductibles and co-insurance the number of older Brits requesting winter sports annual TT races (motorbikes), the accompanying emergency medical coverage. The survey also noted expenses.” He continued: “Most travel insurance plans, cover increased by 20 per cent. leather fetishists (yum), offshore banking (hmmm!) that 66 per cent of respondents admitted their including those from Travel Guard, provide 1st dollar Joe Young, from Age Concern Insurance Services, and last, but not least, birching. current health insurance plan does not provide full coverage for emergency medical expenses.” commented that travelling allows people to ‘fi nd For those of you unfamiliar with the term, birching joy and excitement during their retirement’, adding: was a particularly draconian form of corporal “Our [Age Concern Enterprises] travel insurance was punishment (see http://www.corpun.com/manx. specifi cally designed with the mature traveller in mind htm) administered to those young people guilty Ctrip to compensate Package travel as appropriate products for this market were not of the heinous crimes of having a snog (kissing) previously available.” According to the research, the or a cigarette or some other form of popular consumers regulation warning over-65s are using the Internet more often to seek entertainment enjoyed by the young and frowned on out the best travel deals and the cheapest prices. by the old. Constant threats of introduction of the In ITIJ 98, it was reported that online travel insurance Companies found to be trading outside 1992 Package birch as a form of punishment ‘like they have on the provider Ctrip.com International had knowingly sold Travel Regulations will be at risk from large penalties Isle of Man’ brought shivers of fear to juveniles on fake policies to Chinese consumers. Since then, the if they are caught acting outside of this consumer law, the mainland, until its abolition in the late 70’s. company has agreed to compensate a customer, who according to travel insolvency specialists International Anyway, citizens of the rest of the British Isles, has only been named as Liang, CNY4,000 for selling Passenger Protection (IPP). The insurer’s warning the EU and rest of the world will now have to him false guarantee slips. In February, a local court comes as companies look to increase their product buy travel insurance if they wish to enjoy the in Shanghai held a session for the case, which had range and offer more than one component part of healthcare system of that island as its government been fi led by Liang several months earlier. During the a trip, although, under the regulation, the booking has failed to renew its Reciprocal Healthcare hearing, an offi cial from Ctrip disclosed that one of its becomes a package trip even if the trip is just an Agreement. No doubt that’s less of a fear these partners, Sanya Chenlong, was responsible for selling overnight stay. According to IPP, many companies may days, as there’s little to no chance of having to be the false travel insurance policies. not realise they are committing any wrong doing in admitted with severe posterior lacerations and Liang was trying to claim CNY100,000 from the terms of their product, but will face a severe penalties bruising (unless that’s your thing). company, but Ctrip refused to pay the full amount, if caught acting outside the regulation. It’s a bit like the US citizens being told they need indicating that Liang could be trying to extort money “Take, for example, a hotel that is offering a hotel a passport to travel to Martha’s Vineyard ... I say from the fi rm. room plus a theatre or concert ticket deal, they are we invade… Since the ruling, Ctrip.com has suspended the now offering a package and need to comply with the booking service of air travel insurance provided Travel Package Regulations,” said IPP underwriter Its a whacky (sic) world, travel insurance. by Sanya Chenlong, and has promised that it will Michelle Irvine, who added: “To comply with the compensate the defrauded customers and present regulation the organiser needs to provide security them with air travel insurance policies for life if they against [its] own fi nancial failure for payments up to Ian Cameron receive false guarantees in the future. the completion of each packaged trip.” Editor-in-Chief For the background on Ctrip, please see ITIJ 98, [email protected] Ctrip accused of selling fake policies. Cruising is a risky business AA Travel Insurance has warned travellers that cruise Haiti aftershock felt ship holidays are seen as a bigger risk than land-based holidays by insurers due to the dangers of being at by tourists sea as well as the costs involved in airlifting a patient to shore following an incident. According to the American comparison site for travel insurance company, many customers are unaware that cruise Squaremouth.com has warned tourists heading to travel insurance is not always included in standard the Caribbean that they could be affected by the travel cover. A spokesperson for AA said: “Cruise recent tragedy in Haiti. The site’s chief executive ship customers often overlook the fact that cruises Chris Harvey said: “If you bought travel insurance may not be included as standard on cheaper travel after 12 January 2010, it’s quite likely you won’t insurance policies, which are designed to cover be covered if something happens while you’re land-based holidays. As a result, they may not be travelling to an area affected by Haiti’s earthquake.” properly covered and could end up footing the bill Harvey went on to explain that, in general, travel for expensive medical treatment.” insurance policies don’t cover events related to natural disasters in progress or that have just happened. However, he continued, the exception to the rule is ‘cancel for any reason’ coverage, a catch-all policy Alert in Venezuela that, if purchased within 14 to 30 days of an initial deposit payment, allows for The French Government has warned tourists the presence of local police, tourists are strongly cancellation of a trip without explanation. heading to Venezuela that incidents of piracy are on advised to only use offi cial taxi services. Haiti shares its borders with popular the increase along the country’s coastline. Several It has also been noted by offi cials that on several tourist spot of the Dominican Republic, attacks have been directed against pleasure boaters, occasions in recent months, passengers taking air and Harvey urged tourists heading to that one of whom died from his injuries. As a result of connections from Maiquetia (the airport in Caracas) part of the world to check their policy the increasing number of attacks that have been have found their luggage is perforated following wording before travelling. “If you’re a happening over the years, the government has now checks carried out by the Venezuelan police as certain distance away from the earthquake deemed pleasure boating in Venezuelan waters as part of their ongoing battle against drug traffi cking. zone, you may not be covered,” he said. ‘inadvisable’. Passengers travelling to or through that airport Squaremouth recommends buying travel Additionally, on the nearby island of Margarita, have been advised not to carry valuable items or insurance policies that come with ‘diverse, residents and tourists have been advised to show expensive clothing in their hold luggage. Travellers overlapping benefi ts’. “It’s the best way great caution when faced with the increasing levels of have also been advised to consult their travel to ensure that after a disaster, you’ll violence against foreigners. When leaving the airport, agencies or airline companies for details of their be covered in some form or another,” where personal security is not guaranteed despite claims procedures if their luggage is damaged. commented Harvey.

International Travel Insurance Journal COMPANYBRIEF 9

NEWSWIRE World First launches US protection offered medical screening For those travellers heading to the US, there is now UK-based Rightpath Claims has launched another option for them to seek out the correct a website optimised for claimants browsing the web World First Travel Insurance has launched a new insurance for their trip – Virginia-based International via their mobile phones, making life easier for both screening service on its website that enables Services Inc. is offering coverage designed for the insurer and the claimant, as they can make a customers to purchase comprehensive travel cover travellers to the US and includes benefits such as claim instantly. from the privacy of their own PC, bypassing the need emergency medical evacuation, hospital expenses, to run through complex medical conditions on the prescription drug costs and accidental death cover. US-based Travel Insured International has telephone. The new screening service sits alongside International Services has just updated and released added Political Evacuation Services to its Worldwide World First’s quote calculator – during the quote Version 2.0 of its Visitors Health Insurance Quote Trip Protector Gold plan. All reasonable expenses for process, applicants are asked whether or not they and Comparison Engine, enabling travellers to access transportation to a place of safety and the insured’s have any health issues, and if they opt in, a separate the latest version of the software to compare plans resident country are insured up to $100,000. medical screen comes up, which takes customers and premiums. There are various levels of coverage through a range of health questions. and degrees of protection that are presented in an Europ Assistance has partnered with 08000 Martin Rothwell, managing partner of World First, easy to understand manger. Solutions also exist for helpme, a 24-hour worldwide personal emergency commented on the addition to the website: “Many both foreigners visiting the US and US residents service. It is designed to help customers immediately standard insurance policies refuse to cover people travelling overseas. Travel agents if they discover the loss or theft of personal items. with pre-existing medical conditions, especially if they Chiranth Nataraj, chief executive officer of are aged over 65, so affordable travel insurance can International Services, Inc., said: “We are proud boosted Travel price comparison website be difficult to find. This is why we provide specialist to offer reliable protection from trusted and gosimply.com has added Essential Travel to their cover for travellers with health conditions or the experienced healthcare organisations based in the Travel agents in the US are being given an extra airport parking portfolio. elderly, and we offer some of the best value policies US. The recent website upgrade puts our website chance to make commissions through the sales of around.” He continued: “Many of our customers users in the driver’s seat while purchasing a visitor travel insurance through a partnership with Travel LiveRex Inc., a vacation rental property have told us they find discussing their condition on travel insurance plan.” Related Insurance Services, Inc. (TRIP) who, along management firm, has integrated CSA Travel the phone highly embarrassing or cannot do it during with BookingBuilder Technologies, is providing travel Protection travel insurance plans to its tailored working hours, which is why we have launched our agents with access to the fully automated TravelSafe website. CSA plans are now available to customers new online screening process, which is available 24/7 O enters market Smart Button. when they reserve their villa. and is simple and intuitive to use.” 2 The Smart Button is a software application that brings

O2, the mobile communications network provider, the searching, quoting and purchasing process all AXA Insurance has announced the launch has entered into the travel insurance fray in the UK together in one screen. Once loaded in the agency’s of AXA Travel extranet, an online portal for brokers through a partnership with global insurer Mondial GDS or non-GDS system, the Smart Button will to provide travel insurance to their customers. Assistance. O2 has confirmed its new offering will automatically generate a travel insurance quote as include annual travel insurance cover alongside Flow, part of every itinerary created by the agent. If a client Sheila’s Wheels has expanded its product a pay monthly product that has been designed to wishes to decline the protection, the Smart Button range to include travel insurance, with the launch of allow customers to vary the level of cover on a trip- documents that coverage that was offered to the a policy aimed at ‘the savvy female traveller’. by-trip basis. client, reducing travel agent liability exposure.

Ajman Bank in the UAE is to introduce a personal accident insurance and travel inconvenience protection to its range of products. The scheme is designed to protect Ajman Bank credit card holders when they are travelling.

Offshore Travel Insurance Limited in the UK is offering Medical Health Plus and Manx Plus, two policies that have been designed to give full medical cover to travellers holidaying in the UK.

Tour operator Travelbeam Luxury hotels has teamed up with International Passenger Protection to protect their customers against airline bankruptcy.

Redconsulting has now expanded its services further to include the UK. The company provides independent consulting support to the travel insurance, assistance and healthcare industries in North America. CanAm adds StandbyMD

Canada’s CanAm Insurance has added StandbyMD CSA enhances plan to its PrimeLink Plus emergency travel medical insurance plan. The StandbyMD programme, a CSA Travel Protection has enhanced its travel product of Healthcare Concierge Services, Inc., insurance plans so that they now include 24/7 offers business and leisure travellers access to access to Consult A Doctor’s national US network personalised healthcare services 24-hours a day. of physicians by phone or email in an emergency. Alex Sanchez, managing director of Healthcare Most of CSA’s plans will now offer ‘on demand Concierge Services, commented: “We are very medical care’ as part of their coverage. On demand pleased that CanAm has chosen our innovative medical care includes access to Consult A Doctor’s programme to be an integral part of its PrimeLink network of licensed and board certified physicians Plus travel insurance plan. As the number of for information, advice, and treatment, including snowbirds and senior Canadian travellers continues prescription medication. The offering is in addition to increase, the need for personalised healthcare to the already existing ‘no out of pocket’ medical medical services for these individuals has never coverage that provides payment up to $1,000 with been greater.” no claim necessary. David Rivelis, senior vice president at the insurer, Bob Chambers, director of operations for CSA Travel noted: “We evaluated the StandbyMD programme Protection, said: “Travellers are always looking for very carefully and decided that it would be an the easiest, most efficient assistance when something outstanding product to include in our PrimeLink unexpected happens on their trip. With the addition Plus policy. Being able to provide our customers of Consult A Doctor’s excellent service, CSA who travel with access to reliable physicians and customers can save even more time and money so healthcare services in times of unanticipated medical they can get back to enjoying their vacation.” needs is a top priority for us.”

www.itij.co.uk 10 INSURANCEMATTERS

Asian opportunities Fitch releases NEWSWIRE Bernard Fung, chairman and chief executive of Aon US analysis Asia Pacific, has stated that international insurance broker, Aon Risk Services, has identified ‘promising An analysis of the US Insurance Taiwan’s life insurance sector looks set to growth for its business in the Asia Pacific region, industry brokerage by Fitch Ratings enjoy first-year premiums exceeding NT$1 trillion where diversified markets and ongoing economic has revealed a relatively stable (US$31.2 billion) this year, after posting first-year development are opening up new business’. Fung profit margin for 2009, despite premiums of NT$925.1 billion in 2009. The island’s continued to explain that the increase of foreign challenging economic conditions life insurers also reported record premium revenue investment in Asian countries is driving the need and continued softening on the of NT$2.006 trillion in the same year. for insurance support and risk management, along general insurance market. with infrastructure projects – countries such as Fitch’s analysis, titled Review and AIG could refuse to sell its Taiwanese Japan, Australia and China are all looking more into Outlook 2009-2010: Insurance subsidiary, Nan Shan Life Insurance, to China overseas expansion. Broker Industry, showed that Strategic and Primus Financial if the Taiwanese Commenting on the issues that are still facing the profitability for insurance brokers government fails to grant its approval of the industry in Asia, Fung mentioned price competition remained relatively stable last proposed sale to two Hong Kong-based companies, as a challenge, saying that: “Nowhere is price year, since many brokers had according to Nan Shan Life’s chief executive officer competition more fierce than Asia.” In addition, the adapted to tougher operating Mr Chen Run-lin. insurance industry is still developing in the region as environments through reducing competition increases with more new brokers and headcounts and streaming Taiwanese education authorities have rising insurance capacity. operation systems. unveiled new plans to offer campus accident Fung continued by saying that the insurance market Although the five publicly traded brokers tracked by insurance for schools. The scheme, launched in has been stable in terms of both supply and demand, Fitch have seen average organic revenue growth turn February, will be funded by the Education Ministry. which has continued to a flat pricing trend. He then negative for the first nine months of 2009; average Australia to increase went on to comment that while most lines have consolidated operating income rose for the same Paperless life insurance records may soon not experienced big claims while the global situation period, with four of the five companies experiencing premiums be an option for life insurance buyers in India, keeps demand low, some insurance lines such as a year-on-year increase. The improvement is according to one regulator studying the possibility aviation, and directors and officers liability, may see believed to be thanks to lower restructuring According to a survey conducted by investment of maintaining policies in a digital form. The new premium hikes in the near future. expenses and earnings accretion from acquisitions bank JP Morgan and professional services firm concept would mean that purchasers would no In confirmation of the opportunities that western completed in 2008. Deloitte, general insurers in Australia plan to raise longer need to maintain paper copies of their insurers see in Asia, Aviva has announced that it While brokers are likely to fall well short of peak premiums significantly this year to cope with an insurance transactions, which can span up to 30 is looking to expand into Indonesia and Vietnam profitability levels for the foreseeable future, Fitch increase in claim payouts, although the extent to years. as part of its overall growth strategy. According to predicts that overall industry profitability for 2010 will which they will be able to do so is seen as limited, Simon Machell, chief executive of Aviva Asia Pacific, be modestly improved. thanks to increasing competition among Internet- International accounting firm Ernst & Young the company would like to make an acquisition based insurers, said the Herald Sun. has advised Indian life insurers to focus on in Indonesia and start a joint venture in Vietnam. The General Insurance Survey suggests that personal profitability rather than business expansion, as it will Machell added that Indonesia was a high priority for general insurance premiums are likely to rise by take time for authorities to give them the go ahead the company, thanks mainly to its rapidly growing seven per cent and commercial general insurance to tap into the capital market. population, combined with an economy that is clearly CIRC announces on the way up. In order to obtain an operating industry goals Insurers in India are preparing allocations license in Indonesia, though, the company is required for equity investments as more domestic to buy a local life assurer. corporations plan to launch initial public offerings In contrast, an HSBC survey recently identified The Chinese Insurance Regulatory Commission (IPOs). There are currently around 50 companies in some problems facing financial services companies (CIRC) has announced that strengthening risk the IPO line. operating in Asia: across Asia, the main barrier management, reinforcing market discipline, insurance to long-term savings continues to be a lack of asset management regulations and the expansion A dispute between IRDA and the Securities confidence in the markets. The findings of HSBC’s of national insurance coverage will be its goals for and Exchange Board of India (SEBI) over which Asian Insurance Monitor also showed that 69 per cent 2010. The Chinese insurance watchdog’s chairman should regulate unit-linked insurance products may of mainland Chinese people are most vulnerable as Wu Dingfu said that the organisation will strengthen affect the plans of insurers aiming to list unless it is they have insufficient savings – in Hong Kong, 24 insurance market regulations and standardise market resolved soon, according to the Economic Times. per cent of respondents said they had no savings. discipline by focusing on the prevention of risks, The study involved surveying 3,563 people in seven including capital adequacy and solvency risks, asset In a bid to reduce the lapse rate, India’s countries and territories in December 2009 – Hong management and company internal management non-life insurers’ representative The General Kong, India, Korea, mainland China, Malaysia, risks as well as cross-border financial risks transferred Insurance Council has announced that it will be Singapore and Taiwan. from overseas and comprehensive operational risks working with its members to develop a long-term Jason Sadler, managing director of insurance business of insurers. cover for two-wheelers. in Hong Kong for HSBC Asia, said: “While Asia has According to CIRC, for non-life insurance, it will premiums by an average of six per cent this year. weathered the financial turmoil better than the West, aim to pay attention to enhancing the accuracy of Last year, insurers were able to increase premiums The Qatar Financial Centre Regulatory they view the recovery as fragile and remain financially the insurer’s financial figures and standardise motor by an average of eight per cent for consumer policies Authority has invited comments on its draft anxious. Hong Kong people are among the most insurance via, for instance, implementing commercial and four per cent for commercial policies, but proposal, which seeks to address the issue of general insecure about saving, despite accelerated market insurance for cars. Curbing misleading sales practices competition from offshore and smaller local players insurers wishing to offer certain short-term life recovery and a traditionally strong savings culture.” and implementing on-site investigations of insurers will make this harder to repeat, said the survey. insurance policies in or from the Qatar Financial that provide accident polices Siddharth Parameswaren, a JP Morgan insurance Centre (QFC). will be the organistion’s focus analyst, commented: “We are cautious on how on the individual life side and long these rate increases are going to be continued. Dubai-based Insure Direct has plans to for insurance intermediaries, There are still a lot of insurers looking for premium venture into new business sectors including marine, CIRC will focus on insurers to write that will provide a headwind.” He continued: energy, construction and related liability insurances, that raise costs arbitrarily and “The market is very concentrated. But there are following its merger with Netherland-based draw funds illegally through enough new entrants to temper [premium] rises. At brokerage firm Independent Risk Solutions (IRS). intermediary businesses. present, four major players dominate the Australian Additionally, CIRC said insurance industry … but smaller new entrants Zurich Insurance Co (ZIC) is to open a that it aims to facilitate the … would use innovative methods to chase niche branch within the Central Bank of Bahrain after market development of segments of the market.” its license was granted. ZIC will now be able to travel insurance, health Profitability fell in 2009 after insurers faced payouts expand its services as a general insurer to large and pension insurance, following a string of natural disasters over recent corporate customers. liability and medical liability years, as well as the global financial crisis, which insurance, amongst others, by also cut yields and drained capital reserves. Insurance regulator, the Securities and strengthening regulations for Parameswaren said: “The industry has had a rethink Exchange Commission of Pakistan (SECP), has the head offices of insurers, over the last couple of years on the amount of issued new bancassurance guidelines, effective investigating insurance groups events activity, and the rare increases that have from February 2010. The guidelines set a code of and conducting compliance been pushed through are largely a reflection of that conduct for banks and sales people and provide reviews on insurance asset re-estimation of how much these events actually guidance on premium collection, claims, pricing and management companies. cost and how likely they are to continue to occur.” banks’ remuneration.

International Travel Insurance Journal

12 INSURANCEMATTERS

Financial statements Bancassurance required channels increase NEWSWIRE Ezdan Real Estate Co is to partner with India’s insurance watchdog, the Insurance Regulatory In a sign that bancassurance is continuing Qatar General Insurance and Reinsurance Co and Development Authority (IRDA), has asked its upward trajectory, China’s Bank of (QGIRC) and Al Sarri Trading to develop Asia Towers insurers operating in the country to publish their Communications, the country’s fifth-largest in Doha. The real estate project is estimated to cost financial statements every six months in national lender, has become the first Chinese around QAR2.5 billion (US$686.6 million). newspapers, in an effort to be better prepared ahead bank to control an insurance company – of the planned public listings of insurance companies. BoCommLife Insurance, which is based in Tawuniya has posted profits of SAR101.5 The statements that must be published include the Shanghai. The insurer has a registered capital million (US$27 million) for the three months ended company’s balance sheets, profit and loss accounts, of 200 million yuan (US$29.3 million) and December 2009, reversing its net loss of SAR34.6 revenue accounts and key analytical ratios, all of China’s Bank of Communications now owns million for the same period in 2008. which will be subject to reviews by auditors. The 51 per cent of it, with the Commonwealth disclosure is required beginning with statements for Bank of Australia owning the other 49 per The Gulf Bond and Sukuk Association the six-month period ending 31 March this year. cent. According to BoCommLife, it aims (GBSA) has been unveiled as a new independent In a circular sent to all insurers, IRDA has also asked to expand its business beyond Shanghai membership body that will be dedicated to the the companies to publish their financial details in: “At to other parts of China, including Beijing and the development of fixed income markets across the least one English daily newspaper circulating in the provinces of Jiangsu, Zhejiang and Guangdong. Islamic services gain Gulf Cooperation Council (GCC). the whole of India and in one newspaper published Commenting on the deal was Guan Huanfei, general in the regional language of the region where the manager of BoCommLife Insurance, who said: ground Islamic finance experts are to headline at registered office “By sharing the bank’s the 5th Asian Takaful Conference, to be held in is situated, or in resources, including its The International Financial Services London (IFSL) Singapore between 9th and 10th of March this year. Hindi.” Separately, networks, client base, sales has published its latest research into Islamic financial insurers are now channels and IT systems, services, Islamic Finance 2010, and found that the Indonesian telecom giant, Telekomuniskasi also required to there will be great growth global market for such services, as measured by Indonesia (Telkom), is to enter the healthcare publish more potential for us.” sharia-compliant assets, is estimated to have reached insurance sector after it agreed, through a detailed financial According to Asia US$951 billion at the end of 2008 – up 25 per cent subsidiary, to acquire a 75-per-cent stake in information on Insurance Review, China’s on 2007. The key centres for Islamic finance are Jakarta-based electronic healthcare network their websites on a Bank of Communications recognised in the report as being Malaysia and the Admedika. quarterly basis. is not the only Chinese Middle East, including Iran, Saudi Arabia, Malaysia, The move towards bank seeking to tie up Kuwait, the United Arab Emirates and Bahrain. It Asia’s 10th CEO Insurance Summit, the transparency is with insurers, or purchase was noted, though, that increasing levels of Islamic region’s premier forum for insurance leaders, has important if insurers them to launch their own financial services had been seen in developing Asian recorded more than 50 delegates ahead of its are to make public offers. There are several insurers insurance units – both the Bank of China and the countries such as Bangladesh, Pakistan and Indonesia. March event this year. Held at the Regent Hotel operating in India that are nearly reaching 10 years Bank of Beijing are said to have obtained regulatory The UK is the leading western country in terms in Singapore, the Asia Insurance Review and of business, after which they are allowed to make an approval to invest in insurance companies, while the of the development of an Islamic financial services the Geneva Association will provide a discussion initial public offers, but if they are to be successful, Industrial and Commercial Bank of China and China industry, with $19 billion of reported assets. platform on Doing Business in A Post-Crisis world. the investors must be made aware of all the relevant Construction Bank are reportedly interested in the The report finds that while the Islamic finance information. opportunities such an investment would present. industry initially was less affected by the financial crisis The National Health Insurance Co (Daman) and global economic downturn, there are ongoing has given up its exclusive rights for direct billing at challenges, particularly for the sukuk market (the public healthcare facilities within Abu Dhabi in the Islamic equivalent of a bond) and for some Islamic UAE, effective first February. banks. The sukuk market fell back in 2008, but despite recovery in issuance to $20 billion during A new reinsurance structure has been 2009, it is being tested by its ability to deal with completed for the Gulf Insurance Group by several defaults. A $10-billion loan by Abu Dhabi Carpenter & Co, which will combine the reinsurance staved off the threat of a potential default by Dubai programmes of six of the Group’s companies into a World on its repayment of the Nakheel $4 billion single programme. sukuk in December 2009. Islamic Finance 2010 continues: “Islamic banks have 2009 net profits at Qatar Insurance Co not been immune to the effects of the financial crisis (QIC) and Doha Insurance Co (DIC) are up by four and downturn: some have suffered a higher rate per cent to QAR532.8 million (US$146.3 million) of non-performing loans than conventional banks, and 10 per cent to QAR52.1 million, respectively. mainly due to their exposure to falling real estate markets. Revenue and profitability has suffered in US treasury secretary Timothy Geithner both 2008 and 2009 and liquidity is a significant has been accused of incompetence over his role restraint for some banks.” in the AIG bailout. Geithner was blasted during a hearing on Capitol Hill over his decision to use taxpayer’s money to pay out the $62 billion owed by AIG to banks. He described the bailout, which cost a total of $182 billion, as ‘a tragic choice’.

Recent flooding in the Peruvian Andes has been described as the worst in 15 years by Risk Management Solutions (RMS). The region’s rains have affected in excess of 38,000 people, destroyed 4,000 homes, devastated 42 square miles of agricultural land, damaged numerous highways and swept away 14 bridges.

International Travel Insurance Journal INSURANCEMATTERS 13

Obama incurs US Online to on the phone insurers’ wrath Scott Reid, managing director of LeadCall, as customer service and other benefits can prove suggests a way in which insurers can bridge the compelling for customers – and, ultimately, lessen Milan Korcok details the latest move by President gap between the online purchaser and the insurer churn and bring long-term loyalty. A key way for Obama that isn’t going to ease relations between brands to fulfil this is to bridge the gap between online the White House and the insurance industry In today’s modern world we’re increasingly quotes and contact from call centre staff via the phone. encouraged to go online for most things – particularly As most customers use comparison websites these After bristling under President Barack Obama’s to make a purchase, booking and, not least, an days, we’ll look at how this works in practice: once vilification for their resistance to his healthcare reform insurance quote. It’s a volume visitor model and the the comparison site generates the quote, the data ideas, America’s insurers are now being threatened with perception of the online channel being low cost, is immediately passed to the ‘top of screen’ brands the loss of their hard-fought federal subsidies under the automated and requiring no human interaction. (and the call is connected), then when the policy is Terrorism Risk Insurance Act (TRIA), won under the However, industry statistics show up to 95 per cent agreed, the site receives its incentive from the brand. previous George Bush administration. of customers don’t complete their online orders, What this means is that the system helps its panel Andrew Moss The threat comes in President Obama’s 2011 which is a shockingly high figure. of insurers to generate leads more quickly. The end budget proposal that would cut $250 million from There’s no disputing whichever sector of insurance result for customers is an improved customer service Moss remains cautious a federal backstop (in effect reinsurance) for those you operate in, it’s fiercely competitive. New business experience, ensuring they are 100 per cent happy private insurance companies providing terrorism risk is a prime objective, and competing solely on price with their quote and they can check the detail of their Andrew Moss, chief executive of Aviva, was careful not insurance to property owners and developers should a is a dangerous game, where differentiation such policy is correct. Feedback is very positive: customers to be too optimistic about the company’s future when catastrophic terrorist event hit the United States again. receive a friendly, timely and informed call from he announced recently that sales of life assurance, The cuts would be expected to raise insurers’ the brand – enquiring if they can help, confirming pensions and other general insurance products had deductibles and co-payments starting in 2011 and features such as medical cover, excess etc. recovered in the fourth quarter of 2009. The insurer possibly allow the act to expire in 2014. TRIA Previously, leads were passed to insurers in hours or reported results for the last quarter of 2009 that were was enacted in 2007 for a seven-year period days – now, it’s much quicker, virtually real-time (often significantly better than had been expected by the to encourage private insurers to provide more just seconds). With the top quotes often being within markets – following in the footsteps of Standard Life, protection to vulnerable sectors of the economy. a few pounds of each other, a human touch can help which also reported positive figures in February. The budget proposal contends that private insurers improve the conversion rates from below 10 per cent According to Moss, his ‘gut instinct’ told him that are now more able to pay claims related to to usually above 30 per cent and customers welcome the third quarter of 2009 would turn out to be the terrorism than they were in 2007 and that is part of a call to help them make the right decision. low point of the year for Aviva in terms of life sales, the reason “to reduce an excessive federal subsidy but then sounded a note of caution with regards to to private insurers.” future sales increases: “Economic growth in Western Insurers argue that it was the federal programme that Europe is still going to be sluggish.” Aviva’s operations has made terrorism insurance more affordable. Sants quits FSA in the UK saw a 25-per-cent drop in life sales in 2009 One industry publication has noted that groups like Hector Sants, Britain’s top financial regulator, has Ben Kingsley, a partner at London law firm Slaughter compared to 2008 – based on the present value of the Insurance Information Institute, the Property announced he is to step down, surprising the financial and May commented on the announcement: “It new business premiums, which covers all new single Casualty Insurers Association of America, and the services industry and casting doubt of the future of comes as a surprise, but the air of uncertainty hanging premiums plus a discounted value of new future American Insurance Association feel they‘ve been the Financial Services Authority (FSA). Sants is to over the FSA is presumably a major factor in his regular premiums. However, sales in the US and betrayed. The Property Casualty Insurers Association leave the FSA following the UK’s general election in decision. What I think could now be more concerning Asia saw even greater drops in local currency terms, of America said in a statement: “We believe the May, which is widely expected to leave the current is the effect this resignation may have on morale and dropping 33 per cent and 30 per cent respectively. administration’s proposal could have negative opposition party in power. The Conservative concentration more generally at the regulator.” ramifications on this important insurance marketplace opposition has said it would abolish the FSA if it came for companies to access terrorism coverage.” to power, reasoning that the regulator failed in its Some insurance groups argue that if the federal duty to spot problems ahead of the financial crisis, government reneges on its seven-year deal, and was unable to avert costly bailouts of banks. property/casualty insurers might legally be able to revoke policies already issued. Aon Corp suggests that if this occurs, 80 per cent of the commercial property market would be left unfunded. Behind Gen Re opens in Japan the scenes, the threat to cut TRIA is perceived as yet another assault by Obama against the insurance One of the largest reinsurers in the world has industry, which he has tended to demonise as being shown its confidence in the Japanese marketplace by the main culprit standing in the way of his healthcare opening a branch office for its life/health reinsurance reform initiative. In fact, as the healthcare debate has business in Tokyo after one of its operating units, raged on, its theme has changed from ‘healthcare KolnischeRuckversicherungs-Gesellschaft (KR), was reform’ to ‘health insurance reform’. granted an operating license in December last year. And, though in the initial stages of the reform discussion In accordance with Japanese regulations, KR received Obama asked for participation of healthcare providers a non-life insurance branch licence from the Financial and health insurers, he and his surrogates in Congress Services Agency, the regulator in Japan, and will restrict have shown increasing antagonism to the insurance its underwriting activities in the branch office to life industry, singling it out as the most significant impediment reinsurance only, while property/casualty reinsurance to America’s access to affordable healthcare. will continue to be underwritten by its parent company. Scott Harrington, professor of health care Dr Winfried Heinen, head of Gen Re’s international management and insurance and risk management at life/health business and a member of the board, the University of Pennsylvania’s Wharton School has said of the opening: “The establishment of a branch written in the Wall Street Journal: “Responsible reform office in Japan is testimony of our commitment to requires careful analysis of the underlying causes of one of the largest insurance markets in the world. problems in health insurance and informed debate Our customers will benefit from the new legal status over the benefits and costs of targeted remedies. The through truly local underwriting support with faster president’s continued demonisation of private health turnaround times.” Dr Wolfgang Droste, head of insurance in pursuit of his broad agenda of government Gen Re’s life business in the Asia Pacific, noted: “We expansion is inconsistent with that objective.” see significant development potential for our life The adversarial relationship between the president business in Japan, notably in view of its demographic and the insurance industry is also exacerbated by this challenges. The competition amongst life insurers administration’s moves to expand federal regulation of has increased the pressure to develop new product insurance companies, and it’s very clearly articulated ideas, in particular in the field of living assurance threat to end the health insurance industry’s current products, such as health-related plans offering federal exemption long-term value to from antitrust laws, customers.” Gen Re is which in effect allows a subsidiary of Berkshire insurers to establish Hathaway, and is a monopolies, or holding company for near monopolies, in global reinsurance and individual states. related operations.

www.itij.co.uk 14 HEALTHMATTERS yellow fever outbreak Vaccination advice at your fi ngertips

A case of yellow fever has been reported in the of writing. International medical assistance company Healix has travellers fi nd out the risks and the right innoculations prefecture of Mandania, belonging to the KanKan Following the detection of the original case, the introduced the Healix Travel Vaccination application for their chosen destinations … more and more region of Guinea, near the border with Côte Ministry of Health has decided to vaccinate the for the iPhone, giving travellers up-to-the-minute travellers are heading off the beaten track these days, d’Ivoire. The 35-year-old woman from the village entire population of the Mandiana prefecture – a advice on which vaccinations they need to have prior but visiting more exotic destinations can increase the was diagnosed after she presented with a clinical total of 12 sub-prefectures containing 292 people to leaving the country. The application also means risks. This means it’s more important than ever that syndrome of fever and jaundice. After an outbreak were vaccinated under an emergency reactive mass travellers can check at any time on their journey that people get the right vaccinations before they go.” investigation by the Ministry of Health, a further six vaccination campaign. Guinea itself is one of the high- they are properly protected for suspected cases were found in the sub-prefecture risk endemic countries in Africa and a series of mass their travels. of Faralako, Mandiana-Centre and Saladou – all six preventative mass vaccination campaigns have been Russell Smith of Healix cases were under laboratory investigation at the time implemented since 2007. commented: “When planning a trip, it can be confusing working out which vaccinations are needed. Added to which, if Potential malaria drugs for all you’re on an extended trip, it’s not always easy to be sure that Andrew Witty, chief executive of the world’s second Commenting on the announcement of an US$8-million you have the right vaccinations biggest pharmaceutical company GlaxiSmithKline fund to pay for scientists to explore these chemicals for every country you’re (GSK), has announced that he will be putting or others in an ‘open lab’ within its dedicated visiting.” He continued: “The thousands of potential malaria-curing drugs research centre at Tres Cantos in Spain, Witty Healix Travel Vaccination app into the public domain in an effort to continued: “Given that there is only a handful is therefore designed to help “earn the trust of society, not just by of big companies who focus on malaria, this meeting expectations but by exceeding is a chance to get thousands of researchers them.” Witty stated that multinational involved – just like software companies drug companies have to ‘balance social encourage thousands of people to contribute Caribbean increase in breakbone fever responsibility alongside the their new ideas for software – and we’ll need to make profi ts for their see what comes of it.” Caribbean health authorities have noted a further, highly Antigua and Barbuda. Health authorities have advised shareholders.’ Tido von Schoen-Angerer, director serious outbreak of breakbone fever in the region, tourists to take protective measures against mosquito The company is to publish of Medicins sans Frontieres’ particularly in Cuba, Saint-Vincent-et-Les Grenadines, bites in the absence of specifi c treatment. Breakbone details of 13,500 chemical campaign for essential medicines, Saint-Christophe-et-Nieves, Grenada, Dominique, fever is also known as dengue fever. compounds from its own said of the move: “The fact library that have the potential that they [GSK] are opening to act against the parasite that up their compounds for kills at least one million children malaria is a good step. It is US struggles to use Measles outbreak in in sub-Saharan Africa every year. something we have been Witty said: “I think it’s a signifi cant calling for for some years.” up H1N1 vaccine South Africa contribution to give scientists He continued: “It would be around the world 13,500 new good if other companies would According to the US Centers for Disease Control According to the provincial health department, one opportunities to start research.” Andrew Witty do the same thing.” and Prevention (CDC), as many as 80 million man has died of measles and 50 others are thought Americans have been infected with the H1N1 Swine to have contracted the disease in the Eastern Cape Flu virus, up to 16,000 have been killed and more of South Africa. Sizwe Kupelo, spokesman for the than 360,000 hospitalised. The CDC continued by department, said that the 25-year-old man died stating that, despite more than 130 million doses after contracting the virus from a two-year-old produced, and 160 million people described as ‘high who was visiting from Gauteng over Christmas. priority’ for receiving the vaccine, 90 per cent of the “He died after presenting symptoms of measles, most vulnerable remain unvaccinated, with only 61 which include a rash, high blood pressure, fever million Americans having received the vaccination. and a headache,” said Kupelo. He then went onto In its report the CDC said: “As of January 2, an mention a second case involving a female doctor estimated 20.3 per cent of the US population (61 who had been treating children infected by the virus million persons) had been vaccinated, including at the Zithulele Hospital. 27.9 per cent of persons in the initial target groups The department of health dispatched an outbreak and 37.5 per cent in the limited vaccine subset. An team of around 20 nurses armed with some 9,000 estimated 29.4 per cent of US children aged six measles vaccines to the affected areas of Mathojanini, months to 18 years had been vaccinated,” – a rate Thwalikulu, Mpaku, Zidini, Ncwanguba, Kwaiman similar to that seen for seasonal infl uenza, which and Tshezi. kills an estimated 36,000 Americans and up to half a “It is mostly children with just a few adults,” said million people across the world every year. Kupelo. “Further tests are being conducted … The CDC report added: “The results in this report blood samples (of the suspected cases) have been show that nearly 90 per cent of adults sent to the National Institute of Communicable aged under 65 years with medical conditions Diseases. Anyone showing symptoms of the virus is that increase their risk for infl uenza-related encouraged to immediately seek medical help.” He complications remain unvaccinated.” The report went on to say that mothers are also urged to bring also added that just 22 per cent of healthcare their children to health facilities to be immunised workers say that they have been vaccinated, despite against measles. being more likely to be infected and at risk of infecting their vulnerable patients. However, according to the World Health Organization (WHO) the worst of the swine fl u epidemic is over in the US, Canada and many other countries in the northern hemisphere, but there is still ‘intensive fl u activity in Egypt, India and elsewhere.’ §The director general of the WHO said: “It is too premature and too early for us to say we have come to the end of the pandemic infl uenza worldwide,” adding that health experts should monitor the disease for another six to 12 months.

International Travel Insurance Journal

16 TRAVELMATTERS

Brits keep flying Cold weather brings mixed response Travel books relegated down under The recent cold snap has triggered mixed reviews destination sales, with Turkey and Egypt coming in Research by Wanderlust magazine has revealed that amongst the travel industry, bringing with it a slump as the top holiday destinations, according to the traditional guidebooks have been overtaken by travel According to the latest figures from the Australian in air passenger numbers, but also prompting a firm’s retail distribution director Trevor Davis. “Last websites when it comes to user satisfaction. The Bureau of Statistics, 564,000 Britons travelled to significant rise in the number of foreign holiday sales, summer’s miserable weather, coupled with the magazine announced a ‘satisfaction gap’ of more Australia in the first 11 months of 2009 – a decline according to airports operator BAA and the Co- than 15 per cent between the top guidebook of just one per cent on the same period in 2008, operative Travel. series Lonely Planet, which despite the global financial crisis. In November Severe weather in January has caused a 3.1-per-cent scored 79 per cent, and 2009 alone, 62,200 visitors from the UK visited the drop in passenger numbers using BAA airports, which the most favoured website, country – a five-per-cent increase on 2008. the airports operator said would only have been wildfrontiers.co.uk, which Rodney Harrax, Tourism Australia general manager a 0.3-per-cent fall without the weather disruption. scored an impressive for Europe, said: “Throughout the economic Heathrow saw a 0.5-per-cent drop in passenger 95 per cent. The poll, downturn we continued to market actively to the numbers, compared to January last year, with the bad extremely which was voted for British public via consumer marketing and trade weather contributing to the loss of around 145,000 cold start by over 2,000 of the campaigns, as we felt sure that there was still an passengers. BAA added that Stansted, Southampton, to the magazine’s readers, appetite from Glasgow and Edinburgh airports all year, has measured people’s Brits to holiday experienced a decline in passenger seen more people satisfaction ratings in in Australia.” numbers as a result of the snow, and fell look for some guaranteed different areas. He continued: by 5.6 per cent, 9.7 per cent, 12.2 per summer sun in 2010, Lyn Hughes, editor-in-chief “Our cent and 7.4 per cent respectively. and the predicted cold of Wanderlust magazine, said: “The campaigns Commenting on the results, BAA chief weather drives sales pace of change in travel has never been invited Brits executive officer Collin Matthews said: further,” Davis said. faster and these results show traditional to come and “There is no doubt that the market guidebooks struggling to complete enjoy uniquely remains a difficult one, and certainly the with blogs and websites, which can be Aussie snow didn’t help.” updated dozens of times each hour.” experiences, While the cold weather was responsible delivering for a decline in passenger numbers, Campaign messages Co-operative travel announced that it about our had, instead, experienced a dramatic rise promotes safety ABTA advises on weird and in summer holiday sales as a result of abroad wonderful the cold spell. The company recorded a new scanners wildlife, our 20-per-cent increase in online revenue, Hotel price comparison website Hotels-Fairy. welcoming with high street bookings rising by up to com has officially partnered with the Foreign and The Association of British Travel Agents (ABTA) has personality 20 per cent and agency branches being Commonwealth Office (FCO) to support the been encouraging agents to keep their customers and the subject to the same 20-per-cent increase campaign promotion of the ‘Know before You Go’ informed about new airport scanners, introduced rejuvenating in the seven days that followed what is site, which provides travellers with clear and simple at London Heathrow and Manchester, which show power of a being described as Britain’s coldest spell in advice that will help them stay safe abroad. them as nearly naked when passed through. The holiday in 13 years. According to the FCO, basic precautions such as scanners, introduced as a reaction to attempts made Australia.” The cold snap has triggered foreign taking out appropriate travel insurance and obtaining by Umar Farouk Abdulmutallab to blow up a plane vaccinations before visiting certain destinations, which flying from Amsterdam to Detroit over Christmas, could protect against many travel-related problems, are still under public consultation, according to are not taken by millions of Britons each year. To solve Transport Secretary of State Lord Adonis. He this problem and raise awareness of important travel mentioned that while many opponents view the issues overseas, the ‘Know before You Go’ campaign scanners as an invasion of privacy, an interim code of will show holidaymakers how to take basic precautions practice would be applied to the scanning process, that will protect them whilst away, at little or no extra including requests for same-sex scanners, that the cost. Hotels-Fairy will also post regular ‘Travel Safe’ scanner could not see the scanned person and that articles on its own blog as part of the campaign. no pictures could be retained. Commenting on the merger, Hotels-Fairy co-founder Speaking on the topic, ABTA’s chief executive Tom Greenwood said: “Holidays are about having Mark Tanzer said: “It is important that new security a great time, but failing to take basic precautions measures are introduced proportionately and can result in your holiday turning into your worst correctly so that the privacy and dignity of passengers nightmare. We are honoured that the FCO has given is not compromised. We will continue to help our us the opportunity to partner with them in getting the members to inform their customers of any new message out to travellers that, with just a few simple developments, so that they know what to expect actions, they can keep themselves safe abroad.” when they arrive at airports.”

International Visa-free travel holidays on the rise The prospect of visa-free travel within Asean countries has crept even closer after a recent meeting of Asean According to Internet travel site Cheapflights.com, tourism ministers at the Asean Tourism Forum. interest in international travel is on the increase, However, details from the scheme will not include despite heightened security concerns and policies. The every Asean country as some member countries ‘will data, which was based on searches for international still require visas for security reasons.’ Reports also state airline tickets during the first three weeks of the that the arrangement will only be applicable to tourists. year, shows a 25-per-cent increase in searches for Other discussions at the meeting included Asean international destinations when compared to the same tourism ministers and senior government officials period last year. Top destinations included Cancun, agreeing on a framework for the five-year strategic Mexico; London, UK; Manila, Philippines; San Juan, plan, scheduled to launch in Cambodia in 2011, Costa Rica; and Frankfurt, Germany. which aims to promote Southeast Asia as a one-stop Melanie Nayer, consumer travel expert at tourist destination. However, proposals to investigate Cheapflights.com, said: “While airports have the development of a unified Asean airline failed to implemented more restrictions … it hasn’t deterred reach a consensus. consumers from pursuing their travel plans. With the Meanwhile, Romanian citizens who wish to travel right preparation and research, now is a great time to Turkey for a period of no more than 90 days no for international travel.” She continued: “Airlines are longer require an entrance visa, according to the working hard to win your business, which means, Ministry of Foreign Affairs. The arrangement is valid with a little homework, you can get where you want for Romanian citizens with simple passports and on to go on your terms, and budget.” the basis that their passport is valid.

International Travel Insurance Journal TRAVELMATTERS 17

UK top for Easter Top city destinations break announced

Holiday home website holidaylettings.co.uk has Global research monitoring company Euromonitor revealed that the UK is the most enquired about International has released its latest Top City destination and the top choice for an Easter break Destinations Ranking for 2008 in terms of this year. According to the website, which has international tourist arrivals. According to the received 2.5 million visits since the start of 2010, company, international arrivals declined worldwide the UK is also the second most popular choice for during the last part of 2008 as the economic crisis February half-term breaks, after the Canary Islands, deepened, but the top 100 cities ended the year and is the third most sought-after summer holiday with 5.2-per-cent growth, with a number of cities – destination behind Spain and France. such as New York and Sao Paulo – enjoying double Although 2009’s staycation boom was not expected digit growth as a result of favourable exchange rates, to last into this year, Holidaylettings director Ross aggressive government stimulus, increased air links Elder said: “We’re delighted to see that the value and and successful promotional activity. space factors associated with renting a holiday home The research revealed that London attracted remain prominent ideas during this peak booking 15 million tourists during the year and topped period and that more people than ever are seeking Euromonitor’s list. New York was a close second this type of holiday.” with 11 million arrivals, with Bangkok coming in at number three. Bangkok, the company said, is highly Bright future ahead dependent on tourism from key markets such as the US, the UK and Japan, however the city suffered a Britons set sights on According to a survey by market research agency six-per-cent decline in international visitors after civil BDRC Continental, domestic tourism in the UK is set unrest, which lead to the closure of its airports in foreign climes for ‘another strong year’ after 70 per cent of people November 2008. questioned said they were likely to book a UK holiday According to a study by First Rate Exchange Services, in 2010 and 31 per cent feeling that the UK is now 58 per cent of UK adults intend to take at least one more appealing as a destination – compared to 25 holiday overseas this year, compared with 54 per per cent in 2009. In addition, 39 per cent claimed cent of people in a similar survey conducted last that they would consider taking their main holiday in July. The research also revealed that the 18-to-24 the UK this year – up 10 per cent on 2009. BDRC age group is most likely to embark on international Continental attributed the move towards so-called travel, with 64 per cent of respondents in that group ‘staycations’ to the continuing strength of the Euro and planning to holiday abroad in 2010. a ‘growing feeling of disillusionment with air travel’. However, only 54 per cent of 35-to-44-year- Steve Mills, travel and leisure team director for olds said they would travel this year, many citing the company, said: “The UK holiday industry holidaying with children as an unaffordable luxury as a stumbled upon a huge opportunity in 2009 to reason for staying at home. demonstrate what it can offer to a lost generation of Londoners are the most likely to be jetting off to foreign holidaymakers. The UK tourism industry needs to climes, with 68 per cent intending to travel abroad, continue to focus on delivering two key components compared to only 54 per cent of West Midlanders. to ensure it takes full advantage of this trend and Gordon Gourlay, managing director of First Rate makes Britain the destination of choice in the future – Exchange Services, said: “It is, of course, good news and they are value for money and quality of service.” for the travel industry that the majority of people Amongst the data collected by the survey was that Vacation spending intend to take at least one international break this 46 per cent of those considering Europe as a holiday year. It appears, however, that in the early part of destination had revised their plans on the basis of to halve 2010 there may be greater demand for holidays the current Euro exchange rate and eight per cent which appeal to younger age groups, as many will not go to Europe at all. A further 41 per cent A new survey by eDigitalResearch has revealed that families are set to forgo their traditional break or of those who stated they find the UK appealing said one in four people plan to spend up to 50 per cent intend to leave it until later in the year to decide they were ‘fed up’ with air travel – a 12-per-cent less on their holidays this year, compared to last year, whether finances will stretch to a holiday abroad.” increase on last year. and 48 per cent are more likely to shop online to find the best money-saving deals available. In fact, 87 per cent of the 2,028 people surveyed Cruising to the top during the first week of January had refrained from booking holidays over the festive period when, Twelve months after www.cruise.co.uk, the UK’s director of the website, said: “It’s great to see that Internet record traditionally, operators start advertising early booking largest online cruise community, first published its users are now posting their reviews in even greater discounts. The research company also claimed that ‘definitive guide to cruising’ in the shape of Cruise numbers and soon after they return. There have predicted more people are moving online because of the Passenger Ratings, written for and by UK cruisers, the been a number of movers and shakers since summer increased convenience and control the online arena site now holds over 20,000 cruise passenger reviews 2009.” He continued: “British cruisers are making A recent poll of more than 1,200 people has gives them. and January’s results have been announced. Visitors their thoughts clear; there are a number of new revealed that 15.1 per cent of those surveyed are David Smith, IMRG operations director, said: “This to the website are asked to rate cruise operators and entrants into the top 10 across each category, some more likely to use the Internet to book holidays marks a shift in consumer purchasing behaviour as their ships in eight different categories: Best Ship; Best moving up and also dropping out.” this year than they were last year. Accommodation more people are swayed by better holiday deals Cruise Line; Best network Crashpadder.com, which online and are less likely to plan so far in advance. Accommodation; conducted the research, also With retailers announcing bumper sales figures over Best Entertainment; revealed that 8.8 per cent of people the festive season it is clear that people preferred Best Food; Best are likely to go on a ‘staycation’ in to spend their money on instant gratification, as Service; Best for the UK this year as a result of the opposed to planning their sunny getaways.” He Kids; and Best recent recession. continued: “With another tough year ahead for Shore Excursions. Company founder Stephen travel, it is important that companies capture the Cunard Line Rapoport commented on the growing online bookings market with better deals topped the ranks findings: “The Internet is a powerful and a better user experience.” for Best Cruise tool when it comes to big purchases Commenting on the drop in customer service Line in 2009 like holidays. Aside from generally contact in the survey, Chris Russell, eDigitalResearch and 2010, while lower prices, people can read co-founder and director, said: “One of the biggest Thomson Spirit hundreds of impartial reviews on reasons for a drop in satisfaction is the inability to took top spot for locations, hotels and airlines, as well deal with, or resolve, customer queries quickly. With Best Entertainment as compare packages directly. It’s a more people hunting for better deals online with less and Best Service. level of transparency that traditional disposable income, companies need to concentrate Commenting on travel agents simply can’t offer.” He on ensuring that the customer journey is seamless the results, Seamus continued: “Already we’re seeing from the homepage to the purchase and delivery.” Conlon, managing Cunard Line’s Queen Victoria cruise ship Dashers strong growth for bookings in 2010.”

www.itij.co.uk 18 CROSS BORDER CARE

Tunisian tourism figures rise

In a survey published by African Business, it was found Burundi. Meanwhile, 18 per cent of visitors (3,000 that 250,000 foreign patients went to Tunisia in 2009 people) came from Western nations, ­most of whom for medical treatment – the foreign patients included came for plastic surgery. The survey also emphasised some from Libya, Algeria and sub-Saharan Africa. the importance of medical tourism in terms of According to the findings, around four million people revenue earnings for Tunisia – in 2009 medical arrived in Tunisia from Libya (70 per cent of the total tourism accounted for five per cent of the country’s visitor number), while 12 per cent of medical tourists export of services, and represents 24 per cent of hailed from the Cote D’Ivoire, Senegal, Mali and private hospital turnover.

Saudi health tourism Merger saves money gains popularity Treatment Abroad, an online health information guide for UK-based medical tourism, has partnered with Medical tourism in Saudi Arabia is gaining prominence foreign exchange specialists HiFX to enable medical and is becoming more popular, according to a tourists to get the best possible exchanges rates and report by Saudi Arabia’s Supreme Commission for save money when paying for treatment overseas. Tourism and Antiquities (SCTA). The country’s health The partnership is set to make life easier for those and medical tourism industry achieved more than travelling overseas for medical treatment, and 800 million riyals (Dh783 million) out of the total patients will now be able to pay for their treatment Numbers up in Germany spending by both citizens and expatriates tourism in through a foreign exchange specialist rather than 2007, with foreign tourists spending over 400 million through the mainstream banks. According to speakers at a recent conference on patients while also containing the costs incurred. He riyals to undergo treatment during the same period, HiFX, which handled almost £20 billion in foreign medical tourism held in Sankt Augustin, Germany, also pointed out that one of the reasons Germany said the SCTA report. exchange receipts last year, will provide patients the country attracted more than 70,000 patients has been seeing an increasing number of foreign The report showed that there are several medical with the help and guidance they need to get the from other countries for in-patient treatment last patients is the guaranteed prices – while a heart firms and centres to promote medical tourism in the best exchange rate and save money when paying year. Jens Jusczak, a speaker from the University of bypass can vary in cost depending on the doctor in Kingdom, particularly in Riyadh and Jeddah, including for their treatment. Patients arranging medical travel Applied Sciences, Bonn-Rhein-Sieg, told delegates the US, all prices are the same in Germany, making it The Prince Sultan City for Humanitarian Services, through Treatment Abroad can organise payment to that a recent market study on international patients in easier for patients to contain their own costs. Dr Sulaiman Al Habeeb Centre, Kingdom Hospital, clinics and hospitals directly through the Treatment German hospitals revealed that those hospitals that Looking to the future, Germany would like to attract Dallah Hospital, Saudi German Hospital as well as Abroad website, and HiFX’s online international are happy to accept international patients in the past more Arabian patients, and to this end Professor Dr several other clinics. money transfer service will allow Treatment Abroad two years have been more profitable as a result. He Nicolas Abou Tara, adviser to Hamburg’s Ministry Abdul Rahman Al Jassas, SCTA’s executive director customers to transfer up to £50,000 to pay for explained that the improved financial results were of Social and Family Affairs, spoke about the type for tourism development in the Riyadh region, treatments and access live and discounted exchange due to ‘the systematic development of new markets, of treatments Arab patients are most interested in, said that Saudi Arabia is also making giant strides in rates. The exchange specialist’s rates of foreign particularly Russia’, in combination with better and which regions and clinics they prefer to use, and how business and conference tourism. “Riyadh hosted currency exchange can also save patients up to four more long-term marketing strategies. hospitals in Germany can tie up with local Arabian more than 50 per cent of these types of tourism per cent on the exchange rate. Meanwhile, head of the international department hospitals. According to Tara, Arab patients tend to activities Kingdom-wide during the last year,” he said, The service will offer peace of mind to patients, of University Medical Centre Hamburg, Leonore head to Munich for treatment, as the region and adding that Riyadh is to open a number of hotels according to managing director of Treatment Abroad Boscher, gave an interesting presentation about city are seen as international and attractive for both over the next couple of years to increase its capacity Keith Pollard. Commenting on the partnership, he how hospitals can improve the flow of international treatment and tourism. to accommodate more tourists. said: “We [Treatment Abroad] aim to help medical tourists make informed choices about treatment options abroad by providing as much information about all the practicalities of arranging treatment abroad. This Visa scheme criticised collaboration with HiFX will make it even more cost effective and easier for patients to arrange and pay for The Indian Medical Travel Association (IMTA) has their treatment overseas both off and online.” said that the government’s Medical Visa (M-Visa) initiative to encourage growth of medical tourism in the country has not had the desired effect as travellers are not using it, thanks to several inherent flaws in the scheme itself. Currently, most of the medical tourists who head to India apply for tourist visas, not the M-Visa, as the requirements for the M-Visa are more stringent. Visitors who want an M-Visa must first register with the Foreigners Regional Registration Office (FRRO) within 14 days of arrival in India, which is a requirement that the IMTA has criticised, saying that: “This is an avoidable inconvenience imposed by the M-Visa, particularly in view of the fact that the patients may not be able to leave the hospital once their treatment starts to go and register at the FRRO.” Munich International patients who visit India on M-Visas therefore have to seek the local hospital’s help to go to the FRRO and comply with the procedures, Asian medical tourism soars putting avoidable strain on that hospital’s resources. The IMTA believe that as a result: “The hospitals Medical tourism has emerged as the fastest-growing markets including Thailand, Singapore, India, Malaysia, have often been advising potential patients not to segment of the Asian tourism industry, according Philippines and South Korea, revealed that despite apply for M-Visa and opt for Tourist Visa only. But this to a new market report by research firm RNCOS. the global economic downturn, medical tourism has defeated the purpose and the good intentions The report, titled Asian Medical Tourism Analysis in the Asian region is in its infancy, has enormous with which the Government of India introduced the (2008-2012), revealed that the high cost of medical potential for future growth and development, and is medical visa scheme.” Pradeep Thukral, executive treatments in the US and UK has attracted patients predicted to grow at a CAGR of around 16 per cent director of the IMTA, added: “IMTA has apprised the from these regions to alternative cost-effective between 2010 and 2012. Presently, the Asian medical concerned ministries of the Indian Government of destinations such as Malaysia, Thailand, India and tourism industry is growing at a double-digit rate, with the issues with medical visas and we have requested Singapore, which have all been pouring investments Thailand, India and Singapore dominating the region’s them to modify the norms to make it an enabler for into their healthcare infrastructure to meet increasing medical tourism industry with a combined market the growth of medical value travel to India. An early demands for quality-assured medical care. share of 90 per cent in 2009. India is predicted to action to address the issues with medical visas would The report, which provides comprehensive research emerge as the leader for the region’s medical tourism surely enhance the volume of international patients and analysis of the current market performance and industry by 2012 and is estimated to account for over coming to India; it will also help to track the numbers the future outlook of key Asian medical tourism 25 per cent of the sector. of medical tourists arriving to India more accurately.” CROSS BORDER CARE 19

Debson partnership begins Qmentum International launched

Debson Medical Tourism, which is recognised as two companies, with their combined 30 years of Accreditation Canada International (ACI) has founded on ACI’s national accreditation programme one of the top 10 medical tourism companies in service, will give patients almost unlimited choice, not launched Qmentum International, a new and fulfils the requirements of the International Canada, has teamed up with Debson ITS, a provider only in the venue of the medical treatment, but also accreditation product that has been designed Society for Quality in Health Care. of medical interactive medical conferencing, to in how they communicate with their doctors. The with international clients in mind. The scheme Wendy Nicklin of ACI said: “We have been involved give patients and doctors the flexibility to travel continuity of medical service applies to both primary will challenge performance-orientated, client- in international health accreditation since the 1960s, with instant access to their medical information. care physicians and specialists.” focused health organisations at all levels, while [so] based on this experience and our ability to tap According to the firms: “The global reach of these Interactive video conferencing, which is one of the also recognising achievements throughout their into the expertise of our partners worldwide, we services that Debson ITS provides, allows doctors patient management process. According to ACI, the launched this invigorated and dynamic accreditation to monitor patients in real time across a global scheme “focuses on quality improvement, patient programme tailored to international markets. communications network. The technology allows safety, risk assessment and mitigation, performance We look forward to continuing to help health doctors in more remote areas to share knowledge, measurement and accountability. It provides a organisations around the world reach their quality upload procedures and compare notes on cases, all sustainable quality improvement approach through improvement goals through the application of the to the benefit of their patients. step-by-step implementation.” Qmentum has been most comprehensive, rigorous standards available.”

The South Korean National Assembly in Seoul Accreditation questions

Legislators in South Korea have said they are considering the implementation of a domestic hospital accreditation system, which would replace the international accreditation that is currently sought from Joint Commission International (JCI). Shim Jae-chul, one of the legislators involved, has submitted a bill to South Korea’s National Assembly that calls for the creation of a single international hospital accreditation scheme for Korean hospitals. He explained: “Korea needs an accreditation system that patients at home and abroad can trust, which can be used to find the most suitable hospital for their illness. Under the current law, general hospitals and clinics with 300 beds or more are required to participate in hospital evaluation programmes as part of plans to improve the quality of the country’s medical services. However,” continued Jae-chul, “they have not been much use as they lack credibility and their assessment reports have been too ambiguous and general. An excessive number of accreditation bodies, run by the government, associations, as well as academies, have been established, resulting only in a financial burden on the government and a work overload at hospitals.” Under the bill that has been submitted to the National Assembly, a new domestic accreditation scheme would mean that only hospitals that want to certify their medical skills would participate and hospitals would be allowed to receive accreditations only in those areas in which they are proficient. Jae-chul added: “An independent organisation will eventually take over the state-initiated programme once it gains trust among patients. This will help local hospitals promote medical skills without having to pay a hefty amount of money to gain international accreditation from organisations such as the JCI that is only suitable for large hospitals.” According to Jae-chul, although accreditation from the JCI is important to those hospitals that wish to target American medical tourists, it is not widely recognised in countries such as Japan, Russia and Middle Eastern Nations. The latest figures from the medical tourism industry in South Korea show that in 2008, the country welcomed 27,480 foreign patients, rising to 50,000 in 2009. It is predicted that 200,000 medical tourists will visit South Korea for treatment in 2012. 20 AIRAMBULANCENEWS

Nurse recruitment Is bigger really better? Part 2 problems

Continued from Part 1, ITIJ 109, February 2010 converters to support medical equipment. ICU The Canadian provincial ambulance system is medical equipment such as ventilators, monitors, finding it difficult to recruit air ambulance nurses due The benefits of large aircraft medical defibrillators, pacemakers, infusion pumps and to the stressful and demanding nature of their job, conversions to evacuate high numbers incubators for neonatal transport are also often according to chief executive officer of Ambulance of casualties across long distances are included, together with telemedical devices to ATSB preliminary NB Alan Stephen. clear. Femke van Iperen looks at some of send patient data to a ground station to receive a According to Stephen, roughly a dozen flight nurses the options available as demand for large third opinion during complications onboard.” investigation complete are working in the provincial system at present, but it is medevac aircraft grows Thanks to medical technicians who have been a challenge to recruit and retain such nurses due to the performing regular checks since 2005 … the Although the Australian Transport Safety Board high level of skill involved with their Commercial air ambulances medical standard of the Swedish National Air (ATSB) is continuing further investigations into the work. “Nurses are a premium Commercial air ambulance operations, explains Medevac (SNAM) design is also notably highly ditching of a Pel-Air plane into the sea off Norfolk right now,” he explained, “[and] Horst Heinicke of Spectrum Aeromed, include advanced. The self-sustaining micus™, which Island on 18 November 2009, its preliminary report to get the nurses that we’re a mix of multiple Intensive Care Units (ICU) and has oxygen and an internal electric supply for has now been released. The ATSB states: “The looking for with those critical- stretchers (three to six patients). “This model is a minimum of two hours, includes a patient information contained in this preliminary report is care skills is a challenge. In a particularly derived from initial investigation of the occurrence. lot of cases, they’re moving the attractive Readers are cautioned that there is the possibility that sickest of the sick. So that’s a in the case new evidence may become available that alters the very stressful situation.” of a known circumstances as depicted in this report.” Targeted recruitment efforts patient pool The preliminary report gives a detailed history of and good marketing is and during the flight, from when the Westwind 1124A aircraft, helping the provincial peak seasons registered VH-NGA, departed from Samoa, right system to meet their in holiday through until the moment the flight crew, doctor, flight targets and to keep destinations in nurse, patient and passenger were rescued from the it fully staffed, said Turkey, Spain, sea, having escaped from the ditched plane. The report Stephen, with the Canary Islands states that at several points during the flight, the crew aim being “to in summer or sought meteorological information from Auckland recruit people winter skiing Oceanic, which indicated that the weather at Norfolk who want to stay areas”, he Island was deteriorating. Upon requesting weather in their areas.” says, adding: information from Norfolk Island, the crew were told Despite difficulties “Commercial that the weather conditions had deteriorated further in obtaining these air ambulance – around 20 minutes before landing, Norfolk Island’s skilled professionals, operators Unicom operator notified the pilots that the weather more than 100 emergency also serve had deteriorated to well below landing minima. service professionals have certain patient mainstreams: for example Middle ventilator, defibrillator with vital-signs monitor, However, with no extra fuel onboard that would allow been introduced to the East to Far East (Bangkok or Singapore, [where multi-channel infusion pump and dual-suction the aircraft to carry on to the next nearest runway, the system since it went online in they can access] high-end treatment at a fraction pumps. It also has a detachable carbon-fibre Pel-Air pilots had little choice but to attempt a landing. December 2007. of the costs in Europe or the US), or Middle East stretcher allowing for computerised tomography Four failed attempts later and with fuel running so to Europe or US [which have the] highest quality (CT) scanning while the patient is still on life low the pilots were concerned it would run out, the and reputation). This allows the operators to support. Less critical patients can be transported decision was made to land the plane in the sea. establish some sort of scheduled air ambulance on litter stacking systems, which can be expanded The report continues: “The fourth missed approach service that can be booked through the hospitals with advanced life support capability. procedure was initiated at about 10.25 hrs. The crew Air New Zealand or health authorities. This is possible, because then levelled the aircraft at about 1,200 ft above mean most of the medical transports are ‘plannable’ Medical organisation sea level and turned the aircraft to the south-west. offers economy beds within a certain time window of one to three However, permanently ready equipment is only When the flight crew were confident that they were days or sometimes more.” part of the solution. The University Hospital established over water they reduced engine thrust to Air New Zealand has helped insurers and assistance Royal Air Jet, a charter operator between in Umeå, Northern Sweden, trains and co- flight idle, selected full flap extension with the landing companies to control their repatriation costs by the UAE and Europe, also runs a licensed ordinates SNAM medical crews and is responsible gear retracted, and adjusted the aircraft’s attitude on putting beds in economy class. The beds are aeromedical evacuation service. The service, for the medical equipment and medications. instruments to slow the aircraft to a speed of 100 formed by foot rests rising to the level of three onboard a Boeing Business Jet (BBJ), has space The medical crew consists of flight doctors kts. The aircraft’s landing lights were switched on; seats – a blanket and loose, normal-sized pillows for up to three intensive care patients, but (anaesthesiologists and a trauma surgeon), flight however, the flight crew later reported that they never complete the arrangement. The airline has said is mainly for private use. Royal Jet Medevac nurses (specially trained in anaesthesiology and saw the surface of the sea before ditching.” that in order to benefit from the beds on offer Operations is reportedly the preferred supplier intensive care), and a medical technician. All pass Before landing in the sea, the pilot told the passenger, to economy passengers, travellers will have to for armed forces, health authorities and medical through a three-level educational programme doctor and nurse to don their life jackets. The doctor purchase all three seats. insurance companies, with hospitals, embassies with yearly refresher courses carried out jointly decided against putting a life jacket on the patient, Rob Fyfe, chief executive of the airline, told and tour operators as clients. There are specialist with the cabin reconfiguration drill. as he feared that doing so would hinder the release reporters: “For those who choose, the days of sitting medical teams and airworthy-approved critical- of the patient’s restraints after ditching. There were in economy and yearning to lie down and sleep are care mobile ICU equipment, neonatal ventilators The future some questions asked about the lack of life rafts gone. The dream is now a reality; one that you can and defibrillators onboard. Sweden has come far in long-distance mass when the incident first occurred, but the report even share with a travelling companion – just keep rescue operations since the Gothenburg incident, states: “Life rafts were placed in the aircraft’s central your clothes on, thanks.” Named Skycouches, the The benefits and is scheduled to have two operational ship aisle ready for deploying after ditching. At the time of beds in the first 11 rows in the economy seats will Besides the more obvious advantages of non- sets in place imminently. “We are currently in the ditching, the two flight crew and the patient were convert to Skycouches. permanent adaptations without modification of discussion with seven different nations and we not wearing life jackets.” Upon landing in the sea, all So, thanks to Air New Zealand, insurers and the plane, the general benefits of large plane are targeting the system to head-of-state aircraft”, the occupants exited the aircraft quickly, and there assistance companies no longer have to pay top medevac conversions are extensive. Heinicke says Mr Österhed. “The recently launched had been no time to take the life rafts. dollar to repatriate their clients in first or business says: “Commercial air ambulance operators can corporate BBJ C Boeing, a multi-role convertible Following the accident, the aircraft operator Pel-Air, class on aeroplanes from far-flung destinations. collect patients from different locations on one 737 BBJ aircraft, also has a quick reconfiguration has said that a programme has begun to check and turn-around, with the advantage that, though to medevac.” The airplane, which reconfigures revalidate the company’s commercial Westwind pilots. the cost per flight is slightly higher, the cost per from all-passenger to all-cargo in less than eight The scheme has addressed the company’s policies, patient is definitely lower, which gives operators hours, is available to prospective customers procedures, safety management systems, the use and and customers (mostly insurance companies) for disaster-relief or for patients requiring application of threat and error management principles a large advantage in a competitive and cost- medical evacuation. As for the future of the VIP and the Instrument Flight Rules. sensitive market.” Bombardier CRJ200 ambulance project, the The ATSB has said that its investigations will continue, There is also the advantage of type and quantity two companies have agreed to review future and will centre on examination and analysis of the of equipment larger planes can carry. “Onboard conversion of other larger airliner types such as meteorological information at the time, and its effect all the aircraft there are stretchers with comfort the Airbus A320 series and Boeing 737. As the on the decision making and actions of the crew pads for long-range transports; oxygen supplies world is changing, so are the demands on patient during the flight; fuel planning relevant to the flight; with therapeutic oxygen (3,000 to 12,000 litres, safety, and the development of medevac planes is operational requirements that were relevant to the depending on mission duration) and power far from stationary. conduct of the flight; crew resource management and aeromedical flight classification and dispatch.

International Travel Insurance Journal AIRAMBULANCENEWS 21

Calvo’s and CareJet strike discount deal

Calvo SelectCare has announced that it is to partner health plan, and it reflects greatly on the quality of Aviation Concepts, doing business as CareJet, to offer services that [the plan] provides to its members. air ambulance services to Calvo SelectCare Health We are proud of the new association with Calvo’s plan members. Members will be given a 50-per-cent SelectCare.” Habeck continued: “The benefit has discount on air ambulance services, which will apply to already been extended to a member of Calvo’s medically necessary air ambulance services that meet SelectCare [plan] who needed emergency air CareJet’s criteria and will require pre-certification and ambulance evacuation and was transported in a sea approval by Calvo’s SelectCare staff. level-pressurised cabin to an acute care facility.” Frank J Campillo, health plan administrator for Calvo’s SelectCare, said: “We are very pleased to extend this new and much-needed benefit to all our members, especially since we have seen that lives are saved when a patient is Salt Lake City timely transferred to a better equipped acute care facility.” Terry Habeck of CareJet Headquarter relocation for Eagle Air Med added: “This agreement is a The air medical management team for US- still being determined. great step forward and a great based air ambulance firm Eagle Air Med is According to company officials who reassured enhancement of the benefits to be relocated to Salt Lake City as of the public, there will be no decline in the quality provided to the members March this year, following a decision of service provided by Eagle Air Med as a result of the Calvo’s SelectCare to centralise management resources. of the move, the relocation has been a topic of While the relocation will not effect discussion for a while and was only delayed because the daily medical operations of Eagle of the impact it may have on the close working Air Med, its base operations, including community within the air ambulance company. Pel-Air pilot suspended maintenance, business development, Commenting on the relocation, president of equipment, supplies, compliance and Eagle Air Med Joseph Hunt said: “From a business According to reports from Australia, the pilot of a still investigating Pel-Air’s fuel policies, practices and other administrative personnel, will still be perspective, our administration needs to be Pel-Air Westwind air ambulance jet who ditched the training as a result of the accident, in which all crew maintained at its current Blanding base. The located where we have additional resources and aircraft in the sea after running out of fuel has had his members, the patient and her partner all survived, move will, however, affect presidents of Eagle Air where we have opportunities that will benefit pilot’s licence suspended. Although the Civil Aviation despite spending some time in rough sea around Med Joseph Hunt, Jim Hunt, Cheryl Bowers and our organisations now and in the future. We have Safety Authority (CASA) has said it is unable to Norfolk Island. Dominic James, the pilot in question, the support personnel they require to run the delayed this inevitable relocation because of the confirm or deny individual cases of suspension due to has said he could not comment on the situation air medical management operations, although impact it will have on the Eagle Air Med family and the Privacy Act, it did say that it was able to suspend until the Australian Transportation Safety Board had specifics on which personnel will be moving are the community.” a pilot’s license ‘in the interests of safety’. CASA is completed its investigation. New aircraft in Oz The Australian Royal Flying Doctor Service (RFDS) can move more people – it means we can offer NEWSWIRE has announced the addition of three new aircraft a broader service to people at our clinic locations.” to far north Queensland, which will help provide Meanwhile, the Rio Tinto Life Flight aircraft, which Winnipeg’s Fast Air, which carries out vital healthcare services to communities that might was introduced to the RFDS recently, has already transports including medevacs, is under investigation otherwise be forced to go without. According to the proved its worth, moving three patients when crews by Transport Canada. The firm’s head office has charity, two new Cessna Grand Caravans and one on the RFDS turbo prop aircraft at Derby and Port been searched, but the company has retained its Beechcraft King Air B200 are joining the existing fleet. Hedland were both busy. The Rio Tinto jet flew licence to operate. Russell Ousley, spokesperson for RFDS, said the from Perth to Kununurra to pick up a woman with Cessnas will serve 12 communities in the far north, acute kidney problems, transferring her to Broome CEGA Air Ambulance has reported that Dr Stephen Langford Rio Tinto/Ross Swanborough targeting primary healthcare needs, and freeing up hospital. While in Broome, a man on life support was it has comfortably weathered the global economic the rest of the fleet for other medical emergencies. picked up and the jet then flew on to Port Hedland to gold in the north west of the state. He commented: crisis and expects to increase its business in 2010. He added: “We can put a higher number of people retrieve a patient with an acute cardiac condition. Both “The jet enabled the transfer of these three patients The company moved the same number of patients into the aircraft and fly them out to clinic locations, patients were then flown back to Perth for specialist from the Kimberley and Pilbara in a round trip, which in 2009 as it did in 2008. but the aircraft don’t have to be used to evacuate treatment. Stephen Langford, RFDS medical director, saved a total of 18 hours, compared to flying the same patients. So that means we can save money, we noted that the jet was proving it is worth its weight in patients on turbo prop aircraft in separate trips.”

www.itij.co.uk 22 IPMI NEWS

in a variety of healthcare leadership positions in both Email claims accepted Cigna expansion Europe and the Asia-Pacifi c regions. Most recently, Warning of costly Biddlestone served as managing director of Bupa’s ALC Health, the international healthcare insurer, Cigna International has announced plans to develop global healthcare business base in the UK. cover has announced that it can now accept claims from and offer individual international private medical Meanwhile, Cigna International Expatriate Benefi ts corporate clients as scanned email attachments. insurance (IPMI) to better respond to the emerging (CIEB) has expanded its Canadian division with the MediCare International has warned expatriates This new system, says the company, will help to needs of customers around the globe. The company addition of two new members of staff. Allison Martin, heading to work or live in Switzerland that, although avoid the need to request original documentation by will provide PMI for citizens in countries outside the new director of Canadian business development, the country has an excellent medical reputation, post prior to making settlement on a claim, and will US as well as to individual expatriates and high- and Tracey Trimble, new director of Canadian client the high level of care provided comes at a cost – speed up the claims process. In addition to making net-worth individuals. Keith Biddlestone has been management, will provide consultative sales and whereby everyone living in the country is required the system faster by accepting emailed claims, ALC’s appointed to lead Cigna’s service expertise to to have basic health insurance. The law states that clients are less likely to have to fund their own IPMI effort, reporting to Cigna clients in Canada and expatriates are responsible for acquiring medical claim whilst waiting for a settlement. Clients will International president William will be based in Ontario. insurance within the fi rst three months of their receive immediate acknowledgement of their claim Atwell, and is responsible for Ms Martin joins Cigna arrival, while babies must be insured within three confi rming its safe receipt. establishing and implementing with extensive sales and months of being born. The only people exempt from Andrew Apps, director of ALC Health, said of the the company’s individual PMI business development these rules are international civil servants, members move online: “Whilst this system is not unique in the strategy on an international experience in the Canadian of permanent missions and their family members. market, it’s far from commonplace and demonstrates, scale and creating a world- insurance marketplace The compulsory insurance can be supplemented once again, ALC’s continuing push to provide our class international individual for Sun Life Financial and by private, ‘complementary’ insurance policies members with a stress-free claims experience. Clients business. previously with Canada that allow for coverage of some of the treatment are often left out of pocket whilst they make payments Atwell commented: “We’re Life Assurance Company. categories not covered by the basic insurance, or to immediately for their medical care and so ALC should very pleased to have Ketih Tracey Trimble Allison Martin Ms Trimble has client improve the standard of room and service in case of hopefully be making this less of a fi nancial burden, as take on this important role for Cigna International. management experience in the Canadian group hospitalisation. According to MediCare International, While our goals are aggressive, with Keith’s leadership, insurance industry, holding positions of increasing expats moving to Switzerland need to ensure they capabilities, expertise and in-depth knowledge of the responsibility over the last 10 years with Sun Life are covered by private medical insurance in order to individual PMI arena, I’m confi dent he’ll be successful Financial. guarantee they are covered for all eventualities, such in this new role and help Cigna International better Last but not least, Cigna HealthCare has announced as air ambulance evacuation. serve individual expatriates and local citizens around that Julia Higgins has been named as president of David Pryor, senior executive director of MediCare the globe.” Biddlestone joins Cigna from Bupa its mid-Atlantic market, which includes Maryland, International, commented: “As Switzerland is part International, where he spent more than 25 years Virginia and Washington, DC. of Europe, many people mistakenly believe that if they are European at least, they will be covered automatically under the European Health Insurance Card scheme, even at a basic level for healthcare. InterGlobal introduces FMU However, it is compulsory for non-citizens of the country to ensure they are covered independently International private medical insurer (IPMI) InterGlobal UltraCare range offers four plans, which can be for in- within three months of relocating to the country, as is introducing a full medical underwriting (FMU) patient medical treatment only, through to a full refund they will be exempt from free healthcare.” Sue Wilson option to its UltraCare range of individual IPMI for nearly all in and outpatient treatments. For expats who have been employed in Switzerland claims are processed as soon as they are received.” plans. FMU, which is being piloted with a selection Paul Weigall, head of sales for the insurer, noted: “Many for less than three months, and unable to submit Meanwhile, the company has also expanded the of international brokers, will enable many people to expats and international travellers have some existing proof of private medical insurance from their home remit of its Spanish offi ce to manage the company’s obtain immediate cover for pre-existing conditions. medical conditions in their records that they would like insurance, it is mandatory they take out Swiss business across Southern Europe. The new The FMU option, which complements the company’s to be immediately covered by their private medical insurance, which could end up costing them a great European centre, based in Marbella, deals with all existing moratorium underwriting, is designed to insurance plan. By choosing the FMU option, we will deal more than a private policy. client enquiries, sales and broker support across offer members with pre-existing medical complaints be able to assess their medical history in full and will be the region – Sue Wilson, who joined the company complete certainty on their cover. Under the option, able to decide immediately whether to cover their pre- in 2003, will head up the new offi ce. As part of the after assessment of medical records, members with existing conditions at an agreed premium – or whether transition, ALC Health has increased its team in pre-existing conditions will either be covered in full at to exclude that particular condition from cover.” IPMI PROVIDER Marbella and has also acquired larger offi ces for its the outset for an agreed premium, or the condition According to Weigall, the company’s preference is to expanded operations. Speaking about the move to will be permanently excluded from cover. The offer full cover wherever it is possible. Spain and the company’s future targets, Ms Wilson commented: “Going forward, ALC Health will use the same business model to further identify areas where ALC’s products meet exactly the needs of International Citizens website launched expats living and working overseas. It has been a very International Citizens, an organisation dedicated to and now permits downloads of a pdf comparison table Interglobal exciting time to be involved with ALC Health during helping expatriates with their international insurance showing all the plans side-by-side. this stage of growth and development and whilst we needs, has launched its new website providing users Mason added: “International Citizens has been a CONTACT: Peter Rousseau - Group Business Devlpmt. Director look for new business opportunities, we will not be with travel health insurance options. The website also benchmark for those who are looking to purchase Woolmead Hs East, The Woolmead, Farnham, compromising our service standards.” Previously, Ms incorporates enhancements such as a client zone, international insurance coverage. We are one of the Surrey, GU9 7TT UNITED KINGDOM Wilson worked with the International Management an expatriate blog, and Twitter feeds. According to very few sources where visitors can see a comparison tel: +44 (0)1252 745 900 Group before joining associate company IMG- director Ross Mason, the website also offers a ‘greatly of the top international health insurance plans from the fax: +44 (0)1252 745 920 Europea Goodhealth prior to joining ALC Health’s improved’ plan comparison section, where users can world’s leading insurance carriers, such as Lloyds of email: [email protected] web: www.interglobalpmi.com broker arm SJA International, and later ALC Health. view and compare all the options available to them, London and ihi Bupa.”

International Travel Insurance Journal IPMI NEWS 23

Scholarship Aetna names Patel head of international Nugent joins BHSF programme Aetna has announced that Sandip Patel has been systems worldwide, Healthcare insurer BHSF has strengthened its named to the new position of head of international and grow our business business team with the appointment of Paul announced business. In this role, Patel will develop and execute in the global market. I Nugent as an employee benefi ts consultant. growth strategies to further expand the company’s am extremely pleased Nugent brings with him 30 years of experience Washington DC-based Clements International has international business, building on the success that Sandip has chosen with some of the biggest names in insurance, announced its second annual scholarship programme of Aetna Global Benefi ts, with both expatriate to continue his career including Prudential, Royal London and AIG. for expatriate students. The company’s Life In a and health administration services businesses at Aetna and I am His new role with BHSF is to build on the Flying House 2010 Expat Youth Scholarship will worldwide. Patel joins Aetna from IBM Global confi dent that his company’s Health Scheme business, which award $10,000 to students between the ages of Business Service, where he served as a managing experience in developing was founded in the 19th Century. Nugent said: 12 and 18 of any nationality who have resided partner and general manager for the India/South global market strategies “Being a not-for-profi t business gives us a real in a foreign country for at least two consecutive Asia region. will help us enter new advantage when it comes to value and service. years. The Flying House idea is inspired by the idea Aetna’s president Mark Bertolini said of the growth markets and I am really looking forward to developing the that students who spend their childhoods moving appointment: “Opportunities abound for Aetna to expand our global new business with existing and new customers between different countries and cultures acquire help build, enhance and improve access to healthcare footprint.” Sandip Patel in the area.” unique life experiences. Chris Black, president of Clements International, commented: “We were overwhelmed by the success of our fi rst scholarship contest last year and the positive response we received from the expat community. We’re excited to do it again and look forward to hearing from expat students and their families living all over the world.”

ARS ally with Assent

Assent Medical Cost Management, a US-based provider of medical claims and healthcare services, has entered into a strategic alliance to provide personalised healthcare concierge services to members of Aon Risk Services (ARS) working in Mexico. ARS is the risk management and insurance brokerage business of Aon Corporation. Under the terms of the agreement, Assent will provide Aon Mexico members with a number of healthcare concierge services, including obtaining medical appointments, travel arrangements and hotel accommodation for patients and their families. Assent will also provide complete fi nancial advocate services, including obtaining preferred pricing with access to global package pricing. It will also provide a premium service for executives, including transportation service to medical appointments. Additionally, Assent will help gather all pertinent information required for insurance and healthcare provider claim reimbursement, and assist patients and family members in identifying and addressing potential problems with access to healthcare services. Roberto Arroyo Santisteban, general director of Aon Consulting-Aon Mexico, said of the deal: “We have been searching for an organisation that could help our members with much-needed personalised healthcare concierge services. Assent has the reputation of being a leader in this fi eld and we are looking forward to working with them and having their associates provide us with these critically important personalised services.”

IPMI PROVIDER

Expatriate Healthcare

CONTACT: Lee Gerry – Healthcare Manager 10-13 Lovat Lane, London, EC3R 8DN, UNITED KINGDOM tel: +44 (0)20 3195 7481 fax: +44 (0)870 428 5141 email: [email protected] web: www.expatriatehealthcare.com

www.itij.co.uk

26 FEATURE

International Travel Insurance Journal FEATURE 27 Fever pitch

Hundreds of thousands of football fans from all over the world will head to South Africa this year for international soccer’s most important event, the FIFA World Cup™. But will it be business as usual for travel insurers, or should the industry brace itself for a surge of claims from a destination with worryingly high crime rates? Robin Gauldie investigates

South Africa expects between 430,000 and 460,000 international visitors to visit the country specifically for this year’s World Cup, with Group A matches kicking off in Cape Town and Johannesburg on 11 June. This will be the first time the event has been hosted by an African nation, and South Africa, which beat rivals such as Egypt, Tunisia and Libya in its bid for the month-long tournament, is desperately keen to ensure the event is problem-free. The signs, so far, are that it will. Certainly, insurance providers seem sanguine. “Naturally, with the increase in tourists to South Africa in 2010 due to the World Cup, it would not be unreasonable to expect to receive a higher number of claims than is usual,” commented Mike Webb, chief executive of Mondial Assistance. But, continued Webb, the company sees no need to treat the tournament in South Africa as a special case. “The premiums Mondial Assistance charges for tourists travelling to South Africa already take in to account the potentially higher costs for cancellation and medical claims and we are not proposing to change them,” he said. “Mondial Assistance does not have any ‘special’ policies for tourists to such events as World Cup matches. However, in the event of valid claims for cancellation or curtailment arising from ill health or injury, for example, the irrecoverable cost of tickets would be covered by the policyholder’s insurance,” Webb said. Allyson Da-anov, from AXA Insurance, added that South Africa would be considered a relatively high risk for the company and that ‘cancellation claims are higher in value due to the business being long haul, baggage claims are more frequent in view of the crime rate in the country and medical expenses are higher in South Africa’. She added that the company expects the level of risk and the number of claims to increase during the World Cup, but any resulting rise in premium would be very small. Da-anov

South Africa has, perhaps, the best healthcare infrastructure on the African continent – at least, for those with private medical insurance

www.itij.co.uk 28 FEATURE

said: “We don’t have specific policies for events, however if a customer purchases a ticket before they leave the UK and could not attend due to illness, injury or any of the other cancellation perils, then they would be reimbursed for the tickets if this injury/ illness forced them to cancel the trip. Also, if they needed to curtail the trip, then any unused tickets/ irrecoverable costs would be covered, providing the reasons for curtailment were covered under the policy.” A successful World Cup will help set the seal on South Africa’s coming of age and affirm its status as a sporting and tourism destination. A tournament beset by crime and other problems, on the other hand, would severely dent the country’s self esteem. Danny Jordaan, chief executive of the FIFA organising committee, points out that South Africa has hosted more South Africa records up to 18,000 murders, 24,000 attempted murders and 250,000 incidents of serious bodily harm every year

than 140 trouble-free world-class sporting events in the policing and security strategies deployed during the last 15 years, including cricket and rugby world the Confederations Cup will be used even more cup tournaments. But, speaking at the Soccerex effectively during the World Cup – South Africa is 2009 trade fair in Johannesburg, just ahead of the investing 1.3 billion rand in policing the tournament, final draw for the 2010 World Cup in December with up to 700 police officers, backed up by armed 2009, Dr Jordaan conceded that the host nation still private security guards, patrolling every fixture. has work to do, admitting: “International outcomes South Africans themselves are most commonly the are about choice. They are about a comprehensive, victims of crime, with relatively few serious incidents structured and organised approach to development. involving foreign visitors, and the UK Foreign and Unfortunately, we are lacking on that here.” Commonwealth Office (FCO) says the risk to Despite its self-proclaimed ‘rainbow nation’ status, South visitors travelling to the main tourist destinations is Africa is rife with issues for insurers. Petty theft, fraud low. However, the FCO does note – along with and violent crime rates are among the highest in the the Australian Department of Foreign Affairs – that world. With a population of just 47 million, South Africa there are high-crime areas that should be avoided by records up to 18,000 murders, 24,000 attempted visitors, including the inner city Berea and Hillbrow murders and 250,000 incidents of serious bodily harm districts of Johannesburg, and the townships of the every year. There are up to 10,000 deaths a year on Gauteng region. “In comparison to other tourist South Africa’s roads, most of which are caused by destinations, claims from tourists to South Africa are deficient driving standards and poorly maintained, and relatively small, although they can be expensive for often unlicensed and uninsured, vehicles. medical emergencies,” said Mike Webb. South African sources say these figures should be taken in context, citing the success of the 2009 FIFA Risks and opportunities Confederations Cup, which was hosted in four Perhaps the travel insurance industry should South African cities, with 600,000 people attending see the 2010 World Cup less as a challenge, 16 matches. Only 39 incidents of serious crime that more as a welcome opportunity to highlight the could be directly linked to the events were reported importance of buying adequate cover. Certainly, during that tournament, according to Deputy National government departments such as the UK Foreign Police Commissioner Andre Pruis. Malan Jacobs, and Commonwealth Office are actively supporting administrator of the South African web site www. such efforts. “For anyone thinking of travelling to truecrimeexpo.co.za, noted “Analysis of crimes the World Cup in South Africa … it is essential that reported in and around the stadiums during the two they take out adequate travel insurance, not least, weeks of the Confederations Cup showed a dramatic because unlike the last World Cup in Germany, decrease in serious crimes such as murder, attempted there is no automatic free medical provision for EU murder, robbery aggravated, theft of motor vehicles citizens in South Africa,” said Endsleigh spokesperson and sexual assaults.” In addition, sources state that Gillian Prichard. Commenting on the relevance of its

International Travel Insurance Journal FEATURE 29

Independent Traveller policy for those planning on travelling around a large country such as South Africa during the World Cup, Prichard said: “Cover for insolvent accommodation providers and airlines as well as lost or stolen possessions, a 24-hour claims helpline and full emergency medical cover will all be important come June 2010.” The UK Foreign and Commonwealth Office has launched a ‘Be on the Ball’ campaign, aimed at helping England fans travelling to South Africa. “South Africa is an unfamiliar destination for many, and the FCO is urging that those planning to travel follow some basic tips to help them have a safe and enjoyable stay,” an FCO spokesman said. The FCO has produced a dedicated advice page on its website containing a wealth of information – from rules of the road to accommodation issues and transport advice. This will be updated regularly as the World Cup approaches. Foreign and Commonwealth Office Minister Chris Bryant has underlined the need for fans to take out adequate insurance. “It is crucial that those planning to travel to the region are aware of what measures they should take to stay safe,” Bryant said. “Taking a few simple steps such as visiting the FCO website to research the destination, as well as taking out appropriate travel insurance in case something does go wrong can make all the difference between an experience to remember and one to forget.” The FCO is particularly worried that a combination of the current economic climate and the cost of flights problems with transport and accommodation. Organisers of the World Cup have expressed their been put off from visiting the country for the World to South Africa means that more fans will be cutting The UK Foreign and Commonwealth Office reports concerns that logistical problems, combined with Cup, with one Nigerian man telling the BBC: “I am corners and will decide against taking out adequate that out of around 460,000 British visitors to South ticket price raketeering, are stopping people from very angry, it would cost me almost three months' pay travel insurance. “This could have financially ruinous Africa annually, only a handful were victims of violent going to South Africa for the tournament. Officials to follow Nigeria around if you add hotels and travel. consequences – a fan suffering a broken leg in South crime, but passport theft was common, with almost from FIFA claimed in February that two-thirds of the It's really ridiculous … tell them they can keep their Africa could face costs of up to £15,000 in medical bills 900 British visitors reporting stolen or lost passports. three million tickets made available for the matches tickets, I've got a big-screen TV.” and repatriation,” the FCO pointed out. In June and July, World Cup matches will be held had been sold, but there are concerns that some of Ticket sales have been particularly, and surprisingly, at nine venues across a country with a land area those tickets have been sold onto the black market, low in Germany – usually that most passionate of of more than one million square kilometres, and artificially inflating the price of tickets and thus footballing nations – over security worries. FIFA has inevitably some visitors will experience delayed or deterring fans. FIFA has criticised international airlines expressed its dissatisfaction that the German media cancelled travel arrangements within South Africa. as well, saying that the cost of flights to South Africa has been reporting crime scare-stories, affecting Equally inevitably, there will be claims by clients is far more than it should be. Many African fans have confidence in the country. who arrive to find that the room they have booked is already occupied. Accommodation is at a premium, and it is an open secret that hotels in many cities have hedged their bets against no-shows by overbooking. Tourism minister Marthinus van Schalkwyk has gone on the record as saying that South Africa will be able to handle the surge in international visitor numbers as well as domestic tourists during the event. “FIFA requires 55,000 graded rooms a night for the FIFA family during the tournament. South Africa has over 100,000 graded rooms in the country and hundreds of thousands of ungraded rooms,” van Schalkwyk stated. Much of the accommodation available is, however, outside continued on p.46

Judi Hoal, head of the operational support unit at ONE Group, commented on South African idiosyncrasies: perhaps the travel South Africa has a high unemployment rate and with that comes a lot of poverty. The challenge insurance industry should that travellers face is being vigilant, if you walk around with phones, cameras or money on show see the 2010 World Cup there is a very good chance you will be mugged. The added dynamic of football festivities makes less as a challenge, tourists an easy target. Public transport is very limited in South Africa, and it would be more as a welcome advisable for fans to arrange transport with the hotel so they definitely use a recognised cab – opportunity to highlight there are likely to be taxi totes around the venues and these may not always be approved cabs. the importance of buying There is currently a new police chief in South Africa who is trying to rid the police force of adequate cover corruption as well as provide additional support during the World Cup. Advice to travellers would be don’t go into any situation with blind faith – and this includes dealing with the security forces. Logistical issues To dispel misconceptions, it is a wonderful country Violent crime – especially when it involves white and the majority of the people are warm and tourists at a high profile sporting event in a welcoming. However, there is a criminal element developing nation – is always a headline grabber. and with the increased numbers, the police force But, many more claims are likely to arise from much will be unable to be in all places at all times. more mundane causes, such as petty theft and

www.itij.co.uk 30 FEATURE

experienced its considerable success in Europe. BAY is the fifth-largest commercial bank in Thailand with total assets of Baht735 billion and 582 branches nationwide. In 2007, BAY and GE Capital Global Banking became strategic partners with a 33-per-cent stake in the bank. The following year, BAY set an ambitious target for the growth of its bancassurance business, aiming to take advantage of the huge growth potential and increase first-year premiums by 50 per cent. During the first eight months, BAY recorded first-year premiums of 3.5 billion baht, and this year expects to achieve the target of 4 billion baht. “Bancassurance has been welcomed by Thai banks and local consumers,” said Roy. “The main reason for its success has been that it is cheaper than a product sold through the traditional sales route of agents and banks are less pushy with a sales pitch to potential customers. It is marketed more like an off-the-shelf product.”

with insurance penetration in Thailand at only 11 per cent, clearly the potential is enormous

Personal contact In Thailand, the majority of insurance sales have traditionally been generated through leads and cold calling by agents, or agents introduced by friends. In a culture that places great importance on personal and business relationships, the lack of direct contact of telephone sales has always been a major obstacle for insurance companies trying to increase awareness of its product and make a sale. Banks, however, have been able to bridge the gap between supplier and customer by building on existing relationship and offering a personalised service. “Thai consumers have much more trust in banks than insurance companies so bancassurance has created greater consumer confidence,” explained Roy. “We also have the advantage of walk-in customers, most of whom are existing customers who know the staff and BAY’s high standard of service. They can enquire about a product and talk to a familiar face rather than being badgered down the phone by somebody they don’t know, from a company they also don’t know anything about.” The banks figures show that 95 per cent of insurance sales come directly through its branches, while just three per cent come from telemarketing. This response is typical of Thailand and Asian culture in general and clearly demonstrates the

More Bangkok for your buck In a culture that places great importance on The relaxation of banking regulations in Thailand influx of foreign cash. Although foreign ownership of consumer risk management, Roy was relocated has resulted in the growth of bancassurance. Thai banks is still capped at 49 per cent, relaxation from his home country to Thailand in 2001. The Although the focus is currently on personal of restrictions and the clarification of somewhat Indonesian national started as the executive vice personal and business accident, health, and auto policies, there is huge ambiguous rules quickly led to closer affiliations president at GE Capital Thailand and the head of risk potential for travel insurance products. Mick between banks and insurers. Thailand has 14 management for Thailand, and then moved to be relationships, the lack Shippen spoke with Roy Gunara from the Bank of commercial banks, including the market leaders, the business leader for unsecured consumer loans. Ayudhya Pcl. in Bangkok the Bank of Ayudhya Plc., Bangkok Bank, Siam Roy joined BAY in January 2007 after GE acquired of direct contact of Commercial Bank, and Kasikornbank Pcl., all of BAY shares. “Bancassurance entered the Thai market In recent years, bancassurance has started to take which now offer a range of insurance products. in 2002, so although insurance companies like AIA telephone sales has off in Thailand. With the relaxation of laws allowing have been present here for over 50 years ago, and foreign companies a greater share of banks, the Exceptional opportunity our bank is also 50 years, bancassurance is, in reality, world’s big insurers and finance companies have In a recent interview, Roy Gunara, head of consumer new to the country and indeed the region,” said Roy. always been a major bought into Thai banks. The move by Prime Minister banking at Bank of Ayudhya (BAY) spoke about the With many insurance companies in Thailand partly Abhisit Vejjajiva to ease restrictions was clearly exceptional growth in the bancassurance market owned by American and European companies and obstacle for insurance intended to help revive a flagging economy, which is and BAY’s innovative products. Having worked also now having major shares in leading banks, at its most sluggish for a decade, by encouraging an for General Electric (GE) in Indonesia as head of bancassurance was introduced here after companies companies International Travel Insurance Journal FEATURE 31

BAY is also planning to offer the purchase of travel insurance through its ATMs in early 2010

“The interesting thing that our studies have shown is that customers found it difficult to visualise what they were getting when they purchased insurance. Once it was packaged in a box they felt they had something tangible – something that they can touch and take home rather than simply hand over money and sign their name at the bottom of a policy document,” explained Roy. Continuing to innovate and simplify the purchase of insurance, BAY is also planning to offer the purchase of travel insurance through its ATMs in early 2010.

Market potential The success of bancassurance has surprised even the banks. BAY’s growth in sales from 18 per cent in 2005 to 47 per cent in 2009 is typical of other Ray Gunara and associates with the Best Product Innovation Award 2009 from the Netherlands-Thai Chamber of Commerce major banks. Of course, the liberalisation of foreign ownership importance of personal contact when conducting health cover with personal accident (PA) insurance in spot. A boxed version of the travel insurance policy is rules in the banking and insurance sectors are business in the region. order to make it more attractive.” also due to be launched by BAY in the first quarter of also encouraging for foreign investors. A rising Although insurance companies are generally treated BAY is one of the few banks that currently offers a 2010 and expected to be a popular purchase. consumer income and a growing middle class that with some skepticism by Thai consumers, they travel insurance product but as yet it has not proved The success of the boxed insurance surprised even is increasingly travelling abroad means that, in the have clearly put trust in their bank to pick the right particularly popular when compared with PA life BAY and an extra print run of the packaging had to long term, scope for the sale of travel insurance partner to provide bancassurance. This sector of the insurance. (One of the main reasons life insurance is be made in order to keep up with demand. BAY policies is particularly interesting. Success is down to market is growing very quickly and with insurance so popular in Thailand is that the government gives may have been the first bank in Thailand to offer this understanding the local market and the customer’s penetration in Thailand at only 11 per cent, clearly tax benefits to those who take out a policy). “I think convenient and simple product but within six weeks, preference for personal contact. “A key factor is the potential is enormous. the low uptake of traditional insurance products having got wind of its popularity, all competitor banks rethinking traditional sales methods and creating a Currently BAY offers basic life insurance policies clearly shows that insurance is not yet part of Thai followed suit and quickly launched boxed products. product that fits into our customers’ busy lifestyle and endowment products that provide a return to life,” asserted Roy. “However, bancassurance has The success is also an intriguing insight into consumer and purchasing habits. That is why KRUNGSRI policyholders. “These types of policy are particularly raised awareness and made considerable inroads into purchasing behaviour. Prompt has been so successful,” says Roy. n popular with consumers in their 30s. The fact the untapped potential.” that they will get something back at some point is attractive to them,” said Roy. “However, the highest Innovative products market penetration is with auto insurance as it is BAY’s success can also be attributed to its innovative mandatory when buying a car in Thailand. Health products KRUNGSRI Auto Prompt, KRUNGSRI insurance is low, though, as it is provided by most Cancer Prompt and KRUNGSRI PA Prompt, a employers. In the near future we intend to include personal accident insurance protection product, jointly developed by Bank of Ayudhya Pcl. and Ayudhya Insurance Pcl., and recipient of 'The Best Product Innovation Award 2009' from the “A key factor is Netherlands-Thai Chamber of Commerce. Key to the success has been ease of purchase, and, rather rethinking traditional surprisingly, the packaging design. BAY decided to offer its Prompt banassurance products in a box and sales methods and found that sales increased dramatically. “Every time we boxed a product they sold like hot cakes ... in their thousands,” said Roy. “The innovative product creating a product that simplified the whole process of buying insurance. All a customer had to do was buy a box for a set fits into our customers’ fee, take it home, make a phone call and they are insured for a year.” busy lifestyle.” KRUNGSRI PA Prompt, launched in January 2009 sold 20,000 policies in the first week simply by being packaged as a take-home box product. The choice of the name ‘prompt’ was also particularly apposite here in Thailand. Commonly Thais have difficulty pronouncing the hard endings on English words so ‘prompt’ is spoken as ‘prom’, a word that also means ‘ready’ in Thai language. With a set price of 299 baht per box (around £6), KRUNGSRI PA Prompt also appeals to customers wanting insurance cover but who are also feeling the pinch of the current economic downturn. The protection period is one year starting from the day the premium payment is made. Applicants for KRUNGSRI PA Prompt must be from one month to 65 years of age, of Thai nationality, and with good medical records. Travel bancassurance was also recently introduced by BAY, covering loss of life and dismemberment, permanent disability and medical expenses caused from accident, murder and assault. Available through bank branches and at airport terminals, travellers can

The Bank of Ayudhya Pcl, Bangkok buy either short-term or long-term cover on the www.itij.co.uk 32 ASSISTANCE&HEALTHCAREWORLDMARKETS

Quality at a price

Robert Bailey examines how the historically robust German healthcare system has survived for 120 years, and what benefits it can offer the global traveller

Provision of a high level of healthcare accessible to consequence, Germans, irrespective of their income services steadily rises. The redeeming factor has example. all members of society has long been the norm in levels or social status, have grown used to a level been that the overall costs of providing the country’s Nevertheless, the system founded by an iron Germany and the results speak for themselves, with of medical care that is among the best to be found healthcare have been kept under control in recent chancellor is beginning to show signs of metal fatigue. German life expectancy ranking in the top dozen anywhere. years, resulting from a series of major preventative The recent German federal elections showed that countries in the world. Infant mortality is also among But, while patient care in Germany rates among programmes designed to identify and provide early after decades of being on the political backburner, the lowest globally. The origins of today’s high level the best in the world, the system doesn’t come treatments for high risk or chronically ill patients. the future direction of the huge €250 billion a year of healthcare date back to Otto von Bismarck’s cheap and nothing is free, for neither citizens nor These initiatives have effectively seen a reduction of German health sector has been placed at the forefront social legislation, which introduced the concept of visitors. Additionally, there is growing concern over costs in dealing with cardiovascular problems and of debate. The sector includes more than 2,000 universal healthcare to Europe in the 1880s. As a declining tax revenues, as the cost of providing those suffering from diabetes and hypertension, for hospitals, of which around 800 are in the public sector,

International Travel Insurance Journal ASSISTANCE&HEALTHCAREWORLDMARKETS 33

the system founded by an iron chancellor is beginning to show signs of metal fatigue

two types of insurance providers comprising public self-sufficient, and premiums are set as a percentage statutory funds and private insurance. of income deducted from pay packets with employer With the exception of about two million permanent and employee paying half each. civil servants and self employed people with The health insurance premiums are collected remuneration above an income ceiling of €47,250 in a national, government-run central fund that a year, everybody is required to join one of the effectively performs the risk-pooling function for the country’s 300 statutory sickness funds. These highly whole system. This fund redistributes the collected regulated funds, while non-profit and independent of premiums to the independent and competing government, are provided with incentives to pay for non-profit sickness funds from which Germans chronically ill and sick patients. This means even the can choose to belong. Premiums are set according most vulnerable cannot be left out of the healthcare to earnings and not risk, and are not affected by system. The funds are required to be financially a member’s marital status, size of family or health

while 830 are private non-profit institutions and opinions as they want. As a result, patients enjoy some another 420 are private for-profit hospitals. of the shortest waiting times in Europe for elective Accessing the system is straightforward and the procedures, rivalled only by the Netherlands. The idea of queuing up in an outpatient department to level of preventative care is also very high, with regular see a specialist is largely unknown. There are also a check ups, notably for children, still the norm. People large number of doctors – roughly 3.3 per 1,000 of who are aware of what they pay for health insurance population with the number of specialists averaging 2.3 each month make for demanding patients, and expect per 1,000 people, compared to 1.5 in the UK. While both immediacy of treatment and value for money. funding arrangements are complex and professional They also shop around, go for second opinions and standards tightly regulated, there is a good deal of change doctors frequently. flexibility for both physicians and patients. Doctors are not employed by the government. Mandatory insurance Outside of hospitals, physicians are considered There is no such thing as free treatment, though. All self-employed and in private practice. Germans are care, including emergencies, has to be paid for by free to visit any doctor they want – they can walk patients, including visitors, through travel insurance in off the street and make an appointment, quite or, ultimately, by their own countries if they are often for the same day. Doctors also make house European Union citizens. The German government calls and there is no need to go through a primary itself does not insure people, instead it requires, care physician to consult a specialist and a patient by law, that all residents have health coverage. A can make appointments directly and seek as many multi-payer health insurance system prevails with

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rescue helicopters based in Germany and Austria fl ew 30,596 rescue missions last year – some 8,427 of which were undertaken at night

conditions. They are also the same for all members – particularly if a policyholder has no dependents. in a fund who have the same earnings. For those Premiums for private insurance will vary according who are unemployed, contributions are paid in by to health status and age but are locked in when a federal and local assistance offi ces. Pension funds pay person joins, only rising subject to overall increases for those who are retired and no longer earning, in healthcare costs. Family members can join private while a national reserve fund tops up any of those schemes, but an additional premium has to be funds – this includes a disproportionate number of paid for each one. About 8.5 million Germans are pensioners. estimated to be covered by private insurance. Some people may purchase additional insurance Insurers themselves have no direct relationship to obtain, perhaps, a private room in a hospital with healthcare providers – they pay regional or be able to select physicians while in hospital. physicians’ associations who, in turn, pay doctors However, the medical care provided to the publicly from a capitated pool. The sums paid are worked and privately insured is, in general, the same and out by using a uniform value scale, listing more than identical medical facilities used. About 11 per cent 2,000 services that can be provided by doctors for of the population is covered by private insurance. remuneration, subject to certain preconditions. Although private insurance companies pay healthcare When a physician considers it necessary to refer a providers almost double that paid patient to a specialist, a polyclinic or similar by primary sickness funds, the institution, a referral note premiums can often be less costly is issued. If

International Travel Insurance Journal ASSISTANCE&HEALTHCAREWORLDMARKETS 35

exceed their intake from the health fund, but those extra contributions are capped at one per cent of an individual’s income. rescue helicopters based in Germany and Austria Medical charges are subject to regulation and hospital charges are calculated according to diagnosis-related groups, while private medical services will charge fl ew 30,596 rescue missions last year – some 8,427 of which separately and substantially higher than public health providers. Observers see the German healthcare were undertaken at night system as combining consumer choice and access for everyone and also one that offers both consumer choice and competition between providers.

Ease of access It is very easy for visitors to Germany to obtain medical advice or access healthcare services in an emergency, since the country’s health system is well structured and emergencies need to be taken care of by law, says Eva Kluge, medical network manager for Almeda. Medical emergencies are mostly treated in hospitals and also in emergency centres, which offer a variety of specialities, although insurance cover is essential in order to access them, says Kluge. All hospitals, with the exception of some private clinics, are open to all insured patients. However, medical institutions in Germany are not cheap. All fees have to be paid for either by a patient or an insurance company. Even in the case of an emergency, there is no such thing as free treatment. Ambulance service providers, while numerous, will also expect payment. While such costs are normally covered by medical insurance it is worth noting that, irrespective of what insurance scheme a person has, there will always be a need to pay the whole cost for non-prescription drugs. Medicines in Germany are among the most expensive in Europe and visitors are advised to bring any non-prescription items with them, such as painkillers and cold remedies. Visitors should carry any required prescription items with them – these cannot be sent from home legally through the German postal service. In addition, many medicines, such as antibiotics, that may be available over the counter in other countries, must be authorised in Germany with a prescription (rezept) from a doctor. All medicines, even aspirin, are stocked behind the counter and must be hospital treatment is required, except in cases of requested, even if a prescription is not required for healthcare services, unless a patient is treated The EHIC, however, is not a substitute for medical emergency, a doctor issues a certifi cate stating the them. Even though nobody is likely to be refused in a private facility or claims private services in and travel insurance. It entitles an EU citizen to patient’s need for hospital treatment. The patient treatment in an emergency, when attending a government hospitals. They may have a longer emergency medical treatment on the same terms then sends this to the local sickness fund which, hospital or clinic, proof of a patient’s health insurance waiting time when making an appointment with a as German nationals but does not cover medical in turn, issues an authorisation that undertakes to will need to be shown. doctor but if admitted to hospital because of accident repatriation, on-going medical treatment or cover the costs of treatment in a public ward of a For European visitors, a European Health Insurance and emergency, possession of an EHIC will mean treatment of a non-urgent nature, Kluge cautions. hospital of the patent’s choice. No money changes Card (EHIC) will ensure access to German that the costs of that stay are met. In addition, an EHIC does not cover individuals for hands at the point of service. Instead, physicians are reimbursed by sickness funds via their regional physician associations. Those who have opted for private insurance, however, generally pay by invoice for treatments received. Insurers can demand extra payments from individuals if the insurers’ costs resulting from medical treatment

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repatriation or any other costs incurred through illness, such as additional costs for charging travel tickets. If visitors do not originate from an EU the medical care provided to the publicly and member, Kluge’s advice is to possess private travel health insurance or corporate health insurance as privately insured is in general the same and well as repatriation coverage and insurance for the transfer of mortal remains before travelling. If someone needs hospital treatment, the patient’s identical medical facilities used insurance or assistance company should be informed via an email, fax or phone by the client about the request for hospital treatment and an appointment a payment guarantee from the insurance company. It serious road accidents in the country. The situation can be made for the patient. Some insurers offer also needs to be remembered that the use of credit has improved substantially since a low point in 1970 online access to their preferred provider network. cards, particularly in smaller towns, is not as common when 21,332 people were killed on German roads. For some non-EU states, such as Russia, visitors as in other countries, such as the US, Kluge says. The federal statistics office Destatis recorded 4,477 are not issued with a visa unless they show proof of traffic accident fatalities in 2008, the lowest number adequate health insurance. Policies with very small Advanced air rescue in any year since 1950. However, an average of 12 limits of €5,000 or less, for example, are usually An accident rather than unexpected illness is perhaps fatalities a day is still recorded as a result of traffic insufficient for more serious cases. the most likely reason why a visitor would potentially accidents. The country has a population of 82 million Non-Germans usually need to pay for any outpatient need hospital attention. Germans tend to drive fast and extends over a wide area of 357,021 square services themselves unless the treating facility receives and speed is still one of the most persistent causes of kilometres, so accidents and emergencies can occur

in remote places and quite often people will have travelled to Germany for a walking holiday. Fortunately, Germany has a well-developed air ambulance network, operated in co-operation between the country’s largest automobile club ADAC and the non-profit DRF Luftrettung (DRF). Based in Stuttgart, DRF has specialised in airborne emergency care and medical aid for more than 30 years. The non- profit organisation was founded by the Bjorn Steiger Foundation in 1972 after the parents of Bjorn, who was nine when he was killed in a road accident, dedicated the foundation to him. The DRF Luftrettung operates on the basis of public contracts and is integrated into the public emergency medical assistance system. One of its principal roles is to provide helicopter emergency medical services (HEMS) services. DRF Luftrettung can call on 500 emergency physicians, 300 paramedics, 180 pilots and some 70 engineers – on average crews were engaged on 111 missions a day in 2008. It ranks as one of the leading air rescue services in Europe and also provides patient transport rescue services from 32 bases in Germany, Austria and Italy. DRF’s fleet includes three Learjet 35s, a Beech King Air B200 and more than 50 helicopters. While evacuating road accident victims is a vital part of DRF’s activities, it also has an important role in transporting intensive care patients and assisting in

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organisation provides the majority of people who act as emergency crew members for DRF and ADAC, ensuring a continuity of care and standards. Although the provision of emergency medical services in Germany is a well-oiled machine that includes many different and diverse companies, the German Red Cross is recognised as a market leader, with well- established services both nationally and internationally. Other air ambulance operators in Germany include Jet Executive International Charter, which operates from its homebases in Frankfurt and Munich. Jet Executive offer insurers and assistance firms a fleet of aircraft from a Turboprop Beechcraft King Air 200 via Learjets 35A and 55 up to a Challenger 600. According to the company’s chief operating officer, Ralf Dolinger, “Thanks to Germany’s geographical position in the heart of Europe, Jet Executive is ordered by assistance [companies] from all over Europe to repatriate their clients back home.”

Tackling problems Clearly Germany’s emergency services and healthcare in general are at the top end of international standards. However, the system has begun to creak. The social solidarity that has traditionally underpinned the German healthcare system is under pressure because of an ageing population and declining birth rate. The result is that while healthcare costs are rising, fewer while patient care in Germany rates among people are paying into the system and incomes have failed to grow as fast as medical costs, with retired the best in the world, the system doesn’t people paying only a minimal contribution to the government’s health fund. An ageing population with a growing life expectancy is pushing medical care come cheap and nothing is free costs much higher – there have been 14 healthcare reforms introduced since 1989, which were designed products. In this respect, it is patients themselves invokes compromise – although people are likely to to provide more efficient and cost-effective healthcare who are in the weakest position, even though they have to pay more in future. services. The most recent reforms have focused should be the strongest, because 70 million people in Whatever the outcome, the general level of increasingly on the structure of health insurance funds. Germany have state health cover.” The noises being healthcare in Germany is likely to remain excellent A debate has emerged in recent years over whether made by politicians do not mean that Germany’s – a fact illustrated by the rising numbers of tourists to expose the system to greater market forces. 120-year old social contract to provide adequate care arriving from the Arabian Gulf and from Eastern German state-backed health insurers have to its citizens is about to fold. A coalition government Europe willing to pay for treatments. n warned that they face a financial shortfall of up to €7.45 billion (US$10.96 billion) in 2010 as rising unemployment leads to lower health-insurance contributions. There are also concerns that the new government will have to raise insurance premiums or subsidise the system more heavily from taxation. There has already been some tinkering with the system. Personal contributions to dental care and charges for medicines have gone up and patients now have to pay a mandatory €10 per quarter whenever they visit a doctor. Medical and healthcare professionals say conditions are worsening with cuts making patients dissatisfied, especially the elderly. The new cornerstone for funding German healthcare spending is the controversial and highly complex Gesundheitsfond – the healthcare hospital transfers in Germany and worldwide – in fund. The aim of this is to simplify health benefits, 2008, DRF recorded some 40,602 air rescue missions. provide more choices, increase transparency and DRF also operates under the name of European Air create competition among providers. Its detractors Ambulance, in collaboration with Luxembourg Air believe that it does not address the urgent issue of Rescue, to provide global patient repatriation services funding the huge German system. The fund makes using six dedicated aircraft. About five per cent of its air no mention of reducing cost, they say, but simply rescue operations involve repatriation. spreads the risk differently. Among the most frequent reasons for rescue During the recent federal election, the pro-business missions are heart attacks and apoplexies, as well as Free Democratic Party, Chancellor Merkel’s partner accidents. Rescue helicopters based in Germany and in the new governing coalition, called for a radical Austria flew 30,596 rescue missions last year – some reorganisation of the healthcare system. However, 8,427 of which were undertaken at night. DRF’s Mrs Merkel’s Christian Democrat Union defended fixed-wing operations have an exceptionally high the status quo. Germany’s newly appointed health share of critically ill patients, with approximately 65 minister is Vietnamese-born Dr Philipp Rosler, a per cent of patients classified as suffering possibly life member of the Liberal Free Democrat (FDP) party. threatening conditions, and more than 20 per cent The FDP has been pushing to abolish the health on ventilation. The organisation’s spokeswoman fund and, instead, allow more competition and a Nicola Roth says: “An increasing lack of emergency greater role for private health insurers. The party’s physicians especially in rural areas, and hospitals spokesman on health Daniel Bahr hopes there will specialising in certain areas have led to a constant be a shift in direction away from state-run medicine rise in our mission numbers in recent years. DRF saying: “The current financial figures have showed us Luftrettung is, therefore, a part of the German that the healthcare fund doesn’t work.” medical system that is becoming more and more Others disagree: Ulla Schmidt, a Social Democrat crucial for guaranteeing comprehensive medical and health minister in the former coalition, is among supply and treatment for all citizens.” those firmly against private healthcare: “The sector’s According to Andreas Speich of the German Red players are dealing with huge funds with which they Cross (DRK Assistance Nordenhein GmbH), the can buy opinion, influence opinion and promote their

www.itij.co.uk 38 PROFILE Italian by name, English by nature

ITIJ spoke to Daniel Scognamiglio, partner at Blake Lapthorn care and make more thorough inspections of the resorts and services of the appropriateness of such treatment. Several cases look like they and head of its travel team, about where the company is supplied under a package holiday and standards do tend to have will proceed to court where it will be for a judge to decide, with the heading and trying to be an artist improved in recent years. assistance of expert evidence, whether treatment has been reasonable. The Internet age has spawned greater use of the dynamic package, With the increase in medical tourism, especially for cosmetic with punters picking their own fl ights, accommodation and services. procedures, I have seen an increase in cases from Eastern Europe. Where did you grow up, where were you educated and where are The law has not kept up with providing consumer protection to these Outside of the UK, US and Canada, with exception, it is not easy to you based now? customers, who can fi nd themselves faced with the unenviable task of bring a clinical negligence claim, and a lot of jurisdictions do not have I grew up near Liverpool in a place called Formby, famous for its vast having to litigate in a far-fl ung land where the legal system may not be as jurisprudence enabling a clinical negligence claim to be brought. beach and red squirrels. After moving around a bit, home is now developed as in the Western world. Winchester, famous for King Arthur’s round table. Insurers tend to be a little more aware of the costs of litigation and are With the winter skiing season approaching in the northern able to resolve a large number of disputes themselves without having to hemisphere, and the case of Deiter Althaus, minister-president of the How did you end up working in travel insurance law and in your incur all of the costs and time that litigation involves. Austrian state of Thuringia, being charged with manslaughter after current role at Blake Lapthorn (BL) specifi cally? colliding with, and killing, a skier, will BL see more cases of personal On qualifi cation I managed an insurance team at Shoosmiths and picked injury being brought from the European slopes? up quite a few foreign cases along the way. Having enjoyed insurance I am hopeful that the case will make the slopes safer in coming years. litigation, over time I was able to specialise solely in international The criminal consequences for being out of control on the slopes should litigation and travel insurance. I am a bit of a geek when it comes to the be more widely known. 2009’s downturn in skiing numbers did see a law and it is fascinating to compare the variety of laws around the world decrease in the number of claims, however, there is a clear upsurge in that I have to deal with. Eventually I joined Andrea & Co, which merged those prepared to bring a claim, particularly with out-of-control snow- with Penningtons, and then moved to lead the team here at Blake boarders and novice skiers being too ambitious and causing accidents. Lapthorn in 2007. In particular, there are an increasing number of skiers in Europe bringing claims against English skiers and snowboarders, and they are starting to get BL is a founding member of TAGLaw, a worldwide network reaching wise to the benefi ts of higher damages and more legal costs in the English across 75 countries. What is TAGLaw and what are its objectives? courts, which will increase insurers’ costs. TAGLaw is a global alliance of high quality, independent law fi rms that provides a full range of legal services to clients all over the world. Its How diffi cult is it to operate in the US, where each state objectives are to: regulation is different and state and federal regulations are often at • Provide excellent, timely and cost-effective legal services to clients of odds with each other? What main differences are there between member fi rms; UK and US law? • Develop and maintain strong client relationships and personal service, There are many differences between English law and the various enhanced by the international resources shared among network laws in the US, even though they both stem from the Declaration of members; and Independence in 1776. There are some wonderfully quaint federal laws • Communicate clearly with clients on terms of professional that have been updated by the vast majority of states, and often we engagement and progress of business. arrive at the same point but through different means. Blake Lapthorn’s current market is predominantly UK-based and most of The principal differences for insurers relate to regulation and the our business is conducted for UK clients. However, many major clients assessment of damages. Regulation is a minefi eld and varies from state now expect or require us to demonstrate an international reach. TAGLaw to state. Damages can be much higher and the courts are more used to provides Blake Lapthorn with a platform to assist international clients awarding punitive damages, which is very rare in England. It should not requiring advice and assistance in just about any country and jurisdiction. be forgotten that, on the whole, the high US awards are made by a jury who may be easily lead; the awards are often reduced substantially on The company has a number of medically qualifi ed people on its staff. appeal and the insurance industry is incredibly well organised, creating its How important are these doctors and nurses to the business in own spin on cases that break into the public arena. Before one reaches terms of the evaluation of a medical claim? court, the differences are marked. A defence attorney would rather We have two doctors and a few nurses within the practice group. poke out their own eyes than put forward any settlement offer, which They are invaluable when considering medical claims, and they make can make for some protracted negotiations. my life very easy when I need clarifi cation on any number of medical issues, from causation to reasonableness of treatment and there are Claims for food poisoning abroad seem to piling up at your door with an increasing number of cases involving ‘medical tourism’ gone wrong. recent cases from residents at hotels in Egypt and Bulgaria – are people Blake Lapthorn is well renowned for its clinical negligence work having simply more aware they can claim following an outbreak of food successfully concluded some of the UK’s largest cases. It is an invaluable poisoning these days, or are there more outbreaks? asset to have these medical staff on hand to help with medical issues that The public is more prepared to blame someone if they fall ill on holiday. come out of medical records, reports and answering insurers’ queries Once on holiday tourists exchange contact details with other travellers and about the extent of treatment. can soon fi nd out about others who have fallen ill via the Internet when they get home. Where a punter buys a dynamic travel package to save Do you think in general there has been more travel litigation seen in a few pounds, the hotel will not be liable in the same way and does not the industry in recent years? Are tour operators feeling the heat of necessarily need the more stringent quality standards of the larger tour their Duty of Care? operators. The larger tour operators can put a lot of people into any one There has been an increase in travel litigation in recent years. The fl ood hotel, so when it does go wrong, it goes spectacularly wrong. of litigation that was expected from the economic downturn has not I am a bit of a happened in England, and contrary to popular belief, the number of What are you most proud of – personally and professionally? personal injury claims is on the whole down. More solicitors in England geek when it Personally – it would have to be my family. I have a beautiful wife and are prepared to take cases on a no-win no-fee basis (otherwise known two wonderful children aged two and four. as a conditional fee agreement) and the public are much more aware Professionally – building up one of the largest and most respected travel of the ability to make a claim and often do not have anything to lose by comes to the law insurance teams in the UK. Every case we win is something to be proud of. making a claim. Hospitals or hotels are more determined to recover their fees from insurers, and several suppliers have cropped up to If you could work in any other industry, where would you be? supply that service. Are there any countries where BL sees a particularly high level I raced bikes in my younger days but was never good enough to take For a number of reasons, mainly relating to legal costs and certainty, it is of, for example, clinical negligence claims related to emergency that up professionally. I have always quite fancied myself as an artist and often benefi cial to bring a claim in England wherever possible. Insurers treatment on tourists? Are there any countries where it is especially spent one summer selling paintings. and the larger tour operators can be seen as an easy target and are faced diffi cult to operate in? with an increasing number of cases involving personal injury, illness or a The principal problem with emergency medical treatment is What do you enjoy doing in your spare time – do you have any consumer complaint. Unfortunately for the public and the insurers or tour overcharging or inappropriate treatment. Hospitals are keen to litigate hobbies? operators having to take the time and expenses to defend the cases, some against the policyholders on these cases and several organisations At the moment it seems to be children’s parties and going to the zoo. I of the claims brought can be rather spurious or handled by lawyers who are have set up to supply this service. I have seen an increasing number love cycling and anything to do with bikes. not specialists in the fi eld. of such cases, and often rely on Blake Lapthorn’s medical staff when One up-shot of the increased number of claims is that tour operators, considering the appropriateness of such treatment, although insurers’ Do you have a guiding philosophy? especially the larger players, are much more aware of their duty of medical staff are often best placed to at least take a preliminary view I just try to do the best I can. n

International Travel Insurance Journal CATEGORY KEY CLAIMS MANAGEMENT INSURERS AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES 40 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Air Ambulance International ) CareFlight International Mr Peter Veazey – CEO Paul Smith – National Manager P.O. Box 1044, Magnolia. Texas 77353, USA Westmead Hospital Campus, PO Box 159, Westmead, NSW 2145, AUSTRALIA

tel: +1 832 934 2390 email: [email protected] tel: (+61) 2 9893 7683 email: [email protected] (AFRICA) fax: +1 832 934 2395 website: www.airambulanceinternational.com fax: +61 2 9689 2744 website: www.careflight.org

Air Ambulance Network European Air Ambulance AUSTRALASIA

Kirk Pacheco – President ( Patrick Schomaker – Director Sales & Marketing AIR AMBULANCE AIR AMBULANCE 905 Martin Luther King Jr Drive, Suite 330, Tarpon Springs, Florida 34689 USA 175A, rue de Cessange, L-1321, LUXEMBOURG

24hr tel: + 1 727 934 3999 email: [email protected] 24hr tel: +49 711 7007 7007 email: [email protected] fax: + 1 727 937 0276 website: www.airambulancenetwork.com fax: +49 711 7007 7009 website: www.air-ambulance.com

AMREF Flying Doctor Service Flying Doctors Asia Dr Bettina Vadera – Medical Director Prithpal Singh – CEO , Director 313 Old Bird Cage Walk, #01-15/02-16, Seletar Airport, Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA SINGAPORE tel: +254 20 600 090 email: [email protected] 24hr tel: +65 9297 7757 email: [email protected] fax: +254 20 344 170 website: www.amref.org fax: +65 6483 5407 website: www.flyingdoctorsasia.com

European Air Ambulance Hope Ambulance Service Patrick Schomaker – Director Sales & Marketing Dr Charles Johnson – Medical Director 175A, rue de Cessange, L-1321, LUXEMBOURG 56 Upavon Road, Singapore 507745, SINGAPORE

24hr tel: +49 711 7007 7007 email: [email protected] tel: +65 6100 1911 email: [email protected] fax: +49 711 7007 7009 website: www.air-ambulance.com fax: +65 6400 5254 website: www.hopeambulance.com

JET ICU JET ICU Mike Honeycutt – President Mike Honeycutt – President 2561 Rescue Way, Brooksville, FL 34604, USA 2561 Rescue Way, Brooksville, FL 34604, USA

tel: +1 352 796 2540 email: [email protected] tel: +1 352 796 2540 email: [email protected] fax: +1 352 796 2549 website: www.jeticu.com fax: +1 352 796 2549 website: www.jeticu.com

Netcare 911 Aeromedical Medical Wings Wayne Thomson – Flight Operations Manager Dr Sommart Somsiri – Medical Director 222 Room 3259, Donmuang Int Airport Moo 10, Viphavadee-Rangsit Rd, Sikan, Riverview Park, Janadel Avenue, Midrand, SOUTH AFRICA Don Muang, Bangkok 10210, THAILAND tel: +27 10 209 8387 email: [email protected] tel: +662 247 3392 email: [email protected] fax: +27 10 209 8405 website: www.netcare911.co.za fax: +662 535 4355 website: www.medicalwings.com

Skyservice Air Ambulance Ozevac David Ewing – VP International Market Development Anne Mordey – Operations Manager YUL/Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, PO Box 299, Hampton, Victoria 3188, AUSTRALIA CANADA tel: +1 514 497 7000 email: [email protected] tel: +61 409 537 333 email: [email protected] fax: +1 514 636 0096 website: www.skyservicebas.com/airambulance fax: website: www.ozevac.com

) Air Ambulance International Skyservice Air Ambulance Mr Peter Veazey – CEO David Ewing – VP International Market Development YUL/Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, P.O. Box 1044, Magnolia. Texas 77353, USA CANADA tel: +1 832 934 2390 email: [email protected] tel: +1 514 497 7000 email: [email protected] fax: +1 832 934 2395 website: www.airambulanceinternational.com fax: +1 514 636 0096 website: www.skyservicebas.com/airambulance

Air Ambulance Network South Pacific Air Ambulance AUSTRALASIA ( Kirk Pacheco – President Scotty Watson – Managing Director 905 Martin Luther King Jr Drive, Suite 330, Tarpon Springs, Florida 34689 USA NEW ZEALAND AUSTRALIA SINGAPORE

24hr tel: + 1 727 934 3999 email: [email protected] tel: +64 9256 9000 email: [email protected] fax: + 1 727 937 0276 website: www.airambulancenetwork.com fax: +64 9256 9111 website: www.spaa.co.nz

AirMed International LLC ADAC-Ambulance Service Jeffrey T Tolbert – President Robert Glueck – Marketing & Sales Director 1000 Urban Center Drive, Suite 470, Birmingham, AL 35242, USA Am Westpark 8, 81373 Munich, GERMANY

tel: +1 205 443 4840 email: [email protected] (EUROPE) tel: +49 89 76 76 52 85 email: [email protected] fax: +1 205 443 4841 website: www.airmed.com 24h Alarm: +49 89 76 76 50 05 website: www.adac.de/ambulance

CareFlight Group Air Ambulance International Medical and Tasking Centre Mr Peter Veazey – CEO PO Box 5078, Robina Town Centre, Queensland, 4230 AUSTRALIA P.O. Box 1044, Magnolia. Texas 77353, USA

24hr tel: +61 7 5553 5955 email: [email protected] tel: +1 832 934 2390 email: [email protected] fax: +61 7 5553 5914 website: www.cmsairambulance.com fax: +1 832 934 2395 website: www.airambulanceinternational.com

CATEGORY KEY CLAIMS MANAGEMENT INSURERS Air Ambulance Network AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER Kirk Pacheco – President AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING 905 Martin Luther King Jr Drive, Suite 330, Tarpon Springs, Florida 34689 USA ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS 24hr tel: + 1 727 934 3999 email: [email protected] COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES fax: + 1 727 937 0276 website: www.airambulancenetwork.com call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 41 ) Air Medical Ltd ) Medic’Air International Glenn Salt – Flight Operations Manager Dr Herve Raffin – General Manager Oxford Airport, Kidlington, Oxfordshire OX5 1QX, UK 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE

tel: +44 1865 842 887 email: [email protected] tel: +33 141 72 1414 email: [email protected] EUROPE EUROPE ( tel: +44 1865 370 642 website: www.airmed.co.uk ( fax: +33 148 57 1010 website: www.medic-air.com

AirMed International LLC Skyservice Air Ambulance Jeffrey T Tolbert – President David Ewing – VP International Market Development AIR AMBULANCE AIR AMBULANCE YUL/Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, 1000 Urban Center Drive, Suite 470, Birmingham, AL 35242, USA CANADA tel: +1 205 443 4840 email: [email protected] tel: +1 514 497 7000 email: [email protected] fax: +1 205 443 4841 website: www.airmed.com fax: +1 514 636 0096 website: www.skyservicebas.com/airambulance

Augsburg Air Ambulance Swiss Air Ambulance / Rega Roland Schoberth – Director Peter Meierhans – Director of Sales Roseggerstr 17, D-86368, Gersthofen, GERMANY PO Box 1414, Zurich Airport, CH-8058, SWITZERLAND

tel: +49 821 299 1020 email: [email protected] tel: +41 333 333 333 email: [email protected] tel: +49 821 299 2030 website: www.ambulanzflugdienst.de fax: +41 44 654 3590 website: www.rega.ch

European Air Ambulance Tyrol Air Ambulance Patrick Schomaker – Director Sales & Marketing Jakob Ringler – Managing Director 175A, rue de Cessange, L-1321, LUXEMBOURG PO Box 81, A-6026, Innsbruck Airport, AUSTRIA

24hr tel: +49 711 7007 7007 email: [email protected] tel: +43 512 224 220 email: [email protected] fax: +49 711 7007 7009 website: www.air-ambulance.com fax: +43 512 288 888 website: www.taa.at

Euro Link Air Ambulance Advanced Paramedic Dr. Frederich Renner – Medical Director Stephen J Woodburn – CEO Hangar #18 - Peace River Airport, P.O. Box 7320, Peace River, Putzbrunner Str. 114, 81739, München, GERMANY Alberta T8S 1S9, USA 24hr tel: +49 89 613 72103 email: [email protected] tel: + 1 780 624-4911 email: [email protected] fax: +49 89 613 72106 website: www.FlyEuroLink.de fax: + 1 780 624-4577 website: www.advancedparamedic.com

FAI – rent-a-jet AG Aerojet Volker Lemke – Director Sales & Marketing Stuart Hayman – President

Flughafenstrasse 100, D-90268 Nuremberg, GERMANY (NORTH AMERICA) 4631 NW 31st Avenue, #220 Ft Lauderdale, FL 33309, USA

tel: +49 911 36009 31 email: [email protected] tel: +1 954 730 9300 email: [email protected] fax: +49 911 36009 59 website: www.rent-a-jet.de fax: +1 954 485 6564 website: www.aero-jet.com

German Red Cross Air Ambulance Service Air Ambulance International Andreas Speich – Managing Director Mr Peter Veazey – CEO Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY P.O. Box 1044, Magnolia. Texas 77353, USA

tel: +49 228 2300 23 email: [email protected] tel: +1 832 934 2390 email: [email protected] fax: +49 228 2300 27 website: www.grcairambulance.de fax: +1 832 934 2395 website: www.airambulanceinternational.com

Greek Flying Doctors Air Ambulance Network Dimitris Kanellis – Manager Kirk Pacheco – President 3 Doukisis Plakentias Str, 152 34 Halandri, Athens, GREECE 905 Martin Luther King Jr Drive, Suite 330, Tarpon Springs, Florida 34689 USA

tel: +30 210 674 0600 email: [email protected] 24hr tel: + 1 727 934 3999 email: [email protected] fax: +30 210 674 0634 website: www.greekflyingdoctors.gr fax: + 1 727 937 0276 website: www.airambulancenetwork.com

IFRA Air Ambulance Professionals, Inc. Dr Christian Steindl – Director Brian L. Weisz – President Ft. Lauderdale Executive Airport, 1535 South Perimeter Rd, Bahnhofplatz 13/5, POB 160, 3500 Krems, AUSTRIA Hangar 36B Ft. Lauderdale, Florida 33309, USA tel: +43 2732 825 610 email: [email protected] tel: +1 954 491 0555 email: [email protected] fax: +43 2732 851 01 website: www.ifra.at fax: +1 954 491 6114 website: www.airambulanceprof.com

Jet Executive International Charter AirMed International LLC Dennis Stoffel – Ground Operations Manager Jeffrey T Tolbert – President Mündelheimer Weg 50, D-40472, Düsseldorf, GERMANY 1000 Urban Center Drive, Suite 470, Birmingham, AL 35242, USA “Homebase FRA & MUC” tel: +49 211 602 7775 email: [email protected] tel: +1 205 443 4840 email: [email protected] fax: +49 211 602 77766 website: www.jetexecutive.com fax: +1 205 443 4841 website: www.airmed.com

JET ICU European Air Ambulance Mike Honeycutt – President Patrick Schomaker – Director Sales & Marketing 2561 Rescue Way, Brooksville, FL 34604, USA 175A, rue de Cessange, L-1321, LUXEMBOURG

tel: +1 352 796 2540 email: [email protected] 24hr tel: +49 711 7007 7007 email: [email protected] fax: +1 352 796 2549 website: www.jeticu.com fax: +49 711 7007 7009 website: www.air-ambulance.com

Mayoral Executive Jet CATEGORY KEY CLAIMS MANAGEMENT INSURERS AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Paulo Vassar – Commercial Director AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER Dominguez Toledo S.A., 118 La Orotava, Malaga 29006, SPAIN AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE tel: +34 952 048 609 email: [email protected] CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS fax: +34 924 048 612 website: www.mayoralexecutivejet.com COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES 42 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Global Jetcare, Inc. Emergency Assistance North America Inc. Bart Gray – President Jaime Perez – Operations Manager 16479 Runway Drive, Brooksville, FL 34604, USA 580 St. Andrews Pl., West Vancouver, B.C., V7S 1V8 CANADA

tel: +1 352 799 7771 email: [email protected] tel: + 1 604 922-4443 email: [email protected] fax: +1 352 799 7776 website: www.globaljetcare.com fax: +888 572-9956 website: www.eanorthamerica.com (AMERICAS) JET ICU Global Excel Management Mike Honeycutt – President Michael Drew – Vice-President Sales AIR AMBULANCE 73 Queen Street, Sherbrooke, QC J1M 0C9, CANADA

(NORTH AMERICA) 2561 Rescue Way, Brooksville, FL 34604, USA 17548 Deer Isle Circle, Winter Garden, FL 34787 USA tel: +1 352 796 2540 email: [email protected] tel: +1 866 566 1130 email: [email protected] fax: +1 352 796 2549 website: www.jeticu.com fax: +1 819 566 8335 website: www.globalexcel.ca ASSISTANCE COMPANIES ASSISTANCE Life Flight International Inc. On Call International Chris Connor – Operations Michael J. Kelly – President & CEO Victoria International Airport, Shell Aero Center, 104-1962 Canso Road, One Delaware Drive, Salem, NH 03079, USA North Saanich, British Columbia V8L 5VF, CANADA tel: +1 250 655 1630 email: [email protected] tel: + 888 289 0567 email: [email protected] fax: +1 250 656 9394 website: www.lifeflight.ca fax: +1 603 328 1770 website: www.oncallinternational.com

Skyservice Air Ambulance OneWorld Assist David Ewing – VP International Market Development Taka Katsube – Director Assistance & Cost Managment YUL/Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA H9P 1A2, CANADA tel: +1 514 497 7000 email: [email protected] tel: +1 604 303 2113 email: [email protected] fax: +1 514 636 0096 website: www.skyservicebas.com/airambulance fax: +1 604 276 4593 website: www.oneworldassist.com

AIMS SelectCare Worldwide Bernadette Breton – Managing Director Jacques LeTual – Director of Business Development Private Bag X5, Benmore Gardens 2010, Johannesburg, SOUTH AFRICA #1201, 438 University Avenue, Toronto M5G 2K8, CANADA

tel: +27 11 245 5777 email: [email protected] tel: +1 416 340 7265 email: [email protected] (AFRICA) fax: +27 11 783 9277 website: www.aims.org.za toll free: +1 866 261 6718 website: www.selectcareworldwide.com

AMREF Flying Doctor Service TMCA - Travel Medical Casualty Assistance Dr Bettina Vadera – Medical Director Margaret Wharton – VP Travel Division Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA 217 Broadway suite 600, New York NY 10007, USA

tel: +254 20 600 090 email: [email protected] tel: +1 212 964 8580 email: [email protected] fax: +254 20 344 170 website: www.amref.org fax: +1 212 406 1520 website: www.tmcatravel.com ASSISTANCE COMPANIES ASSISTANCE Interhealth Technologies Asia Assistance Partners Kevin Thomas – Director - International Siriporn Wongurai – International Operations Director 184/235 Forum Tower, 36 Flr Ratchadapisek Rd Huaykwang, Bangkok 10320, P O Box 3058, Bedfordview 2008, SOUTH AFRICA THAILAND tel: +27 11 622 8010 email: [email protected] tel: +662 645 3733-5 email: [email protected] fax: +27 11 622 8264 website: www.interhealth.net fax: +662 645 3732 website: www.aapartners.net

Netcare 911 International Assistance Asia Medical Assistance India (AUSTRALASIA) Brenda Durow – International Assistance Manager Abhijeet Sachdev – Group VP Riverview Park, Janadel Avenue, Midrand, SOUTH AFRICA DLF City-ll, M.G Road, New Delhi, Gurgaon 122002, INDIA

tel: +27 10 209 8387 email: [email protected] tel: +91 9899 198 198 email: [email protected] fax: +27 10 209 8405 website: www.netcare911.co.za fax: +91 2440 147 28 website: www.asiamedassist.org

West African Rescue Association Asia Medical Assistance Nepal Florian Zagel – Managing Director Bikash Gurung – General Manager Klotey Cresent 6, North Labone, Accra, GHANA 35 Pyukha Marg, PO Box 156, Katmandu, NEPAL

tel: +233 244 312 496/7 email: [email protected] tel: +977 985 1111 366 email: [email protected] fax: +233 21 781 259 website: www.westafrican-rescue.com fax: +911 244 014 728 website: www.asiamedassist.org

ASISTUR Asia Medical Assistance Thailand Emilio Guevara – Managing Director Jane Bailey – CEO United Tower 7/1, 333/13 Sukhummvit Soi 55 Klongtan Nua, Bangkok, 10110, Prado 208, e/ Colon y Trocadero, Habana Vieja, Ciudad Habana 10100, CUBA THAILAND tel: +537 8664499 email: [email protected] tel: +66 (0) 2712 88934 email: [email protected] fax: +537 8668087 website: www.asistur.cu fax: +66 (0) 2712 6684 website: www.asiamedassist.org (AMERICAS) Cardinal Assistance Assistance Online Alberto C. Chapur – President Bertrand Guichoux – CEO Av. Cordoba 890 7° piso, (C 1054AAU) Capital Federal, Buenos Aires, Zendai Cube Edifice 6/F, 58, Changliu Road, Pudong, 200135 Shanghai, CHINA ARGENTINA tel: +54 11 4129 7514 email: [email protected] tel: +86 21 6104 9500 email: [email protected] fax: +54 11 4328 3822 website: www. cardinalassistance.com fax: +86 21 6104 9484 website: www.assistanceonline-china.com

CATEGORY KEY CLAIMS MANAGEMENT LEGAL SERVICES Customer Care Pty Ltd AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Janine Benson – Operations Manager AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING Level 3, 60 Miller Street, North Sydney 2060, NSW, AUSTRALIA ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS tel: +612 9202 8222 email: [email protected] fax: +612 9202 8220 website: www.customercare.com.au COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 43

First Assistance Save Assistance France Mary-Jo McDonald – General Manager Franck Molinier – Director of Business Development PO Box 17-310, Greenlane, Auckland, NEW ZEALAND 19 rue de Provence, 78310 Maurepas, FRANCE

tel: +64 9 356 1650 email: [email protected] tel: +33 13062 6752 email: [email protected] fax: +64 9 525 1278 website: www.firstassistance.co.nz (EUROPE) 24 tel: +33 13062 1122 website: www.saveassistance.com

Global Assistance & Healthcare Savitar

(AUSTRALASIA) Mario Babin – Chief Executive Officer Lydia Semchenkova – Business Development Manager Jalan Pattimura, 15 Kebayoran Baru, Jakaita, 12110, INDONESIA 25/1, 7th Floor, Trubnaya Str., Moscow, 127051, RUSSIA

tel: +62 21 725 8115 email: [email protected] tel: +7 495 987 1775 email: [email protected] fax: +62 21 725 7961 website: www.global-assistance.net fax: +7 495 987 1776 website: www.savitar-gr.com ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE South Pacific Air Ambulance SOS International Scotty Watson – Managing Director Helle Drager Sandahl – Communications & Marketing Manager NEW ZEALAND AUSTRALIA SINGAPORE Nitivej 6, DK-2000 Frederiksberg, Copenhagen, DENMARK

tel: +64 9256 9000 email: [email protected] tel: +45 7010 5055 email: [email protected] fax: +64 9256 9111 website: www.spaa.co.nz fax: +45 7010 5056 website: www.sos.eu

ADAC-Ambulance Service TBS Team 24 d.o.o Robert Glueck – Marketing & Sales Director Edvard Hojnik – General Manger Am Westpark 8, 81373 Munich, GERMANY Ljubljanska Ulica 42, 2000 Maribor, SLOVENIA

tel: +49 89 76 76 52 85 email: [email protected] tel: +386 2618 2301 email: [email protected] (EUROPE) 24h Alarm: +49 89 76 76 50 05 website: www.adac.de/ambulance fax: +386 2618 5800 website: www. tbs-team24.com

Altas Assistance CONNEX Assistance Middle East Arvydas Bebravi˘cius – Managing Director Lara Helmi – International Network Director Lentvario Str. 7, Lt-02300 Vilnius, LITHUANIA NEW Office 703, Block B, Belrasheed Towers, Qusais, Dubai, UAE

tel: +370 5 264 4020 email: [email protected] tel: +97 14 257 82 84 email: [email protected] fax: +370 5 264 4021 website: www.altas-assistance.lt fax: +97 14 257 82 85 website: www.connexassistance.com

AP Companies EAST) (MIDDLE Goral Assistance Natalya Butakova – Business Development Manager Marcel Kadoche – International Network & Development Manager str. 9, dom 5/7, ul. Nizhnyaya Syromyatnicheskaya, Moscow 105120, RUSSIA Corex House, P.O. Box: 12815, Herzeliya Pituah 46733, ISRAEL

tel: +7 495 989 1120 email: [email protected] tel: +972 9 957 9930 email: [email protected] fax: +7 495 989 1130 website: www.ap-companies.ru fax: +972 9 957 9931 website: www.goralassist.com

ARC Europe SA Dr Colin Plotkin Consulting Hans Biekmann – Network Director Dr Colin Plotkin – Managing Director Avenue des Olympiades 2, 1140 Brussels, BELGIUM 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

tel: +32 2 706 6660 email: [email protected] tel: +1 604 241 9677 email: [email protected] fax: +32 2 706 6601 website: www.arceurope.com fax: +1 604 241 0733 website:

CNAS To have your company listed in our service directory Carole Luisy – Managing Director CATASTROPHIC 80 rue des alliés, 38100, Grenoble, FRANCE contact the sales department now:

tel: +33 438 49 83 49 email: [email protected] CLAIMS SPECIALISTS [email protected] or telephone: +44 (0)117 922 66 00 fax: +33 438 49 83 40 website: www.cnas-assistance.com

Global Assistance a.s. AIMS Petr Bold – General Manager Bernadette Breton – Managing Director Dopraváku˚ 749/3,184 00 Prague 8, CZECH REPUBLIC Private Bag X5, Benmore Gardens, 2010 Johannesburg, SOUTH AFRICA

tel: +420 266 799 770 email: [email protected] tel: +27 11 245 5777 email: [email protected] (AFRICA) fax: +420 266 799 797 website: www.1220.cz fax: +27 11 783 9277 website: www.aims.org.za

Global Voyager Assistance Interhealth Technologies Costas Danilenko – CEO Kevin Thomas – Director - International PO Box II, 125124 Moscow, RUSSIA P O Box 3058, Bedfordview 2008, SOUTH AFRICA COST CONTAINMENT tel: +7 495 775 0999 email: [email protected] tel: +27 11 622 8010 email: [email protected] fax: +7 495 775 0998 website: www.gvassistance.com fax: +27 11 622 8264 website: www.interhealth.net

Greek Flying Doctors ChargeCare International Dimitris Kanellis – Manager Christiane Burniston – Managing Director 3 Doukisis Plakentias Str, 152 34 Halandri, Athens, GREECE Monument Business Park, 1D Park Offices, Warpsgrove Lane, Chalgrove, Oxford, UK

tel: +30 210 674 0600 email: [email protected] (EUROPE) tel: +44 1865 400 007 email: [email protected] fax: +30 210 674 0634 website: www.greekflyingdoctors.gr fax: +44 845 003 9923 website: www.chargecare.co.uk

med con team GmbH Medical Claims International Spain Michael Weinlich – Managing Director Fatima Guillen Grande – Managing Director Gerhard-Kindler-Str.8, 72770 Reutlingen, GERMANY C/Ciudad de Aguilas No.2, Local 2A, Madrid 28030, SPAIN

tel: +49 7121 433 660 email: [email protected] tel: 00 34 913 016 145 email: [email protected] fax: +49 7121 433 619 website: www.medconteam.com fax: 00 34 913 016 160 website: www.mcimanager.com 44 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Global Excel Management Star Healthcare Michael Drew – Vice-President Sales Gigi Galen – President 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA 850 7th Avenue, Suite 803, New York, 10019, USA 17548 Deer Isle Circle, Winter Gdn, FL 34787 USA tel: +1 866 566 1130 email: [email protected] tel: + 1 212 581 8228 email: [email protected] fax: +1 819 566 8335 website: www.globalexcel.ca fax: + 1 212 581 8272 website: www.starhealthcarenet.com

Global Medical Management To have your company listed in our service directory Raija Itzchaki – COO contact the sales department now: (NORTH AMERICA) 7901 SW 36th Street, Suite 100, Davie, FL 33328, USA

tel: +1 954 370 6404 email: [email protected] COST CONTAINMENT [email protected] or telephone: +44 (0)117 922 66 00

fax: +1 954 370 8613 website: www.gmmusa.com CLAIMS MANAGEMENT

Olympus Managed Healthcare MedEscort International Steven Jacobson – CEO Craig Poliner – President 777 Brickell Avenue, Suite PH70, Miami, Florida 33131, USA 1730 Vultee Street, Allentown, PA 18103, USA

tel: +1 305 530 8600 email: [email protected] US tel: +1 610 791 3111 email: [email protected] fax: +1 305 530 0766 website: www.omhc.com fax: +1 610 791 9189 website: www.medescort.com SPECIALISTS OneWorld Assist Voyageur Aeromedical Travel Taka Katsube – Director Assistance & Cost Managment Marc Lucas – General Manager 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK

tel: +1 604 303 2113 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected]

fax: +1 604 276 4593 website: www.oneworldassist.com COMM. REPATRIATION fax: +44 (0)117 925 5940 website: www.voyageur24.com

SelectCare Worldwide ADAC Jacques LeTual – Director of Business Development Christoph Ullrich – Director of Purchase / International Network #1201, 438 University Avenue, Toronto M5G 2K8, CANADA Am West Park 8, 81373 Munich, GERMANY

tel: +1 416 340 7265 email: [email protected] tel: +49 89 7676 2912 email: [email protected] toll free: +1 866 261 6718 website: www.selectcareworldwide.com 24hr Alm: +49 89 7676 5005 website: www.adac.de/ambulance TRANSPORT Star Healthcare Lufthansa Medical Services Gigi Galen – President Doris Ehring – Manager Sales & Marketing Lufthansa German Airlines, Lufthansa Base, FRA SX/M, D-60546, 850 7th Avenue, Suite 803, New York, 10019, USA Frankfurt/Main, GERMANY tel: + 1 212 581 8228 email: [email protected] tel: +49 (0)69690-20904 email: [email protected] fax: +49 (0)69690-58147 website: www.dlh.de

fax: + 1 212 581 8272 website: www.starhealthcarenet.com PATIENT CARE CRITICAL

UnitedHealth International ANUBIS International Repatriation Philip Brun – Vice President of Sales & Service Fabrice Kana – Development & Quality Manager 3100 SW 145 Avenue, Miramar, FL 33027, USA Tour Pleyel, 93200 Paris, Saint Denise, FRANCE

tel: +1 954 378 0694 email: [email protected] tel: +33 149 195 960 email: [email protected] fax: +1 954 378 0771 website: www.uhgi.com fax: +33 149 471 901 website: www.anubisgroup.org

Global Assistance & Healthcare Funeral Home AURIGA Ltd. Mario Babin – Chief Executive Officer Helen Pradova – Chief of International Department Jalan Pattimura, 15 Kebayoran Baru, Jakaita, 12110, INDONESIA B. Nmcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC

tel: +62 21 725 8115 email: [email protected] FUNERAL DIRECTORS tel: +420 724 257 899 email: [email protected] fax: +62 21 725 8951 website: www.global-assistance.net fax: +420 416 735 800 website: www.funeral-assistance.cz

Global Excel Management Funeralcare International Michael Drew – Vice President of Sales Louisa Killen – Repatriation Specialist 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA Murray House, 50 Whitta Road, Manor Park, London, Essex E12 5DA, UK 17548 Deer Isle Circle, Winter Gdn, FL 34787 USA tel: +1 866 566 1130 email: [email protected] tel: +44 20 8788 5303 email: [email protected] fax: +44 20 8788 2525 website: www.co-operativefuneralcare.co.uk

CLAIMS MANAGEMENT fax: +1 819 566 8335 website: www.globalexcel.ca

Interhealth Technologies Global Networks Funeral Assistance Kevin Thomas – Director - International Cristina Almudi – Managing Director P O Box 3058, Bedfordview 2008, SOUTH AFRICA 23 Blindmans Lane, Cheshunt, Hertfordshire EN8 9DR, UK

tel: +27 11 622 8010 email: [email protected] tel: +44 1992 640 066 email: [email protected] fax: +27 11 622 8264 website: www.interhealth.net fax: +44 1992 785 030 website: www.gnfa.info

SelectCare Worldwide John Allison Monkhouse Co., Ltd (Thailand) Jacques LeTual – Director of Business Development Apple Kaewprasert – General Manager President Park View Tower, 99/243 (30B) Pine Tower, Sukhumvit soi 24, Klongton #1201, 438 University Avenue, Toronto M5G 2K8, CANADA Klongtoey, Bangkok, THAILAND tel: +1 416 340 7265 email: [email protected] tel: +66 2382 5345-7 email: [email protected] toll free: +1 866 261 6718 website: www.selectcareworldwide.com fax: +66 81 584 5942 website: www.monkhouse.com.au

CATEGORY KEY CLAIMS MANAGEMENT LEGAL SERVICES Kenyon Repatriation Ltd AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Emerson De Luca – General Manager AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING 83 Westbourne Grove, Bayswater, London W2 4UL, UK ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS tel: +44 20 7313 6920 email: [email protected] fax: +44 20 7313 6999 website: www.kenyonrepatriation.com COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 45

Lutece International Medic’Air International 每递安国际 Zouhaier Hertelli – Repatriation Specialist Dr Huaqun Gao – Medical Director 56 rue Olivier de Serres, 75015 Paris, FRANCE 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA

tel: +33 1 56 08 00 23 email: [email protected] tel: +86 2163 558289 email: [email protected] fax: +33 1 56 08 00 43 website: www.pflutece.com fax: +86 2163 558285 website: www.medic-air.com

Rowland Brothers International AMREF Flying Doctor Service Melanie Walkling – Partner Dr Bettina Vadera – Medical Director 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA (AFRICA)

FUNERAL DIRECTORS tel: +44 20 8684 2324 email: [email protected] tel: +254 20 600 090 email: [email protected] fax: +44 20 8684 8000 website: www.rowlandbrothersinternational.co.uk fax: +254 20 344 170 website: www.amref.org

Servilusa Greek Flying Doctors Vanda Castro – Manager International Department Dimitris Kanellis – Manager Agencias Funerarias SA, International Dept. Rua do Entreposto Industrial, 8-2 Esq, 3 Doukisis Plakentias Str, 152 34 Halandri, Athens, GREECE 2610-135 Amadora, PORTUGAL

tel: +35 121 470 6300 email: [email protected] (EUROPE) tel: +30 210 674 0600 email: [email protected] fax: +35 121 470 6499 website: www.servilusa.pt fax: +30 210 674 0634 website: www.greekflyingdoctors.gr

BUPA Cromwell Hospital Voyageur Aeromedical Travel Shams Maladwala – Commercial Director Marc Lucas – General Manager

Cromwell Road, London SW5 0TU, UK NEW AIRLINES COMMERCIAL ON ESCORT MEDICAL Voyageur Buildings, 43 Colston Street, 43 Colston Street, Bristol BS1 5AX, UK

tel: +20 7460 2000 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected]

(EUROPE) fax: +20 7835 2444 website: www.cromwellhospital.com fax: +44 (0)117 925 5940 website: www.voyageur24.com HOSPITALS HOSPITALS Xanit Hospital de Benalmadena Air Ambulance Network Dr. Juan Bosco Rodriguez Hurtado – Director Kirk Pacheco – President Avda. Los Argonautas, Benalmadena, 29630 Malaga, SPAIN 905 Martin Luther King Jr Drive, Suite 330, Tarpon Springs, Florida 34689 USA

tel: +34 952 367 190 email: [email protected] 24hr tel: + 1 727 934 3999 email: [email protected] fax: +34 952 367 191 website: www.xanit.net fax: + 1 727 937 0276 website: www.airambulancenetwork.com

Baptist Health Int. Center of Miami Life Flight International Inc. Yohandra Fuentes – Finance Manager Chris Connor – Operations

(NORTH AMERICA) Victoria International Airport, Viscount Business Center, 103-9800 McDonald Park 8940 North Kendall Drive, Suite 601-E, Miami, Fl 33176, USA Road, Sidney, British Columbia, CANADA tel: +1 786 596 2373 email: [email protected] tel: +1 250 655 1630 email: [email protected] fax: +1 786 596 5979 website: www.baptisthealth.net/international fax: +1 250 656 9394 website: www.lifeflight.ca (AMERICA)

Integrated Healthcare Services MedEscort International Brenda Escobar - International Services Manager Craig Poliner – President 450 E. Las Olas Blvd., Ft. Lauderdale, Fl 33301, USA 1730 Vultee Street, Allentown, PA 18103, USA

tel: + 1 305 222 6750 email: [email protected] tel: +1 610 791 3111 email: [email protected] tel: + 1 305 222 6751 website: www.hcaeastflorida.com fax: +1 610 791 9189 website: www.medescort.com

Jackson Memorial Hospital International AMREF Flying Doctor Service Luis Felipe Arango – Vice President of International Business Dr Bettina Vadera – Medical Director Jackson Medical Towers, East Tower, Suite 829, Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA 1500 NW 12th Avenue, Miami, FL 33136 - 9998, USA 24hr tel: + 1 305 355 1212 email: [email protected] tel: +254 20 600 090 email: [email protected] tel: + 1 305 355 5544 website: www.jmhi.org fax: +254 20 344 170 website: www.amref.org

University of Miami Health System StandbyMD Jose Quesada M.D., M.B.A. – Director Finance & Operations Alex Sánchez – Managing Director 1099 N.W. 14th Street, Miami, Florida 33136, USA 777 Brickell Avenue, Suite 1370, Miami, Florida 33131, USA MEDICAL PROVIDER tel: +1 305 243 9100 email: [email protected] tel: +1 305 459 4882 email: [email protected] fax: +1 305 243 9101 website: www.uhealthinternational.com fax: +1 305 421 5575 website: www.standbymd.com

CareFlight Group Voyageur Aeromedical Travel Medical and Tasking Centre Marc Lucas – General Manager PO Box 5078, Robina Town Centre, Queensland, 4230 AUSTRALIA Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK TRAVEL TRAVEL

24hr tel: +61 7 5553 5955 email: [email protected] AGENTS tel: +44 (0)117 927 3554 email: [email protected] fax: +61 7 5553 5914 website: www.cmsairambulance.com fax: +44 (0)117 925 5940 website: www.voyageur24.com

CareFlight International V Creative Design Sue Robshaw – Co-ordinator Steve Annette – New Media Director Westmead Hospital Campus, PO Box 159, Westmead, NSW 2145, Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK AUSTRALIA tel: +61 1300 655 855 email: [email protected] tel: +44 (0)117 929 4636 email: [email protected] fax: +61 2 9689 2744 website: www.careflight.org fax: +44 (0)117 925 2040 website: www.vcreativedesign.co.uk ADVERTISING WEB & MEDIA

AIRLINES (AUSTRALASIA) Medical Wings CATEGORY KEY CLAIMS MANAGEMENT LEGAL SERVICES AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Dr Sommart Somsiri – Medical Director AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER 222 Room 3259, Bangkok Int Airport, Viphavadee-Rangsit Rd, Sikan, Don Muang, AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING Bangkok 10210, THAILAND ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE tel: +662 247 3392 email: [email protected] CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS MEDICAL ESCORT ON COMMERCIAL COMMERCIAL ON ESCORT MEDICAL fax: +662 535 4355 website: www.medicalwings.com COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES 46 REGULARS

Diary Dates VINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPE- VINE • GRAPEVINE GRAPEVINE • GRAPE - Fever Pitch continued from p.29 2 March IFSA Annual Life Insurance Grapevine of the nine host cities, so fans will be shuttled from Conference satellite accommodation areas to the key venues on Shangri-La Hotel, Sydney, Australia admitted hiring Europeans and Israelis to dress match days, while some fans will stay in neighbouring up in traditional Maori costumes, poke out countries, such as Swaziland and Botswana. 9-10 March their tongues and simulate indigenous dances FIFA spokesmen have pointed out that similar 5th Asian Takaful Conference to lure unsuspecting tourists from their cruise arrangements were in place during the 2006 Singapore ships. Puriri, who claims that she is making a tournament, with many fans travelling to the FIFA World positive contribution to the community, said: Cup in Germany from neighbouring countries on match 15 March “Some of our Maori are too slack to promote days. But, distances between the South African venues themselves. Some of our Maori are too lazy to are significantly greater, and the country’s transport The Life Insurance Conference 2010 get out of bed to do that. None of my team are infrastructure is not on a par with Germany’s. Rosen Shingle Creek, Orlando, Florida, US backpackers or full-blood Maori but the tourists love us purely because we are proud of our Illness and medical evacuation 23-25 March culture and we look beautiful.” The indigenous South Africa has, perhaps, the best healthcare 10th CEO Insurance Summit in Asia Cookie monster population, it would seem, does not agree. infrastructure on the African continent – at least, Singapore Maori elder Iria Whiu said Puriri’s comments for those with private medical insurance. It also has A San-Francisco man raised more than were ‘highly insulting’. excellent medevac and emergency medical treatment 28-30 March eyebrows on a recent flight from Philadelphia One Auckland-born performer who charged facilities for the adequately insured, and according to Intermediaries and Reinsurance to Los Angeles after he emerged screaming tourists NZ$5 to have their photo taken with BUPA International, it is Africa’s leading destination Underwriters Association Spring from the plane’s restroom before dropping his a ‘Maori in traditional dress’ using their own for medical evacuations. This infrastructure is unlikely Conference trousers and attacking crewmembers – forcing camera, was removed from the wharf after he to be overtaxed during the World Cup. But this is Ponte Vedra Beach, Florida, US the flight to divert to Pittsburgh. Thirty-year- drew a Maori design, normally etched into the still Africa, and an adequate level of medical cover is, old Kinman Chan, who claims he was high on skin by tattoo, onto his face with a marker pen. arguably, even more important than for travel to a 30 March a double dose of medical marijuana cookies similar event in a European destination. “Tuberculosis, The Egypt Insurance Conference at the time, was eventually subdued in a rabies, malaria and cholera are all diseases that are The Four Seasons Hotel, Nile Plaza, Cairo, Egypt chokehold. Chan, who has a legally issued common in South Africa. We always advise travellers medical marijuana card for a ‘legitimate’ health to seek medical advice before embarking on their trip 13-16 April issue, now faces up to 20 years in prison and a to ensure that all appropriate vaccinations are up to Global Healthcare & Medical US$250,000 fine for interfering with the duties date,” said Mondial Assistance’s Mike Webb. Tourism Conference Korea of a flight attendant. Best stick to chocolate chip Hospital treatment in South Africa’s larger cities is Seoul, Korea in future. good, but healthcare facilities are more basic in rural areas, where air evacuation to major cities is often 25-29 April the only option for medical emergencies, Webb Risk and Insurance Management pointed out. High levels of HIV infection continue Society Annual Conference Maori than just a to be a huge issue, with some sources estimating Toronto, Ontario, Canada that as many as one in four South Africans carry the dance virus. But, as deputy health minister Molefe Sefularo 4-5 May has pointed out, the South African Blood Transfusion Fat free Service leads the field with its technology, and South 11th Asian Conference on Bancassurance & Alternative Distribution Channels Africa has some of the world’s toughest guidelines India Air France has announced that it is to offer for blood donation and acquisition. Sefularo’s a free second seat to obese passengers ‘for department heads up a World Cup technical task 6-7 May their own comfort’, but confirmed that, along team of 15 expert work groups which focus on areas with other airlines, an obese traveller could including emergency medical services, communicable 3rd Asian Life Insurance Summit be prevented from flying. The airline stated diseases, environmental health, port health, stadiums, India that if an overweight person turned up at the provision of primary healthcare and establishment of airport without having booked an extra seat, command and control points. 5-7 May the check-in staff would not intervene and the “There is collaboration with the South African European Medical Travel Conference passenger could continue to board the plane National Defence Force in providing the necessary Monastier de Treviso, Venice, Italy where in ‘99 per cent of cases’ cabin crew back up for emergency events,” Sefularo said. could accommodate them. “There is also collaboration with the South African 12-13 May Other overweight passengers who don’t want Red Cross Society in terms of support for aero- International Travel Insurance James Heremaia to risk being unable to fly can book second medical transportation in cases of need. There is Conference – Domestic Terina Puriri, director of New Zealand tour sea for a 25-per-cent discount but would not no doubt that the experience provided by the FIFA The Grand Hotel, Brighton, UK operator The Discovery Heritage Group, has receive a refund if plane was not full on take-off. Confederations Cup will contribute vastly to ensuring

VINE • GRAPEVINE GRAPE - • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE world-class health and medical services in 2010.” n

The Claimers illustrated by Chris Duggan, story by Ian Cameron © Voyageur Publishing & Events Ltd

International Travel Insurance Journal ONTHEMOVE 47

Moves at AXA Groupama promotes Etchells

AXA Insurance has appointed Tina Shortle as marketing business, adding: “On behalf Groupama Insurances has appointed Malcolm Etchells, understanding to drive forward our award winning director, with responsibility for leading the development of AXA’s management currently operations development manager, as its new e-business capabilities. It is really gratifying that we have and implementation of the company’s general board and executive head of e-commerce, reporting directly to Groupama’s again been able to make an important appointment insurance marketing initiatives across both its direct and committee members, I personal lines director Kevin Kiernan. The new role from within our business and I am delighted that intermediary product suites. Shortle was a founding want to very warmly thank sees Etchells assuming responsibility for managing Malcolm has accepted this important role.” member of the Swiftcover team and was instrumental Freddy Bouckaert for the the company’s e-commerce team and for driving Etchells will be working with a team of five e-trading in launching the first online motor insurance brand in remarkable work he has the personal, commercial and healthcare businesses specialists and will also continue to work closely with the UK. More recently, she was marketing director accomplished over the years through electronic channels. He will operate from broker software houses and other system providers, for Swiftcover and also of AXA’s growing direct David Vincent with a high level of integrity Groupama’s underwriting and service centre, replacing as well as Groupama’s network of trading partners. business, where she looked after both household and professionalism. Under Ken Hutchinson, the company’s former head of Commenting on his appointment, Etchells said: “Our and travel product lines. Chief executive Philippe Maso his management, AXA Belgium has become a leader e-commerce who left at the end of 2009. powerful e-business capabilities already provide commented: “This new role provides a central focus for in the Belgian market and has demonstrated its Kevin Kiernan commented on the appointment: real business benefits for our broker partners. My marketing and reinforces our view that marketing activity strength during the recent financial crisis.” “E-trading is of real strategic importance to Groupama challenge is to ensure that we stay one step ahead of is critical for success in the retail AXA has also appointed David Vincent as its new Insurances and it was therefore vital that we selected the competition as part of a continuing commitment to segment of the market.” head of travel underwriting for the personal lines an individual with the skills, experience, foresight and providing innovative online solutions.” Meanwhile, Jacques de broker business. In his new role, Vincent will be Vaucleroy has been appointed responsible for leading and setting the personal chief executive officer of lines intermediated travel underwriting strategy Price moves to Ace Ailles joins ABTA the Northern, Central and and working with existing and new providers to Eastern European region improve performance and generate new business. Ace European Group (Ace) has announced the board of AXA as of 15 March, He will be reporting to AXA’s personal lines appointment of Chris Price to the newly created replacing Alfred Bouckaert, underwriting director, Neil Mercier. role of regional director of travel insurance for the Ian Ailles has been appointed to the board of a member of AXA’s Before joining AXA, Vincent worked for Royal Bank of Europe, Middle East and Africa (EMEA) region. In the Association of British Travel Agents (ABTA), management board and Scotland Insurance for over nine years in the product his new role Price, will work with Ace’s travel teams with immediate effect. Currently, Ailles chairs the executive committee, who Tina Shortle management team. Commenting on his new role, across EMEA to provide strategic direction in order Federation of Tour Operators and has served in a will retire in April. Jacques Vincent said: “I am delighted to join the AXA team and to grow the company’s travel insurance business number of very senior roles at Thomas Cook over a de Vaucleroy will be in charge of AXA’s insurance look forward to developing new opportunities for the through a number of distribution channels, including period of nine years. He is also managing director of operations in Belgium, Germany, Luxembourg and mutual benefit of our partners and AXA.” brokers, partnerships, banks and online. European rentals for Wyndham Exchange and Rentals. Switzerland, as well as in Central and Eastern Europe, Price said of the move: “Ace already has significant Mark Tanzer, chief executive of ABTA, said of the and will also be in charge of AXA Bank Europe. He experience in the travel insurance market with appointment: “Ian brings a wealth of experience will take over all of Alfred Bouckaert’s responsibilities in a diverse portfolio and technical underwriting and expertise to the ABTA board, which will the various governance bodies of the AXA Group. ALC Health expertise. I am looking forward to building on its prove invaluable as we deal with important and Henri de Castries, chairman of AXA’s management existing success.” Price has worked in the travel fundamental changes to legislation, together with our board, welcomed Jacques de Vaucleroy to the welcomes Easmon insurance industry since 1990, and is joining Ace continuing drive to move the association forwards.” from Royal Bank of Scotland, where he was head of Dr Charlie Easmon has joined international private travel and animal health insurance. In his new role, medical insurer ALC Health in the newly created post Price will report to Andy Hollenberg, senior vice BILG appoints of medical director for the company. Dr Easmon’s role president of accident and health, personal lines and will encompass advising the company about medical the life business of Ace’s European arm. Carter Bailey issues that relate to the business and its customers. Andrew Apps, director of ALC Health, said: “We are The Benefit Insurance Lawyers Group (BILG) has of course delighted that Balcombe boosts announced the appointment of Carter Perry Bailey Dr Easmon has agreed as its UK member. The BILG is an international to join ALC Health and BIBA grouping of independent specialist insurance and Sir Mervyn Pedelty the breadth of knowledge reinsurance law firms, membership of which is and experience he will The British Insurance Brokers’ Association (BIBA) restricted to one firm per jurisdiction. Obituary bring to the company is has welcomed Harris Balcombe, insurance claims At Carter Perry Bailey, meanwhile, Anthony Rose The board of Hiscox has announced with great incomparable. All of our specialist, into associate membership. Balcombe brings has become a consultant for the firm. Rose has sadness the death of Sir Mervyn Pedelty, the customers, whether they with it in-depth knowledge and expertise on claims been involved in corporate and regulatory work company’s senior independent director and are brokers, intermediaries management to BIBA members and their clients. for over 30 years, largely focused on the insurance chairman of the remuneration and nomination or individual clients will Commenting on the appointment, chief executive and reinsurance marketplaces. He had been head committee. Robert Hiscox, chairman of the benefit too as we call on of BIBA Eric Galbraith said: “We are delighted to of corporate at both Charles Russell LLP and Dr Charlie Easmon insurer, said: “I was deeply saddened by the news Dr Easmon’s advice and welcome Harris Balcombe as an associate member subsequently Barlow Lyde and Gilbert. He has of Sir Mervyn’s death. He joined the board in 2005 consult with him on the medical products we offer.” of BIBA and look forward to working closely with particular experience with Financial Services Authority and his counsel and advice has been invaluable. ALC Health also appointed Andrew Lindley to the them in the future.” Nicholas Balcombe, partner of regulation, acquisitions, disposals and flotation of We are very grateful for his years of hard work on position of client services assistant, who joins the firm Harris Balcombe LLP, noted: “We are delighted to insurance brokers and corporate matters involving the board and, on behalf of all at the company, we from Bluefin Group. In his new role, Lindley will be join BIBA and to bring our highly skilled negotiation underwriting agents and Lloyd’s named agencies. convey our deepest sympathy to his family.” responsible for providing assistance and support across and claims management specialism to this august Carter Perry Bailey has also welcomed William clients including individuals, brokers and intermediaries. body and we look forward to working with them.” Sturge to the company, as a partner.

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