ESSENTIAL READING FOR TRAVEL INSURANCE INDUSTRY PROFESSIONALS WWW.ITIJ.CO.UK JUNE 2012 • ISSUE 137 Disruption dilemma

New statistics have shown that, since 2010, one in eight US adults have had their travel disrupted by natural disasters or other major world events. Stefan Mohamed reports

The survey, conducted on behalf of the US Travel Insurance Association (UStiA), showed that 12 per cent of American travellers either had their plans disrupted or considered changing them due to unforeseen catastrophes such as earthquakes or the Icelandic volcano. It also showed that only 29 per cent of these travellers had travel insurance, although 96 per cent of those who were insured said that they were ‘satisfi ed’ with their insurance, and 46 per cent said they were ‘very satisfi ed’. The fi gures indicated that 18-to-34-year-olds were the most likely group to either alter their plans or to have them impacted by natural disasters or other events, making up 20 per cent of those surveyed. They were closely followed by college graduates (17 per cent). Twenty-seven per cent of individuals with a household income exceeding $50,000 said they would probably purchase travel insurance, while 22 per cent of those aged 55 or over planned to purchase it at some point. Premium price hike in Ireland A new survey has found that the cost of travel insurance premiums has risen by 26 per cent since Greek crisis could prompt problems 2009. Mandy Aitchison has more details The survey, by the Consumers’ Association of Ireland The long-term economic problems in handling agents nominated by that Greek insurer if Fund, though, as it reportedly has debts of around (CAI), found that the average cost of an annual policy Greece could have potentially serious the claim is pursued in the UK. In either situation, it 700 million. According to Lee, “This is surely for families is now €184, compared with €153 three implications for holidaymakers stuck is the Greek insurer that must pay the damages and unsustainable, and it therefore seems inevitable the years ago. It also suggests that insurers have lowered there in the short term; but what associated costs if the claim is successful. However, if Fund will be declared bankrupt in the foreseeable their maximum payout for claims related to medical about if a visitor suffers an injury in that the Greek insurer goes bust in the interim, what are future. If that occurs, there is currently no alternative expenses by up to a quarter. jurisdiction? Mark Lee of Penningtons the options? means of recovering damages (assuming the third- The CAI’s fi gures show that online travel agency Solicitors considers the effect on “In these circumstances,” said Lee, “the best advice party driver has insuffi cient fi nancial means to satisfy Ebookers, while being one of the cheapest providers international travel insurers would usually be to lodge a claim against the Greek a judgement).” of travel cover, has decreased the amount of benefi ts Auxiliary Fund, which is the Greek equivalent of the Lee also pointed out that that the above problem on offer, including medical cover, baggage delay, If one considers the example of an English claimant Motor Insurers’ Bureau in the UK. This fund was set is not necessarily unique to Greece – there are money loss, personal accident and cancellation who suffers injury due to the negligence of a third- up to help ensure damages are paid to a claimant concerns over the continuing economic and cover. It has, however, increased coverage for loss party Greek driver while on holiday, ordinarily the injured in an RTA in circumstances where there is unemployment woes on the Iberian peninsula, and of personal property. Specialist health insurer VHI claim would be negotiated with the Greek insurer no identifi ed defendant, an uninsured third-party with Spain and Portugal both receiving high numbers was dubious about being excluded from the survey, of the defendant driver if the claim were to be vehicle, or if the insurer of the third-party driver of tourists, the problem could escalate signifi cantly in claiming that their large market share and competitive pursued in Greece, or alternatively, with the UK becomes insolvent.” All is not as it seems with the a short period of time. deals should have qualifi ed them for inclusion. 2 NEWS

IN THIS ISSUE

REGULARS

News continued 4 Editorial rant 4 Company brief 12 Insurance matters 13 Health matters 16 IPMI news 18 ITIJ CONTRIBUTORS Air ambulance news 20 Travel matters 24 Tatum Anderson is a freelance Service directory 39 international health and technology business writer with a decade of Grapevine 46 experience. Her specialist subjects include On the move 47 emerging markets, business, health and public health policy. She has written for a variety of publications, including The NEWS ANALYSIS Economist, Guardian Weekly, BBC News Online, Wall Street Journal Europe and the The edge of the volcano 8 Financial Times. If or when Greece defaults from the eurozone, what will holidaymakers in the country at the time have to cope with? Robin Gauldie has been a freelance journalist since 1989, writing for the travel FEATURES sections of national newspapers including The Sunday Telegraph, The Observer, The This sporting life ... and death 26 Times, The Sunday Mirror, The Guardian and Scotland on Sunday. He is the author ITIJ asks if professional sports associations are taking enough responsibilty for insuring their athletes at international events of more than 20 travel guidebooks to destinations including Greece, Scotland, France, Portugal, Egypt and Morocco. ITIC Oxford Review 28 A synopsis of each session that took place at ITIC Oxford, complete with a gallery of pictures taken throughout the conference David Kernek has, for the past four years, been in a full-time post editing Assistance & Healthcare World Markets: two glossy travel magazines - Holiday Villas and Holiday Cottages. He has since 36 Switzerland converted it into a freelance role having A relatively safe country with a sophisticated medical system offers become self-employed and now has few challenges for insurers and assistance companies regular commissions in consumer, trade and B2B publishing.

ITIJ TEAM

Editor-in-chief: Ian Cameron ITIJ Published on behalf of: Voyageur Publishing & Events Ltd, Editor: Sarah Watson Voyageur Buildings, 43 Colston St, Bristol BS1 5AX, UK Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK Title editor: Mandy Aitchison The information contained in this publication has been published in good faith and every effort has been made to ensure its accuracy. Neither the Copy editor: James Paul Wallis Telephone: +44 (0)117 922 6600 publisher nor Voyageur Ltd can accept any responsibility for any error or misinterpretation. All liability for loss, disappointment, negligence or Editorial assistant: Stefan Mohamed editorial dept: Ext. 3 other damage caused by reliance on the information contained in this publication, or in the event of bankruptcy or liquidation or cessation of Conference manager: Denise Clements advertising dept: Ext. 1 the trade of any company, individual or fi rm mentioned is hereby excluded. The views expressed do not necessarily refl ect those of the publisher. Production: Kirsty Diclaudio subscriptions dept: Ext. 209 Helen Watts accounts dept: Ext. 4 Printed by Pensord Press, South Wales, United Kingdom

Subscriptions: Kate Knowles Copyright © Voyageur Publishing 2012. Materials in this publication may not fax: +44 (0)117 929 2023 Advertising sales: David Fitzpatrick be reproduced in any form without permission James Miller email: [email protected] web: www.itij.co.uk INTERNATIONAL TRAVEL INSURANCE JOURNAL ISSN 1743-1522 Finance: Elspeth Reid Louise Goddard Would you like to make a comment? Design: V Creative Design WOULD YOU LIKE TO SUBSCRIBE? Please get in touch with Ian Cameron, vcreativedesign.co.uk VISIT www.itij.co.uk/subscription Editor-in-Chief of ITIJ on +44 (0)117 922 6600 ext205

International Travel Insurance Journal

4 NEWS

Squaremouth advises Olympic attendees

The huge swell in visitor numbers to London insurance policies before purchase so as to avoid during Olympics season will present a much choosing the wrong coverage and potentially facing increased risk of inconvenience for travellers, substantial unpaid claims. Squaremouth urges according to US-based comparison website travellers to consider any medical issues they may Squaremouth, and travel insurance should be have, whether it is necessary to purchase Cancel (Sung to the theme of Grease) considered a necessity. The number of people for Any Reason coverage or primary or secondary passing through Heathrow Airport is expected medical insurance, and that timing is important “We got our problems and we see the light to increase by up to 30 per cent, from 180,000 when purchasing insurance, as it is often beneficial We gotta plug and think, we gotta feed it right. passengers per day to as many as 233,000, to buy early. The site hopes that highlighting There ain’t no danger we can go to far If we start believing now that we’re as broke these common pitfalls will help to better educate an increase that ‘can cause major issues for air as we are. travellers,’ according to Squaremouth marketing customers about the importance of insurance. manager Anna Coats. “Airline passengers may have Greece is the word travel delays, missed connections or lost baggage They think our debt is just a growing pain occurrences,” she continued. Why don’t they understand, it’s just a crying One in five claims shame Heathrow is expecting to handle over 200,000 The banks are lying only real is real due to cancellation individual pieces of luggage on its busiest days, We start to find right now we got to beg for a and Squaremouth warns travellers that this will meal. A study by Irish insurance site Getcover has found significantly add to the risk of baggage-related that almost 20 per cent of travel insurance claims by mishaps. “When attending something as substantial Greece is the word Greece is the word, is the word that you heard Irish travellers relate to cancellation, but that many are as the Olympics, travellers should protect their It’s got euro, it’s not leaving finding themselves uninsured because they purchase investment,” said Chris Harvey, chief executive of Greece is the time, is the place, is the motion their insurance at the last minute. Getcover estimates Squaremouth. “Spending a few dollars now can Greece is the way and we’re staying. that there were over six million overseas trips by Irish save thousands if something were to go wrong.” people made in 2011, but despite this, a significant Elswhere, Squaremouth’s customers are being We take the pressure and we throw away Drachmarality belongs to yesterday advised to thoroughly research all available travel proportion either overlooked travel insurance entirely There is a chance that we can make it so far or booked it far too late. If we start believing now that we’re as broke “If someone books a holiday on 1 May but is not as we are. actually travelling until 1 August then there is a period of over 90 days in which, for whatever ASTA runs membership drive Greece is the word Greece is the word, is the word that you heard reason, their holiday may be cancelled,” said Louis It’s got euro it’s not leaving Ledwidge, travel insurance specialist at Getcover. The American Society of Travel Agents (ASTA) (UStiA). “We want to ensure the industry – both Greece is the time, is the place is the motion “However, if the individual holds off on buying the launched its industry-wide ‘Join and Be Counted’ agents and suppliers – understands the unique value Greece is the way and we’re staying insurance until a week or so before then they are membership campaign on 14 May. The week-long ASTA delivers on their behalf,” said Tony Gonchar, This is the life of illusion not covered in the interim. Unfortunately, many campaign was aimed at expanding the organisation’s CEO of ASTA, “and that is in the form of creating and Wrapped up in trouble laced with confusion What we doing here? people have fallen foul of this oversight and it has member base and publicising its advocacy work, maintaining a healthy retail travel environment in which been a costly lesson.” The study showed that, on including its efforts to deregulate the role of agents to conduct business.” The multimedia campaign used We take the pressure and we throw away average, Irish travellers wait until as late as seven in the sale of travel insurance in certain US states, in targeted messages by top industry leaders to promote Drachmarality belongs to yesterday days before their departure date to buy insurance. partnership with the US Travel Insurance Association the benefits of ASTA membership. There is a chance that we can make it so far If we start believing now that we’re as broke as we are

Greece is the word Lifeguards return to Greece is the word, is the word that you heard It’s got euros, it’s not leaving Phuket beaches Greece is the time, is the place is the motion Greece is the way and we’re staying

Lifeguards are to return to the beaches of Greece is the word Phuket, Thailand, after a number of recent Is the word…” incidents. Two French tourists drowned at Karon and Freedom beaches within three Fasten your seatbelts, we might be in for a bumpy ride... days of one another in May, and the low standards of safety have been attributed to (With apologies to Frankie Valli and the Bee a lack of lifeguards, who have been absent Gees for dragging them into this … but thanks since 7 April due to the requirement for local for the inspiration!) authorities to renegotiate their contracts annually. Contracts have now been negotiated and signed, and lifeguards should be returning Ian Cameron to Phuket’s beaches imminently. Two more Editor-in-Chief tourists also narrowly escaped drowning near [email protected] Karon beach recently.

Insurance Family of victim to Hotline pinpoints sue Carnival misconceptions The family of a German holidaymaker who died in the Costa Concordia disaster earlier Online insurance comparison site Insurance Hotline this year is suing Carnival plc for negligence. has pinpointed a number of common insurance The suit blames the disaster, in which over misconceptions for customers. Many consumers think 20 people – including the decedent Siglinde that travel insurance is only necessary for international Stumpf – lost their lives, on the captain’s ‘ill- travel, rather than domestic travel, but Insurance conceived’ decision to ‘salute’ the residents of Hotline reminds them that they are just as much at Isola del Giglio, and alleged Carnival plc’s failure risk travelling in their own country as they are travelling to ensure that proper safety standards were overseas. The site also debunks the myth that airlines maintained. Stumpf’s family described the safety cover the costs for cancelled flights (they often don’t), and evacuation procedures as ‘a travesty’. The that hotel or airline bookings will be refunded in the day after the suit was filed, US magistrate John event of an emergency (they often won’t be) and that Froeschner issued an arrest warrant for the short trips don’t require insurance (a weekend trip offers Carnival Triumph, which had been moored in as much scope for mishaps as a month-long trip). Galveston. The ship left that evening.

International Travel Insurance Journal NEWS 5

Belfast man returns from Bangkok

A man suffering from a brain haemorrhage, who the Thai school that employs the sick man’s son was allegedly discharged from a Thai hospital reportedly stepped forward as guarantor for the cost because he couldn’t afford his bills, has flown home of the flight and pre-flight treatment, which enabled to receive medical care. According to his family, the son to organise the platelet transfusion and flights Francis McDonald – who has a blood disorder called home for himself and his father. The pair flew into haemochromatosis – flew to Thailand without travel Dublin where they were allegedly met by close insurance, and had to be admitted to hospital after family members who rushed McDonald straight to developing a blood clot on his brain a couple of days the Royal Victoria Hospital for emergency treatment. after arriving in the country. And the moral of the story is? The risk of not McDonald was treated in intensive care but was buying travel insurance cover for a pre-existing apparently discharged from hospital after three condition should always be balanced against the risk weeks when he couldn’t pay his medical bills. of having to pay hospital and/or repatriation bills According to the Belfast Media Group, McDonald should the condition cause problems when one is was left stranded after the hospital refused to give abroad. Of course, the international travel insurance him a platelet transfusion that would enable him to community knows this all too well, but what are fly home for treatment unless the bill was paid in full. we doing to make signposting more prominent for Aon downgrades 37 countries in After discharge, he reportedly spent the next couple those who are finding it difficult to find appropriate of weeks at his son’s apartment, without any medical or affordable cover? Different countries have annual risk assessment assistance, whilst his family attempted to begin raising varying policies in this regard, so we’re always the funds to pay his £8,500 hospital bill. Generously, interested to hear your views … Thirty-seven countries have been downgraded Arab Spring continue to reverberate across the African from low to medium risk on the Aon 2012 Terrorism continent and beyond, with protests and unrest in & Political Violence Map by Aon Risk Solutions, the Africa, Asia and the Middle East. Meanwhile, despite global risk management arm of Aon plc. Forth-three the death of Osama bin Laden and al-Qaeda’s decline per cent of the downgrades were due to civil unrest, as a global entity, smaller regional groups remain a HCCMIS offers South American insight strikes, riots and student protests, while 46 per clear and present danger for businesses. Africa, for cent of the countries assessed now possess the ‘risk example, has shown a dramatic rise in terrorist activity International health insurance provider HCC Medical feeling ‘decompressed’ following deep-sea diving, of terrorist incident’ icon. The map – produced in with downgrades for six countries, including a double Insurance Services, LLC (HCCMIS) has released an or contracting a tapeworm. “Travellers leaving their partnership with global consultancy The Risk Advisory downgrade for Senegal from low to high risk. Neil infographic charting the possible risks for travellers home country should invest in additional coverage just Group – monitors global indicators of terrorist Henderson, executive director of crisis management visiting South America, and their potential costs. The in case,” said Mark Carney, chief executive officer of threats, assigning threat levels to different countries. at Aon, advises businesses to ‘identify the threats infographic lists a number of travel accidents that HCCMIS, “so they can avoid spending thousands of These begin at negligible, progressing through low they face and implement a comprehensive risk most tourists would probably not expect, such as dollars on hospital bills and other medical expenses.” and medium to high and finally severe. management programme to protect themselves’. He The UK, France, Italy, Portugal, Spain and Germany added: “As the insurance market for political violence is have all been downgraded on the 2012 Map following very mature and can cope with complex international widespread civil disobedience relating to spending risks, it should be considered as part of a business’ cuts and austerity measures, while the effects of the sound risk management programme.”

Little US government help for cruise ship inconvenience

According to a new report, travel insurance is an able, commission staff will try to assist individual essential purchase for American cruise ship passengers, consumers who are having trouble obtaining financial as the US government can offer little help in the settlements’. Canadian sociologist Ross Klein, who event of inconvenience. There is no legal obligation has made in-depth studies of the cruise line industry, for cruise lines to respond to complaints, even those recommends that customers purchase travel directed through the Federal Maritime Commission, insurance, and that they purchase it specifically from as most operators fly foreign flags and are registered an outside company, as cruise line insurance can offer offshore, exempting them from US taxes, regulations comparatively limited coverage. and even labour laws. There are currently no plans for Congress to improve legal conditions for cruise ship customers, or to introduce a ‘passenger bill of rights’ such as the one passed for airline passengers, and victims of accidents, negligence or inconvenience are only able to file claims in foreign territories. Customers would also have a hard time finding out about ships’ safety records and accident statistics, as the companies tend not to keep such databases. Those interested in finding out about such records would need to search on the Internet, and risk finding inaccurate data or none at all. The only real avenue for American customers to explore would be the Office of Consumer Affairs and Dispute Resolution Services, which ‘cannot order a cruise line to reimburse passengers for cruise cancellations, or to pay claims for injuries or fatal accidents. However, to the extent they are

Pregnant holidaymakers warned

It has been reported that pregnant travellers often which could be hidden in the small print and thus easily miss the small print in their travel insurance policies, missed. It can even be missed by call centre staff, which which can lead to crippling costs in the event of illness can lead to further confusion. A number of insurers also or premature labour. The majority of airlines allow include a 28-week return limit in their coverage, limiting pregnant women to fly up to and including 36 weeks, pregnant travellers’ options. “Rather than hiding it away unless they have been deemed high risk, but many in small print,” said Bob Atkinson of Travelsupermarket, insurers won’t insure beyond 26 weeks, information “why don’t insurers highlight this up front?”

www.itij.co.uk 6 NEWS

Correction to article appearing in ITIJ’s NEWSWIRE Three British tourists have died in Air Ambulance separate incidents at hotels in Magaluf, Spain. Adam Atkinson was killed after Review, April 2012 falling from a stairwell at his hotel, and Benjamin Harper and Charlotte Faris In an article headed ‘Managing turbulence’, appearing died after falling from their balconies. The on pages six and seven of the April 2012 edition of Foreign Office has warned travellers about ITIJ’s Air Ambulance Review, it was incorrectly stated the spate of incidents. that the Air Alliance Group had ‘disappeared from the scene’. It is now clear that the statement was At least 20 people have been killed in incorrect and that the Air Alliance Group and its Nepal following flash floods caused by subsidiary Air Alliance Med Flight Gmbh continue an avalanche in the Annapurna region. to both trade and operate. ITIJ, its editors and Authorities believe that the death toll could publishers, Voyageur Publishing and Events Limited, rise above 60, as there are many people still apologise for this error and for any confusion, reported as missing. inconvenience or difficulty this may have caused. Every effort is made to check the accuracy of A French tourist is in critical condition information contained within all articles appearing in after being pushed from the Sachkand ITIJ, but, unfortunately, on this occasion the statement Express near Karnal, India. Frank Wilfred made was inaccurate, which is regretted. sustained serious head injuries when he was IBISWorld releases industry report pushed from the train, and a man has been arrested in connection with the attack. US research firm IBISWorld has published a report industry has a low level of market share concentration. Canadian cover into the US travel insurance industry, which includes In 2012, the top companies are AIG and American An Australian boy has died while on a information on the sector’s current performance, Express Company. Industry concentration has snorkelling trip to Bali. Sixteen-year-old Jack essential outlook, life cycle, products and markets, supply chain increased over the past five years because many Francis McCabe, who was on holiday with and much more. According to the report, over the last consumers viewed travel insurance as an extra cost his family, is thought to have drowned after The Travel Health Insurance Association of Canada five years, revenue in the US travel cover industry has and, consequently, did not purchase this insurance. As hitting his head on a boat that was anchored (THIA) has advised Canadians to ensure that any risen at an average annual growth rate of 1.6 per cent, consumer disposable income increases, and purchases near the spot where he was snorkelling. out-of-country visitors they may be expecting now reaching a value of $2.7 billion. of vacations and travel insurance increase, more have adequate travel insurance, in case of medical Industry analyst Doug Kelly commented: “An ageing companies will enter the industry, lowering market emergencies. “Provincial health insurance does not population, increased globalisation of markets and share concentration.” cover non-resident visitors, even if they are family,” rising consumer disposable income underpinned Looking ahead to 2017, IBISWorld’s report estimated warned David Hartman, president of THIA, “and growth in the underlying travel market each year, with that revenue for the travel insurance industry in the the costs of medical care in Canada are higher than the exception of 2009.” US would increase in line with growth in consumer Accident costs people may anticipate.” The 2008-2009 drop in consumer spending and disposable income and the continuation of favourable Indeed, according to the Canadian Institute of Health resulting global recession meant that travel, as an demographic and globalisation trends. Kelly said: “In highest in the US Information, Canadian healthcare is some of the industry, suffered from fewer people taking holidays or addition, the increased frequency and severity of most expensive in the world, and although Canadian people who were still travelling cutting back on their natural disasters resulting from climate change are Figures from Sainsbury’s Travel Insurance have residents tend not to be billed for hospital stays or spending. However, 2010 and 2011 saw the travel expected to increase the percentage of overall trips shown that North America is the most expensive doctors’ services, uninsured out-of-country visitors industry return to growth, and during the recession, US residents choose to insure with travel insurance.” place for British skiers to have an accident. The are usually expected to pay their bills in full. Brokers, with all its associated turmoil, demand for travel Other factors noted by the organisation that it believes average cost of claims related to winter sports banks, travel insurance companies and other similar insurance actually rose. Airline failures, natural and will increase sales of travel insurance include the accidents in the US and Canada in 2010 and 2011 organisations offer ‘Visitors to Canada’ insurance man-made disasters and political revolution have all growth in online and mobile distribution channels, was £2,863, while the average costs in Bulgaria plans. Benefit levels vary, according to the THIA, but contributed to a heightened awareness amongst the as well as the continued expansion of niche travel for the same period were a mere £493. Austria all plans will offer a comprehensive range of options, general public of the benefits travel cover can bring. markets such as the US study abroad and frequent had the second highest figures, with an average including trip cancellation. The IBISWorld report states: “The travel insurance business traveller markets. medical claim of £1,393.

Controversial travel insurance advertisement back on the air

A television advertisement that aired in Australia in the advertisement as a whole was light hearted and 2011 is back on the air in a revised form, having contained slapstick humour. The offending scene been criticised by the public and come up against has been replaced now the advert is back on the air, the Advertising Standards Bureau. The advert, but instead of a large man receiving a massage the which was for review and comparison website traveller – protagonist in the advert – instead spills his Compare Travel Insurance, initially included a yogurt on some bikini-clad rollerblading women. The scene where a half-naked obese man received a premise of the advert is that customers can cut the massage from a masseuse who looked somewhat big risks of their holiday into smaller risks by taking displeased with her client. The Bureau judged that out travel insurance … at the end of the advert, the the scene was ‘offensive and demeaning to the obese man – ‘large risk’ – is turned into a small risk overweight’, although it recognised that the tone of – a dwarf. Skiers reminded to get travel cover British tourists’ deaths resolved The Ski Club of Great Britain and travel insurance mishaps, as failure to do so could incur budget- provider Mondial Assistance UK are reminding breaking expenses. Police in Albufeira, Portugal, have announced the including that of Irish tourist David Hoban in April 2011. skiers to secure decent travel cover before heading “Not only can insurance cover the medical treatment identification and apprehension of four Portuguese On the same day that the arrests were announced, for the slopes. According to the Association of and related transport costs of an accident,” said The teenagers believed to be responsible for a series of the District Attorney General’s Office in Évora British Insurers (ABI), 31 per cent of travellers Ski Club of Great Britain’s Emma Bebb, “it can also savage assaults in the area, including one in which a released a statement saying that it would be closing wrongly believe that a standard travel policy will provide compensation for time missed on slopes due British tourist died. Ian Haggath died on 25 May last its 13-month investigation into the death of Scottish cover them for sports-related injuries, while 62 per to illness, injury, and even piste closure, as well as year after 10 days in Faro Hospital, having sustained soldier Darren Lackie due to ‘a lack of evidence of cent believe that the European Health Insurance accidental damage to ski equipment.” She also noted horrific injuries during a mugging. The four teenagers criminal activity’. Lackie was found dead under a Card will cover them for all costs related to a that it was worth seeking out a policy that covers any – one as young as 15 – were arrested on 14 May in restaurant canopy on 31 March 2011, and his death sporting accident. Skiers are urged to take out pre-paid costs for equipment, ski school fees and lift connection with Haggath’s murder, as well as several was attributed to head injuries. His father Graham is specific policies that will cover them for all potential passes, in case of trip cancellation. other muggings and assaults in the Montechoro district, reportedly dissatisfied with the verdict.

International Travel Insurance Journal NEWS 7

One in 10 don’t NEWSWIRE read the small print

A travel survey has shown that one in 10 travellers don’t read the small print on their travel insurance policies, regardless of the risk they may be taking by ignoring it. The AllClear Travel Insurance survey of over 2,000 adults showed that of those that do read the small print, 40 per cent admitted to skimming it and 26 per cent admitted to skipping through to sections of particular interest. AllClear is advising all travellers to thoroughly check the small print, as they could otherwise miss crucial policy information that could have a huge effect Khao San Road on their insurance in the event of an unforeseen Families warned catastrophe. The company lists pre-existing medical conditions, excesses, maximum cover about excess levels Thai terrorism insurance set to be extended levels, flexibility, group travel, alcohol exclusions, hazardous activities, end supplier failure, countries According to findings by excess protection website A Thai government scheme that offers insurance on alert for regional terrorist threats. “There are deemed ‘unsafe’ by insurers and any necessary Insure My Excess, many cheap travel insurance to foreign tourists in the event of terrorist activity is good reasons to keep the insurance scheme alive,” paperwork as the 10 most important details for policies are landing unsuspecting families with huge set to be extended past its initial expiry date of 30 said Suwat Sidthilaw, permanent secretary at the customers to check before travel. bills for excesses. While the companies’ excess may June. The scheme, introduced on 1 March 2011 Ministry of Tourism and Sports, citing the more than seem reasonable, in the event of a claim – for one in the wake of a number of bombings in Bangkok, 400 security-related injuries in Yala in April, and the member of a four-person family, for example – covers international visitors for injury (such as hearing car bomb in Haad Yai’s Lee Garden Hotel, which they will often charge the excess amount for every loss) or death linked to ‘security incidents’, and the claimed the life of a Malaysian tourist. Australian tourist member of the family, even if the claim is only for extension – possibly to September – is apparently The extension is expected to cost the ministry an one item of luggage. For example, if the policy intended to rebuild confidence in a country still additional B100 million. dies in Colombia included an excess of £100 per person, the excess total for one baggage claim would be £400, and the An Australian tourist has been found dead in family would receive nothing from the company. the Las Vegas Hotel in Santa Marta, Colombia. Matt Tumbridge, director of Insure My Excess, Father of crash victim declares Martin Trent Alexander, who was last seen alive described the situation as ‘a time bomb waiting to on 11 May, was found by a hotel worker, along explode’. “Families can be hit badly if they want to New Zealand ‘unsafe’ with traces of cocaine and disposable syringes. make a claim on their travel insurance,” he said, Local authorities are investigating the death “because the excess is so often charged per person The father of a British tourist who died when a skydiving in conjunction with the Australian Embassy in on the policy.” plane crashed near Fox Glacier, New Zealand, has Chile, and officials are trying to contact the declared the country ‘unsafe’. Nine people died in the deceased’s family. crash – the country’s worst air disaster in 17 years – including Briton Bradley Coker, and his father Chris has Package operators’ launched a campaign warning tourists and adventurers about the dangers of travelling to New Zealand. Travel back insurance costs more The campaign includes a YouTube video, a Facebook group and a letter to New Zealand’s Prime Minister on the rise Insurance comparison site Gocompare has John Key. suggested that UK holidaymakers who purchase “Nothing you can do will bring back my son Bradley,” The US travel industry is forecasting a period travel insurance through package holiday operators wrote Coker, describing the circumstances of his the claim that New Zealand is dangerous. “My of steady growth over the summer of 2012 as could be paying almost three times as much as son’s death as ‘a shocking catalogue of behaviour fundamental view is that the industry is safe,” he disposable incomes begin to rise again. The customers who make use of comparison sites. Using that would be regarded as negligent in every civilised said. “The vast bulk of operators have operated for recession of 2008 and 2009 saw a steep decline the example of a ‘typical’ family of four attempting to country in the world’. He went on to say that the a long period of time and the real changes we’ve in revenue for the industry as individuals spent purchase cover for a fortnight’s holiday in Europe, accident was ‘the latest in many similar events in your made are about eliminating one or two rogues that much less money on leisure activities such as Gocompare found that a quote from Thomas Cook, country and amply demonstrates the lack of proper tarnished the whole industry.” He said that he could holidays, but by 2010, as people started to travel for example, was £35 more expensive than the regulation and control and the need for urgent and understand Coker’s pain, both as a politician and again – and place more value on insurance as quote, found through its website, from Insureandgo fundamental reform’. He urged the prime minister as a parent, but that ‘we’re committed to doing a they did not wish to lose large sums of money – – which was not only cheaper, but also offered to take action and tighten regulations relating to better job’. At least two of the crashed aircraft’s the industry began to see growth. This continued some lower excesses and a higher level of baggage adventure sports, particularly those involving aircraft. crew were found to have taken controlled drugs throughout 2011 and is expected to increase and medical cover. Gocompare also expressed Key received a similar letter in 2009 following the in the hours leading up to the accident, and a again this year as tourists begin to make their concerns that customers often don’t check that the death of British tourist Emily Jordan, whose father Transport Accident Investigation Commission report summer travel plans, and companies such as coverage that they buy is suitable for their trip, and also wrote to him. The prime minister expressed found that the Civil Aviation Authority had not done Travel Insured International are urging tourists to that 10 per cent of travellers don’t purchase any his condolences to the Coker family but rejected enough to monitor the company. consider insurance as an essential investment. travel insurance.

www.itij.co.uk 8 NEWSANALYSIS

There is much talk of chaos in Greece this summer, in the wake of elections that failed to produce a working government. Are travel insurers, assistance companies, tour operators and their clients prepared for a full-blown crisis? Robin Gauldie reports

The edge of the volcano

International Travel Insurance Journal NEWSANALYSIS 9

A caretaker government is in place. A new election is But serious disruption to everyday life is a real Greek workers are so fond. Strikes by bank, utility and The travel industry is scheduled for 17 June but there is no guarantee that it possibility, and it may create problems for visitors telecoms workers and civil servants could interrupt would produce a functioning government. Meanwhile, who are over-reliant on using credit and debit cards online banking and make it difficult or impossible to determined to play down if Greece remains without a government – or ends to settle hotel and restaurant bills, pay for car hire and pay by card or access cash by ATM. Action by airline up with one that refuses to implement more austerity withdraw cash from ATMs. All of these transactions and airport staff, ferry line workers and taxi drivers the possibility of a crisis measures – the troika may pull the plug, in which case are vulnerable to the kind of industrial action of which may disrupt travel arrangements, leaving homebound the Greek government and banks would run out of cash by July.

Professional prediction Economist Dr Thomas Kirchmaier of Manchester Business School went on record last summer – when the Greek drama was already unfolding – as saying the only way to de-leverage Greece was either to get it to So what is the best advice for clients travelling to pay very low interest or to write off some its debt. Greece this summer and concerned that Greece may “Failing that, you miraculously find a way of increasing leave the euro, with all the chaos that implies? Greek productivity so they become more productive. It may not happen – basically, it depends on which But none of that is happening, so all they are doing economist is speaking when you are listening. Most is buying time.” In fact, since then, Greece’s debt Greeks would like to retain the euro, but want an has been reduced. In March, banks agreed to write easing of the draconian austerity measures that off v100 billion. But Kirchmaier stands by his earlier they have been living with for a year or more. comments. “It is hard to believe that German Meanwhile, the troika of the European Central politicians will allow a Greek default, given the fallout Bank, the International Monetary Fund and the for its banks,” he says. European Union (EU), along with Greece’s The prospect of a national default looms larger creditors in the banking sector, are also keen to than at any time since the formation of the euro, keep Greece within the eurozone. Whether they according to Kirchmaier, who says his earlier analysis can do so is anybody’s guess. is still right: “I still believe that an exit would be the worst possible option for both Greece and the euro countries. It is possible that the state will run out of money and default a second time, but still stay in the euro.” A more likely option, Kirchmaier believes, is the possibility of a widespread bank run and the collapse of the Greek banking system: “The banks will then be nationalised, and should be re-capitalised by the state.” He points out that the state will find this difficult, and Greece could thus be forced out of the euro if several of its banks fail at the same time: “In both cases, bank run and exit from the euro, a temporary disruption to the payment system can be expected.” Meanwhile, the leader of the private sector delegation in negotiations to write off a substantial tranche of Greece’s debt has urged the troika to give Greece more time to put its political house in order. Speaking at a meeting of the Institute of International and European Affairs in Dublin in May, Charles Dallara, head of the Institute of International Finance, said Greece’s departure from the euro was ‘far from inevitable’.

www.itij.co.uk 10 NEWSANALYSIS

holidaymakers in limbo and in need of emergency hotels, bars and restaurants would cease to accept long-standing love affair with hard cash and spurning cash to pay for accommodation, food and drink. euros, and it is difficult to conceive how credit and Assistance … companies plastic. In the days following May’s inconclusive “No one knows exactly what would happen if, and debit cards would not be accepted in the usual elections, more than v700 million was drained from that is still an if, Greece left the euro, however, it outlets.” Tipton said that package holiday clients ‘would [have] deep experience bank accounts by people who feared losing their is likely there would be a transition period when be looked after in any scenario that were to occur, savings if banks collapsed. holidaymakers would still be able to pay with euros such as flights having to be rerouted or rescheduled in operating in situations in bars and restaurants,” says Mark Tanzer, chief due to strike action’. A calculated risk executive of the British travel trade association ABTA. Independent travellers, though, would be more at that are more chaotic For travel insurers, then, there is a heightened Agents should advise their clients to take plenty of cash risk of being inconvenienced or out of pocket, Tipton concern that numbers of their clients this summer with them in case of problems with the use of credit warns. But ABTA’s message, essentially, is: carry on than anything that is may be carrying large amounts of cash, making and debit cards. and don’t panic. “The need for widespread evacuation them tempting targets for pickpockets, bag The political action seen in Athens has also prompted of customers is incredibly unlikely,” says Tipton. snatchers and hotel thieves. As the FCO website some violence. The UK’s Foreign and Commonwealth Dudley der Parthog, director of the UK’s leading likely to happen in warns: “Be aware that incidents of theft of wallets, Office (FCO) warns: “Demonstrations regularly take Greece specialist tour operator Sunvil, says a total handbags etc are common on the metro and place around Syntagma Square in central Athens. meltdown is vanishingly unlikely, and that tour Greece this summer crowded tourist places; leave valuables in safe Demonstrations have also taken place in a limited operators have the know-how to deal with all forms custody at your hotel or apartment.” Most Greek number of other towns and cities. You should avoid of local disruption. hotels in three, four or five star category provide in- demonstrations and protests and observe instructions “We have dealt with Greek strikes for 40 years, and room safes; others offer safe deposit at reception, and advice given by local security authorities. Violent so have a wealth of experience and ways of getting so guests can leave the bulk of their cash in safe incidents have occurred at and in the margins of such around them,” he says. “Last summer, our clients on custody, carrying only enough for each day’s needs. protests. Tear gas can be used.” the ground were largely unaware of most strikes. We Sunvil’s Dudley der Parthog says credit cards are not But Tanzer points out that most holidaymakers fly just work around them.” He added: “All customers in any case widely accepted outside major resorts and direct to resort islands. “Demonstrations that we booked though a tour operator are looked after as upscale restaurants and shops. “Our clients are told have seen on TV have been sporadic and limited to we have a duty of care under law, so none will be not to rely on cards before leaving the UK, so most parts of central Athens and the second largest city, stranded at any airport no matter what reason.” Like take a substantial amount of euros with them from Thessaloniki, neither of which are visited in significant ABTA’s Tipton, however, der Parthog cautions that the UK,” he says. In a pinch, tour operator clients numbers by UK holidaymakers,” he says. independent travellers who book airline travel and may also be able to access cash through their local Most German and other EU holidaymakers, as well accommodation online have no such back up. tour operator representative. “We have reps and as Russians (now tipped to become Greece’s third Ultimately, the answer to the problem is to have local agents all over the country so we could easily largest market) also bypass Athens in favour of island enough cash in hand to cover emergencies. “Carry take money on a card here [in the UK] and pay it out and mainland resorts, according to ABTA. The travel cash, and don’t panic,” says Simon Calder, travel editor locally if necessary,” he says. industry is determined to play down the possibility of a of The Independent newspaper, and no stranger to Were the British FCO, the US State Department crisis that would cripple Greek tourism this summer. offbeat destinations where money talks louder than or other government departments to advise their “That is very much a worst-case scenario,” says ABTA plastic. “Low denomination euros are all you need. nationals to leave Greece, the repatriation of package spokesman Sean Tipton. “We have already seen While the banking system will probably freeze for a holidaymakers would be the responsibility of the tour demonstrations and strikes in Greece since last year week, rendering electronic transfers impossible, the operator that sold them their holiday. Were the FCO and they have had a minimal effect on tourists.” The cash economy will carry on – and the ‘real’ euro will to warn against ‘all but essential’ travel to Greece – impact of Greece leaving the euro and transition to a be in high demand, compared with the overprinted its typical stance on destinations undergoing political new currency is difficult to predict, Tipton concedes. ‘Greek euro’ that may emerge.” That may sound revolution – it would yet again put travel insurers “Certainly it would not mean that, overnight, Greek alarmist, but Greeks are said to be renewing their well and truly in the consumer spotlight. The old

International Travel Insurance Journal NEWSANALYSIS 11

which between them dominate Greece’s two Public hospitals and ambulances have been affected biggest source markets, are watching Greece by strikes by public sector health workers this year, closely, and say they have put unspecified but such actions are less likely to impact on private contingency plans in place, with hospitals and ambulances. Conceivably, industrial ‘tried and tested procedures for action by air traffic controllers or ground handling staff ensuring customers are looked could close airports, but such action is nothing new in after’, according to TUI. The Greece (or in other Mediterranean destinations) and company has hinted that would be unlikely to disrupt medevac operations. it could redirect clients Meanwhile, some volcanologists say that the crater of to other destinations if Santorini – one of Greece’s three island volcanoes – is Greece descends further showing signs of activity after decades of quiescence. into chaos. Thomas Cook A real eruption to match Greece’s political eruption? says only that it is ‘closely Watch this space. monitoring the evolving Should Greece default from the euro and potential situation’. chaos worsens in intensity, travel insurers should be Independent travellers prepared for the worst-case scenario – and get their might face different houses in order to offer their customers, and the challenges and be more media, a cohesive and prompt response.n likely to call for assistance from their travel insurers. Again prompted by the ash cloud crisis, many insurers – including Aviva, Direct Travel and Columbus Direct – have expanded their portfolio of policies to offer add-on cover for issue of whether or not a holiday is ‘essential’ could cancelled flights and unforeseen alternative travel and return to the fore, so travel insurers should be accommodation expenses. Small print rules and if a prepared to defend their stance should they choose strike had already been announced when cover was not to pay out a cancellation claim following such a purchased, the consumer’s expectations of cover warning from the FCO. might well not fit in with the insurance provided in The events of the ‘Arab Spring’ in Egypt and Tunisia such an instance. That said, such policies should at Independent last year, and the 2010 ash cloud scare, gave tour least provide some cover in the event of the kind of operators and insurers valuable experience in handling ‘wildcat’, unannounced strikes and demonstrations that travellers, though, such large-scale crises. Tour operators showed a high are characteristic of Greece. degree of preparedness in evacuating their clients. Like most tour operators and travel insurers, assistance would be more That could prove valuable if things get worse in the companies are taking a sanguine view of events in Aegean this summer. During the ‘Arab Spring’ uprisings Greece. On one level, few think that Greece will jump at risk of being of 2011, clients who had booked holidays to Egypt or (or be pushed) out of the euro. On another level, these Tunisia were offered alternative destinations. Ironically, are companies with deep experience in operating in inconvenienced or out these included Greece. situations that are more chaotic than anything that is Tour operators, including TUI and Thomas Cook, likely to happen in Greece this summer. of pocket

www.itij.co.uk 12 COMPANYBRIEF

SCTI launches Multimedia contact centre opens

new site Afro Asian Assistance, the roadside and travel assistance projected needs of the sector,” said Omar-Javier Baba unit of Bahrain-based reinsurer Trust Re, has launched Quiros, managing director at Afro Asian Assistance. Australian travel insurer Southern Cross Travel a new multimedia contact centre in Manama, with the “[And] thanks to the complete and modular structure Insurance (SCTI) has launched a new website, aim of increasing efficiency and standards of service. of the Altitude uCI solution, it will be easy and cost- intended to make its services simpler and more The contact centre is powered by Altitude Software’s effective for us to add additional functionality as our efficient. All of the company’s policies are transacted Altitude uCI solution, which provides a complete contact centre needs evolve.” through its website, where customers can purchase customer interaction management system including Altitude uCI incorporates GPS technology and policies, view frequently asked questions and find voice recording, an outbound dialler and campaign geospatial mapping, which enables contact centre staff information tailored to their specific needs. If they are management options, which can be fully integrated with to locate vehicles and contact the nearest assistance unable to find the information they require, visitors Afro Asian Assistance’s customisable web applications. providers quickly and easily, to minimise waiting times to the site can email the company directly, and SCTI “Our comprehensive assistance services have been for customers. The contact centre is then able to keep aims to answer questions within two hours (during developed for this market after studying the actual and customers updated at all times until help arrives. business hours). The company has also added the option for customers to log in using their policy details, re-send their personal documents to themselves and, if necessary, cancel their policy, and the website Red 24 to provide KRE training features up-to-the-minute information about possible disruptions to travel and an archive of articles for those US-based commercial insurer CNA will retain crisis management service in the event that a CNA client falls who wish to do further research. response and security specialist Red 24 to provide victim to KRE. “Responding to KRE situations requires a kidnap, ransom and extortion (KRE) training for its unique and specific set of skills,” said Maldwyn Worsley- New group clients. CNA recently introduced new coverage for Tonks, chief executive of Red 24. “[We have] been Travel Guard North KRE scenarios, which are a growing risk area for those involved in more than 300 KRE cases worldwide, [and] products from travelling and working overseas, and Red 24 will provide could not be better positioned to fulfil this business need America launches country briefings and reports prior to departures to and also help CNA’s clients learn how to reduce their Travel Insured possible high-risk areas, as well as an end-to-end crisis risks of becoming victims of such crime.” International Great Outdoors plan US-based travel insurance provider Travel Guard US-based travel insurance provider Travel Insured North America has launched its new Great Outdoors New specialist insurance on offer International (Travel Insured) launched a new travel plan, aimed at ‘active and thrill-seeking travellers’. insurance option for group and student travel The package offers a comprehensive travel insurance for older travellers protection in April. The updated programme is solution for sportsmen, hunters and customers intended to provide coverage for the health, safety and engaging in more adventurous pursuits like spelunking A new UK travel insurer is offering coverage to bipolar disorder or schizophrenia [and] we can often travel costs of clients travelling in groups, and offers and mountain climbing, covering equipment, older travellers and those with pre-existing medical offer cover to someone who has been diagnosed with options for medical coverage and trip cancellation, as emergency medical expenses and evacuation, conditions. OK to Travel specialises in insurance plans a terminal illness and those who may, for example, be well as an available pre-existing waiver. interruption and delay and trip cancellation. Customers for those who may have been declined by other receiving chemotherapy treatment.” Travel Insured’s group options are non-age based, purchasing the plan will also receive 24/7 access providers, and includes no upper age limit on single- The company’s online quote process includes a and include primary medical coverage to ensure to Travel Guard’s travel assistance and emergency trip or annual multi-trip cover. The company intends medical screening facility, although they also provide a that unexpected medical emergencies do not leave services, as well as additional sports-related concierge to capitalise on the over-55 market, which accounted telephone helpline for those who prefer it. customers out of pocket. Bob Cook of Go Travel, services including tee-time reservations, hunting guide for almost 14 million overseas trips last year. Around one of the websites selling the policy, commented: referrals, driving directions and equipment pickup 5.3 million of these were made by over-65s. “This plan allows us to provide items not covered by co-ordination. Iain Sykes, development director at OK to Travel, said: cruise line or tour operator insurance such as pre and Carol Mueller, vice-president of Travel Guard “We are the first company to offer no upper age limit post[-holiday] hotels, airfare, tours and registration fees North America, said: “A lot of time, effort and on annual multi-trip policies, which is great news for for seminars.” He also praised the policy’s simplicity, money go into planning active and adventure people over 65 who travel abroad two or three times saying that it ‘includes a nice profit margin, not just a vacations. Travel Guard’s new Great Outdoors a year and currently have great difficulty in getting lousy 10 per cent of $59.00’. travel insurance plan provides a wide range of multi-trip cover.” Travel Insured also offers a Deluxe Plan, which coverages and specific sports travel services to OK to Travel also intends to provide ‘competitive includes the option to cancel travel for any reason. help put active travellers’ minds at ease.” rates’ for those with pre-existing medical conditions, Online enrollment is available for any group policy. even if they are severe. Sykes explained: “Conditions covered range from mild depression through to

MAPFRE Asistencia SALAMA introduces Takaful Travel Plan opens subsidiary SALAMA Islamic Arab Insurance is to launch as an untapped market opportunity, and has SALAMA Travel Plan, a Takaful insurance product introduced an Internet-based solution for ease Middlesea Assist, a new subsidiary of MAPFRE offering international cover for travellers. The plan of access to the new travel plan and other Asistencia, has begun operations in Malta. The will include provisions for travel inconvenience, Takaful products. company, a roadside and home assistance service lost or stolen documents, trip curtailment and Dr Saleh Malaikah, CEO and vice-chairman of provider, is the result of a joint venture between cancellation and medical emergencies. SALAMA, commented: “We’re expanding our MAPFRE Asistencia and Middlesea Insurance. SALAMA said it is introducing the new plan product portfolio in terms of the breadth of our Middlesea Assist will support Middlesea Insurance’s based on market research that shows a high offering as well as geographically in order to various activities while also extending its suite of Aman Insurance level of demand for Takaful products catering to increase our footprint in the region and cater to products, incorporating extra options such as travel and tourism requirements. The firm sees the increasing sophistication of our customers mechanical breakdown warranty. The company has exhibits policies Shariah-compliant travel insurance products and the ever-changing regulatory environment.” invested in a number of tow trucks that will quickly travel to customers experiencing difficulty, and has Islamic insurance provider Dubai Islamic Insurance enlisted plumbers, electricians and other specialists and Reinsurance Company (Aman) was among the Irish customers benefit at various locations to provide their services as part companies participating in the annual Arabian Travel of their home assistance coverage. They will also Market (ATM) travel and tourism exhibition in Dubai. A new travel insurance comparison engine has been best suits you or [your] family’s requirements.” The be operating a 24/7 call centre. “The novelty of The company, which is based in the United Arab launched in Ireland. Compare Travel Insurance Ireland, backpacker insurance quote engine, for example, this project is that it will be extending the traditional Emirates (UAE), spotlighted its three new travel the first major online engine of its kind in Ireland, offers breaks down the policies offered by seven different boundaries of insurance,” said Christopher Borg, vice insurance options Musafir, Shengen and Haj & Umrah. a variety of single trip, multi-trip, sports and backpacker providers, so users can compare medical expense president of corporate services at Middlesea Insurance. Musafir travel insurance is designed for families and insurance quotes for students and other travellers to benefits, cancellation allowance and other coverage “It aims to extend clients’ experience of the Middlesea individuals journeying anywhere in the world, while compare and purchase. options, as well as reviews of individual policies. Insurance product through the provision of additional Shengen is an insurance product valid in any country “Travel insurance is probably one of the most Hudson added: “Knowing the ins and outs of the customer service and high standard assistance. This is in the European Region and Haj & Umrah has been complicated insurance products available,” said site three different types of common travel insurance the fruit of the innovative synergies we had highlighted specially tailored for travellers making their annual director Paul Hudson, “so it is important to understand is an important consideration to think about before at the time of the MAPFRE bid earlier this year.” pilgrimage to Mecca. the key principles before selecting the policy that travelling abroad for any length of time.”

International Travel Insurance Journal INSURANCEMATTERS 13

BIBA 2012 reports

Business advisory firm Deliotte LLP has been very or extremely satisfied. market and BIBA continues to lobby on this basis.” appointed to conduct a strategic review of the Galbraith also warned that brokers face the threat Turning to UK regulation, Galbraith called on British Insurance Brokers’ Association (BIBA), of mandatory commission disclosure if a proposed insurers to work with BIBA to develop a market following the association’s merger with the Institute revision of the Insurance Mediation Directive is agreement on unconditional risk transfer to address of Insurance Brokers and a full membership survey. accepted, saying: “We continue to make the case for changes to client money rules and a growing focus The review will enable BIBA to take a strategic view the BIBA-led industry guidance on transparency, but from the regulator on premium handling. Galbraith of what a modern trade body should look like, said [European] political interference in the remuneration also called on the Financial Services Authority a news release from Deloitte. system could be a byproduct of the over-zealous to get its review of the ‘unfair’ Financial Services CFO roles should Addressing members at the recent BIBA 2012 event, application of investment type rules into the general Compensation Scheme (FSCS) funding model Eric Galbraith, BIBA’s chief executive, stated that BIBA insurance sector.” underway, and announced that BIBA has appointed be expanded must continue to adapt and improve in order to be a Steve White, BIBA’s head of training and consultants and lawyers to help find a solution to leading UK trade association in the 21st Century. He compliance, added: “BIBA and BIPAR, the European the structuring of the FSCS. Speakers at the sixth Asian Insurance Chief Financial said that although 95 per cent of members are satisfied intermediaries’ association, believe that commission The BIBA 2012 Conference and Exhibition was held Officers (CFO) Summit in Singapore have stressed the with BIBA, his challenge is to move the 42 per cent of disclosure upon request is the most appropriate in Manchester in May, and saw thousands of brokers importance of the role of the CFO, and suggested that satisfied members to join those 54 per cent who are solution for disclosure in the general insurance gather together to discuss the industry’s challenges. it should be expanded to keep pace with a changing, ever more complex market landscape. Organisations, according to several speakers, need CFOs to play a more active part in determining strategy, and to cement strong, trusting and supportive partnerships with their chief executive officers (CEOs). David Fried, regional CEO of Allianz Asia Pacific, said that the role of CFO had changed dramatically, and that CFOs should try to move away from their more traditional administrative activities and focus on more critical issues, urging them to be ‘change-drivers’. “With their role constantly evolving,” he said, “CFOs need to wear many hats.” Dr Huang Tien-Mu, director general of the Financial Supervisory Commission at the Insurance Bureau of Taiwan, agreed that while CFOs should be expected to construct sound financial operating structures for their companies, he ‘would like to see [them] build more professional skills and focus not only on financial performance, but also on the creation of new value’, by contributing to the risk management process, for example. “From the perspective of a regulator,” he continued, “I certainly look forward to strengthening communication and co-operation with insurance CFOs in the future.” Chris Wei, group CEO of Great Eastern Holdings, expanded on this point, citing good communication, adaptability, open mindedness, transparency and willingness to co-operate as key attributes for an effective and collaborative CFO. “The reliability [of their] work is key as well,” he added.

Indian ombudsmen investigate mis- selling

The Indian government has announced that it may expand its Insurance Ombudsmen Scheme to cover the mis-selling of insurance policies. As it stands, areas that fall under ombudsman jurisdiction include partial or total repudiation of claims and disputes regarding premiums paid or payable. The Ombudsman office may also investigate delays in settlement and non-issue of relevant documents after receipt of premiums. At present, customers who believe they may have been mis-sold a policy can approach the insurer to arrange remuneration. If, after 15 days, the case has not been resolved, the customer may seek redress through the Insurance Regulatory & Development Authority’s (IRDA) Integrated Grievance Management System. The practice of mis-selling is thought to be common in the Indian insurance sector, partly because of the insurance sector’s process of remuneration, whereby agents will recommend expensive products in order to earn higher commissions, according to Asia Insurance Review. Insurance rules also state that should a policy lapse within the first two years before accruing value, the insurance company keeps the premium as profit. The IRDA has made tackling mis-selling one of its main concerns, and has introduced processes that will determine whether a product proposed by an insurer is suitable for the customer in question.

www.itij.co.uk 14 INSURANCEMATTERS

Aviva considers selling US division NEWSWIRE NEWSWIRE Global insurer Aviva is considering selling its US- value compared with its sector peers. Aviva USA sells based life assurance division in a move that analysts fixed indexed annuities, which provide guaranteed China’s four largest life insurers have predict could raise over £1 billion. Shortly before his returns for customers and consequently remain ‘a very reported mixed premium performances for the resignation, chief executive Andrew Moss apparently capital intensive business’, according to Toby Langley, first quarter of 2011. China Life reported a told a group of investment managers that the company an analyst at Barclays Research. “Despite moves to decline of 7.5 per cent from the same quarter last would soon start considering offers for the division, improve its discipline,” he said, “it’s still not particularly year, while New China Life rose by 16 per cent. which it acquired in 2006. additive to group cash generation.” Aviva has been described as ‘operationally challenged’ John McFarlane is expected to take on the role TROIKA launched The UAE’s National Health Insurance by UBS, and is facing mounting pressure to improve of Aviva chairman at the end of June, and analysts Company, Daman, has launched a new online its performance following a number of missed targets and shareholders are hoping this will herald the TROIKA – UK’s first insurance sector consortium claims database, through which customers will last year, as well as a significantly decreased stock introduction of a new, more focused strategy. – has been launched to provide independent be able to view their claim history. It is intended model validation assurance for Solvency II to provide greater transparency and improve members’ awareness. Three specialist insurance sector consultants have Prudential chief CL hosts Japanese joined forces to help reinsurance companies prepare PVI Holdings is poised to enter Vietnam’s for Solvency II. The alliance, known as TROIKA, life insurance sector. The company already executive tipped for delegation comprises Barnett Waddingham, a UK independent provides reinsurance and non-life services for actuarial and insurance consultant, Experimentus, the country, and plans to begin life insurance ABI chairman Global loss adjustment firm Cunningham Lindsey’s the process improvement and assurance firm, and operations by the end of the year. Investigation Services division recently hosted a visit by Synergy Compliance Solutions (SCS) EMEA, the The Financial Times has reported that Prudential’s chief representatives of the Japanese insurance industry at compliance technology experts. MAPFRE Global Risks, MAPFRE’s risk executive Tidjane Thiam is the leading candidate to its National Investigation Centre in Manchester. The Solvency II sets out two methods for the calculation underwriting subsidiary, will insure the aviation take over as chairman of the Association of British delegation – which came to discuss fraud detection of the Solvency Capital Requirement (SCR): (1) the risks of Iberia, Vueling, Air Nostrum and Iberia Insurers (ABI). Although no official agreement and prevention, particularly with regard to motor European Standard Formula and (2) a firm’s own Express over the next three years. MAPFRE has been reached, sources claim that Thiam is insurance claims – consisted of representatives from internal model. Without FSA approval of its internal America’s subsidiaries will also cover LAN Chile’s the favourite to replace Tim Breedon when the Aioi Nissay Dowa Insurance Co, Mitsui Sumimoto model, a firm would have to adopt the European Latin American operations for the first time. latter’s tenure ends in June. Educated in France, Insurance Co, the Core Corporation, The General Standard Formula for calculating its SCR, which Thiam began his career working at McKinsey as a Insurance Association of Japan and The Jiken Centre. potentially will require significant levels of additional American International Group has sued management consultant, before going on to serve Insurance fraud has only recently started to be capital, and as such a large number of UK firms are a former employee for the alleged theft of in his native Ivory Coast government. He has recognised as a major issue in Japan, and the delegation expected to develop their own internal model. trade secrets. Steven Udvar-Hazy, who denies subsequently worked at Aviva, and chaired a G20 was eager to hear about the National Investigation FSA executives have recently raised questions over any wrongdoing, is accused of stealing pricing, panel concentrating on infrastructure investment. Centre’s market-leading expertise in fraud detection. the level of independence and thoroughness of marketing and other data to build up Air Lease He is also part of the UK prime minister’s business Cunningham Lindsey estimates that it saved clients in internal model validation. A recent survey conducted Corp, his own rival venture. advisory group. Thiam was a non-executive excess of £55 million in 2011. The Investigation Services by Barnett Waddingham revealed that 80 per cent director of Arkema in France, and a member of the team performed a demonstration of some of the of respondents are or will be validating their model According to Fitch Ratings, future Overseas Development Institute in London. equipment and processes that they used in detecting internally and 73 per cent of respondents have found infrastructure investment by insurance firms will Both Prudential and the ABI declined to commenton fraud, such as intelligence capture and analysis and the validation process challenging. largely depend on their use of internal models to the report. forensic document examination. TROIKA will review reinsurance companies’ determine capital requirements under Solvency internal model validation process and provide II guidelines. Insurers will be able to use either company management teams with independent standard formulae or more sophisticated assurance that their model will meet with Solvency risk modelling approaches that would need II requirements. There are three distinct strands regulatory approval. involved in comprehensively assuring model validation – actuarial expertise, process assessment Securities were the main investment and assurance, and data and technology assessment. focus for the Taiwanese non-life insurance industry TROIKA claims to be the only provider in the UK that in 2011, due in part to continuing economic brings together market leaders from each distinct field, uncertainty in the eurozone. The industry invested providing comprehensive assurance across the full NT$80.34 billion (or 42.63 per cent of total spectrum of validation. usable funds) in securities last year.

Maritime risk management firm Lloyd’s Register has pulled out of Iran due to restrictive 2012 to be an sanctions imposed on the country by the West. Lloyd’s will now no longer assess ships owned by uncertain year for National Iranian Tanker Company and Islamic marine insurance Republic of Iran Shipping Lines. Omani insurance broker Risk Management Services LLC has signed a deal Willis Global Marine, the maritime arm of global with Sri Lanka’s EAP Group for a new insurance insurance broker Willis Group Holdings, has warned brokerage company, which will be based in that 2012 will be an uncertain year for the marine Sri Lanka. The joint venture is expected to be insurance industry. According to the company’s Marine operating by July, pending regulatory clearance. Market Review, the hull market is in ‘a state of flux’ as the industry struggles to deal with the aftermath of the Nepalese insurance regulator the Costa Concordia disaster. Some London underwriters, Insurance Board (IB) may increase accident knowing that the London market will bear the brunt of coverage for public and private vehicle users from the estimated US$500-million hull claim, are refusing NPR100,000 to NPR500,000 as an anti-fraud to reduce premiums or grant flat renewals, although measure. Third-party insurance – introduced lesser-affected underwriters in Scandinavia and the Far in 2009 – is routinely exploited by fraudsters, East are proving more flexible. and raising cover is seen as a potentially These issues are compounded by the ever- effective solution. present and amorphous threat of piracy, which continues to unsettle cargo underwriters, and the Chinese health professionals have lent ongoing challenges posed by an unstable economic their support to proposals to include smoke- environment. Meanwhile, marine liability underwriters cessation therapies and treatments as part of are seeking a general hardening of rates, with many Chinese health insurance options. There are hoping for increases of five per cent going forward, approximately 1.2 million smoking-related deaths after February protection and indemnity renewals per year in China. were described as ‘disproportionately confrontational’ by the Marine Review.

International Travel Insurance Journal INSURANCEMATTERS 15

NEWSWIRE NEWSWIRE Has the smart phone generation passed insurers by? Modernising the industry’s claims management China’s four largest life insurers have Dubai-based wealth manager systems remains high on the agenda but many reported mixed premium performances for the Globaleye has opened a new division in the insurers have not even started to invest in this area. first quarter of 2011. China Life reported a United Arab Emirates specifically for general Ernst & Young reports on a survey undertaken by decline of 7.5 per cent from the same quarter last insurance and employee benefits. The the company to see how insurers are keeping up year, while New China Life rose by 16 per cent. company has over 250 employees and 7,000 with the latest developments in technology private and corporate clients worldwide. The UAE’s National Health Insurance Ernst & Young’s survey of claims and IT professionals Company, Daman, has launched a new online Independent Lloyd’s of London across Europe shows that although efficient claims claims database, through which customers will insurance broker Alan Rixon has put together management remains a key driver for customer be able to view their claim history. It is intended a NZ$100 million fund for construction satisfaction, less than one-fifth of insurers are to provide greater transparency and improve work in earthquake-stricken Christchurch. investing in technologies to improve their customer members’ awareness. Cover will be provided by a group of interaction. Growth by acquisition has created insurance syndicates. significant legacy issues for insurers; problems with PVI Holdings is poised to enter Vietnam’s data management and integration with third party life insurance sector. The company already General insurers in Malaysia suppliers remain considerable barriers to getting provides reinsurance and non-life services for accumulated gross premiums of US$4.6 customer interaction on claims right. the country, and plans to begin life insurance billion in 2011. The rise – an increase of Increased customer satisfaction was rated as one of the operations by the end of the year. 7.85 per cent from 2010 – is partially top three drivers for investing in claims management attributed to an expanding population with technology by the insurers surveyed. Forty per cent MAPFRE Global Risks, MAPFRE’s risk more disposable income. of the respondents across Europe and 65 per cent of underwriting subsidiary, will insure the aviation UK respondents from the industry rated the need for risks of Iberia, Vueling, Air Nostrum and Iberia HSBC Middle East has signed a speed and efficiency as one of the main factors driving improved if customers are to be able to track their factor that would most increase the efficiency and Express over the next three years. MAPFRE 10-year contract with Zurich. The deal will change in claims management. However, despite their claims online. effectiveness of insurers’ claims-processing functions. In America’s subsidiaries will also cover LAN Chile’s make Zurich the exclusive partner of HSBC awareness of the need to adapt, only a quarter of “There are many elements that insurers will need fact those firms that have recently invested in claims- Latin American operations for the first time. Middle East for wealth insurance product respondents selected customer claims management as to address simultaneously to improve their claims management solutions rank the need for improved distribution in Middle East and North African an area they are currently prioritising. management process, but these all have overarching data management more highly than those who have American International Group has sued (MENA) markets. Imran Ahmed, EMEIA claims advisory leader at business benefits as well as the improvement of not yet started to work in this area. a former employee for the alleged theft of Ernst & Young, commented: “Insurers have failed customer service,” said Imran. “There are significant legacy issues in the insurance trade secrets. Steven Udvar-Hazy, who denies Insurer and reinsurer Medgulf to plan for 21st Century consumers who want to For customers to be able to track their claims online industry, which need to be cleared up,” concluded any wrongdoing, is accused of stealing pricing, maintained its position as Lebanese market manage their claims online and track progress of there will need to be a high level of sophistication Imran. “Many insurance companies have focused marketing and other data to build up Air Lease leader with a total of US$117.2 million in their claims using their phones. As an industry that in connectivity with third-party suppliers, which on growth instead of quality of business in the last Corp, his own rival venture. life and non-life premiums in 2011. This is is facing increasing competition from non-financial- demands vastly improved internal systems. The few years. As organic growth is difficult to achieve despite a small decline of one per cent from services providers, who have already put strong business benefits of these improved systems in saturated markets, acquisitions of companies, According to Fitch Ratings, future the previous year. multi-channel customer-service systems in place, are beginning to be recognised – one quarter of portfolios and distribution vehicles was the only infrastructure investment by insurance firms will it is important that insurers seek to understand respondents think that inefficiencies in dealing with viable option. As a result, data quality and data largely depend on their use of internal models to Specialist insurance IT consultancy why they have not been able to align the changes external suppliers contributes to rising settlement management have become critical issues for claims determine capital requirements under Solvency Northdoor has noted a growing trend for to their claims-management processes with the costs and so improving interactions with third-party management, which has a direct effect on the II guidelines. Insurers will be able to use either insurers using acquisitions to bulk up their expectations of the smart phone generation. While suppliers would both improve customer service and efficiency of claims management that customers standard formulae or more sophisticated Asian operations. AXA of France and QBE insurers are undoubtedly facing budget constraints, reduce costs. The survey also showed that insurers experience. As insurers start to address the risk modelling approaches that would need Australia, for example, have agreed to buy continuing to fail to address their outdated systems are moving away from creating their own bespoke inconsistencies in their internal operations and regulatory approval. HSBC’s general insurance businesses in Asia will cost them much more in the long term.” claims-management systems and are now buying systems, they should also take the opportunity to and Latin America. Improved online or mobile interactions with off-the-shelf packages to tailor. develop solutions that meet the expectations of the Securities were the main investment customers are not the only elements that need to be Improved data management was ranked as the overall 21st Century consumer.” focus for the Taiwanese non-life insurance industry High earners in Australia have been in 2011, due in part to continuing economic advised that it would be financially prudent uncertainty in the eurozone. The industry invested for them to maintain private health NT$80.34 billion (or 42.63 per cent of total insurance policies rather than cancelling Exposure to catastrophes continues usable funds) in securities last year. them when rebate means-testing begins in July. The advice comes from consumer group According to a new report by Fitch Ratings, some stable, due to the industry’s capital strength and two years of material underwriting losses or a severe Maritime risk management firm Lloyd’s Choice, which weighed up the extra tax reinsurers are more exposed to further major projected underwriting and operating trends, which dislocation in financial markets, preventing reinsurers Register has pulled out of Iran due to restrictive incurred from opting out against the cost of catastrophe losses during 2012 Fitch expects to support reinsurers’ current ratings from replenishing balance sheets in case of catastrophe sanctions imposed on the country by the West. the premium. over the next 12 to 24 months. Despite the observed losses, would also result in a negative outlook. Lloyd’s will now no longer assess ships owned by While the overall level of capitalisation for Fitch’s reduction in some reinsurers’ capitalisation, the sector Positively, Fitch anticipates a marked rise in reinsurers’ National Iranian Tanker Company and Islamic Japanese conglomerate Marubeni monitored universe of reinsurers grew by 3.4 per has generally been resilient to 2011 catastrophe losses. 2012 earnings, driven by a lower catastrophe burden Republic of Iran Shipping Lines. Corp plans to purchase a 22-per-cent stake cent at year-end 2011, 15 of the 24 reinsurers The agency has revised its trigger for a negative and improving pricing conditions. “Net written in ACR Capital Holdings, the fifth-ranked reported lower shareholders’ equity, having been sector rating outlook, lowering the value of the size premium (NWP) growth expected in 2012 reflects Omani insurance broker Risk reinsurer in Asia. The private placement of financially weakened by a near record level of insured of single-loss events to in excess of US$50 billion pricing movements and increased purchase of certain Management Services LLC has signed a deal shares will cost an estimated US$250 million. catastrophe losses that occurred in 2011. The rating from $75 billion, resulting in a material loss of capital reinsurance protection by cedents, due to recent with Sri Lanka’s EAP Group for a new insurance outlook for the global reinsurance sector remains that the sector was then unable to replenish. One or catastrophe model revisions and in the wake of 2011 brokerage company, which will be based in A lack of pension products has been catastrophe losses,” said Brian Schneider, senior Sri Lanka. The joint venture is expected to be blamed for the 9.2-per-cent decline in new director in Fitch’s insurance team. “Growth will be operating by July, pending regulatory clearance. business premiums reported by the Indian marginally offset by a reduced level of reinstatement life insurance industry for the financial year premiums, reflecting an anticipated reduction in Nepalese insurance regulator the ending 31 March. A change in rules for catastrophe activity during 2012.” Insurance Board (IB) may increase accident unit-linked insurance policies was also cited “Fitch continues to view the direction of pricing over coverage for public and private vehicle users from as a factor. the next 12 to 18 months as the key determinant NPR100,000 to NPR500,000 as an anti-fraud of earnings performance through the rating period,” measure. Third-party insurance – introduced Credit ratings agency Moody’s is said Martyn Street, director in Fitch’s insurance in 2009 – is routinely exploited by fraudsters, considering a possible downgrade of Life team. “While pricing fundamentals are generally and raising cover is seen as a potentially Insurance Corp of India (LIC) due to high better, the high single-digit rate increases anticipated effective solution. levels of exposure to sovereign debt and by many insurers across their portfolios did not little revenue from countries outside of India. materialise in the key opening months of 2012. This Chinese health professionals have lent Moody’s has placed the company on watch. could make it harder for reinsurers to earn back their support to proposals to include smoke- losses incurred in 2011.” cessation therapies and treatments as part of Vietnam’s insurance market is set for Fitch forecasts the global reinsurance industry’s Chinese health insurance options. There are continuous expansion this year. Credit ratings combined ratio (i.e. claims and expenses expressed approximately 1.2 million smoking-related deaths agency AM Best expects total premiums to as a percentage of net premium income) will improve per year in China. reach VND46 trillion, an increase of 24 per to 95.8 per cent in 2012, from 109.1 per cent at cent from 2011. end-2011, based on Fitch’s analysis of its monitored universe of reinsurance companies.

www.itij.co.uk 16 HEALTHMATTERS

HCCMIS infographic charts Measles alert immunisations for world travel in Sydney

US-based travel medical insurer HCC Medical Residents of western Sydney in Australia have been Insurance Services (HCCMIS) has developed advised to stay alert after two cases of measles were an interactive infographic charting the various diagnosed at Blacktown Hospital. According to Doctor immunisations needed for international travel. The Vicky Sheppeard, manager of the local public health infographic is intended to inform travellers of any unit, it is thought that one of the infected persons vaccinations that may be required when visiting different contracted the disease during a recent trip abroad, countries, such as the yellow fever jab necessary and passed it on to the second when they arrived for travel to Panama, or the Japanese Encephalitis back in Australia. “Measles is one of the most easily vaccination recommended when visiting China. It will spread diseases,” said Sheppeard, “and just being in also remind customers of the importance of purchasing the same room as someone with measles can result insurance before travelling, as well as specifying which in infection.” vaccinations are recommended and which are required Initial symptoms of the disease include fatigue, fever, Scientists by the Centers for Disease Control. sore red eyes, a runny nose and a cough, and they “There are many items you need to check off your usually begin to present themselves 10 days after make malaria list before you leave the country,” advises HCCMIS infection. A blotchy red rash will then appear three CEO Mark Carney. “Tourists should investigate to four days later. Dr Sheppeard has advised Sydney breakthrough immunisations for travel well in advance to protect residents ‘to be particularly aware of any signs of themselves from disease while outside of their infection in themselves or their children’ while the Experts from the University of Edinburgh, Scotland, home country.” The infographic also details which public health unit works with Blacktown Hospital to working in partnership with scientists from the vaccinations can be administered in one doctor’s identify and contact anyone who may have become Gambia, Kenya, Cameroon and Mali, have made session, and which need to be delivered via a series of infected. Adults between 25 and 36 years of age can a major breakthrough in the battle against malaria. shots over multiple trips. be particularly susceptible to measles, as only one The new research, published in the PLoS Pathogens dose of the vaccine will have been recommended journal, has identified protein molecules that occur when they were young. A free vaccine is available in different forms of malaria, including some of its for Australians in this age range, and anyone planning more severe offshoots. The molecule binds red Focus on imported malaria cases overseas travel is advised to contact their GP. blood cells into clumps called rosettes, which can block the flow of blood and cause brain damage. The Health Protection Agency (HPA) has published On World Malaria Day in April, International SOS The research has also uncovered strains of figures on cases of malaria reported in the UK during launched an integrated malaria programme that antibodies that can target these proteins and help to 2011, which were compiled by the HPA Malaria addresses each aspect of malaria prevention, control, combat the disease. Reference Laboratory. There were 1,677 cases of diagnosis and treatment. This initiative will assist Around one million people die of malaria every year, malaria reported in 2011 compared with 1,761 cases businesses in understanding the risk of malaria, putting mostly in the sub-Saharan region, where it is carried in 2010 and 1,495 cases in 2009. Sixty-nine per cent in place appropriate plans and programmes to prevent by mosquitos. Now that this key surface protein has of the cases were caused by the most serious type malaria and fulfil duty of care requirements to protect been identified, it is thought that scientists may be of malaria, Plasmodium falciparum; this proportion of their employees. In the last 12 months, International able to tailor vaccines and treatments specific to its falciparum malaria has been sustained over many years. SOS has conducted over 45 international evacuations biological properties. “We knew that clusters – or Twenty-five per cent of cases were caused by P. vivax for travellers or expatriates with life-threatening malaria rosettes – of blood cells were found in many cases of malaria, an increase compared to recent years and and has facilitated the treatment of many more. Each severe or life-threatening malaria,” said study leader mostly due to an increased number of cases acquired in year, around 30,000 travellers contract the disease, Alexander Rowe, of the University of Edinburgh’s Pakistan. Eight deaths from malaria were reported, six posing a significant health risk to both employees and Cases of Lassa fever School of Biological Sciences, “so we looked at from falciparum malaria acquired in Africa and two from organisations. rosette-forming parasites and found a common factor vivax malaria acquired in India. Dr Doug Quarry, medical director at International in Nigeria increase that we could target with antibodies.” Where the region of travel was specified, 56 per cent SOS, explained: “Malaria is entirely preventable There has been a marked increase in cases of Lassa (811/1,448) of cases originated from West Africa. and it worries me that employees still contract the fever in Nigeria, according to the Nigerian Federal Among travellers who were normally resident in the disease. In West Africa, some mining operations Ministry of Health. Since the beginning of the year, cases UK, 80 per cent (610/765) were travelling for the have recorded up to 25 per cent of the workforce have been reported in 19 of the country’s 36 states, Attempts to purpose of visiting friends and relatives. Both of these contracting malaria in a given month. Through a and as of 13 April there were 818 suspected cases – findings are similar to previous years. Lastly, 84 per cent targeted, integrated malaria control programme, although only 131 had been confirmed by laboratory curb measles (803/954) of cases where the history was known had businesses can protect employees, the community tests – including 84 fatalities. There have also been not taken malaria prevention tablets. and their reputations against the risk of malaria.” seven reported deaths among health workers. deaths falter The publication of UK malaria data coincided with The evidence-based solution from International SOS Lassa fever is a virus spread by rats. It can be transferred the third World Malaria Day on 25 April 2012. World provides a full suite of services helping businesses to through direct contact with rat faeces or urine or Malaria Day was initiated by the World Health Assembly prevent their employees from contracting the disease indirectly through food or materials that have been Measles continues to pose a significant global and aims to highlight malaria as a global health issue and as well as to effectively and appropriately manage the contaminated by rat faeces or urine, or from person health risk, despite efforts to counter its spread. recognise international efforts in controlling malaria, a diagnosis and treatment of those who do become to person through exposure to infected blood, tissue International travel has been named as a major factor disease that kills about a million people each year. infected. or bodily fluids. Symptoms include chest, back and in the continuing spread of the disease, and British It is crucial that companies fulfil their duty of care abdominal pain, fever, sore throat, diarrhoea, vomiting travellers who have not had the measles, mumps requirements by identifying areas where employees and bleeding from the nose or mouth, and sufferers and rubella (MMR) vaccine are being strongly advised may be at risk and by implementing tailored malaria can experience swelling of the brain, face and eyelids to contact their doctor, or to attend a pre-travel control programs. International SOS works with and hearing loss. Pregnant women are particularly health consultation. clients to help assess malaria risk and create tailor- vulnerable, and can suffer miscarriage or even death. In 2011, a total of 35,768 cases of the disease were made vector control and medical management Lassa fever occurs primarily in West Africa, where recorded in the World Health Organization (WHO) programmes to reduce malaria transmission in estimates put the number of infections per year European region, and an analysis published in the specific at-risk areas. International SOS’ programmes between 100,000 and 300,000. Around 5,000 Lancet has shown that global efforts to cut the number allow businesses to reduce the impact of malaria on of these cases will result in death. These are only of measles-related fatalities have fallen short of WHO employee health, workforce productivity, business approximate numbers, however, as not all cases are targets. According to the analysis, the WHO had continuity, company reputation, and healthcare costs. reported. Travellers are advised to avoid contact hoped that deaths would fall by 90 per cent between Dr Quarry continued: “Malaria control programmes with rats, to store food in rat-proof containers, to 2000 and 2010, but the real figure is closer to 74 from International SOS are some of the most keep living areas clean and to trap and dispose of per cent. The Measles and Rubella Initiative, a group advanced available, leveraging our vast network of any rats that they may see. Travellers should also of international institutions that includes the WHO, multidisciplinary professionals and the resources observe scrupulous personal hygiene, and if any of said that the decline in deaths was looking strong in of our global infrastructure. Teams of medical and the symptoms of Lassa are noticed medical attention 2007, but that measures ‘faltered’ in 2008 and 2009, public health specialists – several of whom are should be sought immediately. leading to outbreaks in Asia, Africa and Europe. The leading international experts in their field – have wide The Nigerian government is responding to this new majority of recent cases have been in the Ukraine, consulting, commercial and academic experience to outbreak by improving conditions for investigation and this outbreak is expected to continue throughout help businesses manage and control the threat of and treatment, and funding awareness campaigns the UEFA European Football Championship in June. malaria. Through our programmes, our clients have in infected areas. The World Health Organization Football fans planning to travel to Eastern Europe for been able to demonstrate a significant reduction in (WHO) does not currently advise any travel or trade the UEFA Championship are advised to make sure cases and associated costs due to malaria.” restrictions with Nigeria. that their vaccinations are up to date.

International Travel Insurance Journal

18 IPMI NEWS

AXA PPP changes Hospital developments in Spain DHA goes online

Private medical insurer AXA PPP International has With the national government of Spain approving residents in Spain coming to the country ‘exclusively Policyholders of health insurance in the Emirate of recently made a few changes to its policies, including a €7-billion cut in health spending in April, the to receive health treatment’. There would also Dubai are now able to access an electronic web the announcement that it now accepts new medical country’s 17 autonomous regions are increasingly be revisions to some international agreements as portal for submitting their health insurance claims to history disregarded (MHD) policies for businesses with looking at privatising all or part of their own ‘many countries’ are not repaying the money spent the Dubai Health Authority (DHA). While only in its five or more employees. Previously, a company had individual health systems to help meet the on their citizens. initial stages at the moment, the DHA database covers to employ at least 10 people in order to qualify for the shortfall. David Ing reports Since the conservative Partido Popular (PP) took over claims made under the Dubai government’s health MHD benefit. the national government in the general elections insurance programme, Enaya, but it will likely soon In a separate development, the company announced Nowhere is this privatisation more noticeable held at the end of 2011, market analysts say the be extended to cover policyholders who are enrolled that it is offering special switch terms for individuals than in the country’s beach holiday areas, in some trend towards private-public partnership in the health with other insurance providers. According to reports, who have health plans underwritten by other insurers of which tourists can easily outnumber the local sector is set to keep growing. The system is already it is the aim of the DHA to have every claim made in who choose to switch to AXA’s International Health population at peak holiday times. With Spain now well established in two autonomous regions run by Dubai captured and backed up electronically in order or Channel Islands Plans. The special terms state that at the front of the ‘firing line’ of countries seeking the PP, Valencia and Madrid. to keep levels of fraud and abuse as low as possible. new members can continue with the underwriting support from the Eurozone, the new conservative Now, one of the country’s leading holiday The move to online claims is a departure from current terms they had with their previous insurance company national government has warned it is particularly destinations, the Balearic Islands, is among those practices, whereby claims on health insurance policies as long as they sign a declaration to confirm they have looking at closer controls on what it calls ‘health looking at handing over the management of are filed manually, with local healthcare providers and not had treatment in a hospital or consulted a specialist tourism’ and overspending on drugs and medicines. hospitals. It is expected to start with a trial run clinics sending paper claim forms to medical insurers. about anything in the past 12 months, do not have any Outlining the new measures, Health Minister at a small hospital in the regional capital, Palma, DHA director general Qadi Saeed Al Murooshid, said: treatments pending and have not had cancer in the last Ana Mato said that treatment to around 700,000 before the system is extended to take in other “[The new system] has several advantages; it gives us five years. foreigners currently amounted to a cost of some facilities. Cost-cutting measures in the islands’ an edge to run a successful health insurance system, it Meanwhile, AXA PPP International has also recently €917 million a year. health sector have already begun with reductions ensures minimum fraud and abuse by providers and released an updated version of its iPhone app, One of the first moves will be a change in the in overtime hours worked by doctors, and cuts in also gives us the ability to plan clinical capability for Dubai which now enables members to contact customer law to prevent members of the families of foreign management staff. based on actual customer behaviours and patterns.” Dr services and even start a health insurance claim. Haidar Al Yousuf, director of health funding for the DHA, With improvements made to the design, home page said that the shift to online claims was part of a wider and claim form of the app, it allows users to submit industry trend of overhauling the healthcare system questions to customer service representatives as well that could provide vital to the future development of as enter details for the pre-authorisation of a claim. New site for Cigna the private sector too. He added: “The system will minimise abuse, provide instant data that will be used US-based medical insurance provider Cigna now access quick pricing information and easily by the DHA for several strategic long-term healthcare has redesigned its Cigna Global Health Options view ‘at-a-glance’ product details. planning initiatives … and we will provide assistance to website, which sells and services insurance to Phil Austin, head of Cigna Global Health Options, said: all healthcare facilities that need any guidance to use the expats and other globally mobile individuals. The “The refreshed site has a contemporary new look and system.” The electronic claims system, it is hoped, will revamped site features the company’s recent global feel, which we believe will appeal to a global audience. act as a precursor to the introduction of Dubai’s national rebranding, which includes a new logo and other This transformation is about continuing to evolve and health insurance scheme, whereby every employee design elements that the company says reflects its strengthen every element of our proposition, opening in the emirate has to hold health insurance through customer and corporate missions. Direct from the up and extending dialogue with our customers and their employer. The scheme is being introduced with home page and throughout the decision-making responding to what they’re looking for, and how we emphasis on expatriate workers, many of whom work and ultimately purchase process, customers can can facilitate their healthcare needs.” in the UAE without cover.

International Travel Insurance Journal IPMI NEWS 19

Top 10 claims Expat life cover examined revealed A recent customer survey from UK-based medical provision for either their untimely death, or the risk of insurer William Russell has revealed that the majority them being unable to work due to an illness or injury. Jelf Employee Benefits in the UK has revealed which of expatriates are taking the risk of not having any life Of the findings, James Cooper, sales director at of its international healthcare claims have the highest or income protection insurance in place. Whilst it is William Russell, said: “Although we are pleased to values, based on the claims experience of its top generally accepted that taking out suitable international see that a high number of expatriates are making clients. Included in the top 10 conditions that are private medical cover represents a prudent investment provision against the risk of needing expensive medical most claimed for by value are: complications of for expatriates, it would seem that, on the whole, treatment while they’re abroad, it is worrying to pregnancy and childbirth; diseases of the circulatory purchasing protection products is not considered see how many expatriates are not making financial system; diseases of the digestive system; diseases of as important. provision in the event of their untimely death, or an the nervous system; diseases of the musculoskeletal Clements network The William Russell survey was completed by over illness or accident that would prevent them from system and tissues; and diseases of the respiratory 650 expatriate policyholders from all parts of the working. International life insurance protection is system. More data from the company shows the expansion world. When health insurance customers were asked available to expatriates and can prove invaluable to average surgery costs when an uninsured person goes families struggling to cope with bereavement. Also, for treatment in different places of the world, with Clements Worldwide, a global provider of with advances in medicine meaning that more people highlights showing that a kidney transplant in the US international insurance solutions, is continuing to are living for longer with a serious illness or injury, the could cost as much as £101,351. expand medical provider access and introducing best- need for income protection insurance is now just as In other news, there has been a marked increase in-class services to its GlobalCare health programme. significant as the need for life insurance cover.” in on-the-spot fines in Holland for individuals that Effective immediately, all existing and new GlobalCare Other noteworthy findings of the customer survey don’t have the right international private medical customers will benefit from new international health include the fact that, despite the popularity of online insurance in place, Jelf Employee Benefits warns. programme enhancements with no incremental technology, one in four policyholders still prefer to Anyone living or working in Holland must have local premium. access and view their insurance documents in hard private health cover from a provider that is fully Among the new benefits recently added to copy format. Additionally, the ever-growing popularity recognised by the Dutch health authorities; if the GlobalCare, the programme is now part of the of smartphones was reflected in the fact that almost cover is unlicensed or unregulated, the individual is Aetna AGB PPO Network, which offers direct two in three customers would encourage the liable for a fine. Individuals can be fined twice a year, access to one of the largest health provider development of a William Russell mobile application. at £350 a time, if their health cover does not meet networks in the world. This major new addition The survey also provided an interesting insight into the right criteria. means that GlobalCare customers are now free whether they had any life or income protection the social networking habits of expatriates. Perhaps Sarah Dennis, international healthcare director at to choose from more than 700,000 healthcare insurance in place – with any insurer – 61.4 per cent predictably, Facebook proved to be the most Jelf Employee Benefits, said of the issue: “Expats providers in the US alone. Additionally, the of respondents indicated that they didn’t, with a further popular social networking service, with just under and foreign nationals are particularly targeted by company now features streamlined payment 5.7 per cent saying they were unsure. So only 32.9 60 per cent of respondents indicating that they the authorities, and we are urging employers administration, which enables contracted providers per cent of those questioned had life and/or income have an account. LinkedIn followed behind with and individuals to take note of this enforcement. to bill patients directly. As a result, Clements’ clients protection insurance. Conversely, when life and 47.3 per cent. Surprisingly, Google+ emerged as International healthcare has a completely different can enjoy the benefit of reduced initial expenses. income protection insurance clients were questioned more popular than Twitter amongst the expatriate set of rules from the UK and this is a further reason “With international mobility on the rise, the need about their health insurance arrangements, just under respondents – 19 per cent use Google+, whilst why employers must seek advice from an expert. It for affordable principal or complementary health 70 per cent said they had health insurance in place, 14.5 per cent hold a Twitter account. Finally, much- is much better practice to get the insurance right first coverage has become a critical issue,” commented with a further 7.4 per cent saying they were unsure. feted up-and-coming service Pinterest still appears time, and specialists in international health cover can David Brumbach, director of personal insurance at The results of the survey suggest that expatriates are to have a way to go, with only 1.4 per cent of advise on specific anomalies for each country.” Clements Worldwide. far more likely to insure their health than make financial respondents indicating they have signed up.

www.itij.co.uk 20 AIRAMBULANCENEWS

Proudly sponsored by

On 1 and 2 May, delegates from around the hands-on workshops taking place both in performed by the Belgian Air Force, and the Challenge. For the sights, sounds and smells globe gathered at London Oxford Airport a classroom setting and also utilising the Waypoint AirMed & Rescue Challenge, a (mainly jet fuel!), you just had to be there. for the Waypoint AirMed & Rescue 2012 aircraft in the display area. Delegates had medical simulation competition that took conference, exhibition and airshow. The the opportunity to examine an international place throughout the event. educational agenda was presented by mix of HEMS and SAR helicopters, alongside Here, we bring you a snapshot of the relevant industry experts from across Europe, North a range of fixed-wing air ambulance aircraft. sessions and workshops held throughout For the full conference review, please visit America and Australia, with a range of Highlights included a SAR demonstration the event, together with a report on the www.waypointmagazine.com

Charlotte Bennett Neonatal medical Requirements for neonatal and paediatric transportation director, AirMed UK The transport of paediatric and neonatal patients as a mobile unit. Each medical installation must be was maintained for six weeks, and a patent ductus should be clinically led, began Dr Bennett. Factors approved and documented for the aircraft type. arteriosus was surgically closed after the failure of that influence the choice of aircraft include access to For crews using night vision goggles, however, pharmacological treatment. The patient also suffered the patient, safe stowage of equipment, the capacity compatibility of the equipment is achieved by using bilateral cerebral bleeding, pneumonia, sepsis and to carry family members, and cost. Loading can be a heavy black curtain to isolate the cabin from a fungal infection. On 15 December, the EAA team Dr Katja Ihman facilitated by use of a cargo door. Transport for these the cockpit. found the baby was being ventilated via a nasal tube Flight physician, patients should be well planned to minimise transit One point that still needs to be improved, said Dr with 55-per-cent oxygen as SIPPV, had obstructive Luxembourg Air times, with ground ambulances being co-ordinated Berry, is patient harnessing. Some services would also rales over both lungs, subcostal and sternal retractions, Rescue to complete transfers to and from the aircraft without benefit from developing their loading systems to move no heart murmur, a soft and extended abdomen, large delay. The medical team should have an intimate the heavy incubator sleds into their aircraft without fontanelle, and weighed 1,190 g. The team had to knowledge of this patient group, and must be able to requiring muscle power. consider whether intermittent mandatory ventilation prevent or mitigate untoward events, as by the time Illustrating the challenges of these missions, Ihmann would fulfil the patient’s requirements during transport, vital signs change it’s often too late. Treatments that presented a case report of a premature baby flown whether the degree of pulmonary hypertension Dr Andrew Berry Dr Bennett believes will become more common are, by European Air Ambulance (EAA) in December would worsen, whether pain and stress could be State medical among others, therapeutic hypothermia and high- 2011. A mother and her child, weighing just 600g, controlled, and whether all tubes were secure and director, NETS frequency ventilation. were transferred to a neonatal intensive care unit could accommodate the child’s movement during (NSW), Australia A range of equipment is required for life support of in Italywhere the baby received high frequency transport. During the flight onboard a Learjet 45, the neonates, said Dr Berry, and the need for treatment ventilation and inhaled nitric oxide for six weeks, baby exhibited stable blood gas and vital signs readings. to continue without interruption – during loading followed by five weeks of synchronised intermittent The flight was followed by a detailed handover to the for instance – means the kit should be integrated positive pressure ventilation (SIPPV). Inotropic support receiving team.

Mark Jarratt Charge nurse, Spinal care in the air – a challenge to be met National Spinal them at equal risk of hyperthermia or hypothermia. Injuries Centre, UK There is never a perfect time to move a spinal injury predictors than arterial blood gases during transport, patient, said Jarratt, and the benefits must always be not least as these patients tend to be young, fit and Jarratt went on to give his views on how best to weighed against the risks by considering, for example, able to maintain good gas levels right up to the point of immobilise patients with spinal injuries. Collars are, he what resources are available where the patient is now failure. Jarratt advised that there is no need to wait for suggested, overrated, but are useful during transfer and at the intended destination, and how far they patients to be extubated before transport, and also to – beware pressure sores, however, which represent will have to be moved. If the patient is in a centre consider non-invasive ventilation. a ‘huge’ risk for these patients due to poor peripheral providing a good level of care, he advises that they All these patients suffer from some degree of paralytic vascular resistance. Spinal boards are not his preferred should not be moved (on medical grounds, at least) ileus (intestinal obstruction), with symptoms including option, as trials have shown they do not control until after six months or more. abdominal distension, diaphragm splinting, and lateral movement well and can induce pressure Cervical spinal injuries are associated with a high risk of reduced or absent bowel sounds. Jarratt suggested the sores. Standard ambulance trolleys, though, do give respiratory failure due to a lack of innervated muscles use of nasogastral feeding during transfer as patients good lateral support. Vacuum mattresses are good or exhaustion of remaining innervated muscles. can fall in and out of paralytic ileus. for thoracic/lumbar injuries, but are less beneficial for There is also an inability to cough/clear secretions. Patients are also at risk of heat loss due to passive cervical injuries as the width of the patient’s shoulders Respiratory crisis is typical within three to seven days vasodilation of the vascular system. They are unable tend to prevent the mattress from fitting tightly around – this is both a high risk and difficult to predict. Vital to control their body temperature, having no the head and neck. capacity and respiratory rates are generally better vasodilation/constriction or shiver responses, putting

Terry Martin Director, CCAT Workshop: Oxygen delivery in flight Aeromedical Training Dr Terry Martin led a lively, interactive workshop on the new BOC cylinders is that the contents gauge is the way in oxygen delivery, however, is the next the use of oxygen during aeromedical transportations, permanently live, it has a well-guarded valve, and no generation of ventilators; and Dr Martin invited William which covered topics such as how much oxygen to Bodok seal; it’s only disadvantage, said Dr Martin, is its Cargill of Hamilton Medical to demonstrate the new give and when, how altitude affects oxygen delivery, price tag. T1 system, which aims to provide hospital bedside and next-generation ventilators. Still on the subject of oxygen cylinders, it was noted ICU ventilation capabilities in mobile form. Traditionally, oxygen cylinders were fairly heavy, but that larger bottles are used on commercial airlines to Dr Martin ended with some ‘essential cylinder new, lightweight cylinders can be easily lifted with one supply the ring main system and drop-down masks. knowledge’: the amount of gas in a cylinder is finger, and they are more highly pressurised, giving Additionally, some cylinders provide pulsed oxygen proportional to its pressure; gas contents are only a greater oxygen output. Furthermore, these new delivery – through nasal cannulae and now also in estimated by the pressure gauge; cylinders for each gas cylinders are made of Kevlar (aramid), so despite mask form – giving a high-flow ‘pulse’ of oxygen have a distinctive colour (a white shoulder for oxygen), being lightweight, they’re much stronger than the during early inspiration only, thus avoiding phases of but these vary between countries, despite attempts to traditional steel cylinders. They are also easily portable, respiration when oxygen is not utilised. standardise colour codes, so the cylinder label should so are often used by flight crew. Other advantages of One piece of in-flight medical equipment that is leading always be checked.

International Travel Insurance Journal AIRAMBULANCENEWS 21

Overall winner Hampshire & Isle of White Air Ambulance Fraser Rowbotham & Vicki Harold win the £1000 cash prize 1 2 3 4 1. French Navy - Maj. Christophe Albert & Warrant Officer Fabien Lefevre; 2. Belgian Air Force, 40 Squadron SAR - Adjt Pé Mestdagh & First Sgt Jurie Mulier; 3. LA County Sheriff’s Dept - Dep. Jeffrey Coates & Dep. Mark Desmarteau; 4. Thames Valley & Chiltern Air Ambulance - Lisa Brown & Andy Colledge; 5. Hampshire & Isle of White Air Ambulance - Fraser Rowbotham & Vicki Harold; 6. Wales Air Ambulance - Tony Stephens & Tom Archer; 7. CEGA Air Ambulance - Stuart Cox & Duncan Laming Macadam 5 6 7

Waypoint AirMed & Rescue Challenge 2012 The judges: Dr Peter Turi owner, TrustAir Nick Thompson resuscitation officer/senior anaesthetic practitioner, Buckinghamshire Healthcare NHS Trust (replaced by Dr Terry Martin, Director, CCAT Aeromedical Training on Day 2) Dr Thomas Buchsein chief medical officer, FAI rent-a-jet

The teams: SAR category 1. French Navy 2. Belgian Air Force Squadron 40 SAR 3. Los Angeles County Sheriff’s Dept HEMS category 4. Thames Valley Air Ambulance (reigning champions) 5. Hampshire & Isle of White Air Ambulance 6. Wales Air Ambulance Fixed-wing catergory 7. CEGA Air Ambulance (A team from AirMed UK was due to take part, but was unable to attend due to an emergency mission tasking)

The challenge: The 2012 Waypoint AirMed & Rescue Crew Challenge saw teams in three categories compete to become this year’s winners. The crews were divided into SAR, HEMS and fixed-wing categories, and the competition was fierce. The highly experienced two- strong teams worked on a METI patient simulator, all the while receiving updates on their ‘patient’s’ condition and being marked on their responses by the judges. Each team was given a slightly different scenario – from a high-impact car collision with a tree, to a fall whilst climbing Mount Kilimanjaro – and in each case the team was given the baseline physiology of the patient before beginning to work on the simulator. The commentators gave real-time feedback on the condition of the patient, informing the crew when their attempts at certain procedures had failed and pushing each team to the limit of their capabilities. It was exciting to watch, and the crews seemed to enjoy themselves as much as those watching. The winners in each category were: SAR – Belgian Air Force; Fixed-wing – CEGA Air Ambulance; HEMS (and the overall winner) – Hampshire & Isle of White Air Ambulance, who received a prize cheque for £1,000.

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Corporate social Growth and infrastructure responsibility in Asia of the emergency assistance industry in the Asia Pacifi c Travel risk management and duty of care – a case Market comparison – study in responding to Day 1 sales and distribution of corporate disasters travel insurance and the Explanation of the Chinese growth of bancassurance healthcare system Air ambulances in China and obstacles to licensing New mobile and and operations Local service delivery and digital developments pricing for the international market – using TPAs to reconcile Air ambulance focus: costs and pricing in Asia Country focus - Korea Touring Club Switzerland

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Zambia visitor Australian tourist numbers slump numbers increase Australia’s Bureau of Statistics has recorded a slump as a significant challenge, as Britain has recently raised in foreign tourism, with foreign visitors’ spending this tax and Europe is expected to follow suit. “It’s an An estimated 906,417 tourists visited Zambia in at its lowest in over four years. The figures are expensive destination,” said Mariani, “and now there 2011, compared to the 815,000 who visited in largely attributed to the high Australian dollar, which is a tax being applied to long-haul travel departing 2010, according to figures from the Zambia Tourist seems to be both keeping tourists away and causing from the UK. We have to be concerned that other Board (ZTB). ZTB aims, through a high-budget, Australians to holiday elsewhere. Foreign visitors to European countries may well pick that up.” She also K9.8-billion marketing plan, to attain one million the country now spend around $100 million less expressed concerns about rising hotel costs due to arrivals by the end of this year. K3.7 billion of the on tourism services than they did in 2011, while the generally higher wages enjoyed by Australians. Barcelona budget will be concentrated on the promotion of Australians are estimated to have spent $2.82 billion There is cause for cautious optimism, however, domestic tourism, while K4.9 billion will be spent on on overseas tourism services in February 2012 alone as visitor numbers from China have surged, and international marketing. – the highest total on record. locations such as Cairns and Melbourne have International Travel Insurance Conference Last year, ZTB rebranded itself using the slogan Felicia Mariani, managing director of the Australian reported decent growth in Asian and domestic ‘Let’s Explore’, hoping to encourage more visitors Tourist Export Council, also cited long-haul flight tax leisure bookings. to the country, and is confident that this rebranding effort contributed to the rise in visitor numbers. Its objectives for 2012 are to increase the average Surge in Kiwi DATE & LOCATION duration of tourists’ stay from three to seven days, Rise in visitors to and for the tourism sector’s contribution to overall holidays gross domestic product to reach 10 per cent from its Cambodia 29 October - 1 November 2012 current standing of seven per cent. Travel specialist Flight Centre New Zealand has Cambodia has reported a 28-per-cent increase in reported a surge in overseas holiday bookings by Arts Hotel, Barcelona international visitor numbers in the first quarter of New Zealanders. Mexico is currently the highest-rated 2012, compared with the same period in 2011. destination for Kiwis, with a year-on-year increase of Summer holiday Official statistics show the country welcomed 30 per cent, while the US (second highest) has shown SUBJECT MATTER 995,000 foreign visitors during the three-month an increase of 15 per cent since 2011. Africa has also spending to top period, compared with 778,467 in the first quarter become a very popular destination, with a year-on- of last year. Eighteen per cent of the figure was year increase of 18 per cent. £36 billion accounted for by Vietnamese travellers, a number “Kiwis have always been keen travellers,” said Mike New research has shown that 23.6 million Britons are that Ministry of Tourism director Tith Chantha Friend, executive general manager of Flight Centre expected to head to overseas destinations for their attributed to the two nations’ close proximity: “In New Zealand, “but we are seeing a trend in travelling summer holiday this year. The figures, from British recent times, we see the Vietnamese at the top of further afield as people are taking advantage of the Airways American Express Credit Cards, estimates that the market because this nation is close to us and they strength of the Kiwi dollar and using the opportunity to UK holidaymakers will spend over £36 billion on trips to can access Cambodia [easily]. In the future, we hope explore new holiday destinations.” Cruising is the third warmer territories, with an average per-person spend of that Chinese tourists will hold the record.” Cambodia most-popular holiday option for New Zealanders, with £923. “Last year saw many people exercising frugality in recently signed a US$5-billion per year bilateral trade bookings increasing by 45 per cent since March 2011, the face of difficult economic conditions,” said Julie Hay, agreement with China, and Cambodian tourism boosted by all-inclusive packages and a wide variety of head of the company, “but it is promising to see that this officials are hoping the deal will spur an increase in destinations. Destinations such as the Galapagos Islands, year we are likely to see a turnaround in that trend.” Chinese tourist numbers to one million by 2020. Bali and Thailand are also enjoying a surge in popularity.

Tourism to bring $44 billion to Gulf SPONSORS According to figures from the World Travel & Tourism countries as a potentially lucrative proposition. “The Council, the combined contribution of travel and economic conditions in the GCC are excellent and tourism to the gross domestic product of Gulf Co- hotel revenues are continuing to grow steadily,” said operation Council (GCC) countries is expected to rise Amine Moukarzel, president of Golden Tulip Hotels, to US$44 billion this year, an increase of 27 per cent Suites & Resorts MENA, “so we see the region as a from 2009. With oil prices remaining consistently high, key hotel investment destination.” the United Arab Emirates, Saudi Arabia and Qatar At the recent WTTC Global Summit in Tokyo, are enjoying a period of prolonged financial stability, David Scowsill, president and chief executive of the For more details please visit enabling them to invest billions of dollars in hotels and organisation, summarised the importance of the travel transport programmes to boost tourism. Saudi Arabia, and tourism industry to the world, saying: “We are for example, is spending more than $500 million on responsible for 255 million jobs, six trillion dollars, www.barcelona.itic.co airport expansion, including plans to build a brand new which is nine per cent of global GDP – this makes us airport in Jeddah. Businesses are also eyeing the GCC bigger than mining and bigger than manufacturing.”

UK travel consumers technology savvy

Figures from Deloitte LLP (Deloitte), the UK consumers are adopting digital behaviours as they member firm of Deloitte Touche Tohmatsu rebalance their spending and turn to digital solutions

Limited, show that 86 per cent of overseas and to seek out savings and value.” Deloitte’s figures t a a a ll 91 per cent of domestic travel transactions by showed a 60-per-cent year-on-year increase in last- ll

UK consumers are now ‘digitally influenced’ in minute hotel bookings in 2011. Hotel Lievan elonet ts one way or another. These influences include Bogate Mar Bell Ar online sales or multichannel transactions whereby Nova Icaria Barc

consumers use various touch points – such as Sant Sebastia Nova Mar Be stores, social media outlets, online services and tablet or smartphone apps – to communicate with travel agents, airlines or hotels. “The digital age has made a dramatic mark on travel purchases,” said Graham Picket, head of travel, hospitality and leisure at Deloitte, speaking at the Association of British Travel Agents (ABTA) Travel Matters Conference in London. “Consumers have embraced digital media and are increasingly confident about interacting and making purchases online. Furthermore, the current economic uncertainty is accelerating the rate at which

International Travel Insurance Journal Barcelona

International Travel Insurance Conference

DATE & LOCATION 29 October - 1 November 2012 Arts Hotel, Barcelona

SUBJECT MATTER

SPONSORS

For more details please visit

www.barcelona.itic.co t a a a ll ll Hotel Lievan elonet ts Bogate Mar Bell Ar Nova Icaria Barc Sant Sebastia Nova Mar Be 26 FEATURE

This sporting life … and death

Sport can keep you fit, but when it’s the cause of injury or worse, the cover an athlete has – or hasn’t – in the kit bag is crucial. David Kernek asks whether professional sports associations take enough responsibility to make sure their members have adequate travel medical cover when training and competing abroad

It could be said of sport – and probably has been by skier, 29-year-old Sarah Burke, her family and London in March. Others turned their attention to • Unlimited medical costs brokers and underwriters – that it’s not the taking supporters had to raise more than US$200,000 to the meagre health and insurance provisions made • Kidnap, ransom and extortion – £250,000 part that counts, but the staying in one piece … or pay for the medical costs arising from a fatal training for sportsmen in countries such as the Democratic • Personal security specialist costs – £10,000 the staying alive. Be it abseiling or zorbing, American accident in Utah. Canada’s state health insurance Republic of Congo and neighbouring Uganda. Only • Cancellation/curtailment/re-arrangement/ football or skiing in Switzerland, it’s an activity that in scheme would have covered her while she was in two clubs in Uganda’s top soccer league – and replacement – £250,000 many cases demands peak fitness, yet brings with it the US, but only to the value of what the medical two Rugby Union clubs – have medical insurance • Baggage, including sports kit – £10,000 unavoidable risks of life-changing injuries. bills would have been in Canada, where hospital arrangements with local hospitals. “As players, we • Loss of passports, visas, driving licences and travel costs are lower than they are south of the border. are at the mercy of God, but we are also calling on tickets – £2,000 Evaluation of risk As an Olympic competitor, she had medical cover clubs to put up money for a qualified doctor,” said the • Electronic and other business equipment – £3, 500 That sport – especially contests involving contact or worth $5 million, provided by the Canadian Freestyle chairman of the Ugandan Footballers’ Association, • Cash – £5,000 speed – entails rather more risk than playing chess, Ski Association, but that was only for association- Daniel Walusimbi. Meanwhile, Uganda’s veteran • Payment card mis-use – £5,000 reading a novel or watching rubbish on television sanctioned competitions, not the privately sponsored cricketer Samuel Walusimbi – now an official of the • Travel delays after four hours – £2,000 maximum comes as no surprise to risk assessors, who grade all event of the kind for which Burke was training. country’s National Council of Sports – revealed that per journey sports into the hazard groups that determine policy • Mark McGovern was a rising Gaelic football star in 30 years of playing in Uganda and internationally, • GlobeCover Assistance premiums. Their assessments are based on both when he sustained a severe brain injury during he had never had a medical check-up. • Personal liability at any one event – £5,000,000 common sense (men or women trying to knock each a match in San Francisco in June last year. After UK Sport – the quango whose role, in its own other out with big leather gloves and people climbing major surgery and months of physio, speech and corporate jargon, is to ‘underpin and unlock the sheer rock faces are clearly taking chances of one kind occupational therapy in an acute rehabilitation unit in It has been difficult nation’s Olympic and Paralympic performance or another with their health) and the hard statistics of California, he is on the road to a full recovery. But the potential’ – looks after more than 1,200 elite injuries and medical care costs. As the London Hand costs of that treatment and rehabilitation – estimated in past years … competitors in all 26 Olympic sports, not just track and Wrist Unit – anyone for Tennis Elbow or Skier’s to be considerably in excess of $1 million – are being and field athletics, and has a partnership to provide Thumb? – warns: “Whether you play for fun or are a met by Gaelic football fans in Ireland and around for some sports medical expertise with Bupa. professional sportsperson ... accidents happen!” the world because the only cover he was carrying Foreign athletes competing at events organised by What is surprising is that athletes and players who was a standard travel insurance policy that excluded associations to the International Association of Athletics Federations study their disciplines and adhere to fitness regimes contact sports. (IAAF) get travel cover provided by default by the with such care should be so cavalier about their After the injury, the Gaelic Athletic Association (GAA) IAAF unless national bodies, such as the UK’s, insurance cover. Perhaps it’s the downside of the said that in future it would have to take responsibility purchase the indicate that it is not needed because they have their fundamental optimism needed for competitive for covering members playing abroad, but at the time own. “The IAAF must be aware that a lot of sports sport – the ‘It ain’t never going to happen to of writing it has not confirmed that action has been correct cover associations and countries overseas don’t provide me!’ mentality? taken to provide appropriate insurance. The GAA – insurance cover, so they do it for them,” says John While many of the millions of sports-related injuries which also oversees hurling, handball and rounders Professional cover Temperton at UK Athletics. recorded around the world (the estimate for the – has had a self-funded injury payments scheme Britain’s best-in-class athletes have no need to worry At Sportscover, a UK-based award-winning specialist US alone is put at two to three million each year since 1929. Its purpose, however, is to merely about medical and travel insurance when they are in sports and leisure insurance, syndicate underwriter for adults and children) are minor and only briefly supplement players’ personal accident policies, not selected for home country – England, Scotland, and company director Murray Anderson confirms inconvenient, there is always the risk that some will to provide full compensation for injuries. “When Wales and Northern Ireland – and UK teams. that participants representing their country at be either physically – and financially – ruinous or fatal. members voluntarily take part in club activities,” says Sportsmen and women who are members of clubs an international event are likely to be covered And in both circumstances, having the right cover can the GAA, “they accept the risks that such participation or sports organisations affiliated to UK Athletics – by a policy arranged by their sport’s national be crucial for sports people and their families. may bring … ultimately, the responsibility to ensure Britain’s governing body for athletics – get automatic governing body. These are some recent examples of tragedies adequate cover is in place lies with the individual comprehensive travel cover (from Chartis) when “But,” he adds, “it’s unlikely that those policies would compounded because the only thing missing from an member, commensurate with his/her needs.” they are training and competing at international extend to a local county or club sending someone, athlete’s kit was a travel and medical policy that met Many put their trust in prayer when a heart attack events in Britain and overseas, plus public liability for example, to Europe to participate in a competition the risks of their sport: brought down Bolton’s African footballer Fabrice cover (from ACE Europe) up to £50 million. The that is not an internationally sanctioned event.” • After the death in January of Canada’s champion Muamba during a match against Tottenham in travel package includes: All of which leaves local clubs, county and regional

International Travel Insurance Journal FEATURE 27

sports associations – and individual athletes – to make university sports departments ensure that players and their own insurance arrangements. their families are not left high and dry when injury It has been difficult in past years, says Anderson, strikes, while others let their athletes pick up ruinous for some sports associations to purchase the medical bills and lose their scholarships. correct cover. Some general insurers will specifically The National College Players Association (NCPA) exclude claims arising from sports injuries. “Sports – a lobby group founded by UCLA (University of participation brings its own risks; it goes without California, Los Angeles) footballer Ramogi Huma – saying that an athlete is more likely to get injured than has been leading the campaign for full coverage for your general traveller. It is not so much of an issue in student athletes, and it’s made progress in California, the UK as far as events in Europe are concerned; it’s where draft legislation that would implement a not too hard to get an athlete back from Europe. But Student-Athlete Bill of Rights is winning support in the cost of getting someone back from Australia after the state senate. If passed, it will require Californian an injury is of course substantially greater. European universities that earn significant media rights revenues Health Insurance Cards also limit the costs but, again, to provide injured student athletes the necessary it’s a bit more difficult on the other side of the world!” medical, financial and educational support to He says group policies sold to associations and Services Authority requirement that a summary of Campus sports clubs planning overseas trips are told complete their degree. governing bodies will have details supplied and cover is provided to the client at quotation stage. they can either arrange their own travel cover or “I am a big fan of collegiate athletics,” says the bill’s clarified by insurers via brokers. “If individuals are Once coverage has been found, it is an association’s purchase it through the university at a cost per head author, Senator Alex Padilla, “but I am also very being left to their own devices and buying their or team’s duty to advise its members about the of £15, provided a risk assessment form is given in concerned that the vast amount of money in collegiate own cover, then ‘Key Fact’ documents have to be coverage in place. An association can stipulate that advance to the university’s sports health and safety sports has distracted everyone from the primary very clear in detailing the cover. If an association teams and individuals must carry a certain level of officer and its insurance department. purpose of our colleges. With billions of dollars in or governing body arranges a base cover, why not travel/medical cover, and that they must be able to In the US, football and basketball matches pull in television revenue gained on the backs of student- have the ability for individuals to purchase when and demonstrate this before taking part in a competition. billions of dollars in ticket sales, television rights and athletes, it is shameful that so few student-athletes if travelling at other times for the purpose of their The team or individual might opt to purchase a basic sponsorship for universities, but adequate insurance actually graduate and that many are further burdened chosen sport? Having the ability to up-sell to current level of cover to satisfy the stipulation or indeed cover for the student athletes who bring in the fans with medical bills due to injury.” He went on to say: members is a tool that should be considered, but decide to purchase a policy with greatly enhanced and the money is by no means guaranteed. “The universities impacted by this bill benefit from ultimately if the individual decides to do their own benefits to ensure they are suitably covered.” The National Collegiate Athletic Association (NCAA) their share of a $3-billion media contract. With such thing, then the onus is on them.” oversees 89 championships in 23 sports, and more largesse, nothing prevents these colleges meeting the Brokerage firm Marsh Limited has a full-time sports Student cover than 400,000 student athletes in 1,000 schools and standards established in this bill. Neither personal injury and events insurance unit with clients in all sports Universities are hotbeds not only of beer-swilling and universities take part in its programmes. Since 2005, nor poverty should dim the dreams of a student- sectors including international federations, national study but also of organised sport. British Universities universities have been mandated by the NCAA athlete pursuing a degree, particularly when their governing bodies and professional sports teams. & Colleges Sport (BUCS), the national governing to certify that athletes have insurance for sports- performance has enriched their college.” It arranged £20 million of liability insurance against body for higher education sport, says more than related injuries before competing – with policies The NCPA has been backed by Professor David third-party claims for British Eventing, and personal 100,000 students – and 4,000 teams – compete being provided by colleges, parents or a player’s Dranove, a leading expert on health industry accident cover for members when they’re riding in in 50 sports in a BUCS programme that starts personal policy – and that it must cover up to the management at Northwestern University, Illinois. non-UK teams and at events not sponsored by the with surfing championships in October and ends $90,000 excess of the NCAA’s catastrophic injury Calling for guaranteed medical cover for college sport’s governing body. in July with athletics, shooting and cricket events. insurance plan. Students who are covered by their athletes, he says: “It’s part of the cost of having an BUCS, however, does not arrange insurance cover parents’ medical plans often find that the policies athletic programme. It makes no more sense to tell for competitors. That is down to universities and exclude sports injuries and place limits on out-of-state the athletes, ‘You go buy your own health insurance’ colleges, all 280 of which arrange their own policies treatment. Critics point out that the NCAA does not than it does to say, ‘You go buy your own plane, in California … draft for sporty students. stipulate clear standards of cover, which means some tickets and uniform’.”n No Oxford undergraduate capable of understanding legislation that would simple English should be in any doubt where they stand as far as sports insurance is concerned. The implement a Student- university’s sports federation tells members: “The federation has a basic personal injury policy for our Athlete Bill of Rights is members. Please treat this as a back-up. As the benefits are not a significant amount, we recommend winning support in the you take out your own policy or check if you are on your family’s policy.” state senate And for students still unsure: “We urge all members to take out their own personal injury policy … Please ask questions of yourself when thinking about taking part “Sports teams,” says Marsh’s Nick Faux, “tend to in your sport … If you were to lose the use of a limb, mitigate against key-man risk through insurance. A how would that affect your career prospects? If you are career-ending injury for a Premier League footballer studying medicine and you lost the use of a hand, that will mean his club not only loses a top player, an could be detrimental to your studies and eventual career unquantifiable loss, but it also has to write-down the path. For a relatively small annual fee you can take out traded value of the player, which could run into the your own personal injury and accident insurance that will tens of millions.” cover you should the worst happen.” Many smaller clubs arrange insurance only for The federation’s ‘basic’ cover is a UK-only Endsleigh their most valued players, as team policies can be Platinum policy, with benefits including: £25,000 expensive. “Football clubs look to cover their key for accidental death; up to £50,000 for permanent players such as the strikers, the people they rely on disabling injury; up to £40 per day for hospital week-in, week-out for their results.” confinement up to 140 days; dental treatment to a Faux says teams and associations might have limited maximum of £600; and examination re-sit expenses budgets, or be unaware of the importance of having of up to £2,500. cover. Some associations advise teams that they It’s made clear to students that claims are refused if the must carry travel/medical coverage, and then leave university’s sports guidelines were not adhered to, that it up to individual teams to arrange. “We ensure the some sports classed as extreme are excluded and that coverage we offer is sufficient for the client’s needs, there are restrictions on some activities – yachting is with the level of cover depending on key factors not covered more than a specified distance offshore. including travel patterns. Medical costs around the These are the claim examples students are given: world can be vastly different, and some policies do • American football – £1,540 – spinal fracture not automatically cover emergency evacuations in the following a tackle; event of political unrest as recently seen in the Middle • Rugby – £22,530 – retinal tear causing permanent East and North Africa. Player values and earnings are disability; other factors: a team of Premiership football players • Canoeing – £10,000 – death by drowning when would be of higher value than a semi-pro rugby trapped by branches; team, and would require a certain level of cover for • Skydiving – £104,260 – permanent disability after emergency treatment and repatriation.” parachute became tangled; Do insurers provide clear and sufficient information • Cheerleading – £3,922 – back injury; to sports associations regarding the cover they • Hockey – £674 – hit in the face with a are offering? “Yes,” says Mr Faux, “it is a Financial hockey stick.

www.itij.co.uk innovate. educate. debate. educate. innovate.

28 ITIC REVIEW

ITIC Oxford was held on 3 May in The Randolph Hotel, with over 100 delegates that represented all the varied strands of the travel insurance and assistance industry. The agenda refl ected the topics that matter most to the UK’s travel insurers, with a focus on claims, technology and regulation. Simon Calder, the keynote speaker, gave a very engaging presentation that covered consumer expectations of travel insurance, and asked some pertinent questions of the industry with regards to coverage exclusions and limitations. ITIJ and the ITIC organisers would like to thank our sponsors for their support of the event.

3rd May 2012 | The Randolph Hotel International Travel Insurance Journal ITIC REVIEW 29

Consumer expectations and the future of the travel sector

Simon began by talking about customers’ customer, and therefore their expectations are not because of the price of oil. More Britons are driving expectations – they want complete cover, and they being met. to France as it is close and easy to get to, and this want it for free. He suggested that ATOL reform Addressing the problem of pre-existing medical presents a serious risk – much higher than flying. is an opportunity the insurance industry should conditions, Simon said the industry must explain the Other potential issues include the possibility of seize, as if there were a policy that cost £2.50 (the restrictions properly or change the wording. The a Greek default, as electronic payments would same price as ATOL protection) consumers would problem of alcohol and tourists was also mentioned probably freeze and holidaymakers would be welcome it. The industry, though, has work to do – sensible levels of drink need to be defined, as stuck, making it vital that people take cash with explaining the complexities of risk to consumers. ‘under the influence’ in policy wording can mean them. Insurers should prepare for a large number Simon also pointed out that AIG and other US many different things. of travellers who will need help and advice. This insurers still won’t cover Cuba, and that the insurance Simon went on to list things that he would like to summer, Simon added, the European football industry needs to be more transparent about those see covered and for which he would pay more, championship will see people going out and getting sorts of issues. Furthermore, consumers need including cover for schedule changes, airport drunk in the Ukraine, which can bring difficulties, so education about the vagaries of travel insurance, changes, ports of call on a cruise and delays on the industry should be prepared for an influx of calls and they also need clarity on situations such as arrival that can mean missed connections. from tourists who have fallen foul of local laws. The Egypt – which geographic area is it in? It is essential The travel industry is suffering from terrible Olympics, meanwhile, could bring fewer travellers that people are aware of where they are covered economic conditions, so insurers should expect than normal to the UK as they have been told that and there is confusion as some insurers state that airlines to be squeezed due to competition, London transport will be dreadful. The Games will European coverage includes Egypt. resulting in airline failures. Other challenges for the also have an impact on insurers – a no-fly zone over Simon believes that travel insurance rules when industry include complex red tape at airports, which London means delays and congestion in the air. it comes to driving abroad are complex – for could be helped by technology. Simon also thinks The travel insurance industry in general must also example, the small print states that theft from the that more people will start to drive or take the train, be prepared for unexpected events like volcanoes, car isn’t always covered between 8pm and 8am, bus or ferry to their destination, partly because heavy snow and strikes – strikes in particular will be and but this is not effectively communicated to the of airline travel becoming uncomfortable and also more common.

Simon Calder, Senior travel editor, The Independent Travel trends

Miles began by giving some insights into what the risk, but added that cruising is difficult to prepare for spending the same as they would on a 14-night major trends were in 2011, which saw 56 million in terms of emergencies as you don’t know at which holiday, and frequency of travel is good – 10 per trips abroad from the UK, a rise of eight per cent on port someone might get ill or injured. cent of over-55s took four or more holidays abroad 2010. Sixty-three per cent of the population went In the future, larger aircraft like the Boeing 787 have last year. Early and late bookings continue to be a abroad, but there was a shift in destination from the potential to bring long-haul travel to more people feature of the wider travel market and TUI expects North America and rest of the world to Europe. The as it makes long haul more economically viable and booking patterns similar to 2011. Miles then asked: impact of the Arab Spring was also important – as will increase the number of destinations that will be “Could insurance be priced differently if a person Egypt and Tunisia suffered, Europe grew. available from the UK, such as Thailand or South travels within a couple of days of booking – there is Looking forward, the travel trade has predicted that America. It makes one-week long-haul travel more significantly less risk of cancellation for an insurer?” the US, Dominican Republic, Sri Lanka and Colombia feasible, and assistance infrastructure needs to be The all-inclusive sector is a growing market for will all be hot destinations in 2012, as well as Cape prepared for 20,000 more Britons in Thailand, TUI, and Miles asked if insurance could be priced Verde, Jordan, Turkey, Poland, the Ukraine (European urged Miles. differently as they present a different risk to the Championship football), and Tunisia. TUI’s traditional When it comes to the duration mix, the last 10 years insurer – they don’t rent cars, activities are supervised favourites include Spain, Mexico, Turkey, and up and have seen a huge change, thanks to independent and the environment is more controlled. But he coming Croatia and Cape Verde. Miles suggested that travel and self-packaging of holidays. Ten or 11-night recognised that all-inclusive costs make it more insuring travellers by country could better analyse holidays are more popular, although customers are difficult to assess value of loss. Miles Briggs, Financial services, TUI UK

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Burning issues with claims This session was presided over by Fiona McDonald of Opera Underwriting and Gary Edmondson of AVID Insurance Services Ltd, who were able, through their expertise and experience, to respond to the concerns raised by claims personnel from an underwriter’s point of view. The CEGA Group presentations were provided by video link, enabling the moderators to address the issues that were being highlighted by the claims staff immediately, making for a lively and interactive conference session.

s an industry, said Carol, everyone works together that effective working agreements can help save A to try and improve processes, policy wordings time spent on contribution requests. Recoveries, and definitions, and fraud efforts. When it comes she added, are an issue – while there are now to seeking a contribution from other companies, agreements with other companies, communication though, we become distrustful of each others’ ability is slow, and there is always a backlog. When to properly asses a claim. There is a lack of resources considering the cycle time of contributions made in this industry, and too much time is often spent on and received, it seems that as an industry, people the wrong issue. For instance, Carol believes that too go back and forth challenging others companies’ much time is spent on baggage claims, and that the decision to pay a claim. Another debated point Personal Effects Insurance Contribution document is whether the contributor insurer accepts in needs updating – it was designed to make life easier good faith a claims handling decision from the but if it isn’t doing that, then it needs to go back to the primary insurer. Carol said: “We need to trust the Association of British Insurers (ABI) for more work. experts in our sector that have the knowledge and AXA likes to fast track certain claims, but the expertise.” In her opinion, time is better spent Carol Sanderson, recovery process the industry has created encouraging change to current processes and Lifestyle claims and technical and prevents them from doing this and from helping working to implement new agreements for the innovation leader, genuine customers faster because they have to industry, rather than fighting for a few pounds for AXA Insurance present documents and receipts. Carol suggested personal effects claims.

Fiona McDonald, teve’s main issue with claims is confusion about policy that doesn’t cover cancellations. Underwriting director, Sthe travel delay section of the policy. Most people Gary Edmondson’s (GE) answer: Lots of policies Opera Underwriting believe that the cover goes from door to door, but do provide cover for delays, and this is because this is not the case. Problems can be caused when customers expect it and their demands have to be Gary Edmondson, internal flights are delayed or cancelled and people met. The travel delay benefits are not huge, and Director, don’t know what they can and can’t claim for – for are affordable to travel insurers. Insurers, he added, AVID Insurance Services Ltd example, they will try and claim for a hotel when have to be flexible and recognise when a market is the cover only provides for food. People booking changing and adapt to it. independently can cause problems as it can be Fiona McDonald’s (FM) answer: Variations in policies harder to claim compensation back from providers, about travel delays reflect the price. She has witnessed so travel insurance comes into play. More flights are a habit among some low-cost airlines of cancelling being cancelled in today’s world, which is usually return flights to the UK at the last moment, leaving Steve Marshall, covered, but policies are sometimes being limited passengers stranded, so she has underwritten cover Ops mngr claims & medical risk assessment, downwards and the public will often opt for a cheap for cancellation, but it does come at a higher price. CEGA Group

ryony’s main problem with claims is the issue GE: It’s a recurring problem to get people to Bof personal possessions – customers aren’t read the policy. The industry has become more aware of the terms and conditions and limits of the transparent about the policy limits in recent years, policy. The average limit for valuables is about £400, but at the same time people now have higher which is low in comparison to what people take expectations of the insurance. It is vital, he said, with them on holiday, such as laptops and iPhones. that expectations are better managed at the point Depreciation for wear and tear means the customer of sale. There is also an issue of fraud when it may not be able to replace the item they have lost, comes to personal possessions. The limit value is and furthermore as most customers assume the tricky – you can underwrite an add-on to the policy policy is on a ‘new for old’ basis, many are surprised specifically for gadgets, but people have to pay the when they find this is not the case. additional premium.

Bryony Powell, Claims & med. risk assessment team mngr, CEGA Group

International Travel Insurance Journal ITIC REVIEW 31

common problem Adam has seen is a lack that the questions being asked by insurers need to be Aof understanding when declaring pre-existing very clear and have yes or no answers, which is not medical conditions. CEGA found that the three key happening at the moment – the point of sale process errors are declaration of a condition, customers has to be clearer for consumers. The doctor issue is being told by their doctor that they are fit to fly, one that bothers the whole industry – doctors don’t and third-party medical conditions affecting travel. realise how much stress travel can cause, especially There is a serious lack of knowledge, awareness if a trip goes wrong, so the industry needs to get this and understanding and customers don’t realise the message to doctors. Fiona doesn’t think that third- importance of reading the medical part of the policy. party conditions are overly complex – in policies that If a doctor advises a customer they are fit to travel she underwrites, there is blanket exclusion of certain then that’s great, but neither the doctor nor the medical conditions that would affect travel. It is patient know that the customer still needs to go unreasonable, added Fiona, to expect a policyholder through a medical risk assessment. to know intimate details of another person’s health FM: An important part of a medical risk assessment is and medical condition. Adam Krum, Customer services quality and technical manager, CEGA Group

endy surveyed her claims and technical staff communication is essential to the claims process Wto find out which issues affect claims the – if the complaints department communicate with most. The first area of concern was policy wordings, underwriters, complaints can be better controlled. which 85 per cent of staff felt are too formal, and 76 Wendy said that 58 per cent of staff think that per cent felt are too long – it’s too much to expect communication is a two-way street – claims customers to read it all – while 71 per cent of staff departments see issues before they become felt the limits and excesses can be confusing, and that complaints, and can highlight particular problems to the limits are too low. underwriters. The next area of concern was the actual claims Wendy believes that as an industry, travel insurers process. Seventy-nine per cent of staff felt the claims need to maintain a constant review of policy process was too involved and 63 per cent felt that it wordings, make regular reviews of claims processes, was too complex, and that asking for every receipt make sure that medical screening helps the claims for every item is a little unfair, as no-one keeps all process, and ensure that communication between their receipts. Fifty-eight per cent felt that claims complaints and underwriting departments is forms can be too lengthy for certain claims – for maintained. example, if a travel delay claim comes in for £30, is it really necessary to fill out a three-page form? FM: Regarding concerns over policy wording, A major area of worry is medical screening – 84 per sometimes making language less formal makes cent of staff think that it’s not comprehensive enough, it longer, which makes the situation worse for with the same questions being asked of different age consumers trying to plough through a detailed policy. groups, so risk is not properly assessed. Fifty-eight One possible avenue forward would be for insurers per cent felt that screening does not complement to cut out the ‘silly’ benefits to try and keep policies the claim – there are situations where the customer short. Communication, she agreed, is absolutely has declared a condition and a claim is made, but vital and needs to be better. She added that any Wendy King, the reality of the situation is a lot more complex than underwriter not listening to their claims handler is Technical claims manager, originally thought because the right questions were ‘nuts’. Travel Claims Services not asked at point of sale. Thirty-four per cent of GE: Gary was in wholehearted agreement that (part of INSURE&GO) staff think that screening is confusing for customers there needs to be a degree of common sense in the as it can be unclear how much information they industry – some insurers keep departments separate, should disclose. but for no good reason that he could see. Claims A final note of concern is the lack of communication handlers, in his opinion, could be given more power between the complaint and underwriting to use common sense to make more decisions departments. Eighty-eight per cent felt before a situation escalates.

tuart’s presentation, delivered on his behalf charges, taxes and supplements levied by airlines Sby Julie Remmington, explained that through have added to this issue, especially regarding what understanding the root causes of received airlines will and will not refund, or what they should complaints, it’s easy to see the main driver of be refunding but choose not to. Claims handlers can claims complaints, which tends to be with policy be limited in this respect by data protection laws, exclusions or conditions. Other complaints relating which state that the airline can only speak to their to policy cover tend to fall into two areas – for customer directly. verbal complaints, it is the understanding of what Regarding written complaints, Julie noted that documents need to be presented for the claim, and complaints for cover provided under the medical for written complaints it is specific section cover, expenses section of policies remain the same. There most predominantly under the ‘medical expenses’ is a lack of understanding by consumers about what and ‘hospital benefit’ sections of the policy. they need to make a claim, confusion is often caused One of the main claimed-on sections of travel by statements such as ‘claims for additional expenses’ insurance policies is the ‘cancellation’ section, and in in policies, which is somewhat vague. the past, substantiation for not going on a trip due to At the end of the session, all the panellists and a listed peril required no more than the cancellation moderators were in agreement: as an industry, the invoice supplied by the travel agent. However, as travel insurance sector needs to improve the point Julie Remmington presented on behalf customers move away from the traditional travel of sale process as most of the issues detailed in the of Stuart Smerdon, Claims operations agent to the Internet, direct booking has increased, session could be avoided by more detailed selling of manager, Preferential and thus so has the amount of information required the policy. The bottom line is that underwriters have to substantiate claims. Additional factors such as to listen to claims handlers – communication is vital.

www.itij.co.uk 32 ITIC REVIEW

Technology and the moderisation of the travel insurance industry

Yesterday, today and tomorrow – a marketing update for the travel insurance industry

teve explained that there is little consumer trust should ensure their brand has reputation, respect, they have to listen to consumers. Sheld in insurance companies, mostly due to the differential and proposition. When brands are tarnished, Steve said that the key engagement tools that can perception that ‘they find any reason not to pay’. companies can really suffer, so what is promised must be used to communicate with customers are email, Consumers also find insurance far too complicated, be delivered, and there are other connected concerns video, podcast, social media, blogs, forums and and they often feel caught out by small print, which when thinking about brands – a company must show mobile phones. They are all used en masse by creates the impression that insurers aren’t there itself to be innovative, and pricing, promotion and d consumers and they must be used in a way that when people really need them. istribution are all connected to the brand. encourages two-way communication. The best In the past, claims inspectors used to deal As retailers, travel insurers are judged by consumers way of selling is to listen, and in the future insurers with customers face to face, creating personal against every other product and service they buy, will need to use social media and embrace new relationships, whereas now there is a greater and consumers nowadays have greater power technologies that benefit consumers. distance between customer and company. through the Internet and social media channels. They In his conclusion, Steve explained that active brand Products are also more varied and there are are more aware of the art of claiming and publicity, management takes work. Companies must learn more insurers. But the main change, Steve said, and are more comfortable with public platforms about how things work in different promotional has been with the public – the product is still the and pressure groups, while insurers have yet to environments, and not be afraid to innovate. While same but the audience has changed dramatically, appreciate this shift in power. This is something your brand may not be ready for an app, use other Steve Manton, and many insurers haven’t credited the switch that that insurers need to understand, because it affects new media, and bring it back to the consumer Founder, has happened. the marketing approach. There is now a two-way – listen to and engage with your customers, and Manton and Associates The lack of trust comes back to the brand – companies communication stream, and insurers must realise that connect your brand to what they feel and say.

How can innovations in technology support advancement within travel insurance?

hatever the nature of the challenge, said Lance, is increasing significantly for the travel industry, and people to see what worked for them. Wthere will be a technological solution. Applying with younger customers, the opportunities are easier Lance then offered several examples of technology said technology to whatever the customer wants is through advertising on Facebook etc. One reason and computer program that can speed up front vital – they are in charge. There are millions of global that people might not go online to buy travel cover, and back office techniques, including Graphtalk and travellers, and we know – from using technology – however, is that they already have it – for example as Magenta. It is vital that companies do not forget the where they are going. For example, most UK tourists part of a bank account. personal effect, though – staff are vital and people and go to Spain. The more ‘normal’ holidaymakers are the Lance pointed out that whatever (or whoever) makes technology need to work together, so it is important ones who will utilise technology, not the adventure it easiest for the customer wins – the Ryanair package that companies have a good governance model and tourists who can’t get mobile reception in the Andes. is very attractive to consumers because it is simple, as is assign responsibility to certain departments. People So technology can’t reach everyone, but it can still offer bank account-provided travel insurance. Such simplicity matter more than technology, but technology can Lance Grant, a competitive edge. will then gain customer loyalty: people become devoted enable people to do their jobs more effectively. Finally, Senior vice-president, operations and IT, Cost, though, is always a consideration, and travel to their service provider through loyalty schemes, which Lance said that technology needs to be driven by the ACE European Group insurance works on small margins. Internet traffic gives insurance companies an opportunity to question customer experience, not by what the insurer wants.

How the insurance industry can use social media in an innovative way

ames began by addressing the risks associated would pay to wait and learn before getting involved. while potential customers can be targeted directly Jwith social media – is there a danger you could You need a strategy. through sites such as LinkedIn. The customer get caught out if you do it too early? Companies Why is social media important? One reason is that information is out there, you just have to leverage can be recognised for their efforts to do something many consumers won’t experience travel insurance it for your business needs. At the claim stage, social new, but for most travel insurance firms, it can be first hand, so they go online for opinion and advice on media can stimulate reviews that can be generated dangerous to be the early bird. For example, making product differentiators, brand and trust. Social media into a company’s website. At the post-purchase something viral is very difficult and companies are has the tools to answer this need as it is about sharing stage, social media can help to identify and activate actually more likely to fail than succeed, as it can content, and review sites and advice are a huge part of company advocates – there are programs that help be difficult to tie in what a company really wants to that – consumers trust reviews they read online. to identify potential influencers. say with a viral message. James’s advice would be Regarding the use of social media to make a As an example of an insurance company showing James Lubbock, to stop, wait, plan, learn from others and then get difference, James said companies could build innovation, he used the case of German company Account director, involved. If the industry feels the need to embrace awareness of their product among customers and Friendsurance, which is using a social model for Fresh Networks social media then rather than jumping in quickly, it others through app development and competitions, insurance coverage.

Utilising mobile phone technology

martphone penetration in the UK currently Everything will be on the phone – it will be a virtual examples of solutions that are currently being Sstands at over 50 per cent, and by the end of wallet and travel ticket. built, or are used already: free travel organiser app 2012 it is thought that it will reach 70 per cent, with Manjit went on to say that while Amazon and eBay WorldMate, for example, is already in. One concept close to 100-per-cent penetration by 2015. It’s a are hugely successful mobile sites, it is important still in development is Travel Wallet, which similar mass market platform – more people now access that companies don’t rush – a bad app can do to WorldMate but with a travel insurance angle, the Internet through their phone than by computer, more damage than no app at all, and customers and contains a traveller’s itinerary, travel documents and users check their phones for 30 seconds about won’t trust you if you fail once and try again. Manjit and emergency support. Today’s consumer is about 35 times a day. To customers, smartphones offer cited the failed car accident apps from insurers as look and feel, so an app has to look slick as well everything they want in one product, and the an example. as perform the job. Manjit also showed a ‘claims growth of smartphones is affecting other industries. Some of the challenges faced by the insurance doctor’ app – the client takes a photo of an injury, For Kodak and tomtom this has been negative, industry, such as commoditisation, fraud, expense for example an insect bite, and sends it back to the but good digital camera manufacturers are seeing control and customer complaints, can be helped by insurer for authorisation, clinic direction and direct Manjit Rana, positive results. In the future, smart phones will help apps and smartphones. Smartphones can become payment, all the while offering Google Translate to Founder and director, your customers find, purchase, control and manage an insurer’s eyes and ears at the point of customer ensure smoother communication between patient Ingenin Limited products and services, including travel insurance. need and claim. Manjit then gave delegates and doctor. International Travel Insurance Journal ITIC REVIEW 33

Medical screening and the impact of the Consumer Insurance Disclosure and Representations Act

in the group are no longer affected by one person’s the call handler, so there is pressure on call duration misrepresentation. and conversion targets, although it does offer an Judith urged insurers to look at point of sale opportunity to identify hesitancy via telephone questions, adding that distribution partners need to behaviour. understand the importance of the questions too, Healix’s risk rating best practice guidelines stipulate and at renewal, consumers need to know it is a that a copy of the completed medical screening new contract and circumstance changes need to be record with all questions and answers are sent disclosed. At the claims stage, training is necessary for to the customer for review. On renewals, Paul handlers to allow them more freedom to investigate recommended that insurers view the customer as whether a misrepresentation was reckless or not. pre-contract, so a brand new medical screening Challenges going forward include how the Act will process should be undertaken. interface with other regulations, how tribunals such as the courts or the Financial Ombudsman Service (FOS) will interpret the new Act, and a consistent Krish Shastri, understanding across the industry. Managing director, InsureCancer Krish began by offering the context and background of the Act, in terms of both regulatory change and legislative change. The Financial Services Authority “The Act changes (FSA), he said, is to become newly intensive and engage in intrusive enforcement of rules, while the the consumer’s Financial Conduct Authority (FCA) is the newly introduced regulator, meaning that insurers will duty to disclose be dual regulated. The FCA is not an economic regulator, but it will be ‘interested’ in prices, and it Judith Crawford, information” will also be true to its obligations on the Equality Act. Policy adviser, regulation and distribution, This is a problem for InsureCancer as the company is financial conduct regulation directorate, technically in contravention of the Equality Act, but in Association of British Insurers (ABI) reality it differentiates rather than discriminates. The Judith gave delegates background information on the Paul Beven, Equality Act offers a very wide definition of ‘disability’ Act, which is one year from implementation. The Owner, – cancer is included, and it states that insurers cannot last major change in insurance regulation, she said, Healix Group of Companies rely on stereotypes or generalisations. came over 100 years ago with the Marine Insurance The impact of the Act on medical screening will be The Consumer Insurance Act deals with pre-contract of mind when they forgot to disclose their condition, Act of 1906, although there have been attempts at significant as it will change pre-contract behaviour, disclosures, however, once the contract has been and there are other conflicts too, exemplified by change, including the Financial Ombudsman Service, as well as affecting mid-term adjustments and made, the duty on the customer to disclose ends. the different definitions of ‘terminal’. Furthermore, Law Commission Review and ABI Code of Conduct, renewals. A lot of the Act, said Paul, is what the This affects the sales process because the insurer Krish warned, there are language issues – if the caller all of which have contributed to the development industry already does as best practice, so it could has to ask all the necessary questions before the does not have a good level of English, the onus is of the Act. Moving on to why it is needed, Judith be that the biggest impact is felt on the claims side, sale, and in doing so it must be sensitive to the on the insurer to come up with a contingency plan, explained the reasoning – customers were seeing rather than the pre-contract side. He then went customer’s conduct or state of mind. Krish was but what are they supposed to do? Insurers can claims rejected and the resulting press coverage was on to discuss the classifications and outcomes of particularly concerned about this aspect of the Act, as no longer rely on post-contract documentation to harmful to the industry, so the ABI Code of Conduct misrepresentations, addressing the issue of to whom a customer could say they were not in a good state sanitise a transaction. was introduced and since then claim rejections due the insurer has to prove The effect of the Act on the claims process is that the to non-disclosure have fallen dramatically. that the customer’s ‘if in doubt, decline’ approach is no longer effective. The Act changes the consumer’s duty to disclose misrepresentation was When the Act is enacted, the handler must decide information, and is replaced by a duty on the part of ‘reckless or deliberate’. on the category of misrepresentations, and they the consumer to take reasonable care not to make At the moment it is must decide it in the knowledge and context of the a misrepresentation. Consumers no longer have a the FOS, but it could sales process and the customer’s state of mind at duty to disclose anything that they have not been equally be the court. that time. asked. For claims, this means that the handler must Paul believes first check that that ‘careless the consumer misrepresentation’ from has fulfilled consumers will cause their duty “The impact the most problems “The Act is a at the point for the industry, as the of sale, and on medical proportional remedy is game changer” whether the complex and removes insurer has some of the insurer’s been ‘induced’ screening will flexibility. One issue into making he highlighted was: the contract. be significant” “Does the claim have InsureCancer prices individually for each customer, If there was to be related to the so the proportionality issue becomes even more ‘deliberate medical condition that complex, as there is no price list connected to or reckless was not declared? complex medical conditions to check how much the misrepresentation’, a company can void the policy This complicates the company would have covered. and keep the premium. If the non-declaration is proportionality issue The complaints process is changing later this year, deemed ‘careless misrepresentation’, a proportional even more.” and if there are three options to choose from at the remedy is made based on what the insurer would Paul then moved on to claims stage, then the customer will know that and have done had the consumer complied with their address online versus will be more annoyed if they can insist that their duty. The proportional remedy is split into three offline screening. non-disclosure wasn’t reckless. Krish believes more options: if the risk would not have been taken When online, the complaints will come when an insurer stands their on, the insurer can void the claim and return the onus is entirely on the ground. premium; if other conditions would have applied, the consumer, so it is vital The Act, he concluded, is a game changer. It insurer can apply these to the claim; and if a higher that there are clear, presents the need for speedy process re-engineering premium would have been charged, the insurer can concise, unambiguous from sales to claims departments, it will have an reduce the claim by a proportionate amount. Other questions. Offline adverse impact on costs through documentation and changes include a ban on ‘basis of the contract’ screening is more reliant retraining, and it will also have an adverse effect on clauses and group insurance – other policyholders on interpretation from claims and loss ratios.

www.itij.co.uk 34 ITIC REVIEW

ITIC Oxford concluded with a three-course gourmet dinner, accompanied by the comedy stylings of some of the UK’s top comedians. ONE NIGHT Stephen Grant did a fantastic job hosting the event, while Geoff Norcott got the audience chuckling, and rounding off the evening was IN OXFORD Addy Van Der Borgh. THURSDAY 3RD MAY COMEDY NIGHT LINE-UP

International Travel Insurance Journal ITIC REVIEW 35

www.itij.co.uk 36 ASSISTANCE&HEALTHCAREWORLDMARKETS

Swiss charm

witzerland receives around eight million Think Alpine peaks and chocolate box chalets, long attracted the great and the good of European the richest countries in the world, with a GDP of foreign tourists every year. Many of 250 ski resorts, raclette and Heidi. With such society: in fact, Robert Louis Stevenson was $638 billion last year, according to The Economist; Sthese pass through without incident, unmistakable national icons, it’s not surprising reported to have finished Treasure Island whilst and it is something of a tax haven. Unsurprisingly enjoying the country’s majestic landscape that so many tourists visit Switzerland each year. taking the air at a sanatorium in the Swiss then, it had the highest concentration of high- and snowy peaks, but for those that find And tourists have been flocking here for mountains. net-worth individuals – one in 30 – of any themselves in need of medical treatment, their health for a good Actually, a number of Swiss resorts, such as St country in the world in 2009. what does the country have to offer, and what few centuries. Moritz and Davos, were medical destinations With so much wealth sloshing around, it is can assistance companies Switzerland well before they became the luxury ski resorts not surprising that the US State Department expect when has they are better known for today. Now, medical dealing with local tourists to the country spend as much as CHF1 hospitals and billion (CHF1 = €0.83 or US$1.06) per year, clinics? Tatum according to some estimates. the US State Anderson Switzerland may be popular with finds out tourists, but it is also attractive to Department expatriates. Almost 1.8 million have made Switzerland their believes that permanent residence to date. In a country with Switzerland has 7.7 million inhabitants, that’s a fair proportion one of the best of the population. Many work in health systems the country’s international finance industry, for instance, believes that Switzerland has one of the best or for the health systems, an accolade it reserves for very United Nations; few countries indeed. Visitors and inhabitants are but Switzerland is certainly well looked after by the health system. particularly attractive to such While there are concerns about shortages of foreigners, in part, because of the nurses in many European countries, Switzerland high standard of living. It is one of has almost twice as many nurses per 1,000 of International Travel Insurance Journal ASSISTANCE&HEALTHCAREWORLDMARKETS 37

Claraspital in Basel specialises in gastroenterology, and Klinik Gut, based in St Moritz and offering 24-hour emergency care and a trauma centre, specialises in orthopedics.

Access to care With the three official languages of Switzerland being French, German and Italian, hospitals are generally able to deal with foreign visitors and multiple languages. That includes English and Arabic in many places. As the majority of visitors to the country are from Germany, the UK, the US, France and Italy, this means that the communication channels between patients and hospital staff are made easier from the outset. Assistance companies generally report that over-treatment and over-charging are not prevalent issues in Switzerland, and that hospitals and clinics are fairly easy to deal with. Says Philippe Geyer, business development manager Switzerland for Allianz Worldwide Care: “[In private clinics], billing and administration is perfectly compatible with international insurance companies … [However, in public hospitals], their procedures are usually not very ‘foreign friendly’, in particular billing and treatment guarantees.” He points out, though, that some public hospitals, in cantons such as Neuchâtel – which is at the heart of the micro-technology and Swiss charm high-tech industries, and where, since 2008, over 30 per cent of the population have been resident foreign nationals – have no problems in dealing with foreign-based insurance companies.

to pay for every 30-day period – CHF92 for Up-front payment for visiting a doctor (general adults and CHF33 for children. This sum is not practitioner) registered within the Swiss health It’s unusual for refundable in Switzerland, although different system is expected from those using an EHIC. countries will make their own arrangements to Patients must pay the full cost for treatment and many assistance reimburse travellers when they return home. services and claim a refund at the Gemeinsame companies to place a patient into a private hospital unless explicitly requested

population as the average across the Organisation of Economic Cooperation and Development (OECD), a rich country’s group, and more doctors. In addition, it has a higher number of hospitals per head of population than most rich So, when a visitor does fall ill or sustain an injury, countries in the world (more than 41 hospitals where are they taken? It’s unusual for many per million persons compared to an OECD assistance companies to place a patient into a average of 30 hospitals per million). private hospital unless explicitly requested. Private Indeed, there are 314 hospitals in Switzerland – healthcare is bypassed largely because the quality of which around 40 are major hospitals and 185 of public health is good enough, according to specialist centres. Interestingly, some of the best Wolfgang Seeger, operations manager for medical hospitals are public ones. There are five University assistance at Medicall, which provides assistance hospitals, for instance, in Switzerland’s largest for several insurers. He says: “To be honest, there cities – Geneva, Bern, Lucerne, Zürich and Basel is no medical reason for focus in private hospitals – that all have a good reputation. The University for international patients.” Hospital in Basel has over 50 clinics, polyclinics But even in the public sector, good quality doesn’t and institutes. University Hospital Zurich boasts come cheap. In Switzerland, there is no free 6,200 staff and sees around 200,000 patients a health service. Indeed, the country’s health system year. Other recommended public hospitals are is one of the most expensive in the world. “[In within the cantons, Switzerland’s 26 autonomous Switzerland], costs [in public hospitals] are much federal regions, although the spread of so-called lower than in private clinics, but still expensive cantonal hospitals is uneven, so some of the compared to other European countries such as smaller cantons may only have one or two public France and the UK,” explains Geyer. hospitals to choose from. Along with Norway, Switzerland spends more In addition, there are a number of private on health per citizen than any other country specialist hospital groups such as Swiss Leading apart from the US – around $5,000 per capita Hospitals and Hirslanden Private Hospital in 2009. And tourists must pay their share. Group. The latter comprises 14 hospitals in Those with a European Health Insurance Card 10 cantons, of which eight have emergency (EHIC) are covered for emergency treatment departments. Several of the country’s private in the public ward of a public hospital (no hospitals have specialisms too: Klinik Im Park in semi-private or private wards are covered). Zurich, for example, specialises in cardiology, St However, there is an excess, or deductible, www.itij.co.uk 38 ASSISTANCE&HEALTHCAREWORLDMARKETS

Einrichtung KVG, the Swiss government office CHF748. Similarly, an inpatient appendectomy that co-ordinates sickness payments, or once they at the University Hospital in Zurich will cost return to their home country. CHF3,480, whereas at another hospital in the In addition to these costs, tourists covered by same canton as Zurich, the Cantonal Hospital in the EHIC are expected to stump up half the Winterthur (canton Zurich), this procedure costs cost of ambulances, both land and air. There just CHF2,900. The same procedure in canton is a maximum, however: CHF500 per year is Jura, at the Cantonal Hospital Jura in Delémont allowed for land ambulances and CHF5,000 costs just CHF2,768. for air ambulances, according to the UK’s It is obvious from the excess expected that Swiss Department of Health. Neither is refundable in patients and those without an EHIC or other Switzerland. Importantly, there are no upfront cover face relatively high out-of-pocket payments costs for emergency transportation. Emergency for healthcare. A recent OECD report on health ambulance services are organised by each canton, systems in Switzerland estimates that 31 per cent which tends to operate autonomously. That of all health expenditure is out-of-pocket. That means some may use public as well as private is a significant source of financing for the Swiss companies. Emergency services can be reached by health system. the telephone number 144. And even with the variety of mandatory packages on offer and co-payments required, the Swiss often opt for supplementary healthcare cover. These packages, by law, cannot cover the despite the same services as or provide cost-sharing with mandatory health insurance, however. Instead, wealth of different they may consist of a daily cash-benefit insurance. This type of supplementary package is often taken health insurance by employers on behalf of their employees to assist with their obligation to pay wages in the packages, patients event of illness or hospitalisation. Individuals can also buy supplementary packages that offer don’t necessarily private rooms in hospitals, dental care and alternative medicines. A whopping 88 per cent of get value for money Switzerland’s insured population had at least one supplementary insurance contract in 2007. But despite the wealth of different health insurance packages, patients don’t necessarily get value for money, says a recent report from Insuring the cost of care the OECD. In addition, patients rarely switch All Swiss citizens are expected to purchase a packages, which means there is little competition mandatory health insurance package. By law, and correspondingly higher prices. Things are expats must too. Specifically, any non-resident changing, however. The average number of earning money in Switzerland or who is employed insurers operating in each canton has risen from by a company whose headquarters are located in 38 in 1997 to 59 in 2011. Swiss citizens are now Switzerland must buy an insurance package. The allowed to use inpatient services outside their law regulating such packages, called Loi Fédérale home cantons.The way in which hospitals are sur l’Assurance Maladie or LAMal, came into reimbursed for interventions is also changing force in 1996. from per diem (charges per day) to charges per LAMal-based packages are guided by a strict set case. This new policy, called Swiss DRG, was of rules. Citizens can only buy packages provided introduced this year and is supposed to increase by insurers within their own canton, and the the incentive for shorter stays in hospital and insurers are prohibited from making profits, must ensure that more cases are treated. In other words, take all applicants, and cannot vary costs or reject it promises to encourage hospitals to become applicants on the basis of existing conditions. The more efficient. cost of a basic policy varies only by age. The age Swiss DRG has certainly sparked a debate about ranges of 0-18; 19-25; 26 and above, are defined the pros and cons of these charges in Switzerland, in law. but according to assistance companies like Usually, anyone with such a package must pay Medicall, it’s unclear whether the policy has an excess of CHF300 and then 10 per cent of all improved healthcare efficiencies or changed prices costs up to an annual maximum of CHF700 for for patients. “At the moment, there is no impact adults, CHF350 for a child, and CHF1,000 for on premiums and co-payments. The impact will a family. Some variations are allowed, however: be seen in a few years,” says Seeger.n special packages with lower premiums are allowed for those who opt for a larger excess, which is also For more on the issue of DRG adoption, please called a deductible or franchise à option. Some see ITIJ’s 2012 Hospitals Review. packages offer deductibles as high as CHF2,500. Insurers also offer the health equivalent of a no- claims bonus, where prices reduce annually if no claims for reimbursement are made. And finally, with some insurance policies, if patients agree to go to a specified set of service providers they can also receive a discount – a policy type that is growing in popularity in the country. “[In the last few years], such insurance plans have become more and more popular and are combined with an attractive deduction on your insurance premium,” confirms Seeger. Given that packages vary by age and that patients can opt for different deductibles and services covered, there are an enormous variety of health insurance packages on offer. And because each canton runs its own hospitals, prices for treatment vary widely too. This means that exactly the same procedure can cost different prices both within and between cantons. For instance, an outpatient colonoscopy in canton Schwyz costs CHF617 but in canton Waadt, the cost is higher at International Travel Insurance Journal CATEGORY KEY CLAIMS MANAGEMENT INSURERS MEDICAL ESCORT ON AIR AMBULANCE CLAIMS SUBROGATION COMMERCIAL AIRLINE AIR AMBULANCE COMMERCIAL REPAT INTERIOR SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE CRITICAL CARE SOLUTION PATIENT TRANSPORT MEDICAL SCREENING ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALISTS HEALTHCARE CLINICS TRAVEL AGENTS WEB & DESIGN COST CONTAINMENT HOSPITALS SERVICES 40 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

AMREF Flying Doctors ) Medic’Air International 每递安国际 Dr Bettina Vadera – Medical Director Dr Huaqun Gao – Medical Director Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA

tel: +254 20 6000 090 email: [email protected] tel: +86 2163 558289 email: [email protected] (AFRICA) fax: +254 20 344 170 website: www.amref.org fax: +86 2163 558285 website: www.medic-air.com

Assistance Médicale Africaine Medical Wings AUSTRALASIA

Docteur Hage – Général Manager ( Dr Sura Jaidwatee, M.D. – Medical Flight Manager AIR AMBULANCE AIR AMBULANCE 222 Room 3259, Bangkok International Airport, Viphavadee-Rangsit Rd, Box 9962, Libreville, Gabon, GABON Sikan, Donmuang, Bangkok 10210, THAILAND 24/7 tel: + 241 07 88 80 80 email: [email protected] tel: +662 247 3392 email: [email protected] fax: + 241 44 10 20 website: amafrique.com fax: +662 535 4355 website: www.medicalwings.com

Netcare 911 International ADAC-Ambulance Service Jacques Pienaar – Fixed Wing Operations Manager Robert Glueck – Marketing & Sales Director Riverview Park, Janadel Avenue, Midrand, SOUTH AFRICA Hansastr. 19, D - 80686 Munich, GERMANY

tel: +27 10 209 8392 email: [email protected] tel: +49 89 76 76 52 85 email: [email protected] fax: +27 10 209 8405 website: www.netcare911.co.za (EUROPE) 24h Alarm: +49 89 76 76 50 05 website: www.adac.de/ambulance

West African Rescue Association Air Medical Ltd Florian Zagel – Managing Director Glenn Salt – Director of Operations Klotey Cresent 6, North Labone, Accra, GHANA Oxford Airport, Kidlington, Oxfordshire OX5 1RA, UK

24hr tel: +233 243 666 111 email: [email protected] tel: +44 1865 842 887 email: [email protected] tel: +233 302 781 258 website: www.westafrican-rescue.com tel: +44 1865 370 642 website: www.airmed.co.uk ) AIRGURUS Ltd. Co. Alpine Air Ambulance AG Capt. Harry Lero – President & CEO Peter Meierhans – CEO Delta Air Hangar, General Aviation Area, Manila Domestic Airport, P.O. Box 233, CH-8058 Zürich Airport, SWITZERLAND Pasay City, 1300, PHILIPPINES 24/7 tel: +632 781 0727 email: [email protected] tel: +41 44 813 09 09 email: [email protected] +63917 596 6288 website: www.airgurus.com 24/7 tel: +41 44 813 10 10 website: www.air-ambulance.ch AUSTRALASIA

( AeroMed Asia Inc. Augsburg Air Ambulance Cindy Wong / Lorraine Paul – International Account Management Roland Schoberth – Director SINGAPORE BANGKOK THAILAND Roseggerstr 17, D-86368, Gersthofen, GERMANY

tel: +603 7965 3883 email: [email protected] tel: +49 821 299 1020 email: [email protected] fax: +603 7629 8810 website: www.aeromed-asia.com tel: +49 821 299 2030 website: www.ambulanzflugdienst.de

AirMed International LLC Capital Air Charter Jeffrey T Tolbert – President Lisa Humphries – Sales Director Airport World Trade Center, 1 Sky Plaza Road, Hangar 68, Exeter International Airport, EX5 2BA, UK Hong Kong International Airport, HONG KONG tel: +852 3756 3680 email: [email protected] tel: +44 845 055 2828 email: [email protected] fax: +852 3756 3681 website: www.airmedasia.com fax: +44 1392 350 039 website: www.capitalaircharter.co.uk

CareFlight Group DRK Assistance Brendan Turgiev – Retrieval Services Manager Andreas Speich – Managing Director AUSTRALIA and NEW ZEALAND Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

24/7 (int) tel: +61 7 5553 5955 email: [email protected] tel: +49 211 301805-0 email: [email protected] fax: +61 7 5553 5965 website: www.cmsairambulance.com.au fax: +49 211 301805-21 website: www.drkassistance.com

CareFlight International European Air Ambulance Paul Smith – National Manager Patrick Schomaker – Director Sales & Marketing Westmead Hospital Campus, PO Box 159, Westmead, NSW 2145, AUSTRALIA 175A, rue de Cessange, L-1321, LUXEMBOURG

tel: (+61) 2 9893 7683 email: [email protected] 24hr tel: +49 711 7007 7007 email: [email protected] fax: +61 2 9689 2744 website: www.careflight.org fax: +49 711 7007 7009 website: www.air-ambulance.com

Flying Doctors Asia Euro Link Prithpal Singh – CEO , Director Dr. Friedrich Renner – Aeromedical Specialist / Medical Director 313 Old Bird Cage Walk, #01-15/02-16, Seletar Airport, General Aviation Terminal, 85356 Munich Airport, GERMANY SINGAPORE 24hr tel: +65 9297 7757 email: [email protected] tel: +49-89-6137 2103 email: [email protected] fax: +65 6483 5407 website: www.flyingdoctorsasia.com fax: +49-89-6137 2106 website: www.FlyEuroLink.de

Hope Medflight Asia Pte Ltd FAI – rent-a-jet AG Dr Charles Johnson – Medical Director Volker Lemke – Director Sales & Marketing 2 Loyang Lane 03-01, Singapore 508913, SINGAPORE Flughafenstrasse 100, D-90268 Nuremberg, GERMANY

24hr tel: +65 6100 1911 email: [email protected] tel: +49 911 36009 31 email: [email protected] fax: +65 6400 5254 website: www.hope-flight.com fax: +49 911 36009 59 website: www.rent-a-jet.de

CATEGORY KEY CLAIMS MANAGEMENT INSURERS IFRA Assistance GmbH – Austria AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Mr. Christian Steindl M.D. – CEO AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING IFRA Assistance GmbH, Schießstattring 21, A-3100 St. Pölten, AUSTRIA ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE tel: +43 (0) 2742 49 11 email: [email protected] CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS fax: +43 (0) 27 42 89165 website: www.ifra.at COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES

International Travel Insurance Journal call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 41

) Jet Executive International Charter Global Jetcare, Inc. Irena Dimitrijevic – Marketing & Sales Bart Gray – President Mündelheimer Weg 50, D-40472, Düsseldorf, GERMANY 16479 Runway Drive, Brooksville, FL 34604, USA “Homebase FRA & MUC” tel: +49 211 602 7775 email: [email protected] tel: +1 352 799 7771 email: [email protected] EUROPE

( fax: +49 211 602 77766 website: www.jetexecutive.com fax: +1 352 799 7776 website: www.globaljetcare.com

Malteser Service Center (N. AMERICA) JET ICU Johannes Hoischen – International Network and Repatriation Mike Honeycutt – President AIR AMBULANCE AIR AMBULANCE Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY 2561 Rescue Way, Brooksville, FL 34604, USA

tel: +49 221 98 22 333 email: [email protected] tel: +1 352 796 2540 email: [email protected] fax: +49 221 98 22 339 website: www.malteser-service-center.de fax: +1 352 796 2549 website: www.jeticu.com

Mayoral Executive Jet Latitude Air Ambulance Juan Carlos García Caparrós – Commercial Director Jeff McIntosh CANADA Dominguez Toledo S.A., 118 La Orotava, Malaga 29006, SPAIN USA tel: +34 952 048 609 email: [email protected] tel: +1 289 426 1133 email: [email protected] fax: +34 924 048 612 website: www.mayoralaviation.com fax: + 1 289 426 1134 website: www.latitude2009.com

Medic’Air International LIFESUPPORT Patient Transport Dr Herve Raffin – General Manager Graham Williamson – CEO 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE #9-1009 Allsbrook Road, Parksville, British Columbia, V9P 2A9, CANADA

tel: +33 141 72 1414 email: [email protected] tel: +1 250 947 9641 email: [email protected] fax: +33 148 57 1010 website: www.medic-air.com fax: +1 877 288 2908 website: www.LifeSupportTransport.com

North Flying a/s Skyservice Air Ambulance Jesper Kragelund – Sales Manager David Ewing – VP International Business Development Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), North Flying Terminal, Aalborg Airport, DK-9400, Nørresundby, DENMARK H9P 1A2, CANADA tel: +45 9632 2900 email: [email protected] tel: +1 514 497 7000 email: [email protected] fax: +45 9632 2909 website: www.northflying.com fax: +1 514 636 0096 website: www.skyservice.com/airambulance

Redstar Aviation AIMS Dr. Mustafa Atac – CEO Bernadette Breton – Managing Director Sabiha Gokcen International Airport, J Blok Kurtkoy, 34912 Istanbul, TURKEY Private Bag X5, Benmore Gardens 2010, Johannesburg, SOUTH AFRICA

tel: +90 216 560 0 772 email: [email protected] (AFRICA) tel: +00 27 11 783 0135 email: [email protected] fax: +90 216 560 0 770 website: www.redstar-aviation.com fax: +00 27 11 783 2950 website: www.aims.org.za

Swiss Air-Rescue (Rega) AMREF Flying Doctors Stefan Becker – Head of Corporate Development Dr Bettina Vadera – Medical Director Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +41 44 654 33 11 email: [email protected] tel: +254 20 6000 090 email: [email protected] fax: +41 44 654 33 22 website: www.rega.ch fax: +254 20 344 170 website: www.amref.org ASSISTANCE COMPANIES ASSISTANCE

Tyrol Air Ambulance Assistance Médicale Africaine Jakob Ringler – Managing Director Docteur Hage – Général Manager PO Box 81, A-6026, Innsbruck Airport, AUSTRIA Box 9962, Libreville, Gabon, GABON

tel: +43 512 224 220 email: [email protected] 24/7 tel: + 241 07 88 80 80 email: [email protected] fax: +43 512 288 888 website: www.taa.at fax: + 241 44 10 20 website: amafrique.com

Aero Jet International CONNEX Assistance Stuart Hayman – President Dr. Helmy El Tanahy – CEO 4631 NW 31st Avenue, #220 Ft Lauderdale, FL 33309, USA Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EYGPT

tel: +1 954 730 9300 email: [email protected] tel: +202 3 336 0005 email: [email protected] fax: +1 954 485 6564 website: www.aero-jet.com fax: +202 3 762 0003 website: www.connexassistance.com

Air Ambulance Professionals, Inc. Interhealth Technologies Brian L. Weisz – President Kevin Thomas – Director - International

(NORTH AMERICA) Ft. Lauderdale Executive Airport, 1535 South Perimeter Rd, P O Box 3058, Bedfordview 2008, SOUTH AFRICA Hangar 36B Ft. Lauderdale, Florida 33309, USA tel: +1 954 491 0555 email: [email protected] tel: +27 11 622 8010 email: [email protected] fax: +1 954 491 6114 website: www.airambulanceprof.com fax: +27 11 622 8264 website: www.interhealth.net

Air Ambulance Specialists Medical Services Organisation (MSO) Tom Cox – Director of Business Development Vernon Pillay – Operations Director - International Division 8001 South InterPort Blvd., Suite 150, Englewood, CO 80112 , USA PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA

tel: +1 720 875 9182 email: [email protected] tel: +27 (0)11 259 5403 24hr email: [email protected] fax: +1 720 875 9183 website: www.airaasi.com fax: +27 (0)11 259 5001 website: www.mso.co.za

AirMed International LLC CATEGORY KEY CLAIMS MANAGEMENT INSURERS Jeffrey T Tolbert – President AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER 1000 Urban Center Drive, Suite 470, Birmingham, AL 35242, USA AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE tel: +1 205 443 4840 email: [email protected] CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS fax: +1 205 443 4841 website: www.airmed.com COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES

www.itij.co.uk 42 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Netcare 911 International First Assistance Louis Mabele – International Assistance Operations Manager Mary-Jo McDonald – CEO Riverview Park, Janadel Avenue, Midrand, SOUTH AFRICA PO Box 17-310, Greenlane, Auckland, NEW ZEALAND

tel: +27 (0)10 209 8387 24hr email: [email protected] tel: +64 9 356 1650 email: [email protected] (AFRICA) fax: +27 (0)10 209 8405 website: www.netcare911.co.za fax: +64 9 525 1278 website: www.firstassistance.co.nz

West African Rescue Association Global Assistance & Healthcare

Florian Zagel – Managing Director (AUSTRALASIA) Mario Babin – Chief Executive Officer Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, Klotey Cresent 6, North Labone, Accra, GHANA Jakarta 12560, INDONESIA tel: +233 244 312 496/7 email: [email protected] tel: +62 21 299 78 999 email: [email protected] fax: +233 21 781 259 website: www.westafrican-rescue.com fax: +62 21 299 78 9555/66 website: www.global-assistance.net ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE Active Care Management ADAC-Ambulance Service David Rivelis – Senior Vice President Robert Glueck – Marketing & Sales Director 3600 Rhodes, Windsor, ON, N8W 5A4, CANADA Hansastr. 19, D - 80686 Munich, GERMANY

tel: +(519) 945 8256 #4226 email: [email protected] (EUROPE) tel: +49 89 76 76 52 85 email: [email protected] fax: +(519) 251 5165 website: www.active-care.ca 24h Alarm: +49 89 76 76 50 05 website: www.adac.de/ambulance (AMERICAS) ASSIST-CARD AP Companies Zoraida Aguilar – Corporate Communications Manager Natalya Butakova – Business Development Manager Arias 3751, 1430 Buenos Aires, ARGENTINA 17 Varshavskoye Shosse, Moscow 117105, RUSSIA

tel: +54 11 5555 2000 email: [email protected] tel: +7 495 989 1120 email: [email protected] fax: +54 11 5555 2010 website: www.assist-card.com fax: +7 495 989 1130 website: www.ap-companies.ru

GORAL ASSISTANCE CANADA INC. ARC Europe SA David Ohayon – Local Manager Alexander Zerzaihi – Network Director 2335 Stevens St, VSL, Montreal, QC H4M 1H1, CANADA Avenue des Olympiades 2, 1140 Brussels, BELGIUM

tel: +1 514 4481343 email: [email protected] tel: +32 2 706 6661 email: [email protected] fax: +1 514 4481835 website: www.goralassist.com fax: +32 2 706 6601 website: www.arceuropemedical.com

SelectCare Worldwide CNAS Magdi Riad – President Carole Luisy – Managing Director 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA 80 rue des alliés, 38100, Grenoble, FRANCE

tel: +1 866 261 4441 email: [email protected] tel: +33 438 49 83 49 email: [email protected] toll free: +1 416 340 7152 website: www.selectcareworldwide.com fax: +33 438 49 83 40 website: www.cnas-assistance.com

World Travel Protection DRK Assistance David McLean – Vice President, Sales & Marketing Andreas Speich – Managing Director 400 University Avenue, 15th Floor, Toronto, ON, M5G 1S7, CANADA Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

tel: +1 416 205 4646 email: [email protected] tel: +49 211 301805-0 email: [email protected] fax: +1 416 205 4676 website: www.wtp.ca fax: +49 211 301805-21 website: www.drkassistance.com

Assistance Online Global Assistance a.s. Dr Lajos Szenthe – Medical Director Petr Bold – General Manager Zendai Cube Edifice 6/F, 58, Changliu Road, Pudong, 200135 Shanghai, CHINA Dopraváku˚ 749/3,184 00 Prague 8, CZECH REPUBLIC

tel: +86 21 6854 1008 email: [email protected] tel: +420 266 799 770 email: [email protected] fax: +86 21 6854 1009 website: www.assistanceonline-china.com fax: +420 266 799 797 website: www.1220.cz

(AUSTRALASIA) Customer Care Global Voyager Assistance - Russia Louise Heywood – Marketing and Business Development Manager Costas Danilenko – CEO Level 2, 15 Mount Street, North Sydney NSW 2060, AUSTRALIA PO Box II, 125124 Moscow, RUSSIA

tel: +61 (0)2 9202 8222 email: [email protected] tel: +7 495 775 0999 email: [email protected] fax: +61 (0)2 9202 8220 website: www.customercare.com.au fax: +7 495 775 0998 website: www.gvassistance.com

EMS Assist Pilipinas Corporation (ASIA) Global Voyager Assistance - Black Sea Melanie Tabulina – CFO & General Manager Olga Turubarova – General Manager Room 201, Second Floor, Delta Air Hangar, General Aviation Area, 77-79 Nezhinskaya Str., 65023, Odessa, UKRAINE Manila Domestic Airport, Pasay City, 1301, PHILIPPINES 24/7tel: +632 478 9111 email: [email protected] tel: +38 048 7373 441 email: [email protected] +63917 421 8336 website: www.ems-assist.com fax: +38 048 7373 442 website: www.gvassistance.com

East West Rescue IFRA Assistance S.r.l. – Romania Dr Kimberley Chawla – Program Director Ms. Mariana Nadban – Director S.C. IFRA Assistance S.r.l, Calugareni Street 2, RO-310181 Arad, 37 Prithviraj Road, New Delhi 110011, INDIA ROMANIA tel: +91 11 2469 0429 email: [email protected] tel: +40 257 21 82 91 email: [email protected] fax: +91 11 2469 0428 website: www.eastwestrescue.com fax: +40 257 20 10 20 website: www.ifra.at

CATEGORY KEY CLAIMS MANAGEMENT INSURERS MD Medicus Assistance GmbH AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER Sven Scharff – International Network Manager AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING Industriestr. 2a, 67063 Ludwigshafen, GERMANY ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS tel: +49 - 621 / 5490 171 email: [email protected] fax: +49 - 621 / 5490 029 website: www.md-medicus.net COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES

International Travel Insurance Journal call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 43

Malteser Service Center AIMS Johannes Hoischen – International Network and Repatriation Bernadette Breton – Managing Director Malteser Hilfsdienst gemeinnützige GmbH Private Bag X5, Benmore Gardens, 2010 Johannesburg, SOUTH AFRICA Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY tel: +49 221 98 22 333 [email protected] tel: +00 27 11 783 0135 email: [email protected] email: (AFRICA)

(EUROPE) fax: +49 221 98 22 339 website: www.malteser-service-center.de fax: +00 27 11 783 2950 website: www.aims.org.za

Marm Assistance Interhealth Technologies Hans Biekmann – CEO Kevin Thomas – Director - International Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah, P O Box 3058, Bedfordview 2008, SOUTH AFRICA Kurtkoy 34912, TURKEY COST CONTAINMENT tel: +90 216 560 07 24 email: [email protected] tel: +27 11 622 8010 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com fax: +27 11 622 8264 website: www.interhealth.net

ASSISTANCE COMPANIES ASSISTANCE med con team GmbH Medical Services Organisation (MSO) Michael Weinlich – Managing Director Vernon Pillay – Operations Director - International Division Gerhard-Kindler-Str.6, 72770 Reutlingen, GERMANY PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA

tel: +49 7121 433 660 email: [email protected] tel: +27 (0)11 259 5403 24hr email: [email protected] fax: +49 7121 433 619 website: www.medconteam.com fax: +27 (0)11 259 5001 website: www.mso.co.za

ONE Assist AP Companies Linda Norman – Client Relationship Manager Natalya Butakova – Business Development Manager Palma C/Cardenal Rossell No.1, Esc. A 2˚. Desp 8-9, 17 Varshavskoye Shosse, Moscow 117105, RUSSIA Palma de Mallorca 07007, SPAIN

tel: +44 (0) 1992 708 700 email: [email protected] (EUROPE) tel: +7 495 989 1120 email: [email protected] 24 tel: +44 (0) 1992 444 337 website: www.oneclaims.com fax: +7 495 989 1130 website: www.ap-companies.ru

Save Assistance France ChargeCare International Franck Molinier – Director of Business Development Christiane Burniston – Managing Director 6 Rue Jean-Pierre Timbaud, Le Campus, Bat. B1, Monument Business Park, 1D Park Offices, Warpsgrove Lane, Chalgrove, Oxford, UK 78180 Montigny-Le-Bretonneux., FRANCE tel: +33 13062 6752 email: [email protected] tel: +44 1865 400 007 email: [email protected] 24 tel: +33 13062 1122 website: www.saveassistance.com fax: +44 845 003 9923 website: www.chargecareinternational.co.uk

Savitar Lydia Semchenkova – Business Development Manager 25/1, 7th Floor, Trubnaya Str., Moscow, 127051, RUSSIA

tel: +7 495 987 1775 email: [email protected] fax: +7 495 987 1776 website: www.savitar-gr.com

SOS International Lene Hasting Toft – Head of Marketing and Communication Nitivej 6, DK-2000 Frederiksberg, Copenhagen, DENMARK

tel: +45 7010 5055 email: [email protected] fax: +45 7010 5056 website: www.sos.eu

TBS Team 24 d.o.o Edvard Hojnik – General Manger CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC

tel: +386 2616 5819 email: [email protected] fax: +386 2618 5800 website: www. tbs-team24.com

CONNEX Assistance Middle East Lara Helmi – International Network Director Office 703, Block B, Belrasheed Towers, Qusais, Dubai, UAE

tel: +97 14 257 82 84 email: [email protected]

(MID. EAST) fax: +97 14 257 82 85 website: www.connexassistance.com

GORAL ASSISTANCE LTD Marcel Kadoche – International Network and Development Manager Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

tel: +972 9 9579930 email: [email protected] fax: +972 9 9579931 website: www.goralassist.com

Dr Colin Plotkin & Sons Consulting INC. Dr Colin Plotkin – Managing Director 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

tel: +1 604 241 9677 email: [email protected] fax: +1 604 241 0733 website: www.plotkinconsulting.com

Global Excel Management

CATASTROPHIC CATASTROPHIC Michael Drew – Vice-President Sales 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA 17548 Deer Isle Circle, Winter Gdn, FL 34787 USA

CLAIMS SPECIALISTS tel: +1 866 566 1130 email: [email protected] fax: +1 819 566 8335 website: www.globalexcel.ca

www.itij.co.uk 44 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Marm Assistance Global Assistance & Healthcare Hans Biekmann – CEO Mario Babin – Chief Executive Officer Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah, Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, Kurtkoy 34912, TURKEY Jakarta 12560, INDONESIA tel: +90 216 560 07 24 email: [email protected] tel: +62 21 299 78 999 email: [email protected]

(EUROPE) fax: +90 216 560 07 07 website: www.marmassistance.com fax: +62 21 299 78 9555/66 website: www.global-assistance.net

ProAmica Ltd Global Excel Management Margaret Devlin – Administration Services Manager Michael Drew – Vice President of Sales ProAmica Ltd, General & Medical House, Napier Place, Peterborough, 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA Cambridgeshire, PE2 6XN UK 17548 Deer Isle Circle, Winter Gdn, FL 34787, USA COST CONTAINMENT tel: +44 (0)1733 362 880 email: [email protected] tel: +1 866 566 1130 email: [email protected] fax: +44 (0)1733 362 881 website: www.proamica.com fax: +1 819 566 8335 website: www.globalexcel.ca CLAIMS MANAGEMENT

Coalition America, Inc. Interhealth Technologies Matthew Lungen – Director, National Sales Kevin Thomas – Director - International Two Concourse Parkway, Suite 300, Atlanta, GA 30328, USA P O Box 3058, Bedfordview 2008, SOUTH AFRICA

tel: +1 404 459 7201 email: [email protected] tel: +27 11 622 8010 email: [email protected] fax: +1 404 459 4408 website: www.coalitionamerica.com fax: +27 11 622 8264 website: www.interhealth.net

Dr Colin Plotkin & Sons Consulting INC. ONE Claims Dr Colin Plotkin – Managing Director Linda Norman – Client Relationship Manager (NORTH AMERICA) 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA 1-4 Limes Court, Conduit Lane, Hoddesdon, Hertfordshire EN11 8EP, UK

tel: +1 604 241 9677 email: [email protected] tel: +44 (0) 1992 708 700 email: [email protected] fax: +1 604 241 0733 website: www.plotkinconsulting.com fax: +44 (0) 1992 450 717 website: www.oneclaims.com

Global Excel Management SelectCare Worldwide Michael Drew – Vice-President Sales Magdi Riad – President 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA 17548 Deer Isle Circle, Winter Gdn, FL 34787 USA tel: +1 866 566 1130 email: [email protected] tel: +1 866 261 4441 email: [email protected] fax: +1 819 566 8335 website: www.globalexcel.ca toll free: +1 416 340 7152 website: www.selectcareworldwide.com

Global Medical Management Star Healthcare Raija Itzchaki – COO Gigi Galen – President 1300 Concord Terrace, Suite 300, Sunrise, Florida 33323, USA 850 7th Avenue, Suite 803, New York, 10019, USA

tel: +1 954 370 6404 email: [email protected] tel: + 1 212 581 8228 email: [email protected] fax: +1 954 370 8613 website: www.gmmi.com fax: + 1 212 581 8272 website: www.starhealthcarenet.com

Olympus Managed Healthcare Voyageur Aeromedical Travel Steven Jacobson – CEO Marc Lucas – General Manager 777 Brickell Avenue, Suite 410, Miami, Florida 33131, USA Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK

tel: +1 305 530 8600 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected] fax: +1 305 530 0766 website: www.omhc.com fax: +44 (0)117 925 5940 website: www.voyageur24.com SPECIALISTS OneWorld Assist To have your company listed in our service directory Taka Katsube – Director Assistance & Cost Managment 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA contact the sales department now: tel: +1 604 303 2113 email: [email protected] COMMERCIAL REPAT [email protected] or telephone: +44 (0)117 922 66 00 fax: +1 604 276 4593 website: www.oneworldassist.com

SelectCare Worldwide ADAC Magdi Riad – President Christoph Ullrich – Director of Purchase / International Network 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA Hansastr. 19, D - 80686 Munich, GERMANY

tel: +1 866 261 4441 email: [email protected] tel: +49 89 7676 2912 email: [email protected] toll free: +1 416 340 7152 website: www.selectcareworldwide.com 24hr Alm: +49 89 7676 5005 website: www.adac.de/ambulance TRANSPORT Star Healthcare To have your company listed in our service directory Gigi Galen – President 850 7th Avenue, Suite 803, New York, 10019, USA contact the sales department now: tel: + 1 212 581 8228 email: [email protected] [email protected] or telephone: +44 (0)117 922 66 00

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

UnitedHealth International Albin International Repatriation Limited Philip Brun – Vice President of Sales & Service Emerson De Luca – Managing Director 3100 SW 145 Avenue, Miramar, FL 33027, USA George Alfred Dyer House, 51 Neptune Street, London SE16 7JP UK

tel: +1 954 378 0694 email: [email protected] tel: +44 20 7313 6920 email: [email protected] fax: +1 954 378 0771 website: www.uhgi.com fax: +44 20 7313 6999 website: www.albininternational.com

CATEGORY KEY CLAIMS MANAGEMENT INSURERS Flying Home Pte Ltd AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER Mr Ang Ziqian – Director AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE

CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS FUNERAL DIRECTORS tel: +65 6253 0001 email: [email protected] COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES fax: +65 6353 5801 website: www.flyinghome.com

International Travel Insurance Journal call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 45

Funeral Home AURIGA Ltd. CareFlight International Helena Sulikova – Chief of International Department Paul Smith – National Manager Westmead Hospital Campus, PO Box 159, Westmead, NSW 2145, B. Nemcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC AUSTRALIA tel: +420 724 257 899 email: [email protected] tel: +61 2 9893 7683 email: [email protected] fax: +420 416 732 582 website: www.funeral-assistance.cz fax: +61 2 9689 2744 website: www.careflight.org

Funeralcare International Medic’Air International 每递安国际

Louisa Killen – Repatriation Specialist (AUSTRALASIA) Dr Huaqun Gao – Medical Director 221 Upper Richmond Road, Putney, London, SW15 6SQ, UK 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA

[email protected] tel: +86 2163 558289 email: [email protected]

FUNERAL DIRECTORS tel: +44 20 8788 5303 email: fax: +44 20 8788 2525 website: www.co-operativefuneralcare.co.uk fax: +86 2163 558285 website: www.medic-air.com

John Allison Monkhouse Co., Ltd (Thailand) Medical Wings Pim Karnasuta – General Manager Dr Sura Jaidwatee MD – Medical Flight Manager 222 Room 3259, Bangkok International Airport, Viphavadee-Rangsit Rd, 89/7 MOO 19, Soi Yingcharoen, Bangplee, Samutprakarn 10540, THAILAND Sikan, Donmuang, Bangkok 10210, THAILAND tel: +66 2382 5345-7 email: [email protected] tel: +662 247 3392 email: [email protected] fax: +66 2261 7939 website: www.monkhouse.com.au fax: +662 535 4355 website: www.medicalwings.com

Memora International AMREF Flying Doctors Vanda Castro – Manager Dr Bettina Vadera – Medical Director

Joaquim Mollins, 5-7 7 Planta, 08028 Barcelona, SPAIN MEDICAL ESCORT ON COMMERCIAL AIRLINES Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +34 914 849 400 email: [email protected] (AFRICA) tel: +254 20 6000 090 email: [email protected] fax: +351 214 706 491 website: www.memorainternational.com fax: +254 20 344 170 website: www.amref.org

Mortuary Brussels Airport | Worldwide Funeral Repatriations part of DELA LIFESUPPORT Patient Transport Greta Plas – Repatriations Manager Graham Williamson – CEO Ringlaan 49, 1930 Zaventem, BELGIUM #9-1009 Allsbrook Road, Parksville, British Columbia, V9P 2A9, CANADA/USA

tel: +32 2 720 80 00 email: [email protected] tel: +1 250 947 9641 email: [email protected]

fax: +32 2 720 88 22 website: www.repatriations.com (AMERICA) fax: +1 877 288 2908 website: www.LifeSupportTransport.com

Rowland Brothers International Redstar Aviation Melanie Walkling – Partner Dr. Mustafa Atac – CEO 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK Sabiha Gokcen International Airport, J Blok Kurtkoy, 34912 Istanbul, TURKEY

tel: +44 20 8684 2324 email: [email protected] (EUROPE) tel: +90 216 560 0 772 email: [email protected] fax: +44 20 8684 8000 website: www.rowlandbrothersinternational.co.uk fax: +90 216 560 0 770 website: www.redstar-aviation.com

Servilusa Voyageur Aeromedical Travel Vanda Castro – Manager International Department Marc Lucas – General Manager Agencias Funerarias SA, International Dept. Rua do Voyageur Buildings, 43 Colston Street, 43 Colston Street, Bristol BS1 5AX, UK Entreposto Industrial, 8-2 Esq, 2610-135 Amadora, PORTUGAL tel: +35 121 470 6300 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected] fax: +35 121 470 6499 website: www.servilusa.pt fax: +44 (0)117 925 5940 website: www.voyageur24.com

Baptist Health South Florida International Services AMREF Flying Doctors Yohandra Fuentes – Assist V-P/Int. Insurance Dev. & Revenue Mangement Dr Bettina Vadera – Medical Director 8940 North Kendall Drive, Suite 601-E, Miami, Fl 33176, USA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +1 786 596 2373 email: [email protected] tel: +254 20 6000 090 email: [email protected] fax: +1 786 596 5979 website: www.baptisthealth.net/international fax: +254 20 344 170 website: www.amref.org HOSPITALS HOSPITALS Boca Raton Regional Hospital Gestitursa

Mindy Shikiar RN MSN MBA LHCRM – Vice President Business Development Dr. Antoni Salas – Medical Director c/ Marina 16-18, 5ª planta, módulo D. Torre Mapfre.

(NORTH AMERICA) 800 Meadows Road, Boca Raton, Florida, FL 33486, USA

MEDICAL PROVIDER 08005 Barcelona, SPAIN tel: + 1 561 955 5133 email: [email protected] tel: +34 93 224 74 99 email: [email protected] fax: + 1 561 955 5151 website: www.BRRH.com fax: +34 93 221 21 61 website: www.fundaciongestitursa.org

University of Miami Health System StandbyMD

Emilio Núñez, M.B.A. – Executive Director Alex Sánchez – Managing Director 1099 N.W. 14th Street, Miami, Florida 33136, USA 777 Brickell Avenue, Suite 1370, Miami, Florida 33131, USA

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 ) Vejthani Hospital Voyageur Aeromedical Travel Lauranee Sirikasem – Assistant Marketing Director Marc Lucas – General Manager ASIA

( 1 Ladprao Road 111, Klong-Chan Bangkapi, Bangkok 10240, THAILAND Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK TRAVEL TRAVEL

tel: (+66)-2-734-0000 email: [email protected] AGENTS tel: +44 (0)117 927 3554 email: [email protected] fax: (+66)-2-370-1596 website: www.vejthani.com fax: +44 (0)117 925 5940 website: www.voyageur24.com

CareFlight Group V Creative Design CATEGORY KEY CLAIMS MANAGEMENT INSURERS AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Brendan Turgiev – Retrieval Services Manager Steve Annette – New Media Director AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AUSTRALIA and NEW ZEALAND Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE 24/7 (int) tel: +61 7 5553 5955 email: [email protected] tel: +44 (0)117 929 4636 email: [email protected] MED. ESC. COM AIR. CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS

O fax: +61 7 5553 5965 website: www.cmsairambulance.com.au fax: +44 (0)117 925 2040 website: www.vcreativedesign.co.uk COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES WEB & MEDIA ADVERTISING

www.itij.co.uk 46 REGULARS

• GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE• GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPE- GRAPEVINE • VINE GRAPEVINE • GRAPEVINE • VINE Grapevine first time that he has criticised airport security, nor deciding to release him into a canal. However, is it the first time that he has used nudity as a form they were spotted and reported, and have been of protest – last May he tweeted that staff at San fined A$1,000 (£637). Dirk was unharmed and Jose airport had violated his privacy, and he has happy to be reunited with his girlfriend, Peaches, participated in Portland’s World Naked Bike Ride and magistrate Brian Kucks suggested that the three times. pair hold off on the vodka next time they go out partying. Give it beak! Pickpocket-proof An ex-Royal Marine and a bricklayer wake up after a night of vodka-fuelled excess, to find a fairy products to protect penguin waddling around in their apartment. It may sound like the pitch for a low-budget remake your passport of The Hangover, but it’s actually the story of tourists Rhys Owen Jones and Keri Mules, who Many tourists have had their holidays ruined by Hungover? US man drunkenly kidnapped the penguin from SeaWorld unscrupulous pickpockets relieving them of their in Queensland, while travelling on a working wallets and passports. But short of remaining Take a bus arrested holiday visa. The pair – who had consumed 1.5 vigilant, leaving your valuables at the hotel or litres of vodka keeping scorpions in your Nights out in Las Vegas are not for nude while at a beach pockets (which can be traditionally associated with willpower, party – broke into very dangerous), what self-discipline or feeling hunky dory protest SeaWorld, swam can be done? Well, a come the morning – you’re statistically with dolphins few companies have more likely to wake up with an empty A US man fed up of being and set off a fire started to design and wallet and a horrendous headache ‘harassed’ by security at extinguisher in a manufacture pickpocket- than a pile of roulette winnings and Portland International shark enclosure proof clothing, so an attractive stranger. But doctor Airport stripped naked in before snatching tourists can stay one and anaesthesiologist Jason Burke protest. John E Brennan, the penguin, step ahead. Women can has come up with a novel solution who had previously set off named Dirk, from purchase travel bands for those feeling the after-effects of an explosives wand, took his aquarium. that are worn around excessive partying – the Hangover off his clothes to show When they the hips or against the Heaven bus. For a fee, this fully staffed bus will security that he was most definitely not carrying woke up the back, while men are treat your hangover with an IV providing a solution any sort of bomb, and refused to put them back next morning, provided with secure of saline and vitamins B and C. The controversial on. Two screening lanes had to be closed and somewhat the shorts and long trousers. but popular bus aims to reach a customer’s some passengers shielded their and their children’s worse for wear, Other available products hotel room within an hour, and treatment takes eyes in embarrassment, although some laughed they fed the include underwear and 45 minutes to one hour. Dressing gowns, fried and reached for their cameras. Brennan was penguin and put long johns with hidden breakfasts and rubbish television programmes are subsequently arrested and charged with indecent him in the shower, pockets. Scorpions are not included. exposure and disorderly conduct. This is not the before eventually not included. VCD-121-qtrstrip-p39.pdf 1 24/01/2011 16:08 VINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE VINE • GRAPEVINE •GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE VINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPE-

email: [email protected]

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International Travel Insurance Journal ONTHEMOVE 47

New IFB Swiss Re’s Latin American team expands New executive director appointments Global reinsurer Swiss Re has appointed Margo and will oversee all of Swiss Re’s reinsurance for Claimspro Black as the new head of reinsurance for Latin operations in South American markets such as The UK-based America South and president of Swiss Re Brasil Chile, Colombia and Brazil. The company also Claimspro International, the international and London Insurance Fraud Resseguros. Black, who will be based in Brazil for recently appointed Alejandro Padilla as head of arm of Canadian risk management firm SCM Insurance Bureau (IFB) has her new role – which takes effect in July – was reinsurance at Latin America North and president Services (SCM), has announced the promotion announced a previously head of Brazil reinsurance at Willis, of Swiss Brokers Mexico. of Tim Cramer-Todd from technical director to number of new executive director. Cramer-Todd, who has been with appointments the business for over a decade, brings ‘knowledge to help and understanding of the business, combined with bolster its fight technical and market skills’, according to Alistair Jacob, against motor Save Assistance hires network director head of operations at the company. The appointment insurance fraud. French independent assistance company Save Franck Molinier, director of business development. is part of a larger strategy of expansion for SCM in the Mick Conneely Assistance has promoted Franck Molinier said of the international and London markets. joins the IFB as Anne-Flore Carpin to the appointment: “Anne-Flore has operations co- new role of international a long experience within [our ordinator, and network director. Carpin company]; working in several will work with joined Save Assistance in operational departments customers, law early 2007 as a specialised she has fully acquired the ACE bolsters South enforcement medical co-ordinator, philosophy of the company. agencies and and was appointed in Anne has proven her African team stakeholders 2009 as medical network excellent skills when auditing to identify Phil Bird, director of the IFB IFB photo auditor to maintain the our network in place. I am ACE European Group has announced two new and disrupt service level provided sure she will succeed to fulfill appointments to bolster its South African leadership organised fraudsters. Alisdair McLaughlin has also been by the company. In her new challenge, which is to team. John Nienaber, who has previously worked for promoted to the role of operations co-ordinator. Karla her new role, Carpin develop a powerful network Stalker Hutchinson and broker Glenrand MIB, will Freel and Nick Timms join as intelligence researchers, will take on a wider across Europe … to reach become country president, and interim CEO Gary and Russell Phillips has been appointed intelligence remit for the company, the objective of the board: Jack will become COO and head of accident and database analyst. Luke Brennand has also joined leading European developing the same quality health. Both appointments were effective from 1 June. the company on a six-month secondment from 1st network development and efficient services outside Central. “As part of the IFB’s three year strategy,” said and reporting directly to Anne-Flore Carpin French borders.” IFB director Phil Bird, “the industry has also tasked us with developing new analytics and data-sharing products to help tackle fraud at point of application. New chief HR Our new recruits will play a pivotal role in the HCCMIS chooses VP of operations development of these new services.” officer for XL International and travel health insurance provider replaces Tracy Hastings in the role. “This is a different HCC Medical Insurance Services, LLC (HCCMIS), niche of medical claims to me,” said Kauth, “since I Dublin, Ireland-based underwriter and risk manager based in the US, has announced the appointment come from the self-funded world. It’s exciting to be XL Group plc has appointed Eileen Whelley as its ACE announces of a new vice-president of operations. Sue Kauth, learning a new side of the business and a new aspect executive vice president and chief human resources formerly of CoreSource and latterly Resolutions of healthcare.” Her responsibilities will cover claims, officer, succeeding Elizabeth L Reeves, who will new appointments Advisory Group, LLC – her own company – client relations, compliance and IT departments. shortly retire. Whelley has served as executive vice president Global insurer ACE Group has announced new of human leadership appointments for its operations in Canada. resources at Andrew Hollenberg, regional senior vice president Jubilee names new The Hartford of Accident & Health and Life for ACE Europe, has Neuron announces Financial been appointed country president of ACE Canada, head of life resignation and Services Group where he will oversee property and casualty, health for the last insurance, life and accident operations. Hollenberg, Specialist Lloyd’s of London insurer Jubilee has appointment six years, and who joined ACE in 2000, will relocate to Toronto announced the appointment of David O’Sullivan as previously from London to fulfil his new role. head of life, as part of plans to expand its specialty Dubai-based insurance administrator Neuron LLC worked with ACE Canada has also appointed David Brosnan as life business. O’Sullivan moves to the company has announced the resignation of chief executive General Electric division president for ACE Canada Property and from Swiss Re, where he has served for 24 years, officer John Larkin, who is leaving to pursue in a variety of Casualty, and chief underwriting officer for ACE most recently as head of global life and health other interests. The company is also pleased positions. She Canada. Brosnan has been with the company underwriting. His appointment follows a six-month to announce the appointment of Mohamed will report since 2005, and his most recent position was strategic review of Jubilee, and will be a key element Mahfoudh Ahmed as its new general manager. directly to XL country president at ACE Canada. He has also in the evolution of its specialty life proposition across Mohamed comes to Neuron from Amlaki, a CEO Michael served at ACE Casualty Risk as division president. individual, group and affinity markets. company he founded 11 years ago. S. McGavick. Eileen Whelley

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