ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE INDUSTRY PROFESSIONALS visit www.itij.com for the latest news NOVEMBER 2013 • ISSUE 154 Insight into Indian market revealed Travel safety ICICI Lombard General Insurance Company, in ICICI Lombard, said: remains top association with GfK Mode, recently released a “Our survey has report into the state of the Indian travel market helped us understand priority that serves to highlight the awareness of travel the perception and insurance policies among the population. Mandy behaviour of Indian The second annual Asterisk International Business Langfi eld has the details travellers with respect Traveller Study has found that safety remains the top to international travel. priority for people travelling for business purposes, The survey asked 1,043 recent travellers about the These insights will be highlighting the importance of companies preparing problems and issues they face while they are abroad, extremely useful for us their employees for working abroad. Sarah Watson as well as their awareness of travel insurance, purchase in terms of introducing explores the fi ndings of the survey behaviour and preferred destinations. According to innovative products and the survey, Singapore, Dubai and Thailand are now services that meet the The study, which was published by Europ Assistance top of Indian travellers’ list of preferred destinations, changing demands of our USA and Drum Cussac, shows that 83 per cent replacing the older preferences of the US, Australia customers in the travel of travellers polled stated that safety and the ability and Mauritius – perhaps affected by the belief insurance segment. to take care of their medical needs while travelling among travellers that the US is the most expensive The survey will prove internationally were their highest priorities, while half country in the world to visit as a tourist. The survey very useful in improving stated that they had required some level of medical was conducted across key travel markets in India – the penetration of care while travelling abroad. However, almost as many Mumbai, Delhi, Bengaluru, Ahmedabad and Indore. travel insurance and (44 per cent) were unsure if their health insurance When it comes to awareness of travel insurance enhancing awareness of company provided them with the same benefi ts products, it seems geography is key, with respondents its importance among abroad as they receive at home. from Mumbai and Delhi showing higher levels of Indian travellers.” Other highlights from the study show that 45 per cent awareness than those from other regions – over The key issues affecting of respondents said their company either does not offer 90 per cent of respondents from these regions the number of people a plan to assist travellers with travel-related emergencies were aware of travel insurance and willing to buy it. travelling from India or they do not know about it; and 80 per cent indicated Additional fi ndings from the survey were that one were cited as the sharp their company does not have a formal emergency or of the key drivers to purchasing travel insurance is fall in the value of the communication plan. An overwhelming 90 per cent of baggage protection. Amit Bhandari, vice-president rupee, as well as rising respondents, meanwhile, felt unequipped to handle a of underwriting and claims for ICICI Lombard, airfares, both of which natural disaster or political unrest/riots while travelling, commented: “People still connect travel insurance have resulted in a while 82 per cent felt unequipped to fi nd a local doctor. with delays in fl ights and loss of baggage, whereas drop in the number of The survey also showed that travellers are increasingly [the] medical perspective comes second. But from the outbound travellers. concerned about the potential of losing their ability claims side, we have seen maximum claims for medical When asked where they to use their communications devices, such as smart emergencies. However, non-medical claims are [also] obtained their travel phones and computers, in an emergency situation, as on the rise at present.” information from, the these devices provide vital links for their security as well Sanjay Datta, chief of underwriting and claims for continued on p.8 as their business. South African analysis released Finaccord has just published an update to its Assistance in South Africa sheds new light on this undertaken by South Africans in 2013 will be in the trips are undertaken by migrant workers who may be previous research about the South African market evolving market and reveals that the number of region of 4.2 million. Road travel remains a signifi cant reluctant to acquire travel cover. for international travel insurance and assistance. active competitors is rising feature of this market and accounts for nearly two Gross written premiums from international travel Based on extensive primary research – including thirds of all recorded outbound trips, with top overland policies sold on a stand-alone basis in South Africa a survey of more than 100 travel insurance Using offi cial interim data, Finaccord has calculated that destinations including Botswana, Mozambique and are thought to be growing at around 4.5 per cent distribution partners – Travel Insurance and the number of foreign trips (lasting one night or more) Swaziland; note, however, that some of these overland per annum in real terms, and an continued on p.8 REGULARS News continued p.4 Health matters p.20 Profile p.46 News analysis p.10 Travel matters p.22 Service directory p.47 Company brief p.14 IPMI news p.26 Grapevine p.54 Insurance matters p.16 ITIJ Awards Finalists p.31 On the move p.55 WWW.ITIJ.COM NEWS ANALYSIS FEATURES

Editor-in-chief: Ian Cameron

Editor: Sarah Watson

Title editor: Mandy Langfield

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Design: Infections, injections V Creative Design The world in flux and insurance vcreativedesign.co.uk page 10 exemptions page 40 ITIJ With details of political and civil unrest consistently filling news Perfect partnerships? With increased global mobility Voyageur Buildings, 43 Colston St, Bristol BS1 5AX, UK pages, it is no wonder that page 34 has come the increased spread of Telephone: +44 (0)117 922 6600 global travel insurers have been infectious diseases. ITIJ evaluates editorial department: extension 3 tightening up their provision of Affinity partnerships offer those what travel insurers can do to advertising department: extension 1 cover and tailoring specific plans involved numerous benefits ensure their clients are educated subscriptions department: extension 209 to provide relevant evacuation but they are not without their about the potential and real accounts department: extension 4 and cancellation cover in recent challenges. Are the benefits of health risks inherent in their years. ITIJ considers what’s such deals and other white-label intended destinations, and looks at fax: +44 (0)117 929 2023 currently on the market schemes worth the effort? associated travel insurance cover email: [email protected]

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Well folks, here we are again at the testi monies of ITIJ readers who The EHIC session held at ITIC will surely The information contained in this publication has been published in good faith and another ITIC Global – how quickly they genuinely rely on the Journal to keep be one of the main talking points of every effort has been made to ensure its accuracy. Neither the publisher nor Voyageur Ltd can accept any responsibility for any error or misinterpretation. All liability come around each year! The ITIJ team them up to date with all the latest the week – one not to be missed if last for loss, disappointment, negligence or other damage caused by reliance on the information contained in this publication, or in the event of bankruptcy or liquidation will be in Vienna for the fi rst week of news and views of the global travel year is anything to go by! or cessation of the trade of any company, individual or fi rm mentioned is hereby November, meeti ng and greeti ng our insurance industry. Good luck to all of This month’s features cover travel excluded. The views expressed do not necessarily refl ect those of the publisher. readers, and franti cally taking notes this year’s fi nalists! insurance provision for politi cal unrest, during the conference sessions to It has been a busy year for ITIJ, what affi nity partnerships, and the threat Printed by Pensord Press, South Wales, United Kingdom make sure that the forthcoming ITIC with the EHIC debacle keeping us all of diseases to travellers, all of which Copyright © Voyageur Publishing 2013. Materials in this publication may not be reproduced in any form without permission Review contains all the most important on our toes, and it has been great for off er readers unique insights into the points from the conference. The ITIJ the team to play a part in increasing worldwide travel insurance industry, INTERNATIONAL TRAVEL INSURANCE JOURNAL ISSN 1743-1522 Awards are also held during ITIC, awareness among the travelling public and everything it does to keep tourists which for us represent the highlight about the need for travel insurance safe on their travels. Would you like to make a comment? of the year – it is wonderful to hear and the dangers of not purchasing it. We hope you enjoy this issue! Please contact the editorial desk:

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4 NEWS

Fraudster prosecuted

The effect of fraud on the UK’s travel insurance The scam began in February 2012, when Debnath (IFED). When her court date came around, Debnath industry is well known by readers of ITIJ – the cost told London’s Metropolitan Police that she had came clean and pleaded guilty to 12 counts of fraud by to the industry runs into millions of pounds, meaning been robbed in Trafalgar Square. A month later, she false representation. She was sentenced to two years finding and prosecuting fraudsters is becoming reported a similar robbery to West Yorkshire Police, and three months in prison for the acts. increasingly important. Equally vital, though, are and then in June, while on holiday in Dublin, she Detective constable Cynthia Rushie, lead investigator Yes, it’s that time of year again, and many of deterrents – a point highlighted in a recent editorial reported another robbery to the Garda. A month after on the case, commented afterwards: “In a bid to you reading this column will be doing so from in a UK newspaper that detailed the prosecution of that, she submitted another police report in London, avoid detection, Debnath spread her reports across a convenient corner at the ITIC Global event in a female fraudster who tried to con travel and home claiming she had been robbed and her belongings two countries, three police forces and 11 insurers. sunny/snowy/rain-soaked? Vienna. insurers into paying out around £50,000 after she once again taken. Unfortunately for her, the new reality for fraudsters is ITIC Global is the Olympics of the travel and health faked a series of robberies. Anita Debnath backed The fraudulent claims were that IFED is working in alliance with insurers and police insurance industry, and a true competitive test of up the false claims with police reports obtained from identified by one of the insurance forces to clamp down on people who still think they endurance and stamina for the delegates, who three different police forces in the UK and Ireland by companies, which reported it can make easy money at someone else’s compete in a number of different disciplines: informing the police in London, Leeds and Dublin that to the City of London Police’s expense, with little or no The marathon runners – attend every conference she had been robbed of cash, electronic items and Insurance Fraud risk of ever being session and every social session; networking from designer handbags. She then submitted 12 identical Enforcement brought to when the first coffee is served in the morning insurance claims to 11 different insurance companies. Department justice.” until the bar closes. A true test of stamina and endurance (or stupidity). The triple jumpers (or hop, skip and jump) – what some will do for new business. The pole vaulters – the quickest way to get served Cover confusion at the bar when its 10-deep. Consumer confusion about the difference between an ‘longstay’ policy book has a claims incidence rate of results in them purchasing insurance coverage which does The sprinters – a glance in the conference annual multi-trip policy and a long stay insurance policy approximately three per cent, [which] would mean that not meet their needs. ITIJ spoke to Rory Stoves, press rooms, a quick once around the exhibition hall, has been highlighted by recent changes introduced there are potentially on average 100 to 120 travellers officer for the FOS, who confirmed that the organisation a host of 10-minute meetings and then back to by a UK insurer to remove the term ‘annual multi each year who have bought the wrong policy, but have sees ‘a few cases a week’ from customers confused about the airport (or bar). trip’ from its policies. According to Stephen Howard, not actually realised this as they have not had to make a the difference between annual multi-trip and long-stay The steeplechasers – tends to be for ITIC staff. managing director of Infinity Insurance Solutions, two claim. If the same figure was applied industry-wide, then insurance policies, with the majority of complaints coming Same as the marathon runners, except there are of the company’s brands, Holidaysafe and Alpha Travel the potential numbers could run into five figures.” from travellers who booked their insurance independently lots of nasty hurdles to negotiate too. Insurance, have changed the name of policies so that In order to treat the customers who had made this online. It is rare, he added, that the Ombudsman would Fantastic – I just can’t wait to pull on my spiked they are simply called ‘multi-trip’, excluding the word error fairly, Infinity took the decision to upgrade the see a complaint of this nature when the policy has been shoes and shorts! Or was that throw spiked ‘annual’ so that customers don’t think that there is cover customer’s policy from annual multi-trip to long-stay, sold by an insurance broker. comments in the conference rooms and drink for a year-long holiday. Howard told ITIJ: “We have seen with the customer paying the difference in premium, Howard, though, said: “For our policies sold via the shorts at the bar …? in recent months a rise in the number of customers and then paying the claim as it would have done had travel trade, a quick survey of our top five agents Anyway, we’re all so exited here that we nearly being confused over the difference between the terms the customer originally bought the correct policy that revealed many are not clear on the difference between looked up from our computer screens … nearly… ‘annual multi trip’ and ‘long stay’ within our travel fitted their needs. the two products – and one agent did admit to having policies. This is especially pertinent for those buying The issue has caught the attention of the Financial sold the customer the wrong insurance. Whilst travel insurance for gap year excursions or longer duration Ombudsman Service (FOS), which said that it is always agents do not generally sell large numbers of this type Ian Cameron Editor-in-Chief worldwide trips.” He added: “In business terms, our concerned when policy wording confuses customers and of policy, it does highlight an area of growing concern.” [email protected]

International Travel & Health Insurance Journal NEWS 5

Focus on education Terror cover differences highlighted for Canadian In light of the Nairobi mall attacks, Squaremouth, a Insurance Services said: ““HCCMIS excludes coverage in Nairobi if travel insurance is purchased on 22 US-based insurance comparison website, has looked for terrorism related claims if the US Department of September 2013 or later. Nairobi and the area within travellers at the different position statements of its US travel State has issued a travel warning and the member has 120 miles of Nairobi must remain incident free for insurance providers. For customers with Travelex chosen or refused to depart from that country after at least 90 days and no travel warnings issued by the A recent article in Canada’s Financial Post newspaper insurance, cover would be provided, according to the the travel warning is issued. The US Department US State Department in order for a Terrorist Incident has pointed out the importance of entrepreneurs being following statement: “For travellers who purchased of State issued a travel warning in the country of to be covered for Nairobi in the future.” RoamRight educated about the importance of travel insurance, Travelex travel protection prior to 21 September Kenya on 5 July 2013.” iTravelInsured’s statement, said: “For travellers who are planning trips to the as many people, it purports, are unaware of the 2013, Terrorist Act coverage will be in effect with meanwhile, read: “iTravelInsured plans would not area, RoamRight policies will provide coverage if your details contained within such policies. Allison Wallace, regards to the recent mall attack occurring in Nairobi. provide coverage against a Terrorist Incident occurring effective date of coverage was prior to 21 September a spokesperson for Flight Centre, commented: Coverage will apply to travellers who are currently 2013, your departure date is within the next 30 days “Smaller organisations don’t usually have a dedicated in, or are scheduled to travel to, this destination, (prior to 21 October 2013) and Nairobi is listed as a travel planner, and it is true of most travellers that the provided the Terrorist Act occurs within 30 days of destination on your itinerary.” assumptions they have about what they’re covered your scheduled departure date.” CSA Travel Protection The above shows the wide range of cover available for are usually wrong.” Wendy Hope, vice-president and Geo Blue both issued this statement: “Customers to travellers worried about terrorism affecting their of external relations for the Canadian Life and Health are strongly encouraged to read their Description of travel plans, and highlights the importance of travellers Insurance Association, added: “People don’t realise Coverage or Insurance Policy for details regarding their reading their policies to make sure they know what their medical insurance might not cover them for available coverage. For plans that do offer coverage they are (and more importantly, aren’t) covered for. certain things because it’s provincial.” for terrorist acts, please note that there is no coverage More information about what provisions travel insurers Wallace went on to dispel some of the more for this specific act under any plans purchased on or are making in their policies for terror events can be found commonly held beliefs about insurance, such as after Saturday 21 September 2013.” HCC Medical in ITIJ’s News Analysis on p10. that credit card travel cover is always going to be sufficient for every need. She warned that in order for a trip to be covered by a credit card’s insurance, the client usually has to book the trip with that card. NCL criticises insurance provision She added: “If you happen to use your personal credit card as opposed to your corporate card, or if a client The US consumer advocacy group National way to hedge against the risk that travel plans could airlines being marketed in a clear and non-misleading is paying your expenses, you may not be covered.” Consumers League (NCL) has suggested that the change. Unfortunately, the marketing of these policies way. “Wording on travel websites for travel insurance Furthermore, Wallace warned: “Credit card companies travel insurance industry makes profits through the tends to include misleading language (e.g. ‘peace of policies should disclose in large font and plain are often very strict about pre-existing conditions. use of misleading language designed to make a policy mind is just a click away’) that does not adequately language important limitations to policies. Consumers You’ll find very different interpretations of that clause seem attractive, but denying claims based on small disclose the significant limitations and exclusions should be told where they can find insurance depending on the insurance provider, and it’s worth print. The airline industry’s sale of travel insurance of many policies.” It goes on to say: “For airlines, coverage details and informed of the timeframe to paying attention, or you could find your claim denied.” came in for particular criticism, with the NCL’s however, selling these policies is almost pure profit. purchase travel insurance. Consumers should not Wallace’s final piece of advice to entrepreneurs stated: executive director Sally Greenberg stating: “Gouging Commissions range from 10 to 40 per cent [and] in a be pressured into purchasing travel insurance while “You may need a magnifying glass to read all the fine consumers whose plans change because of a family $1.9-billion market (including travel-related services), shopping for airfares and should not be led to believe print. But it’s not a typical contract where you’re illness or other unforeseen events is not a good this can mean significant revenue for the airlines.” that these insurance products are only sold through just signing off. These policies really do differ and it’s business model.” The NCL website states: “Given In order to address its concerns, the NCL has the ticket checkout process,” said the NCL. The important to read them over and know what you’re rising cancellation fees and unaffordable refundable recommended several industry changes that could be organisation is also keen for the travel insurance covered for – and what you’re not.” tickets, consumers may look to travel insurance as a made, which include travel insurance policies sold by industry to report its loss ratios.

www.itij.com 6 NEWS

Connection cover Ukrainian firm mulls defended compulsory cover NEWSWIRE

A recent article in a UK newspaper about the problems Natalia Prydachuk, deputy general director of NGS In October, a German national was shot and faced by Eurostar passengers who missed connections Insurance Company in Ukraine, has said that the killed outside a supermarket in the Hadda district from other Parisian railway stations either because their introduction of mandatory medical insurance for of Sana’a in Yemen. Foreign nationals in the country trains arrived late at Gare du Nord, or because online all Ukrainians travelling abroad could result in this were warned of the ongoing threat to foreigners booking systems allowed too little time to cross the city insurance market doubling in size. Ms Prydachuk made in the country and were strongly advised to avoid by Metro, alleged that there was little to no insurance the comment while considering a relative bill drawn places frequented on a regular basis by foreign support available to travellers who missed a connection up by the State Agency for Tourism and Resorts. nationals. The UK’s Foreign and Commonwealth despite it not being their fault. In response, UK-based Hawaiian safety in The bill puts forward the idea that tour operators in Office currently advises against all travel to Yemen. provider MPI Brokers said that while many travel Ukraine will be obliged by law to insure their clients insurance policies will not pay for the consequences of the spotlight who are travelling outside the country, with minimum The US Government shutdown that missed connections arising from delays, such cover is medical cover of €30,000, and the same amount occurred in October brought misery to government nevertheless available. He clarified: “A limited number The holiday island of Kauai has hit the headlines after for personal accident coverage. Ms Prydachuk went employees, as well as forcing the shutdown of of specialist policies addressing the problem of delays a spate of drownings at popular tourist spots. Sixteen on to say: “Many countries demand an insurance historic monuments and national parks, meaning have been around for some 40 years, and originated people have drowned this year in waters around the policy to register a visa or permit entrance. According many tourists were unable to reach their intended in the ski market, where Alpine arrivals and departures island, 11 of whom were tourists. Jen Kwong, a US to the State Border Service of Ukraine, about 11 destination. According to John Cook of QuoteWright, were often unavoidably delayed because roads to tourist who lost her fiancée and a friend in January of million citizens travelled to visa countries in 2012 (and a travel insurance aggregator, unless a ‘cancel for the resort were blocked by snow. That problem this year when they were swept out to sea by a rogue probably registered insurance policies), almost the any reason’ insurance policy was purchased, the has largely been overcome by improved avalanche wave, has called for the most dangerous areas of the same number of people travelled to visa-free regions. majority of travellers would be out of pocket as defences, and the concept of insurance against delays island to be cordoned off. The three tourists had hiked So, if the law concerns all people who travel abroad, ‘government shutdown’ is not a named peril on generally has been extended.” to a lava pool near Secret’s Beach. then the volume of the tourist medical insurance standard policies. Monty Downs, an emergency room market will, at a minimum, double.” physician at Wilcox Hospital on Kauai, A pregnant British woman collapsed and and president of the island’s Lifeguard died in Girona Airport in Spain after paramedics Association, said that the majority of took ‘an unacceptably long time’ to respond to a fatalities had occurred at beaches where no call for help. Authorities are investigating whether lifeguard was present, as well as along lava or not the closure of the airport’s on-site medical rock shelves, which can be very dangerous centre last year affected the response time of the in winter months, as he explained: “They medics. Emergency care at the airport was ended in are almost like hand grenade explosions 2012 because of cutbacks and a drop in passenger if you go to the rock ledge and see what numbers, and there is no provision for an on-call really happens when the winter swells medical professional. come in. The waves explode 100 feet into the air.” Downs has called for a summit of Four Chinese tourists and their Thai guide government leaders and first responders on were hurt when two speedboats crashed in Phuket, Kauai to work out a plan that would ensure Thailand recently. The injured were taken to

Eurostar the safety of swimmers in the future. Mission Hospital in Phuket city for treatment. The incident has served to highlight the inordinately high number of injuries sustained by Chinese travellers in Thailand.

UK travel insurance provider Insuremore has Madagascan murder issued a checklist for people detailing what they should watch out for when preparing to embark on results in travel their holiday. Customers were urged to declare any pre-existing medical conditions, read the fine print warnings and make sure the policy they are considering will fulfil their needs; for example, if they plan to go skiing. The governments of France, the US and other nations have advised their citizens to avoid travel to Nosy Be, Canada-based provider TU Group has a tourist island just off Madagascar, after two European recently launched a Wish for a Wish campaign, tourists and one local man were burnt to death by a which will grant a travel wish to a child with a life- mob who believed the two were responsible for the threatening illness. Until December, any Canadian mutilation and death of a local eight-year-old boy. One purchasing cover through a participating partner will of the tourists was a French national, while the others be given the opportunity to donate a minimum of $2, had both French and Italian passports. with all proceeds going to Make-A-Wish Canada. Following the mob attack, the French Foreign Ministry warned its citizens on the island, who number A 17-year-old Russian tourist has been shot around 700, to stay at home and also advised people and killed in the Brazilian resort city of Marica, near planning to travel to Nosy Be to postpone their trip. Rio de Janeiro. The student had been travelling with The UK’s Foreign and Commonwealth Office also four friends and a teacher, but decided to go to a bar advised against all travel to Nosy Be, which is a popular near where he was staying by himself late one night. destination near Madagascar’s northwest coast. His body was discovered the following morning.

Health survey released by MAPFRE Spanish insurer MAPFRE Asistencia has released health problems, the most common diagnoses its Travel Insurance Observatory report into the in the cases, and the specific situation of each health problems suffered by tourists, compiled destination country. Other aspects of research taken through data obtained by the company’s UK arm, into account were the health of the tourist prior to InsureandGo. According to the report, the most travel, during their stay in the destination, and after common diagnoses related to the destinations the trip. included in the survey are gastrointestinal illnesses, The report showed that 21 per cent of all medical which accounted for 51 per cent of all cases claims received by InsureandGo occurred in North reported to the insurer. Africa, which is surprising given that the UK’s Office The data was gathered by the two companies of National Statistics show that overnight stays in the analysing the claims lodged by tourists and business region by UK citizens accounted for just three per travellers, taking into account the frequency of cent of the overall total of nights abroad.

International Travel & Health Insurance Journal NEWS 7

Travel safety tips Signposting: is it working?

Australian comparison website Compare Travel It has now been over two years since the UK really is for consumers is still up for debate. Insurance has reminded travellers that safety should introduced the Equality Act, which banned unjustifiable Graham Linney, managing director of be their number one priority when it comes to going age discrimination in the provision of goods, services Goodtogoinsurance, and Julie Smith, business on holiday, offering up its five top tips for travellers to and facilities – including travel insurance. Under development manager at Avanti Insurance Limited, follow to take better care of themselves this legislation, if a travel insurance have analysed the current state of the market, and both while abroad. The first tip is to sign up provider is unable to provide cover feel that there is more the industry could be doing to with the government’s Smartraveller to a prospective customer on their help older travellers find the right insurance for their scheme, which allows the standard product due to that trip. Linney said: “There are a number of Association government to know where you are person’s age, the company is obliged of Travel Insurance Intermediary members who can and when, so that if an emergency to ‘signpost’ or ‘send’ that customer provide a range of fast, effective, risk-free signposting occurs, the authorities are aware of to another provider who might better solutions for insurance providers. This helps the insurer how many nationals they have to track down. The be able to cater to their needs, or direct to meet their obligations under the Equality Act 2010. second recommendation to travellers is to make sure them to a signposting service such as that offered by At the same time, it is beneficial to introduce brokers that they have travel insurance policies that cover trip the British Insurance Brokers’ Association. In theory, to earn commission on sales that they may otherwise delays and cancellations that occur as a result of strikes, signposting is a workable concept, but how effective it have to turn away.” riots or protests. Other safety tips for tourists were that they should carry emergency cash, that they should research their destinations properly, and that they travel with a tour operator, with the company saying: “Being part of an organised tour not only means safety in numbers, but also experienced guides who know the area well. Tour operators have eyes and ears on the ground in all countries they operate in and they are likely to have the most up-to-date information on incidents in the country.”

Animals affect claims New Zealand’s Southern Cross Travel Insurance has brought attention to the increasing number of claims it is receiving that relate to animal mishaps while on holiday. According to Craig Morrison, CEO of the company, both wild and domestic animals have caused a spike in claims over the past year. He explained: “We’ve had people claim for medical treatment after being stung by a jellyfish or poisonous fish when snorkelling, through to claims for property that’s been chewed up by puppies in the home of someone the insured is staying with.” Some of the more exotic claims the company dealt with last year included a fisherman claiming for a stolen rod after a seal made off with the equipment, while one intrepid amateur photographer claimed for a replacement camera after a leopard decided his kit would make a tasty snack. Monkeys were responsible for a surprisingly high number of travel insurance claims from customers, added Morrison, with common claims being for sunglasses or wallets that the cheeky monkeys stole. More seriously, Morrison added: “I recently read in the Bangkok Post that one local hospital at a Thai beach resort treated around 600 people for monkey bites in the past year – 75 per cent of them foreigners. I get that they’re cute, but you have to remember that they’re wild animals with very, very sharp teeth.” Monkey incidents are most common in areas with large populations of the animals, such as Batu Caves in Malaysia or the Monkey Forest in Bali.

www.itij.com 8 NEWS

Youth safety Insight into Indian ITIC prioritised market revealed continued from p.1 A number of risk and security experts gathered at the majority of respondents said that travel agents were World Youth Student Travel Conference (WYSTC) the most important source of information for overseas VIENNA in Sydney, Australia in September, to discuss possible travel, followed by advice from family, friends and strategies to ensure that younger travellers are colleagues, and then the Internet. Travel agents also suffi ciently protected. Discussions at the seminar, entitled accounted for the majority of travel insurance sales, REVIEW ‘Risky Business, Terrorism, Pandemic, Revolution with 49 per cent of people saying that is where and Travel’, covered ways in which governments, they made their purchase. N ineteen per cent of insurers and travel organisations could improve their respondents bought insurance independently, 16 per 2013 co-ordination during times of climactic or political cent bought insurance with a ticket booking, and nine crisis, and those present included representatives per cent purchased a policy online directly from an from International SOS, Control Risks, STA Travel, the insurer’s website. Bhandari said: “Less than 15 per Australian Department of Foreign Affairs, EF Foundation cent of people purchase a travel insurance policy in for Foreign Study and UTS Business School. Part of the [India]. Though the market is improving, the majority Youth Risk Initiative from the International Association for of policies are bought by the senior citizens, which are Student Insurance Services, the series will continue at long-duration policies.” OUT NEXT MONTH the WYSTC in Dublin next year. Datta added: “Travellers are not consciously choosing travel insurance from a risk perspective, which means they do not perceive [travel] as risk. It is a supply-side constraint for us, not being able to make customers understand that travel insurance is absolutely necessary, not from a visa or any other perspective, but more from the health perspective.” He went on to say that there is hope for the future of the business, adding: “The market has evolved a bit with a lot of group travellers now opting for travel insurance. A lot of companies are buying [cover] for their employees, as well as an increasing number of students now taking travel insurance.” Claims statistics from the insurer showed that 78 per cent of all claims received in 2012-2013 were related to medical benefi ts, fi ve per Declaration reminder cent were for dental expenses, and the remainder of claims were not health-related. The claims data UK-based website Medical Travel Compared, which included in the survey also showed that the US allows travellers to compare the different policies on accounts for 80 per cent of total claims paid, while offer from companies that provide insurance for pre- claims from Germany saw a signifi cant increase from existing medical conditions, has reminded users of the none in 2011-2012 to three per cent in 2012-2013, need to declare any mental health conditions they may implying that the country has increased in popularity have. The company points out: “While much is being as a tourist destination for Indian travellers. done to counter the stigma associated with mental The perception of popular tourist destinations was also health conditions, the negative perceptions remain evaluated by the survey, which showed that travellers and, for many, the prospect of having to discuss their believe that China is the most dangerous country to condition with a complete stranger over the phone visit, while the US is considered the safest destination. when researching travel insurance costs is not one Singapore is considered to have the best tourist they relish. The good news is that in recent years, infrastructure, while Sri Lanka was given the dubious insurers have become much more open to covering honour of having the worst tourist infrastructure. mental health issues and there are now a range of policies on the market that understand the complexity of these illnesses, however mild or severe, and offer competitive premiums.” South African analysis released continued from p.1 SureSave focuses on increasing proportion of these policies take the form of annual or multi-trip cover. agents in Australia In terms of policy distribution through partnerships, the study reveals that virtually all traditional travel A new survey by Australian travel insurance provider agents and tour operators now offer policies, and SureSave has found that over 50 per cent of the that more than half of these collaborate with two or travel agents who responded to the survey sold more underwriters to provide these policies. On the travel insurance to more than half of their customers, other hand, provision by airlines and banks is relatively showing how important this distribution channel weak compared with many of the other 40 countries remains, despite the challenge from online providers. covered by Finaccord’s global research programme. Michael Callaghan, executive general manager at The competitive landscape in South Africa remains SureSave, commented: “Our research revealed that very concentrated – with, for example, the three one of the most important things agents must have leading providers accounting for around 90 per cent is trust that an insurance provider will look after their of travel trade partnerships – although there are also customers, so we are currently investing in new and some new entrants, including Zurich, which already unique ways to deliver this to them. Interestingly,” he has a number of travel trade distribution partners. added, “agents are increasingly asking for systems- Packaged distribution also plays a signifi cant role in this based solutions to provide better service compared to market, with the vast majority of South African credit other insurance channels, such as credit cards, which card products featuring one or more elements of continue to be a leading cause of concern for agents.” travel insurance.

International Travel & Health Insurance Journal

10 NEWSANALYSIS The world in flux

With details of political and civil unrest consistently filling news pages, it is no wonder that global travel insurers have been tightening up their provision of cover and tailoring specific plans to provide relevant evacuation and cancellation cover in recent years. Robin Gauldie looks at what’s currently on offer

ar, acts of terror and civil unrest are Istanbul, or ‘anarchists’ hurling petrol bombs in Athens, probably affecting decision-making by ordinary holidaymakers may find it hard to decide W holidaymakers, business travellers and whether they should cancel a holiday in resort areas expatriate workers – and their insurers – to a greater such as Sharm el Sheikh, Bodrum or Corfu – many extent than ever before. Television and newer media miles from the epicentres of such unrest, and (touch deliver images of riots, shootings or bombings in wood) largely unaffected. countries that until recently have been thought of as Where can they turn to for advice, then? How reliable relatively secure, mainstream holiday destinations. This is this advice? And what can travel insurers do to assist is especially true of Egypt, whose image is affected not those who find themselves at the mercy of conflicting only by its own internal crisis, but by spill-over from its travel advice? With such a wide range of travel policies strife-torn near-neighbours, Libya and Syria. Even the on the global market with regards to the coverage they reputations of less exotic destinations such as Greece, offer relating to civil or political unrest, isn’t it time for a Turkey and Bulgaria have been dented by widely little more consistency? televised scenes of demonstrations turning violent in their major cities. Cover questions Such media coverage, however, can be uneven and When trouble starts, would-be travellers may turn to may unduly influence travel decision-making. Countries the travel advice issued by their government. But that, such as Turkey, Egypt and Greece may be prominent too, can cause problems when governments around in the brochures of European tour operator giants the world vary their warnings about travel to certain such as TUI and Thomas Cook, but their clients often countries. The Egyptian situation highlights this issue. have little grasp of the geography or politics of such This summer, some tour operators were criticised destinations. Confronted with images of tanks on the for invoking hefty price penalties on British clients streets of Cairo, riot police beating demonstrators in who wanted to cancel their Egyptian holiday or

International Travel & Health Insurance Journal NEWSANALYSIS 11

rebook for a less troubled destination, while allowing already in the country to leave. But as of 15 October, their German clients to do so without charge. the British FCO advised only against all travel to the This, they said, was because the British Foreign troubled North Sinai region and all but essential travel and Commonwealth Office’s (FCO) official advice to much of the rest of the country, while advising on travel to Egypt differed from that issued by its those planning to travel to the popular seaside resorts German counterpart. The German government of the Red Sea coast, the Gulf of Aqaba, and the warned its citizens against visiting Egypt in mid August. world heritage site of St Catherine’s in the Sinai, By 15 August, the US State Department warned its to see its latest advice before travelling. As a result, citizens to defer travel to Egypt and advised those tour operators such as Thomas Cook maintained that normal booking conditions for many key tourist destinations in the country – including cancellation fees – would apply to their British operations. Putting her money where the company’s mouth is, Sarah Anderson, a spokesperson for Thomas Cook, was booked for a family holiday in Sharm el Sheikh when she spoke to ITIJ at the beginning of September. In any case, apprehensive holidaymakers who cancel or change their travel plans where no travel warning has been issued for their resort or region can expect little redress from their tour operator. But some travel insurers offer a helping hand in such situations – as long as specific cover has been purchased. “In general, civil unrest is not covered by most travel insurance policies,” confirmed Linda Kundell, a spokesperson for the US Travel Insurance Association. Kundell points out that the travel insurance market in the US is quite different from the UK, though. “Fear of an event is not a covered reason in the US for trip cancellation, unless one purchases a Cancel for Any Reason policy. A terrorist event occurring within a set period of days (often 30) is covered under certain policies, but that is considered different from civil unrest.” Travellers who need to leave but find it difficult to do so – for instance, if an airport is closed – may

Fear of an event is not a covered reason in the US for trip cancellation, unless one purchases a Cancel for Any Reason policy

have some coverage under the trip interruption part of their policy. Civil and political unrest, though, are typically not covered under standard leisure travel insurance plans offered by US providers, says Kundell. However, business travel insurance provided for employees by large corporations or even small and medium-sized enterprises are becoming more popular in the US, she says. Some of these plans include varying levels of available coverage of security evacuation for such events. Some student plans may also cover evacuation, and some companies do include non- medical evacuation in their leisure policies. As in most markets, the trigger for US travel insurance policies that offer non-medical evacuation generally involves recommendation from the local authorities or the US State Department to leave the country. And in the US, there have been increasing requests from corporate entities for assistance and security evacuation solutions for business travellers, according to Linda Kundell: “Insurance companies that offer business travel accident policies typically do have evacuation provisions and work with providers who can evacuate travellers in situations of political unrest, natural disaster or a general security-related (non-medical) incident,” she said, adding: “Many assistance companies offer travel risk management services that combine both medical and security evacuation, along with other related services like travel risk intelligence, traveller tracking, and such like, which specifically address this need.” When a crisis develops, who makes the decision to evacuate, though? This depends on the programme that the client company and its insurers have in place, » www.itij.com 12 NEWSANALYSIS

Kundell says. “The company itself may decide when better manage the evacuation, especially when many RoamRight, on the other hand, does offer trip explained the company’s senior vice president, travel, they wish to evacuate, making this decision based on employees, local nationals and expats are involved and cancellation coverage in relation to civil and political Linda Fallon. their interests in the affected area, along with intelligence everyone is trying to evacuate at the same time.” unrest, but only in the event of a terrorist attack In the UK, American Express’s standard Annual Multi and insight provided by their travel risk management occurring in a city listed on the traveller’s itinerary Trip Essential policy provides cover ‘if you need to provider, who would give guidance based on local Industry variation within 30 days of departure. It does, however, offer cancel your trip before you leave or curtail your trip intelligence, previous experience and the needs of the “We do not offer travel or trip interruption coverage,” coverage ‘to evacuate you to the nearest place of having departed, subject to terms and conditions’. company. If the company programme is governed states Marnie Goodman, communications director safety and then to your home’ in the event of ‘a Like most insurers, these terms and conditions are by an insurance policy, the policy has language that of Aetna International, a US-based provider of political emergency situation due to government or very specific. Amex makes no mention of cancellation stipulates the conditions under which the evacuation international health insurance for expatriates. “Many social upheaval while travelling in a foreign country’, of the trip due to civil unrest, although the policy benefit would apply.” She went on to clarify: “Typically, of our international health coverage plans for it’s once the US State Department has issued a formal expatriates do include coverage for evacuation, but travel warning, like they recently did for Egypt. Often, the coverage is for medical emergencies or treatment companies wish to have more control over when the when there isn’t an appropriate medical facility at the Often, companies wish to have more control over decision to evacuate takes place. This way they can member’s location.” when the decision to evacuate takes place

International Travel & Health Insurance Journal NEWSANALYSIS 13

explicitly covers the insured for curtailment due to the The level of cover offered – and the caveats applied Cancel at will offering the insured more flexibility in deciding when unforeseen illness or death of the insured or a travelling – by travel insurers in other markets is similar. With standard policies generally offering no recourse and why to cancel – for example, due to fear of companion; being empanelled for jury service or In Australia, Allianz Global Assistance’s standard unless the insured’s own government advises civil unrest or terrorism – these policies come at a subpoenaed for court action; or accidental damage at comprehensive policy offers ‘unlimited cover for against all travel to a destination, or recommends substantial cost, and do not usually provide cover the insured’s home address. cancellation fees and lost deposits’, but only if the loss is leaving the country, there has been an increase in for the full cost of cancellation. Typically, they will In the US, Travelex’s Travel Basic policy offers trip reimburse as little as 75 per cent of the trip cost, cancellation and interruption coverage of 100 per cent with a few providers offering cover for up to 90 per of the trip cost under specific circumstances, and does cent – a necessary disincentive to deter insureds cover against trip delay due to civil disorder. But the The level of cover offered - and the caveats applied from cancelling on a whim. wording leaves moot the definition of civil disorder - by travel insurers in other markets is similar So, the onus of evacuating and compensating – and it specifically excludes ‘declared or undeclared travellers whose holiday is cancelled due to civil war or an act of war, civil disorder and travel warning/ unrest still seems to remain largely in the hands alert’ from all benefits except its trip delay coverage. of travel suppliers and travel industry umbrella That seems to mean that the policy will not even cover due to ‘unforeseen circumstances neither expected by sales of ‘cancel for any reason’ policy upgrades in organisations. Meanwhile, those who wish to insureds whose holiday is cancelled on the advice of you or which are outside your control’. The terms and recent years, notably in the US. Unlike standard take the decision of whether or not to travel to the US State Department. conditions specifically exclude ‘you or your companion travel insurance policies, these compensate insureds a troubled destination into their own hands may In a statement issued after the US State Department’s changing plans’ and any claim which ‘arises directly or who choose not to travel even if their government increasingly look to trade up to policies that allow issue of a global travel alert on 2 August, Travelex said indirectly from an act or threat of terrorism’. advises that a destination is still safe to visit. While them to cancel for any reason. n losses directly related to the travel warning would not trigger coverage under trip cancellation or trip interruption. The company said at the time: “However, if the traveller is delayed due to a covered reason such as delay due to civil commotion or riot causing 50 per cent or more of the covered trip to be missed, this would be eligible for coverage (except on Travel Basic). Additionally, if the travel supplier cancels the trip due to these conditions, the traveller may be reimbursed for the reissue fee charged by the airline, up to the maximum benefit amount as stated in the policy details.”

n October, the issue of political unrest was in the news almost daily, with Isome places that had previously been considered safe being thrust into the spotlight. One such case was the kidnap of Libyan Prime Minister Ali Zeidan from the five-star Corinthia hotel in Tripoli, which many foreigners in the country had previously regarded as a safe haven in a city still marred by violence. The Maltese-owned hotel is the base for the European Union support mission to Libya, as well as Qatar’s embassy staff. Zeidan moved his office to the hotel last year after his own office was judged to be unsafe following a number of incidents where it was raided by angry militants.

www.itij.com 14 COMPANYBRIEF

New ‘blanket Traveladder site Aggregator expands accident’ policy launches panel of partners from PALIG A new online travel insurance comparison engine – In Australia, comparison website Comparethemarket Traveladder – launched in the UK at the beginning has added four new insurance partners to its health, Pan-American Life Insurance Group (PALIG), a US- of October. Owned and operated by Intermediated roadside assistance and travel insurance categories. based provider of fi nancial and insurance services, Services Ltd, the site aims to differentiate itself from CBHS Health Fund has joined the website’s health has developed a new ‘blanket accident’ policy. other online services on offer, by promising clarity and insurance offering – exclusively for current and former Underwritten by Greenwood International Insurance simplicity, no hidden excess points, online medical employees of the Commonwealth Bank Group – Services, Inc. (GWI), the new product includes benefi ts screening, rates for those up to 85 years of age, and while Allianz Global Assistance and 365 Roadside for accidental death and dismemberment, accident ‘competitive prices across a number of online brands’. Assistance have joined its roadside assistance medical, accident disability and accident dental for It will be continuously updating the providers on offer category, and Travel Insurance Saver has been added a number of groups, including employers, religious in its quote system. to the site’s travel insurance comparison category. organisations and volunteer fi refi ghters. It also includes A spokesperson for the company said: “Insurance is all New website for George Meligonis, the site’s managing director, a business travel accident group plan, tailored to the about protection; whilst having cheap rates on the best expressed his hope that the new partnerships will needs of company employees travelling in the US system is great from a sales point of view, it’s just as Worldcare provide customers with better choice, and make and beyond. “This new Blanket Accident Programme important our customers get a great level of cover also.” it easier for them to fi nd policies that suit their … complements our existing individual and group Worldcare Travel Insurance – which is owned, specifi c needs. personal accident product portfolio,” said John Foley, arranged and managed by Allianz Global Assistance PALIG’s senior vice-president for domestic markets. MPI picks Mayday Australia – has revamped its website as part of efforts GWI’s CEO Joseph Sullivan added: “Based upon initial to bring the company’s operations up to date and InsureMyTrip adds discussions with our brokers, the response to the new as provider focus on the future. The new-look site includes an policy is favourable.” updated logo and a ‘customer-focused booking engine’ RoamRight Specialist travel insurance provider MPI Brokers, in the intended to enhance customers’ overall experience UK, has picked Mayday Assistance to be its medical and aid the company in providing a complete in-house US-based online travel insurance comparison site assistance provider for customers who become ill or service from the policy selection stage through to the InsureMyTrip is now offering plans from RoamRight are injured while travelling. The new agreement came settling of claims. John Myler, CEO of Allianz Global among its selection of travel insurance policies. into effect at the beginning of October. Assistance, had this to say: “Worldcare was born from RoamRight is a division of Maryland-based Arch Mayday, based in Brighton in the UK, considers a doctor’s [Queensland physician Doctor Tom Biggs] Insurance Company, and offers various coverage addressing the issue of pre-existing medical conditions passion to bring his injured son home and that passion options to US citizens embarking on either domestic to be one of its ‘special skills’, something the company is still the driving force behind why we help people in or international excursions, including coverage for says dovetails with the new ‘Don’t Stop Me Now’ any way possible should something go wrong while delay, evacuation, interruption, medical expenses and policy recently introduced by MPI, which aims to travelling. Worldcare has an abundance of experience trip cancellation. Providing that customers purchase overcome the hurdles faced by customers with acquired over the last 20 years and a name that has the cover within 21 days of making their initial trip persistent medical conditions. MPI also raised its earned trust.” payment, RoamRight plans also allow coverage for upper age limit to 90 recently. “We are both proudly pre-existing medical conditions. Jim Grace, CEO and independent,” said Richard Warburton, Mayday’s president of InsureMyTrip, commented: “Millions managing director, on the parallels between the two of travellers trust the expertise of InsureMyTrip companies, “essentially family-owned and managed New products from agents when choosing the right insurance coverage. by major shareholders – and we are dedicated to With the addition of RoamRight package plans, delivering the best service to our end-users.” re-branded CIS which include trip cancellation and travel medical insurance, we can provide even more options for our Nearly two years after UK-based FirstAssist Insurance loyal customers.” Services was acquired by Cigna, the company is to Allianz wins be offi cially re-branded Cigna Insurance Services Travel Insured (CIS), and a few new products are at various stages of fi ve awards release. CIS recently launched its Surgery Cash Plan AXA UK signs International ‘top and Simple Critical Illness products into the low-cost The US-based branch of international assistance, health and accident market, and a new product tailored £20-million deal workplace’ health, home and travel insurance provider Allianz towards customers concerned about UK National Global Assistance won fi ve national travel industry Health Service (NHS) waiting times is set to launch Global insurer and intermediary AXA has announced Privately-owned travel insurance provider Travel awards in September. The Magellan Awards are later in 2013. According to the results of a Cigna the signing of a fi ve-year deal with underwriting Insured International was recently named one of presented by national industry trade publication Travel survey, one in two UK consumers would think about agency David Oliver Associates. Under the terms the 2013 Top Workplaces in Connecticut, US, by Weekly, and Allianz USA won two gold and three silver purchasing alternative products or services to private of the deal, which is worth £20 million, the two newspaper The Hartford Courant and the FOX CT trophies for accomplishments in marketing, technology medical insurance in order to cover perceived shortfalls companies will provide both retail and wholesale newsroom. The Hartford Courant and FOX CT and travel insurance products. One of the gold trophies in NHS provision. travel insurance to a broad spectrum of customers. recognised 50 companies and organisations in the was for the company’s TravelSmart mobile app. Speaking on the issue of the company’s re-branding, The relationship between AXA and David Oliver area as Top Workplaces for this year – any employer Travel Weekly’s Magellan Awards were introduced Ian Craig, CIS head of marketing, commented: Associates began in 2009. in Hartford, Middlesex, New London, Tolland and to honour outstanding performance by travel “Operating under the Cigna brand and the investment Karen Hogg, managing director, personal Windham counties with at least 50 employees professionals across various segments of the industry, the company is making in our business refl ects our intermediary for AXA, expressed her ‘delight’ at was eligible to participate, and the Top Workplaces and are judged by a panel of top industry personnel. determination to continue to be a partner of choice in securing the deal, through which the companies are determined based entirely on feedback from Entries do not ‘compete’ with one another exactly the UK affi nity area. Our track record, particularly in will ‘continue to meet brokers’ needs in the travel company employees. The survey of employees was – all are judged against Travel Weekly’s standards of the travel insurance market, clearly demonstrates how insurance market’. Matthew Oliver, a director at conducted by research fi rm WorkplaceDynamics LLP. excellence, so a category may have multiple winners or a sharp focus on specifi c segments, and understanding David Oliver Associates, was equally enthusiastic: “We are honoured to have been chosen as one of none at all. Alan Josephs, Allianz USA’s chief marketing unique aspects of both partners and their customers, “The team at David Oliver Associates is really excited Connecticut’s top workplaces for the second year,” offi cer, said that the company was ‘very proud’, can deliver real value for all stakeholders. Our objective about renewing our long-term partnership with commented Jon Gehris, president of Travel Insured. “It while Travel Weekly’s editor-in-chief said: “This year’s is to replicate this success in all of our core sectors and AXA. The fl exibility of approach shown by AXA and is truly a testament [to] our employees’ commitment Magellan Award winners have once again impressed we expect our investment programme to deliver a the level of expertise they possess made it an easy to making our organisation an employer of choice.” the judges with their creativity and sense of style.” step-change in the business’s growth trajectory.” decision to renew the deal with them.”

International Travel & Health Insurance Journal

16 INSURANCEMATTERS

IRDA Lloyd’s sees Insurers reduce extends half-year profit financial leverage life product Lloyd’s of London has reported a profit of £1,379 The majority of the largest Moody’s-rated European million for the first six months of 2013. insurers have reduced their financial leverage over deadline The financial results reflect a half year characterised the last five years and adopted a more conservative by the absence of any major catastrophes. But Lloyd’s attitude towards capital management, says Moody’s India’s Insurance chairman and CEO both warned that – midway Investors Service in a new Special Comment published Regulatory and through the Atlantic windstorm season – there was recently. This deleveraging trend for the industry is Development still potential for this to change before the year is set to continue in the coming quarters, with many Authority (IRDA) out. Lloyd’s chairman John Nelson said that apart insurers willing to use part of their excess cash to recently from the lack of major catastrophe claims, the reduce their outstanding debt rather than returning it extended the most notable feature of the 2013 half year to shareholders. deadline for results is the fall in investment income returns Moody’s notes that this trend reflects the insurers’ compliance from 1.2 per cent to 0.5 per cent. more conservative attitude towards capital with new “All large investors – including major insurers management as a result of ongoing economic life product – have found it hard to secure meaningful uncertainty, particularly in continental Europe. It is regulations returns in the continuing low-interest-rate also the result of the lower profitability of the industry to 1 January environment,” he said. “Yields at longer compared to pre-crisis levels which, in turn, has 2014, from an maturities have begun to rise in anticipation of Moody’s reports on pressured fixed-charge coverage. “In fact, despite the original deadline tighter monetary policy, but short-term interest reduction in financial leverage, fixed-charge coverage of 1 October rates are likely to remain very low in the near term.” GCC RBC uptake is generally well below 2007 levels and, for many 2013. The primary CEO Richard Ward described Lloyd’s as being in insurers, sits below our expectations for their ratings,” reason seems to be ‘robust financial health’, thanks in part to the market’s Ratings agency Moody’s has released a new report says Antonello Aquino, a Moody’s senior vice- that, had the deadline not been central assets: “The strength of central assets enabled analysing the uptake and implementation of risk-based president and author of the report. extended, the range of new products available for the Society to repurchase some £180 million of our capital (RBC) assessments among Gulf Co-operation In its report, Moody’s also analyses the quality of customers would have been limited, as well as the fact subordinated debt in May 2013. Council (GCC) countries. capital and debt structure of the large European that many insurers filed new products in the last week This will bring financial benefit According to the report, insurers, finding on average that more than 20 of September. Quoting IRDA member Sudhin Roy from reduced interest payments only ‘a handful’ of the largest per cent of solvency capital for these insurers is Chowdhury, India’s Livemint business news website in future years without any insurance groups in the represented by subordinated debt and other capital reported: “We have decided to give an extension of significant impact on the excellent GCC group of countries securities. However, under the rating agency’s three months. We realise that these are productive security we offer.” have implemented the hybrid methodology, these securities only receive months for insurers. All 24 insurers have filed their Dr Ward, who in December will assessments, with most equity credit equal to one third of their value, products but most of these products, particularly that step down as CEO of Lloyd’s, insurers tending to set reflecting the limited loss absorbing characteristics of of the Life Insurance Corporation of India’s, came took the opportunity to thank his their capitalisation targets these instruments. to us in the last week of September.” Despite the colleagues for their support and relative to minimum Following its peer comparison, Moody’s concludes extension, insurers will be required to discontinue their praised the Lloyd’s market for its regulatory requirements that, among its peers, Aegon showed the largest index-linked insurance plans and highest net asset value diligence in establishing principles for paid-in capital that are reduction in its financial leverage over the last five guaranteed products from 1 October. of underwriting discipline. ‘often simplistic’. The report years, driven by a strong recovery in the value of goes on to say that a large shareholders’ equity. Conversely, Aviva recorded number of insurers in the GCC are strongly capitalised the highest deterioration given the sharp reduction – relative to their individual underwriting risks – with in shareholders’ equity as a result of losses from financial leverage levels generally being low or non- disposals in 2012. Moreover, Aviva and Generali rely existent. Many also maintain strong ties with wealthy on a higher proportion of subordinated debt and ruling families – including board membership – and, as other capital securities in their capital structure than a result, some players have access to ‘significant’ capital peers. As a result, Moody’s views their quality of resources relative to their underwriting risks. capital as lower than their peers. Moody’s also said that the majority of GCC countries Moody’s notes that most insurance debt has a long- boast ‘strong sovereign creditworthiness’, with all term maturity profile with little short-term refinancing six GCC sovereigns rated at investment grade, and risk. Close to 50 per cent of the total financial debt five boasting a stable outlook. However, the ratings outstanding matures after five years, assuming the agency added, ‘there remains the potential for political first call date as, de facto, maturity date. On the instability, as recently evidenced in Bahrain’. It paints same basis, the total amount maturing in the next the GCC countries as an attractive proposition for one to five years is close to €30 billion and, among Western insurers wary of stagnant growth in their the rating agency’s selected peer group, Zurich and home markets, and expects the number of Western Generali present the largest amount of debt maturing concerns making acquisitions in the GCC to rise. in this period. Australian insurers warned Insurance players in Australia have been warned that fraud on which it reported seeming to have come they need to up their game in terms of fraud detection from within the organisations analysed. KPMG’s David and prevention, with those perpetrating fraudulent Luijernik is quoted as saying that while the majority practices continuing to threaten the insurance sector of fraudsters act alone, fraudulent activity by groups and its stakeholders. The Insurance Fraud Bureau of of two or more is on the increase, and the industry Australia recently released research suggesting that needs to recognise this and develop better strategies insurance fraud costs the Australian industry A$2 billion for prevention – preferably at the same pace (or faster) (US$1.88 billion) a year, and the latest Fraud Survey than fraudsters develop new methods of infiltration. from global professional services network KPMG has Data analytics and related tools including continuous found ‘inadequate internal control’ to be a key factor auditing, trend analysis and predictive analytics will be a in perpetuating fraud, with 75 per cent of the major major part of this, added Luijernik.

International Travel & Health Insurance Journal INSURANCEMATTERS 17

Plans announced for global insurance capital standard

It has been announced that the International the first risk-based global insurance Association of Insurance Supervisors (IAIS) will develop capital standard.” a new standard for global insurance capital. IAIS The standards will be applied to plans to set regulatory standards all across the global companies whose total assets insurance industry, with the intention that the new amount to at least $50 billion risk-based standard will be developed by 2016, and – or whose written premiums implemented by 2019 after several years of testing are worth at least $10 billion a and refining, tasks to be undertaken by ‘internationally year – and who conduct at least active’ insurance groups and supervisors. a tenth of their business outside “It is undeniable that the business of insurance is their domestic market. The 50 global,” commented Peter Braumüller, executive or so insurers that will be affected committee chair at the IAIS, “and global issues will also be faced with ‘qualitative’ demand global responses. This is why the IAIS, whose requirements, which will include members constitute nearly all of the world’s insurance risk management standards and Change afoot in supervisors, has committed to develop and implement governance procedures. Singapore

It has been reported that authorities in Singapore are set to introduce a number of major alterations to the way in which insurance is sold in the city state, in the hope of raising standards and professionalism in the financial advisory industry and ‘enhancing market efficiency’ in the areas of life insurance and investment product distribution. The new initiatives are focused on raising financial advisers’ competence, aligning frameworks for remuneration, and creating new channels for customer information and sales, and include: rewarding good quality service via a ‘balanced scorecard remuneration framework’; direct channels through which to sell basic insurance products with nominal administration fees; and a web aggregator to enhance the comparability of life insurance products. The regulations will be introduced in stages, and follow a public consultation exercise conducted by the Monetary Authority of Singapore (MAS) earlier in the year. Lee Chuan Teck, MAS’s assistant managing director for capital markets, commented: “This set of initiatives will transform the financial advisory industry by creating an environment where firms compete on the quality and value of their products and services rather than on the aggressiveness of their sales force. Consumers will be the ultimate beneficiaries of this change. MAS will review these measures periodically to see if more needs to be done.”

PwC: value of M&A deals jumps

New research from multinational professional services firm PricewaterhouseCoopers (PwC) has noted a ‘significant’ year-on-year increase in the value of mergers and acquisitions (M&A) deals in UK insurance during the first half of this year, despite a drop in deals volume. According to the research, during the first six months of 2013, the value of M&A deals rose by over 350 per cent, reaching €1.5 billion compared with €344.6 million in the first half of 2012 – even though the number of deals fell from 32 in the first half of 2012 to 21 in the first half of 2013, a 34-per-cent drop. Of the total value of corporate financial services deals carried out in the first half of this year, insurance deals made up 58 per cent. Jonathan Howe, UK insurance leader at PwC, commented: “The headline value of €1.5 billion is a huge improvement on 2012’s figure of €344.6 million, and although much of this significant increase is down to a small number of big deals in a thin market, it suggests that insurance deal activity in the UK has begun to grow again. From a Europe-wide perspective, it is encouraging that the period saw insurance deal values reach their highest level in two years. The prospects for the rest of 2013 look set to be bolstered by a more positive business environment. Lloyd’s vehicles look set to continue to attract bids from a range of potential buyers keen to enter the London market. We would predict a rise in investors from other markets globally, as well as private equity investors.”

www.itij.com 18 INSURANCEMATTERS

Aon Benfield analyses hazards NEWSWIRE European life insurance provider Generali Global reinsurance intermediary and Aon plc capital has announced that it has completed the sale of adviser Aon Benfield, speaking at the 13th Biennial its minority stakes in Seguros Banorte Generali Hazards Conference in Australia at the end of September, and Pensiones Banorte Generali. The 49-per- revealed and analysed eight key trends that will be faced cent stakes in the Mexican companies have been by insurance markets in the future. The company’s chief sold to Financiero Banorte, following approval strategy officer Bryon Ehrhart, who is also chairman by regulatory authorities and according to the of both its analytics and investment banking divisions, terms of the agreement disclosed earlier this year. discussed the trends, which included: auto safety; Generali has received a total gross consideration urbanisation; low interest rates and longevity; pace of of $858 million. technology change; segmentation; changing governmental roles; catastrophic corporate liability; and strained In other Generali news, the company’s government finances. Malcolm Steingold, Aon Benfield vice-chairman, Vincent Bolloré, has resigned Asia Pacific’s chief executive, commented: “Understanding his post, in order to focus his time on his work the change in demographics and economic drivers is at Paris-based conglomerate Vivendi. Bolloré critical when considering new insurance and reinsurance will remain a shareholder at the company, opportunities and planning how to manage that risk to with a 0.13-per-cent stake in its business, and enable profitable growth. Moving forward, effective Generali’s board of directors has thanked him for risk management will entail a combination of advanced his ‘effective contribution to the company’. modelling tools and qualitative processes to identify risks not properly reflected in quantitative analysis.” The new, annual Evolving Criteria report from international reinsurance intermediary Aon Benfield has been launched, and reviews ‘the latest developments in rating agency protocol Lloyds to sell off and impact for the insurance industry in the Asia Pacific region’. It suggests that insurance markets Australian business in the Asia Pacific are slowly recovering from the major losses suffered following the series of natural Lloyds Banking Group has announced plans to sell Europe enjoys disasters that hit the region back in 2011, with the off its insurance and corporate lending businesses in incidence of these events slowing in the intervening Australia for £900 million, as part of efforts to re-focus ‘Twin peaks’ buoyant growth years and allowing insurers to rebuild their balance its attention on its UK operations. The company sheets. Strong economic growth is also helping to is apparently ‘slimming down’ in preparation for its regulation questioned Buoyant growth in emerging European insurance stabilise the operating environment. return to full private ownership, and has sold Capital markets is set to improve credit quality over the Finance Australia – an insurer – and BOS International Karel Van Hulle, former head of Solvency II at the next five years, says Fitch Ratings in a new report. Pakistan-based Islamic insurance provider (Australia) – a corporate lender – to Westpac Banking European Commission, speaking at the recent Market growth is positive for ratings as it leads to Pak-Kuwait Takaful has announced a partnership Corporation. The transaction is expected to be Federation of European Risk Management Association companies with larger operating size, economies with phone manufacturer Nokia, under which complete by the end of this year, and will boost Lloyds’ Forum 2013 in Maastricht in the Netherlands, has of scale and greater risk diversification. Emerging Nokia customers will receive coverage for capital ratio. In a statement, the Group said: “The sale questioned the creation of a ‘twin peaks’ regulatory European insurance markets are growing rapidly, accidental damage or loss of a phone. “We are is in line with the group’s strategy of focusing on the system in the UK for insurance industry related matters, at rates of up to 20 per cent or more a year. This proud to have joined hands with Nokia Care,” UK, rationalising its international presence and ensuring under which two new regulators will oversee the sector. is faster than developed European markets, where commented Imtiaz Bhatti, Pak-Kuwait Takaful’s best value for shareholders.” She suggested that the insurance industry’s position as premium income declined by two per cent in 2012. managing director and CEO, “as it is one of the the banking sector’s ‘poor relation’ had had an adverse Fitch expects strong growth in the middle classes most preferred mobile phone brands in Pakistan.” effect on regulatory efforts. “Insurance regulators have in emerging Europe, which is positive for insurance less resources than their banking colleagues,” she markets and ratings. Allianz Global Corporate & Specialty, a explained, “that’s why banking regulators travel first “Growth in insurance is driven by increasing specialised international insurance provider, has class and insurance regulators travel second class.” On GDP per capita,” explained Clara Hughes, senior opened a new branch in Sweden. The branch the ‘twin peaks’ system, she asked: “Is it sensible to give director in Fitch’s insurance team. “As populations will be located in Stockholm, reflecting growing supervision of prudential and market conduct to different become wealthier, they have more valuable demand in Sweden for the type of products that regulatory authorities given how interconnected they possessions to insure and more wealth to invest Allianz provides, and in line with the company’s are?” She also said that while there is growing consensus in savings products. Government initiatives, such strategy for regional development. that a risk-based solvency regime is necessary for the as the introduction of compulsory insurance or insurance industry, ‘these days people ask: do we really tax incentives to encourage saving, can also drive According to a new report – Mind the Risk: need to include all the risks?’, and she levelled blame at growth in insurance markets.” A global ranking of cities under threat from Dubai focuses on a perceived lack of enthusiasm for Solvency II, which has Hughes continued: “The main constraints on natural disasters – from Switzerland-based been widely misconstrued as a ‘magic solution’. insurers’ ratings in emerging markets typically relate reinsurer Swiss Re, eight urban areas in Asia are retakaful Meanwhile, on the subject of Solvency II, the European to the operating environment. Negative rating rated the highest in the world in terms of the Insurance and Occupational Pensions Authority (EIOPA) factors include weak corporate governance, risk potential economic and humanitarian risk posed Dubai recently unveiled its Islamic Economic Strategy, recently published its final guidelines on preparation management and regulation, and limited financial by natural catastrophes. Those areas are: Jakarta; which states that the emirate is to focus on the for the new regulations, in response to the public flexibility, often associated with private ownership. Kolkata; Manila; Nagoya; Osaka-Kobe; Pearl River retakaful industry as a key factor in turning it into a consultation completed earlier in 2013. Charles However, governance, risk management, and Delta; Shanghai; and Tokyo-Yokohama. “We hope ‘global Islamic hub’. The strategy, developed by Dubai’s Garnsworthy, partner and UK Solvency II leader at regulatory and accounting standards are developing this study will give fresh impetus to the global Supreme Committee of Islamic Economy, is built on PricewaterhouseCoopers, commented: “The release in some emerging markets. Such improvements are debate … to mitigate the risks faced by urban the pillars of infrastructure and sector building, and of these guidelines represents a significant step in the crucial for higher ratings.” communities around the world,” said Swiss Re’s apart from the retakaful industry – a comparatively journey towards Solvency II implementation. Insurers Insurers operating predominantly in just one country group chief underwriting officer Matthias Weber. small but growing sector, in which there are 19 now have a clearer idea of what EIOPA expects of them will typically not be rated higher than the sovereign. companies globally – it focuses on the following but, in the UK, will be looking for further clarity from Insurers are exposed to the same negative factors PricewaterhouseCoopers (PwC), in areas: halal parks; Dubai halal certification; Islamic the Prudential Regulation Authority about how they that constrain sovereign ratings, such as economic partnership with the Confederation of British digital economy; financial services regulation; sukuk; intend to adopt these guidelines. These guidelines are weaknesses or systemic issues. With most Industry, has launched its latest Financial Services Shariah governance; and a centre of Islamic economy principles-based and national supervisors may choose emerging-market sovereigns below ‘BBB+’, this Survey, showing that business volumes in the life standards. A number of initiatives have already been to adopt them in different ways. This could create is a handicap relative to many developed markets, insurance sector rose rapidly between August and launched, and Mohammad Al Gergawi, minister of some inconsistency in interpretation across the EU and where sovereigns are typically rated higher. This is October 2013. Despite this, the level of business cabinet affairs and chairman of the Committee of consequently may represent a challenge for European a particular problem for reinsurers wanting to write was judged to be ‘below normal’. Islamic Economy commented: “The Islamic Economy, insurance groups. These interim measures are one of international business, for which high ratings are a which is valued at $8 trillion (AED29.4 trillion), or 11 the last milestones before formal adoption of Solvency prerequisite, explained Fitch. It has been reported that food authorities per cent of global gross domestic product and involves II in Europe. Another key milestone upcoming is the Foreign investment in emerging markets through in Shanghai are planning to extend food safety around 1.6 billion Muslims worldwide, has gained outcome of the trilogue process … a positive result joint ventures, branches or subsidiaries can develop liability insurance schemes. The schemes will now increasing importance in recent years, and bridging the will ease fears around a further delay and it is therefore the market, bringing capital and expertise, Fitch cover producers of baby milk powder, suppliers of gap between the current situation and the vision is a important that insurers maintain their focus on delivering continued. Ultimately, this is likely to be positive for student lunches and company canteens, not just necessity to achieve Dubai Islamic Economy strategy.” their programmes for a ‘go live’ date of [January] 2016.” markets and ratings. restaurants and other caterers.

International Travel & Health Insurance Journal

20 HEALTHMATTERS

TB road map introduced Global dengue burden examined

The deaths of more than 74,000 children from group, but that the number could be even higher The global burden of dengue infection is more than Organization (WHO), according to a multinational tuberculosis (TB) could be prevented each year because many children are simply undiagnosed. triple current estimates from the World Health study published online in the journal Nature. The through measures outlined in the first ever action The new roadmap builds on the latest research has created the first detailed and up-to-date plan developed specifically on TB and children. The knowledge of the disease and identifies map of dengue distribution worldwide, enabling Roadmap for childhood TB: towards zero deaths, clear actions to prevent these child deaths. researchers to estimate the total number of people launched recently by global TB leaders in Washington “Any child who dies from TB is one child affected by the virus globally, regionally and nationally. DC, estimates that US$120 million per year could too many,” says Dr Mario Raviglione, The findings will help to guide efforts in vaccine, drug have a major impact on saving tens of thousands of director of the Global Tuberculosis and vector control strategies. The study was led children’s lives from TB, including among children Programme at WHO. “TB is preventable by Professor Simon Hay, a Wellcome Trust senior infected with both TB and HIV. and treatable, and this roadmap focuses research fellow at the University of Oxford, UK, as part Every day, more than 200 children under the age of 15 on immediate actions governments and of the International Research Consortium on Dengue die needlessly from TB – a disease that is preventable partners can take to stop children dying.” Risk Assessment, Management and Surveillance. and curable. The World Health Organization (WHO) The launch of the first roadmap on TB There are currently no licensed vaccines or specific estimates that as many as one in 10 TB cases globally and children follows increasing awareness treatments for dengue, and substantial efforts to (six to 10 per cent of all TB cases) are among this age on the urgent need to address the issue. control the mosquitoes that transmit the disease have not stopped its rapid emergence and global spread. Dr Samir Bhatt, who led the modelling for the study, said: “Our aim was to take all of the evidence that is currently available on the distribution of dengue worldwide and combine it with the latest in mapping and mathematical modelling to produce the most refined risk maps and burden estimates. We then hope to use this knowledge to help predict the future burden of the disease.” The findings reveal that dengue is ubiquitous throughout the tropics, with local spatial variations in risk influenced strongly by rainfall, temperature and urbanisation. The team estimates that there are 390 million dengue infections across the globe each year, of which 96 million reach some level of clinical or subclinical severity. This is more than triple the WHO’s most recent estimates of 50 to 100 million infections per year.

Of the 96 million apparent infections, Asia bore 70 per cent of the burden, while India alone accounted for around one-third of all infections

Professor Simon Hay explains: “We found that climate and population spread were important factors for predicting the current risk of dengue around the world. With globalisation and the constant march of urbanisation, we anticipate that there could be dramatic shifts in the distribution of the disease in the future: the virus may be introduced to areas that previously were not at risk, and those that are currently affected may experience increases in the number of infections. We hope that the research will initiate a wider discussion about the significant global impact of this disease.” Of the 96 million apparent infections, Asia bore 70 per cent of the burden, shows the report, while India alone accounted for around one-third of all infections. The results further indicate that with 16 million infections, Africa’s burden is almost equivalent to that of the Americas and is significantly larger than previously appreciated. The authors suggest that the hidden African dengue burden could be a result of the disease being masked by symptomatically similar illnesses, under-reporting and highly variable treatment-seeking behaviour. Professor Jeremy Farrar, director of the Wellcome Trust Vietnam Research Programme and Oxford University Clinical Research Unit Hospital for Tropical Diseases in Vietnam, explained that the map and estimates produced by Hay’s group set the benchmark for the disease: “This is the first systematic robust estimate of the extent of dengue. The evidence that we’ve gathered here will help to maximise the value and cost-effectiveness of public health and clinical efforts, by indicating where limited resources can be targeted for maximum possible impact.” With endemic transmission in Asia and the Americas, recent outbreaks in Portugal, the ever-increasing incidence in Africa, and the challenges of making an effective dengue vaccine or controlling the vector, Professor Farrar stresses: “This really does represent a crucial period in the global spread of dengue.”

International Travel & Health Insurance Journal HEALTHMATTERS 21

Travelvax in ECDC offers Fish brought in to rabies warning disease update fight dengue

Travelvax Australia, a travel health advice service, has The latest bulletin from the European Centre for meanwhile, in an attempt to combat the disease, warned travellers heading to Asia, particularly India, Disease Prevention and Control (ECDC) shows authorities in Pakistan have introduced 1.6 million Pakistan and Nepal, that rabies is more common than the most common communicable diseases in and tilapia fish into pools, puddles, fountains and any most tourists might believe, and that they should take around the region, with West Nile Fever, Polio virus, other potential areas where mosquitoes breed. The precautions when approached by stray animals. Dr Ed measles and MERS-CoV all making an appearance. effect of dengue in Pakistan is severe – in 2011, a Bajorovic, medical director of Travelvax, commented: According to the report, the current West Nile major outbreak infected tens of thousands of people “Most Australian travellers have no idea that rabies is Fever season is progressing in a way comparable and killed more than 300. In an effort to stop that a serious problem that they need to actively avoid. to previous years within both the European Union kind of outbreak reoccurring, authorities in Punjab Because they have no experience with rabies back (EU) and its neighbouring countries, with an average have tasked software designers to make smartphone Imported home, they don’t give it a second thought when they of 20 new cases in the EU each week. Since the apps that can track outbreaks as they occur; the travel – they’re just as likely to pat a puppy in a market beginning of the 2013 transmission season, the government is cracking down on people who leave paratyphoid increases or feed monkeys at a temple without realising the number of reported cases in the EU is 187, and 464 in rubbish that can allow pools of water to form; and potential danger.” He warned that a single bite is enough neighbouring countries. areas of water that were already stagnant have been The UK’s National Travel Health Network and Centre to infect someone with rabies, and once symptoms Wild-type Polio virus 1 has been isolated in sewage treated with chemicals that will kill the mosquitoes. It (NaTHNaC) has reported that between March and appear, it is usually fatal. Once bitten, he added, the and in the faeces of carriers in Israel, although no cases is the introduction of tilapia, though, that experts are September 2013, 30 cases of paratyphoid A fever challenge becomes knowing what to do and finding of paralytic polio have been reported in the country, most impressed with when it comes to the efficacy were reported among European Union (EU) travellers a place that has the necessary medication for rapid or in the West Bank or Gaza. The ECDC’s risk of reducing dengue risk. Dr Mohammad Ayub, returning from Cambodia; cases have been reported post-exposure treatment. “For many travellers,” he assessment on the situation has concluded that there is director general of Punjab’s fisheries department, in France (20), Germany (five), the Netherlands concluded, “a bite from an animal means returning the possibility that the virus might have been imported commented: “[The fish are] much better than (three), Norway (one) and England (one). NaTHNaC home early from their trip. It’s the end of their holiday.” and re-established in EU countries and in the European chemicals that poison the environment. And anyway, commented: “This is a significant increase from the A recent study undertaken in Queensland of 136 Economic Area. chemicals soon get washed away by the rain.” number of cases reported in previous years; only travellers with potential exposure to rabies revealed The efforts made by health and fisheries two imported cases from Cambodia into the EU and that less than one in three received post-exposure departments are clearly having a positive effect, European Economic Area were reported in 2012. In treatment, and of those who did, many waited weeks with only 100 cases of dengue fever reported in addition, in May 2013, New Zealand also reported before obtaining the drugs. For many of the travellers, Punjab so far this year, compared to 20,000 in the four imported cases. Investigations are ongoing to the treatment they received while they were overseas 2011 breakout. identify a potential common source or mode of was not considered to be in line with recommended It isn’t just Pakistan that is investigating the potentially contamination in Cambodia.” protocols. The study also showed that just over positive effects of pitting nature against nature – a Paratyphoid is a disease caused by the bacterium one-third of exposures involved deliberate contact trial study undertaken by the governments of Salmonella enterica serovar Paratyphi A, B or C. In the with animals, 31 per cent of people bitten received Cambodia and Laos has found that tiny guppy fish UK, it is almost exclusively acquired abroad through the appropriate first aid at the time of the injury, and the can help combat the spread of dengue as well. The ingestion of contaminated food and water. Paratyphoid average time between bite and treatment was 17 days. study, which was carried out in conjunction with fever is a similar disease to typhoid fever, though the Asian Development Bank (ADB) and the World generally milder; collectively they are also referred to as Health Organization (WHO), is a community-based enteric fever. Information on the NaTHNaC website Measles remains an ongoing concern in Europe, with project that has witnessed significant success. ADB states: “Health professionals should be aware of the Turkish measles the ECDC noting that there are ongoing outbreaks health specialist Gerald Sevais said of the fish: “This increase in the number of S. Paratyphi A infections in the Netherlands and Germany. The bulletin from is a low-cost, year-round safe way of reducing the among travellers returning from Cambodia to the EU, cases up the ECDC states: “Dutch authorities have reported spread of dengue in which the whole community and should take a detailed travel history when evaluating 1,540 measles cases since May 2013, [but] the actual can participate. It offers a viable alternative to any ill returned traveller. In the UK, the majority of Data from the Turkish Medical Association Central Council number of cases is estimated to be much higher. using chemicals and can reduce the scale of costly typhoid and paratyphoid cases are associated with travel has shown that the country has seen a 20-fold increase According to the German Federal Ministry of Health, emergency response activities to contain epidemics.” to the Indian subcontinent.” in the number of measles cases this year compared to the number of reported measles cases has been The guppies have been proven to be effective in the Typhoid and paratyphoid are statutorily notifiable diseases last year, particularly in the southern provinces, which is nearly 10 times higher than the complete number of smaller water containers that are common among in the UK and as such should be reported to the relevant where a number of migrants escaping from conflict in infections in 2012.” The organisation goes on to say: families, but convincing the communities to accept authority for public health follow up. Relevant guidelines Syria have ended up. There were just 349 measles cases “The target year for measles elimination in Europe is fish in their containers is a key part of the ongoing for the management of typhoid and paratyphoid are in Turkey in 2012, but numbers reached 6,000 in just the 2015. The current outbreaks suggest that endemic project. The trial showed that no damage is done available from the Public Health England website. first six months of 2013. Mehmet Muezzinoglu, health measles transmission continues in many EU member to water quality through the introduction of the Furthermore, NaTHNaC said: “It is important that minister, attributed the swift rise to ‘the mass movement states and the prospect of achieving the 2015 objective guppies, who eat all the larvae in the containers. Dr travellers are aware of the potential risk of both of people that Turkey is exposed to given its location’. is diminishing. During the period August 2012 to Eva Christophel, a WHO specialist in vector-borne paratyphoid and typhoid in Cambodia. Typhoid vaccine However, giving the blame for the measles increase to July 2013, 11 of the 30 EU/EAA countries met the diseases, commented: “The project was successful in is available for those whose planned activities put Syrian refugees was disputed by Turkey’s Public Health elimination target of less than one case of measles per mobilising communities with widespread grassroots them at higher risk (e.g. travellers visiting friends and Institution, with deputy chairman Mehmet Ali Torunglu million people in the country.” participation, and high levels of acceptance of fish as relatives, young children, long-term travellers, and saying: “The source of the viruses is not Syria, it’s Europe, Meanwhile, MERS-CoV continues its slow progress, an effective way of reducing the spread of dengue. those exposed to conditions of poor sanitation) but as Europe is currently experiencing a large-scale measles with three new cases reported in September, This project was an important contribution to the typhoid vaccine does not protect against paratyphoid. epidemic. This has been proved by way of laboratory including two deaths in Saudi Arabia. The World WHO’s efforts to develop a toolkit of different All travellers should practise strict food, water and findings.” Young Syrian immigrants, he added, are being Health Organization has also confirmed the death of a community-based methods to prevent and reduce personal hygiene precautions even if vaccinated.” vaccinated against measles. previously reported patient from Qatar. the magnitude of dengue transmission.”

www.itij.com 22 TRAVELMATTERS

Winter sports holidays more popular Thailand promotes

The Association of British Travel Agents (ABTA) show that winter sports holidays are becoming consumer respondents, and found that 15 per cent wellness tourism recently carried out a survey, the findings of which increasingly popular. ABTA’s survey took in over 2,000 of those planning to take a holiday in the next few months (from October) were opting for either skiing International tourist arrivals to Thailand between or snowboarding trips, compared with only 10 per January and September of this year registered an cent in a similar survey carried out at the same time in increase of 23 per cent compared with the same 2012. Ski breaks are most popular among those aged period in 2012, and it has been suggested that 16 to 24, but although bookings for ski trips have risen wellness tourism – the practice of travelling to over the last year, so-called ‘winter sun’ breaks – to different countries for spa holidays, preventative destinations such as the Canary Islands, Greece, Malta health services etc. – could be a key factor in further and Tunisia – are still the most popular bookings for increasing the country’s popularity, as well as the travellers wishing to avoid the cold UK winter. profitability of the segment. A new report states that, globally, wellness tourism represents a market worth $439 billion – or one in seven tourism dollars – and that Thailand is ‘well-placed’ to contribute towards the growth of this industry. The report, from The Shangri-La named Global Wellness Tourism Economy, projects that the category will grow an average of 9.9 per cent best hotel annually for the next five years – almost twice the rate of overall worldwide tourism – and that its value The Island Shangri-La hotel in Hong Kong was recently will reach $678.5 billion by 2017. voted ‘Best Business Hotel in the World’ at the 2013 Business Traveller Asia-Pacific 22nd Travel Awards. The hotel’s parent company, Shangri-La Hotels and Resorts, also received the award for ‘Best Business Hotel Brand Boutique hotels Syria affecting neighbours’ tourism in Asia-Pacific’ – for the twelfth consecutive year – at the ceremony, which was held in Hong Kong at the prove popular There has been a marked drop – 47 per cent organises climbing, cycling and trekking tours. “It is end of September. The Island Shangri-La hotel also New research released by UK-based digital year-on-year – in the number of people looking a huge shame, as before the Syria crisis it looked received, for the third year running, the award for marketing agency Greenlight has shown that, for places to stay in countries neighbouring Syria, as though Jordan was going to have a good year. ‘Best Business Hotel in Asia Pacific’. “We are honoured in terms of online searches, queries for UK according to figures from hotel comparison site Images of all the refugees in Amman have obviously … and would like to sincerely thank our guests boutique hotels currently outnumber queries Trivago. The largest drops were registered for put people off; but while bookings to Jordan have and the readers of Business Traveller Asia-Pacific for for those in short or long-haul destinations by a Cyprus (55 per cent), Israel (38 per cent), Jordan fallen, we have seen increased interest in our trips their support and for selecting us 12 years running,” ratio of 3:1. The agency analysed search data for (32 per cent), Lebanon (79 per cent) and Turkey to Oman.” Nikki Davies, marketing manager of said Greg Dogan, Shangri-La International Hotel specialist hotels and found that, in August this year, (31 per cent). Trailfinders, had this to say: “People still wanting to Management’s president and CEO. consumer searches for ‘small, fashionable, luxury “Not surprisingly, we have seen a dip in our bookings travel to that part of the world are booking trips to and trendy hotel’ totalled 136,650, with 57 per to Jordan, even though it is a very different and much Dubai and the United Arab Emirates. Those wanting cent of these being for less troubled country than Syria,” commented Fiona to go somewhere completely different a similar accommodation in the Marshall, general manager of KE Adventure, which distance away have been looking at the Caribbean.” UK, 17 per cent for short-haul destinations and three per cent for long-haul destinations. The most queried search term domestically was ‘boutique hotels London’, making up seven per cent of searches for boutique hotels in the UK – overall, of the 10 most popular search terms, four were related to the UK’s capital city.

Business travellers value safety

A new study released by Global Business Travel their primary consideration. Sixty-five per cent of those Association has found that safety is the primary concern surveyed said that they found maintaining a healthy of business travellers and the main consideration on diet to be a key concern, while 46 per cent said they which they wish their employers to focus. Seventy-six prioritised sticking to their daily exercise routine. In per cent of respondents said that it is important to terms of travel stress, 66 per cent of respondents them to feel that their employees take their safety and found that dealing with air travel cancellations and security as seriously as possible, with 75 per cent saying delays was the most stressful aspect of a trip, with 49 that staying in contact with their family and friends is per cent pointing the finger at long layovers at airports and 45 per cent listing connecting flights as the most stressful aspect. Forty-four per cent objected to travelling late at night, 42 per cent disliked travelling at the weekend and 40 per cent would rather not travel early in the morning. The survey took in responses from 675 business travellers from 10 countries, and was conducted between June and July this year.

International Travel & Health Insurance Journal TRAVELMATTERS 23

Thailand predicts Chinese tourist increase Zimbabwe aims for arrival boost

The unstoppable march of Zimbabwe’s minister of tourism and Democratic Republic of Congo (DRC) – being cited as outbound Chinese tourism hospitality industry, Walter Mzembi, has a primary contributing factor. continues, with new figures announced that the country’s government Speaking at the recent Sanganai/Hlanganani World from Thailand’s Department is to set up a National Conventions Travel and Tourism Africa Fair 2013 in the Zimbabwean of Tourism (DoT) suggesting Bureau (NCB) as part of its drive to capital Harare, Mzembi said: “We have received that over four million tourists increase tourist arrivals. Figures from support from cabinet to immediately look at setting from China will visit Thailand in the Zimbabwe Tourism Authority show up the National Conventions Bureau, which will also 2013 – the prediction is based a 12-per-cent increase in arrivals to serve as a cost-cutting platform. It will also enable us to on figures that show 3.2 million the country in the first half of this year secure rights to international exhibitions and events.” such tourists have already (859,995 arrivals) compared with the He also said that the government is putting renewed visited the country in the first same period last year (767,393 arrivals), focus on Meetings Incentives Conferences and eight months of the year. The with ever-increasing commerce and Exhibitions (MICE) tourism, and will be suggesting that DoT’s report states that the trade – driven by traders, business tourists facilities such as the Harare International Conference current total number of visitors and transiting tourists from Malawi, Centre and the Hilton Complex in Eastlea be utilised coming to Thailand from China Mozambique, Zambia, Tanzania and the for these purposes. is 88-per-cent higher than in the same period in 2012, and Piyamarn Techaphaibul, chairman of the Tourism Council of Thailand, expects tourists to come not just for sightseeing purposes, but also to shop for affordable products made in Thailand. “The government [will] soon launch what is called [a] ‘shopping paradise’ campaign to attract more Chinese tourists to go shopping during their stay in Thailand,” she said. “For that reason, transportation and accommodations, ranging from services at Suvarnabhumi International Airport to tour buses, taxi cabs and hotels would be conveniently provided.” Meanwhile, the Tourism Authority of Thailand opened its new office in Guangzhou City, China, in October, in the hopes that it can attract even more visitors from the country.

European pilots’ anger at new rules

Pilots in Europe have expressed their anger at the European Parliament’s backing of a new bill intended to regulate pilots’ working hours, despite the bill being opposed by its own transport committee. Organisations including the British Airline Pilots Association (BALPA) raised concerns about safety – for example, the changes could mean some aircrews flying for longer – leading to the transport committee’s rejection of the bill, although the Civil Aviation Authority supports the changes, stating that regulators would now have ‘far greater oversight of fatigue’. Jim McAuslan, general secretary at BALPA, commented: “British pilots want to make every flight a safe flight and are deeply concerned that these unsafe new EU rules will put the lives of passenger[s] at risk. The UK government and flight safety regulator have helped the European Commission force through these rules by dodgy last-minute backroom deals, which have been made up as they have gone along. This has been a botched process … from start to finish.”

www.itij.com 24 TRAVELMATTERS

Positive results for UK sector

The UK Office of National Statistics has reported that the estimated number of visits abroad made by UK residents in July was 9.5 million, a five-per- cent increase from 2012, while in the 12 months to July 2013, the number of visits abroad by UK residents increased by one per cent year-on-year, and expenditure on these visits rose by three per cent. The number of people travelling to Europe increased by two per cent, while the number travelling to North Egypt reaches out America fell by 10 per cent; and to other countries the number fell by three per cent. Visits to friends and Hoteliers protest to Brits families grew by five per cent compared to 2012, IATA finds demand while business visits fell by three per cent. tourism tax Despite UK Foreign and Commonwealth Office Inbound travel to the UK also showed positive results, still strong (FCO) warnings advising that Britons stay away from with the number of visits to the UK by overseas Hoteliers have said that the Northern Ireland (NI) Egypt – with the exception of the Red Sea resorts residents in July 2013 reaching 3.3 million, three-per- The International Air Transport Association (IATA), tourism tax should be cut down to five per cent. – unless travel is essential, the country is attempting cent higher than a year earlier. The number of visitors further to its recent pronouncements on the gradual According to the Northern Ireland Hotels Federation to encourage UK holidaymakers to return through a from North America fell by two per cent compared improvement of global airline passenger demand, (NIHF), the value added tax (VAT) rate of 20 per cent new public relations (PR) campaign spearheaded by to last year, but visits from other European Union has released its August figures, which show a further is a severe handicap in terms of attracting tourists, London-based Rooster PR. The reputation of Egypt countries increased by 16 per cent. strengthening of demand for air travel. The figures putting NI at a disadvantage next to other countries, as a desirable tourist destination has been severely Mike Saul, head of hospitality and leisure at Barclays note a rise of 6.8 per cent in total revenue passenger and a reduction could potentially stimulate the impacted by recent political upheaval and widespread Bank, commented on the findings: “The UK has kilometres (RPKs) compared with August 2012, while industry and allow it to benefit from rising business violence, but Rooster PR has said that it will try to proved a popular choice for European holidaymakers capacity increases ‘lagged demand’ at 5.6 per cent. and consumer confidence in the UK’s economy. It is improve the destination’s desirability to Britons, albeit this year, with great weather and a weak sterling Tony Tyler, director general and CEO of IATA, said claimed that NI’s economy could lose £128 million ‘in line with the stated travel advice from the FCO’. It ensuring tourist numbers to the UK continue to grow that ‘August was a positive month for passenger travel’. over the next seven years if the tax is not reduced. will be the first time in over 12 months that Egypt will on a year-on-year basis for the third month running.” “Strong demand and capacity discipline saw load factors “Lowering the VAT rate could make NI a more have had any kind of PR representation in the UK, and Hugh Robertson, minister for tourism, said: “Tourism match the previous record high of 83.4 per cent,” he accessible destination for tourists who may not have the agency has said that its initial priority will be to plan in Britain has never been stronger and the industry is continued. “The solid performance was also supported previously been able to afford a trip,” said an NIHF a press conference for Egypt’s Minister of Tourism at making a big contribution to the economic recovery. by a stabilisation of emerging market weakness and report. “It could also encourage those considering the World Travel Market in November. Following the success of last year, with the Olympics renewed confidence in Europe and North America. a visit to stay longer, upgrade their accommodation, “We want to effectively communicate that the and the Diamond Jubilee, more people are coming Trading conditions are still tough with high oil prices, use the savings for expenditure elsewhere in the country’s key tourism destinations are safe to visit,” to Britain, spending more money and enjoying all the stiff competition and regulatory hurdles. But demand economy or return for further visits.” The report commented Omayma El Husseini, the Egyptian Tourist great things the country has to offer.” growth remains a bright spot with most indications went on to say: “NI’s relatively high rate of VAT puts it Authority’s director for the UK and Ireland. pointing towards an acceleration in the fourth quarter.” at a distinct disadvantage to other European countries – particularly the Republic of Ireland. Given the proven responsiveness of visitor arrivals/expenditure Guam enjoys record to changes in tourism taxes, a VAT rate cut could lead Berlin airports head Tourism & More to increased demand and provide a much needed visitor numbers stimulus to the industry.” for records offers event security Elsewhere, in the neighbouring Republic of Ireland, The research department of the Guam Visitors Bureau a sustainable conference was held in Ennistymon, Dr Till Bunse, senior vice-president of sales and (GVB) has reported that the small island recently advice County Clare, between 17 and 18 October. Hosted marketing at Berlin’s Brandenburg Airport, has said welcomed the highest number of Korean tourists in by The Burren & Cliffs of Moher Geopark LIFE that the German capital’s airports are on track to the 50 years of the island’s tourism history. The Bureau Tourism & More, a US company providing certification, programme, the international conference focused on add one million passengers this year, taking the stated that between October 2012 and the end of consultation and training services to law enforcement, the development of sustainable tourism destinations, total number of passengers for 2013 to 26 million August this year, Guam welcomed just over 208,000 security, and travel and tourism professionals, has and balancing conservation efforts with the economic – an all-time record. Bunse added that, so far, Korean visitors, a 16-per-cent increase over the offered some advice to those planning major events practicalities of tourism and the promotion thereof. the 20 million passengers who have flown in and original projection for the year. – specifically with regards to protecting their events Contributors included: France’s Global Partnership out of Berlin this year represent a four-per-cent Governor of Guam Eddie Baza Calvo commented against the threat of terrorism. “Recent events around for Sustainable Tourism; US-based Cultural Site increase compared with last year, with air freight on the numbers: “Last year was a historic year for the world have proven once again that holding a Research & Management; and Tourism Ireland. Carol also being up by 3.4 per cent. The key driver for tourism, and things are only getting better this year. major event is no easy matter,” said the company. “We Gleeson, manager of the Burren & Cliffs of Moher this appears to be Tegel Airport, accounting for These unprecedented arrivals show [that] the hard live in a world of political unrest. Major events are of Geopark LIFE programme, commented: “This 15 million of the year’s passengers – an increase work from GVB, our island’s businesses, and all course targets for terrorism. They also may incite local particular LIFE programme is designed to explore of eight per cent compared with 2012 – although our employees [is] paying off. With more tourists, protests that have nothing to do with terrorism. These how best to develop and manage sustainable tourism Schönefeld has registered a decline in passenger Guamanians can expect more jobs, more hours at demonstrations are by-products of the event and may destinations of international conservation value. Our numbers of seven per cent. work, and more opportunities.” occur before or during the event.” Tourism & More premise in the Burren & Cliffs of Moher Geopark is “There isn’t a single airline that is responsible for GVB general manager Karl Pangelinan said the influx went on to suggest that event organisers know exactly that conservation and tourism depend on each other this development,” said Bunse, “but many carriers of tourists was great news for the country, before what type of event they are holding, as ‘the type of and support each other, and it’s clear that the balance who continue to grow their presence in Berlin. adding: “The additional flights from Seoul Incheon and event and the type of public that the event will attract can only be achieved through a partnership between For instance, airberlin attracts more and more the addition of Busan as a gateway city, coupled with often is the first guideline to the type of security that conservation, economic and social interests – and, in connecting passengers in Tegel, and easyJet has increased and proactive marketing initiatives, is now you will need’; organisers were also urged to know particular, between agencies and local people.” grown 10 per cent in Schönefeld this year. We have yielding great benefits to the island … This market is the event’s timetable; know for how long the event is some great new routes being launched this year, only going to grow and we would not have achieved scheduled, as ‘the longer the event is scheduled, the such as Chicago, Florence [and] Nantes.” However, this milestone without the support of our people, our higher the chance that a mishap may occur’; he added, the performance of domestic routes was island leaders, and those who work at the front line of know who is running the concessions less positive this year, largely due to air passenger visitor guest services.” and their private security; review all of duty in Germany. the event’s structural parts; have several plans in place and rehearse them; make sure the local authorities have as much information as possible; be prepared for more than terrorism, as ‘issues such as vandalism, thievery [and] health-related issues can just as easily destroy an event and/or its host community’s reputation’; determine who should be stationed where; combine machines and personnel to get the most security for the least cost; and use the land and event local geography to their advantage.

International Travel & Health Insurance Journal

26 IPMI NEWS

Aetna seeks new ground MediCare Expat driver danger

One Hundred Years, a global private client health healthcare providers. International Hong Kong insurance broker Kwiksure has found that management service, has collaborated with US-based Virgil Bretz, co-founder and CEO of One Hundred the motor insurance claim rate of expatriate drivers Aetna, the global diversified healthcare solutions Years, said: “By collaborating with Aetna, an industry enhances cover in the city is around twice that of the local population. company, to offer a health programme that combines leader in both US and international healthcare benefits, The company blamed the figure on a lack of driving One Hundred Years’ private health advisory service we are underlining our global commitment to serve MediCare International has made a number of experience on the narrow and crowded roads in with global insurance cover. Launched in the UK our clients wherever they happen to be in the world. enhancements to its IPMI policies, including its and around Hong Kong, as well as the fact that most earlier this year, One Hundred Years provides clients Aetna’s reputation for excellence and customer focus emergency evacuation cover, which now includes expats will forego completing a driving test before with a full range of personalised health management enhances our mission to protect and optimise the cover for both supplementary expenses and applying for and getting a licence to drive in the city. services. A dedicated personal health advisory team health of our clients.” compassionate home travel in the event of the death According to data released by Kwiksure this year, for helps executives reach their health and lifestyle goals David Healy, Aetna International’s general manager of a close relative, as long as the insured has been with local drivers, the number of claims is around 1.16 per by developing their health strategies and managing in Europe, said: “One Hundred Years has established the company for over a year. Other improvements cent of the number of new policies issued, while for their healthcare needs. Available 24/7, the health a personalised service model to manage its include cover for reconstructive surgery, external expatriates, the figure stands at around 2.04 per cent advisory teams provide clients with advice members’ health and well-being that prostheses and medical aids and devices. Debbie of the number of new policies. In 2012, claims statistics and guidance on the latest medical research aligns closely with Aetna’s focus on Purser, managing director of the company, said of showed similar results – from over 40,000 policies, treatment options and facilitate access to empowering people to live healthier the changes: “With many individuals and companies locals made 1,303 claims, while for the 6,039 expat the world’s top hospitals and specialists. lives. We are pleased to support looking for ways to extract extra value from their driver policies, 332 claims were made. Additionally, the health advisory teams are on their clients by ensuring the access providers, we believe that our combination of a new Kwiksure manager Ken Chung commented on the hand to manage everyday healthcare needs, they have to world-leading advice range of benefits and low premium rises demonstrates findings: “The streets are very congested in Hong such as scheduling appointments, maintaining and treatment.” our commitment to stay in tune with market needs.” Kong. The roads are not very wide and parking in small medical records, filing forms and co-ordinating Elsewhere in the world, Aetna has places can be a problem. Most drivers here do not payment of medical bills. formed a strategic alliance with Saudi signal when changing lanes.” He added: “Also, many The company’s flagship programme, Arabian insurer Tawuniya which expat drivers here are used to driving on the other Health Plan 001, offers its own means the American Xact enters side of the road in the country where they come from, comprehensive, high-touch company will be which just adds to problems.” client services along with providing healthcare marketplace Aetna’s international services to expats healthcare benefits. living in Saudi Arabia UK-based Xact Risk Solutions Ltd has entered the Clients have priority as well as Saudi international private medical insurance marketplace, access to top specialists citizens living either with Andrew Wilson as its senior partner. The and medical centres in the Kingdom or company, which is also trading as Xact Expat, is an of excellence, and abroad. As part of accredited Lloyd’s insurance broker with offices in also benefit from the alliance, Aetna the north and south of England. Amongst its particular Aetna’s worldwide is providing co- specialist areas are IPMI provision, group personal direct-settlement operative cover for accident and sickness insurance, group critical illness network of clinics, roughly 80,000 Saudi and large group travel schemes. Wilson said of the hospitals and other students while they attend company: “As one of only approximately 150 Lloyd’s college or graduate school in brokers in the world, we can provide cover in over Virgil Bretz the US. 120 countries worldwide.”

International Travel & Health Insurance Journal IPMI NEWS 27

Commission culture criticised Bupa International

David Hadley, CEO of Mediclinic Middle East, which meaning that doctors receive a fixed wage no matter Dr Haidar Al Yousuf, director of health funding at teams with Jubilee owns and operates several hospitals and clinics in how many prescriptions they write or surgeries they the DHA, said: “The whole market needs to be Dubai, has called on authorities in the Emirate to create perform. Hadley further explained: “When our staff do sustainable, and this is the responsibility of all members UK-based Bupa International has teamed up with east a framework for whistle-blowers who are willing to the rounds of clinics and centres to inform them about of the system, including patients.” What could be African insurer Jubilee Insurance to offer two new expose physicians and medical facilities that work on the advanced healthcare facilities we can offer, they are construed as a word of warning to those expecting an regional health insurance schemes – Bupa Explorer a commission, or kickback, system. Hadley spoke to often asked what cut they will get if they refer cases to immediate end to the commission culture in Dubai, and Business Explorer – to people living and working a local newspaper and reportedly said: “The practice our hospitals. Our doctors have also been approached though, was given by Dr Yousuf, who said: “We’re in and around the region. The plans, according to of asking for financial incentives (kickbacks) is rife and by labs and radiology services to refer cases to them not going to over-regulate. I see players and providers the companies, provide coverage for individuals and should be condemned as it leads to over-servicing and and collect commissions.” He added: “Dubai is making expecting regulators to do everything. We need to get company employees who are seeking more than compromises on patient care. We have approached great strides by automating tariffs and introducing out of this mindset. We need everyone to mature, a traditional domestic health insurance plan would the government on the matter. A system of whistle- medical coding. But rogue operators collecting and we need to work together with the sector.” A task offer, but who do not need worldwide cover. Both blowers needs to be introduced so that we can report kickbacks are tarnishing the reputation of healthcare. It force was recently introduced by the DHA, which has insurance schemes offer cover across the African facilities and doctors asking for kickbacks.” Hadley went is time someone spoke about this so that the unethical teamed up with individuals from the private medical continent as well as in India, Pakistan and Sri Lanka. on to say that staff and doctors working in Mediclinic practice is stopped.” sector to form a committee of professionals that has Some of the benefits offered by the Explorer plan facilities have been asked about the possibilities of The Dubai Healthcare Authority’s (DHA) focus is been given the aim of improving customer satisfaction, include a full range of health screening provisions, commission payments, but that the company has a currently on making the healthcare system in the encouraging healthcare investment in the private allowing for early detection of serious conditions strict ‘zero tolerance’ approach to such tactics, which Emirate sustainable, according to speakers at the recent sector, and streamlining and consolidating procedures such as cancer; as well as no lifetime limits for is supported by ethical guidelines and fixed salaries, seventh middle East Healthcare Insurance Conference. for healthcare entities opening facilities in the Emirate. chronic diseases such as heart disease and diabetes. Furthermore, the plan includes cover for AIDS and HIV treatment. Dean Pollard, general manager of Bupa International, NowCompare Malaysian market widens said of the partnership between the two companies: “We are very happy to be working with Jubilee offers HK policies Archipelago Insurance Ltd, a local Malaysian insurer, destinations such as Johor Baru and Penang were Insurance. The launch of these products further has announced plans to sell international private also high on the list of places where the plan could be demonstrates Bupa and Jubilee’s commitment medical insurance from UK-based InterGlobal, hoping attractive to the local population as well as expats. to providing access to high-quality healthcare in NowCompare, an international health insurance to reach sales of around RM7.5 million the region for individual members and comparison website, has announced the launch (US$2.3million). Archipelago, which is licensed businesses and their employees.” Nizar of commission-free comparisons for expatriates by the Labuan Financial Services Authority, is Juma, chairman of Jubilee Holdings, added: seeking health insurance for Hong Kong. Insurers planning to sell the Ultracare range of products “Explorer is a regional plan specifically featured on the comparison site include Bupa from InterGlobal to a targeted group of around designed for the African market. It offers International, Cigna International, DKV Globality, 500 clients in the first year. Alan Chew Cheong great value for money and provides both and Aetna Hong Kong, as well as William Russell, Yew, Archipelago Insurance Group director, individual and business customers access to InterGlobal and ALC Health. Doug Ramsay, director said the target market would comprise medical facilities across the region.” He was of the website, says he was keen to help expats expatriates and high-net-worth individuals also keen to emphasise that the partnership moving to the city understand the different levels of seeking ‘tailored and comprehensive IPMI’. between the companies will ‘enable Jubilee health insurance that are available so that individuals The Klang Valley was identified as a potential Insurance to meet the growing demand for buy the appropriate policy. sales hotspot, while other popular expatriate international private medical insurance’.

www.itij.com

cing an exclusive performance nnoun EXCLUSIVE! A from the Vienna Boys’ Choir www.itij.com/awards

or one night only each and every year, the senior players insurance professionals behind one of the world’s fastest- in the global travel insurance community gather together growing industries come together to recognise the best of the Fto celebrate industry exceptionalism. From insurers to best. On 7 November 2013, the industry will once again shine brokers, assistance companies to air ambulance operators, the spotlight on the brightest stars involved in international and claims handlers to case managers, the healthcare and travel insurance and healthcare delivery.

Finalists and Presenters - ITIJ Awards 2012

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International Travel & Health Insurance Conference Innovate. Educate. Debate. UK 7-8 May 2014 C The Marriott Royal M Bristol | www.uk.itic.co | NASSAUAMERICAS Y

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Bangkok INTERNATIONAL TRAVEL & HEALTH INSURANCE CONFERENCE save the date… 17 - 19 June 2014 | Mandarin Oriental

ITIC_schedule-154.pdf 1 21/10/2013 13:18

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International Travel & Health Insurance Conference Innovate. Educate. Debate. UK 7-8 May 2014 C The Marriott Royal M Bristol | www.uk.itic.co | NASSAUAMERICAS Y

CM • INSURERS • HEALTHCARE • ASSISTANCE • HOSPITALS • AIR AMBULANCE •

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CY

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EAT, DRINK & BE MERRY! THE LEADING TRAVEL & HEALTH 8 May 2014 INSURANCE CONFERENCE ONE NIGHT IN… INCLUDING THE UK’S TOP COMEDIANS BRISTOL

INSURERS • ASSISTANCE • HOSPITALS • AIR AMBULANCE • INSURERS • ASSISTANCE • HOSPITALS • AIR AMBULANCE ASIA PACIFIC

Bangkok INTERNATIONAL TRAVEL & HEALTH INSURANCE CONFERENCE save the date… 17 - 19 June 2014 | Mandarin Oriental 34 FEATURE

Perfect partnerships?

Affi nity deals and white label schemes are as popular as ever in the global travel insurance industry. Robin Gauldie considers whether the enthusiasm for such arrangements is nearing its shelf life or whether it’s about to step up a notch

For affi nity scheme partners, the benefi ts of working additional earnings and adds value to its product “Nowadays, affi nity deals account for the vast by another and serviced by a third, so it is essential together are obvious: the insurance company opens range with a minimum of hassle. Such arrangements majority of travel insurance sales,” says Rob that the policyholder receives an entirely seamless up a new sales channel, allowing clients to buy its between insurers and the likes of supermarkets, travel Upton, director of sales and marketing at CEGA service. “Done well, the customer is none the products at the same time as booking a fl ight, a rental agents and airlines have been popular for many years, Group, a UK provider of claims management and wiser and benefi ts from a powerful combination car, a cruise, or even when buying their groceries; but it’s as important as ever to make sure all parties emergency medical assistance.” Often, he says, of organisations that are experts in their particular while the travel – or other – industry provider gets work together to get it right. the policy is sold by one company, underwritten fi eld,” Upton says.

International Travel Insurance Journal FEATURE 35

In the Asian market, where low-cost carriers are low-cost subsidiary of fl ag-carrier Garuda, launched expanding and travel insurance penetration is low, a deal with Chartis Insurance Indonesia to provide a companies like Tune Insurance see an opportunity to travel insurance solution branded as Citilink Shield, grow their business through deals with these start-up a rebrand of the insurer’s Chartis Travel Guard airlines. In November last year, Citilink Indonesia, the product. Arif Wibowo, Citilink’s chief executive offi cer, said the deal would add value for passengers. Nowadays, affi nity However, this is a stripped-down product. Premiums start at 18,000 Indonesian rupaiyah (US$1 = deals account for the 11,000 IDR) and benefi ts include compensation for delayed fl ights up to IDR450,000 per hour and lost vast majority of travel or damaged luggage cover of up to IDR5,500,000. Citilink Shield also provides coverage against illness, insurance sales accident, and fl ight cancellation. For travellers on return fl ights, coverage extends from fl ight check- »

Popular approach partnerships such as those between British Airways If there was ever any doubt that affi nity partnerships and Preferential Direct, Hertz and Allianz Global in the travel insurance industry were in decline, Assistance, and Royal Caribbean and Holiday Extras further evidence of their ever-lasting – if not abound. Even just this year, a plethora of new increasing – popularity is evident by a swift glance affi nity deals have been struck in different parts of at the current global market, where affi nity the world. In June, Malaysian insurer Tune Insurance announced a tie-in with Philippines airline Cebu Air it is essential that the to sell its insurance policies. The deal caused one regional fi nancial consultancy in Southeast Asia, CIMB policyholder receives an Research, to raise its growth forecast for Tune from 15 per cent for the fi nancial years 2013-15 to 16 entirely seamless service per cent this year, and 18 per cent for the 2014-15 fi nancial year.

www.itij.co 36 FEATURE

in until return. One way travellers are covered from Meanwhile, Allianz Global Assistance USA has been by state or travel industry bodies, Allianz’s policies airport to airport. among the more active insurers in seeking to grow for Kayak clients reimburse non-refundable travel Even established carriers are continuing their tie-ups sales through affinity contracts. In June, Allianz inked costs when a trip is cancelled for a covered reason. with insurance partners, though, and reaping the a partnership with Hawaiian Airlines to integrate They also provide travel assistance for medical and benefits. In October, it was revealed that an affinity its Fusion platform to generate targeted travel other emergencies. ITIJ spoke to Lee Taylor, chief deal between Malaysia Airlines and Cover-More insurance to passengers in Hawaiian’s reservation sales officer at Allianz Global Assistance UK, about the transparency is the key Insurance in Australia had created ‘unprecedented path. And in May, Allianz agreed a deal with Kayak, company’s approach to white label deals. He said: growth in ancillary revenue’. Cover-More, together a global travel search company, to sell its policies “White labelling is often part of a wider distribution to a successful white with Malaysian insurer Etiqa, won a five-year to Kayak’s customers. Crucially for the online agreement, whereby we may also sell via the clients’ contract to provide travel insurance for the airline last travel search sector, in which those buying travel booking channel, [so] the white label solution forms label partnership year, and since that time, the airline’s revenue has or accommodation are often not protected by part of a wider increased in line with its passenger numbers – which compensation mechanisms provided grew 29 per cent in the first six months of this year.

distribution strategy. As such, it forms part of a wider customer proposition agreed between the insurer and client.” Allianz Global Assistance Australia, meanwhile, agreed a five-year deal at the end of 2012 with STA Travel to underwrite all travel insurance sold in STA’s outlets in Australia and New Zealand. It already has affinity agreements with the airline Virgin Asutralia, and with an Australian travel agency consortium, Travellers Choice, amongst others. In the UK, Allianz Global Assistance has partnered with easyJet to sell its policies to the low-cost airline’s passengers – a development that easyJet flagged up with seat-back adverts onboard in what Greg O’Gorman, the airline’s head of partner marketing, says was ‘an awareness-raiser to let customers know that the product was on the market’. The airline also worked hard with the insurer to tailor the product to its audience. Easyjet’s purpose-built policy from Allianz addresses a common complaint among passengers on low-cost airlines regarding heavy penalties imposed for missed flights or changes to flight arrangements by providing what O’Gorman calls a ‘no-quibble refund and free-of-charge transfer to the next available flight’ for insureds who cancel » International Travel Insurance Journal

38 FEATURE

for any reason. The only proviso, he claims, is caution about customer confusion, mis-selling, and about what products are offered by easyJet Direct,” Is the website clear and easy to navigate? Is it clear to that the passenger must turn up at the airport no how well each party in the affinity scheme shares confirmed Greg O’Gorman. “We have taken a customers what they are buying and are the features, more than four hours after the flight has departed. its areas of knowledge and expertise to ensure a different approach now. All passengers now see a benefits and exclusions clear?” With affinity products This is not, he says, an off-the-peg product. “It is a smooth customer experience. Customer confusion number of follow-up emails – for example, with car it is important to make sure that it is clear to potential bespoke policy. We have a cancellation cover, but often arises when the traveller purchases a policy rental, we have now put in two email messages, buyers whether the white label policy provides also personal and medical cover.” Taylor commented from – for example – an airline’s website, but via an including a reminder 48 hours before departure, which cover for pre-existing medical conditions, sports and that the deals inked between Allianz and airlines are insurance seller/administrator, who is actually selling reminds the client of the need for insurance and refer activities, cancellation and travel disruption cover, and very important to the company: “The travel market a product from a separate insurer, who is providing a them directly to the co-branded white label provider.” reasonable policy excess options. is a diverse and vibrant area, therefore other routes product that is underwritten by yet another entity. Transparency and clear questioning, then, are Concerns have also been raised about the mis- to market – whether direct, web or through travel selling of affinity products, especially when a policy operators – are also essential.” is sold by someone who is not an insurance expert. Another recent UK-based insurer–airline affinity Medical assistance and the handling of travel insurance Tracy H. Simons, president of US company Custom partnership involves a three-year contract between Assurance Placements, cautions that white label UK General and Ryanair, announced in 2011, customers, then, needs to be in the hands of those who insurance has its attendant risks for vendors as well as whereby travel insurance is sold on a pan-European clients: “People that typically promote this insurance basis across 22 European Union (EU) countries. The know their industry are the people selling the trip. Sure, they may have deal enables Ryanair to sell travel insurance through a good insurance company and adequate benefits, its website booking process, call centre and dedicated but they also get paid for the sale of the product and travel insurance website to passengers across the EU. insurance is not their specialty,” Simons says. She cites UK General called the scheme, which was developed So, the buyer of the ‘white label’ policy may not essential for those writing and selling affinity the recent case of an injured cruise ship passenger from each area of the company’s business, ‘complex be clear that the policy is written not by the travel products. According to Roman Bryl – formerly in who was disembarked and sent for care at the closest and ground-breaking’. provider/supermarket/car hire firm, but by a separate AXA Insurance’s travel department and now AXA’s medical facility in Turkey. “The care that was given travel insurance company. Sometimes, prominent product manager, motor, direct and partnerships – did not go well and the facility was not the most Word of warning branding by an airline, a bank or a supermarket this is the key to a successful white label partnership: qualified to handle the patient. The outcome was not While many insurers and their travel industry partners selling travel insurance, further buries mention of the “It depends on the quality of the base white label favorable for the traveller. Ironically, there are many are quite rightly upbeat about the concept of affinity insurance company in the small print. website product,” Bryl says. “Are the application JCI accredited facilities in Turkey with top rankings, schemes, there are those who offer words of “There can be a little bit of confusion among customers questions asked in a clear and unambiguous manner? but the need to ‘unload’ the patient and the lack of knowledge sent the patient to a facility that may not have been properly qualified.” Cruise lines, Simons points out, are not medical providers, and do not specialise in medical care or managing it. “Let’s face it,” she says, “when they have an injured or ill passenger they, of course, want to make sure they are safe, but their top priority is probably to get them to a nearby medical facility and defer the responsibility of the wellbeing of the passenger to someone else. They need to move their other passengers to the next port of call. They don’t have the expertise, time or knowledge to pick the best facility for the patient.” Medical assistance and the handling of travel insurance customers, then, needs to be in the hands of those who know their industry. That was one factor in the (now defunct) UK Financial Services Authority’s (FSA) decision six years ago to place limitations on British travel agents selling travel insurance. The FSA argued that travel insurance was better sold by specialist insurers, and that many travel agents lacked the expertise to make sure their clients

International Travel Insurance Journal FEATURE 39

bought the right policy. The move was a blow to high street travel agents, depriving them of a valuable source of revenue, and it also deprived travel insurers of a useful sales outlet. British travel agents now need to be authorised by the FSA’s successor body, the Financial Conduct Authority (FCA), or be appointed as a representative of an authorised insurance firm, before they can sell or advise on travel insurance. Without such approval, all they are permitted to do is give general advice. Regulation also blocks unauthorised agents from selling a holiday that includes non-optional insurance, and this may mean that, unless you’re authorised, you may not sell that holiday. Insurers are confident, however, that their affinity partners have the necessary knowledge to sell their policies, and say they have systems in place to assess sales and distribution matters. As Taylor commented to ITIJ: “As an FCA and PRA regulated entity, Allianz Global Assistance UK takes its responsibilities to

fault lines can be exposed if a white label policy is ill managed at the claims stage needed for these trips: “For example, Well-Being such services should work with the partner to ensure that selling the right policy to the right person and Travel is working with us to develop a policy that will it projects not just the company name, but also its delivering seamless service will be essential to their offer credentialed facilities to insureds. This is both brand values, philosophies and standards – onto continued success. These are challenges that insurers ensure products are not only fit for purpose, but for the pleasure traveller and the medical tourist. The every aspect of its customer relations; from first-call and their industry partners are working hard to meet also relevant to the end user, very seriously. Our coverage is important but you need to make sure you response to final settlement. Upton says this brand while at the same time building strong partnership compliance department works with our respective have the right policy with the right credentialing of immersion gives the customer a unified, positive ethics. Says Lee Taylor of Allianz Global Assistance partners to ensure that our channels are meeting facilities when you really need it, at claim time.” experience that can encourage brand loyalty and UK, the keys to a successful white label partnership the requirements expected and are reviewed on an Thus, at the claims stage, affinity products have to be aid retention. “Delivering this level of integration is are as follows: “Both businesses need to have an ongoing basis.” managed very carefully. “Effective claims management a complex process that calls for a claim provider’s open and trust-built approach whilst never being Simons, meanwhile, credits some travel agencies is a vital part of this unified service, and fault lines can ability to unite skills in technology, telephony, training, afraid to challenge the status quo. If this is combined in the US with pro-actively certifying their agents in be exposed if a white label policy is ill managed at marketing and client management,” he concludes. with ensuring there is a true value to end user that specific types of travel arrangements, such as medical the claims stage,” warns Upton. To achieve effective Affinity schemes may come to dominate the enhances the client’s proposition, then a long-term tourism, and seeking out the types of insurance claims management, he says, companies offering mainstream travel insurance sector, but it is clear and successful partnership can be achieved.” n

www.itij.co 40 FEATURE

Infections, injections and insurance exemptions

With increased global mobility has come the increased spread of infectious diseases. Tatum Anderson evaluates what travel insurers can do to ensure their clients are educated about the potential and real health risks inherent in their intended destinations, and to check that policyholders are taking the necessary precautions to ensure their travels are healthy

In February 2003, a doctor from southern China and, in some cases, death. between the volume of air travel from Mexico to disease, could be declined.” who had been treating patients with an unrecognised As such, the world takes seriously the surveillance other countries, where the disease was eventually The FCO and WHO release information regularly respiratory illness travelled to a family wedding in of new and previously unknown diseases. They identified in the early stages of the pandemic. Two on the emergence of infectious diseases, and issue Hong Kong. His journey ended up killing 774 people are particularly mindful of the fact that travelling can months later, the WHO officially designated the recommendations for travel restrictions. in 29 countries. Unwittingly, he had spread SARS to exacerbate outbreaks. Indeed, travellers have been disease as a pandemic. How insurers underwrite policies to cover travellers 10 other travellers staying in the same hotel. They at the centre of infectious diseases outbreaks for That’s why some travel insurers exclude medical when advice is more nuanced is far more complex. boarded airplanes to other parts of Asia, North centuries. From plagues during the Middle Ages that cover for people who travel to areas that are known For instance, authorities may not advise that travel be America, and Europe, spreading the disease to over swept Europe and Asia, to the movement of smallpox to be rife with particular infectious diseases. Greg suspended completely, but they might recommend 8,000 people. to the Americas by European explorers (while the Lawson, head of retail for UK-based Columbus that authorities screen incoming visitors at airports, or The threat of another pandemic is ever present. explorers brought syphilis back to Europe). Direct, explains that that most, if not all, policies will that travellers use particular vaccines or prophylaxis Take Middle East respiratory syndrome coronavirus Today, air travel helps things move a lot faster. Given carry a general exclusion about travelling to countries before they travel to the area. The ability of a (MERS-CoV), which was first reported in 2012 that more than 900 million international journeys are or regions where the Foreign and Commonwealth customer to make an eligible claim on their travel and has affected 136 people in nine countries taken every year, it’s obvious that global travel on Office (FCO) has issued a recommendation that policy could be dependent on whether or not they to date, with 58 fatalities. But the disease has no this scale exposes many people to a range of health travel should be restricted for health, safety and followed the advice about obtaining a vaccine or known origin. risks. Needless to say, this threat is of paramount security reasons. They may also do the same when taking anti-malaria pills, for example. As recently as April this year, the World Health importance to travel insurers. the WHO issues travel restrictions too. Organization (WHO) announced that another avian He says: “Where an outbreak is widely reported, Risky business influenza A (H7N9), a type of flu usually seen in birds, Modern traffic routes then insurers will log when the advice not to travel to There are also plenty of diseases that do not cause had been found in a number of people in China. It is A type of influenza A (H1N1) that caused the first those regions/countries was first given and how long pandemics, but are still very risky to travellers (and the first time this virus has been seen in people and pandemic of the 21st Century was aided by travellers. those travel restrictions are in place and any claims, those living within the country). Dr Hervé Raffin, the new virus has resulted in severe respiratory illness Air traffic patterns revealed a very strong correlation regardless of whether it is related to the infectious CEO of France-based Medic’Air, which manages

International Travel Insurance Journal FEATURE 41

medical cases and flies patients on commercial and air ambulance flights, says dengue fever and malaria are posing particular risks at the moment. He explained: “Dengue because the number of cases is increasing, malaria because the diagnosis is more difficult.” He also sees drug-resistant tuberculosis and viruses that include Lassa, Marburg, Ebola and hantavirus as major potential threats, which are also highly contagious for medical teams who do not have specific training and equipment. In addition, some travellers might visit areas that increase the likelihood that they could contract particular diseases. They might visit live poultry markets, for instance, or bat caves – several highly fatal diseases have been linked to bats, including rabies and histoplasmosis. Some insurers say there are no specific exclusions for situations like this because they would be quite tricky to assess, according to Stephen Howard of Infinity Insurance Solutions, who said: “This would

most, if not all, policies will

carry a general exclusion

about travelling to countries or regions where the Foreign and

Commonwealth Office (FCO)

has issued a recommendation

that travel should be restricted

for health, safety and

security reasons

Given that more than

900 million international

journeys are taken every

year, it’s obvious that

global travel on this scale

exposes many people to

a range of health risks

be impossible for an insurer to monitor, especially on backpacker/gap year policies where the traveller is visiting many different places. It would be almost impossible for travel insurers to be able to monitor infectious diseases around the world.” That said, most policies will contain some small print on general exclusions related to exposure to needless risk. Insurers might therefore look to apply this exclusion if they felt the customer had been aware there was a possibility of becoming infected and » www.itij.co 42 FEATURE

had acted recklessly. It makes sense that policies take into account the fact that travellers might embark on their journeys without taking the proper precautions. Unlike coronavirus and avian fl u, which have no known vaccines, there are plenty of diseases for which there are appropriate vaccines and prophylaxis. Of course, before travellers can enter some countries, there must be proof of inoculation in order to obtain a visa and so gain entry to the country. That is true of yellow fever, for instance. Entrance to countries such as Tanzania is impossible without a certifi cate. But there are no checks for whether or not a traveller is carrying malaria tablets.

dengue fever and malaria

are posing particular risks

at the moment

Howard says: “If the customer has failed to take the relevant precautions that have been publicised, then the insurer could exclude cover for any claims arising out of a medical condition contracted by this failure.” Greg Lawson of Columbus Direct says not all policies detail the health precautions that a traveller must take in order for their coverage to be valid, but pointed out that they probably should. He says: “If they [insurance policies] don’t currently [stipulate that a

vaccine must be taken], some travel medicine experts late holiday bookings is increasingly common and it is more likely to be can make organisation of medical advice and malaria due to oversight than chemoprophylaxis more diffi cult.” Widdrington and a conscious decision to his colleagues recommended more information about provide cover even when believe the travel insurance industry malaria prophylaxis on travel booking websites. vaccinations have not been taken.” A question of responsibility This gap in insurance cover is But some travel medicine experts believe the travel perhaps surprising, given that should include more information insurance industry should include more information so many tourists do not take within policies too. Dr Charlie Easmon, medical the appropriate prophylaxis. director of Your Excellent Health Service, and a travel Travel medicine experts say within policies too medicine expert, says insurers are particularly lax in this is a particular problem covering travellers under different circumstances. with diseases such as malaria. He believes they should give clear protective advice There is no vaccine for this within policies, because if it were readily available, killer disease, which is endemic more travellers would take the correct precautions in many parts of Africa and and be less likely to require medical attention. He Asia, but there is prophylaxis in says: “Some of us think if they did [include preventive the form of tablets. Despite this, the International book a doctor or information and advice in policies] it would increase Association for Medical Assistance to Travellers travel health clinic compliance. A signifi cant percentage of people do not (IAMAT) says it regularly comes across travellers that appointment in get vaccinated or if going to malaria areas, do not get take advantage of last-minute travel deals and head time. Indeed John the prophylaxis and advice that they need.” off on holiday without proper medication. Widdrington, While some insurers have suggested that it is too Some travellers also say the cost of anti-malarial specialist registrar diffi cult for travel insurance companies to keep track medication and travel health consultations can in infectious of diseases everywhere, Easmon is of the opinion that be prohibitive. The UK National Travel Health diseases at the industry meetings such as the International Travel and Network and Centre (NaTHNaC) says many UK’s James Cook Health Insurance Conference (ITIC) are extremely travellers who are visiting friends and family University Hospital, helpful for those wanting to gather information in malaria endemic areas believe they are still drew attention to on what’s going on with different diseases around immune to malaria because they lived in the a cluster of cases of the world. region or had it as a child. Other travellers prefer imported malaria in Similarly, travel insurers could get far more to take natural remedies that are not scientifi cally travellers returning from information about diseases that might affect travellers proven to prevent malaria. the Gambia in December if they chose the right sources of information, Usually, however, the excuse offered by travellers 2010 in the British Medical suggests Dr Dipti Patel, joint director of NaTHNaC. is that they do not have the time to research Journal. He said: “The use This agency issues alerts on outbreaks that specifi cally if malaria is a risk at their destination, or can’t of Internet websites to make apply to travellers from the UK, although there » International Travel Insurance Journal

44 FEATURE

are equivalent services in other countries, including the US, such as the Centers for Disease Control and Prevention’s travel health alerts. The NaTHNaC alerts differ from the WHO recommendations, explains Patel, because they look solely at risks to travellers. The WHO is good at surveillance of outbreaks, she says, but its alerts are largely aimed at a wider audience that include doctors, politicians and national authorities that are worried about diseases coming in through their borders. She added: “There is a lot of information out there and a lot of sites just report outbreaks, but what we do is produce context for it,” she says. “We are analysing whether this is a significant risk for travellers and we don’t act on unverified sources.” This approach means that the organisation can decide more accurately the risks of a disease that has relatively few cases but in popular tourist areas, compared with an endemic outbreak in areas that travellers rarely travel to. For instance, the polio virus has been discovered recently in Somalia, and in Israel’s sewage system. Both are a cause for concern amongst national authorities, but context is everything when it comes to travellers, says Patel. That’s because Israel is a popular summer stopover for long-stay travellers, who head for the beaches or a kibbutz experience while on a global backpacking tour. In contrast, Somalia is not a popular area for travellers, but outbreaks there are still relevant to travellers because of the countries surrounding it: “It’s important to know because it’s near the Kenya,” she explains, “but

Travellers are more likely to contract diarrhoeal diseases if they

intend to sample lots of street food in certain countries

we wouldn’t issue lots of reports on it.” to a certain place. Just as an example, it recently NaTNHaC says most of this information is consumed released health information sheets with advice for by travellers and doctors, but says it is surprised by Hajj and Umrah travellers that detail the vaccinations the lack of interest from the travel insurance industry. required and current health concerns in the region, “We have a few insurers in our stakeholder group, such as MERS-CoV. Insurers selling policies to pilgrims but we don’t have an overarching body that we work could very easily point their clients in the direction of with,” she says. NaTHNaC’s website by linking to it from their own There may, however, be a limit on just how much online portal. policies can reflect the true risks to travellers. One As an industry, it is recognised that the vast majority of the world’s most pre-eminent infectious disease of people do not read their travel insurance specialists, Professor David L. Heymann, chair of policies, so including a requirement that stipulates the UK Health Protection Agency, and Head of a person must take the necessary vaccinations the Centre on Global Health Security at Chatham and/or prophylaxis or their claim will be rejected House, says it can get rather complicated to state could easily land the insurer in hot water with the exactly what the most important risks are because ombudsman. While the travel and health insurance travellers go to different places for different reasons. industry would say it is reckless for a traveller to go Those going abroad for sex tourism are more at to, say, East Africa without malaria medication, for the risk of penicillin resistance – gonorrhoea or HIV, general public, many would not even consider the for instance. Travellers are more likely to contract fact that their policy might be void if they don’t head diarrhoeal diseases if they intend to sample lots of official pre-travel advice. When it comes to treating street food in certain countries. “It really depends customers fairly, the ombudsman has shown, on on what they do and where they go and the specific more than one occasion, to err on the side of what pathogens where they are going,” he says. ‘a reasonable person’ would consider fair, not what “You can’t just say what the most important risks are. the industry considers to be fair. The defence of ‘it It depends on where the person is going.” was clearly stated in the policy wording’ sometimes isn’t sufficient to defend claim rejections in the eyes Keep it real of the ombudsman. The industry must balance its It’s certainly a mammoth task to expect travel insurers right to reject claims from reckless travellers with a to know about every outbreak that could potentially realistic approach to giving them as much information affect a traveller’s health, but it could be argued that as possible that will enable the client to look after perhaps the industry could take more notice of the themselves better. n sources of information that are out there, and engage more with organisations such as NaTHNaC to better Additional reporting by Mandy Langfield inform their policyholders about the risks of travelling

International Travel Insurance Journal

46 PROFILE

From sailor to US Marine to insurer TIJ cent online. I believe it’s the way of the future. fraudsters, or to catch them while they are in the ‘Mental health conditions’ is a very, very broad spoke to Craig Australians appear to be more price sensitive, hence process of making a fraudulent claim? term! We do not cover this at the current time due Morrison, CEO more aggregators, which haven’t really taken o Fraudulent property claims happen constantly, to the profound risk of anti-selection making it in NZ. Credit card travel insurance is still on the but more so during tough economic times. We use uneconomical to cover; premiums would be vastly of Southern Cross competitive landscape, ‘sh hooks’ and all. business intelligence software to scan the database increased for everyone if this general exclusion were I in real time to alert us to suspicious claims. At to be removed. While I accept that some insurers Travel Insurance (SCTI), What is SCTI’s share of the New Zealand (NZ) that point, we may turn it over to a professional in the world are oering cover for this, it remains a market? How much has this changed since you investigator, and we may ban a serial claimer from very challenging aspect of underwriting, especially about market dynamics and began operations? buying from us again. We have other tricks up our when it opens up the door for literally thousands In NZ, we’re passing through about a 15-per- sleeve that I can’t reveal here! of illegitimate cancellation claims that are really medical screening cent share of the total market (both insured and ‘disinclination to y’ claims. uninsured). When I started, it was less than four What bene ts have been brought to the company Where were you born & where were you educated? per cent. In Australia, we’re passing through two following the introduction of online claims What are you most proud of – both personally I was born in Salem, Oregon, US, a small city of per cent. Growth in both markets continues to be submission? Or does online claims submission and professionally? 100,000 people in the heart of the Willamette Valley extremely strong. only bene t customers? Personally, it would have to be my kids: Taylor (where now some of the best Pinot Noir grapes are e customers benet most because instead of (12), and Carter and Amy (the twins, 10). ey grown, but not when I was a kid!). Upon graduation On which part of travel insurance policies does having to ll in a claim form by hand and post are growing up to be happy, well-adjusted, self- from high school, I entered the US Naval Academy SCTI see the most claims? it, they can type it in online, get an immediate aware, kind children. I love travelling with them in Annapolis, Maryland. After graduating from Far and away medical claims. We see thousands of conrmation of lodgement, get a claim number, and showing them the world. Whether they grow there, I served as a US Marine Corps o cer for ve medical claims for less than $1,000 for the usual and specic instructions on what to do next. e up nding a cure for cancer, or milking cows on years (most of which was spent in Okinawa, Japan). ‘routine’ unexpected events like cuts, scrapes, benet for SCTI, which launched a proprietary a farm, or working in insurance, I am condent stomach bugs (hangovers!), and broken arms claims application one year ago, is that the customer that they will continue to be grateful for every day, When did you rst become involved in the and legs. In the US, we use several dierent cost has already keyed the claim into our system, which because every day is a gift. international travel insurance industry? containment companies depending on where our eliminates double handling, and claims assessors to Professionally, a key highlight was SCTI winning Just after the 9/11 terrorist attacks, I answered a insured randomly ends up. a great extent do not need to handle paper, but look the ‘Best Place to Work’ award in NZ in 2008. blind ad in the New Zealand Herald to be a business Earning the respect of the sta for the leadership unit manager for the travel insurance department of of the company and to then have it sanctioned a larger insurer. At the time, SCTI was buried in the We began using the online medical assessment system in by a third party competitive survey is a very high bowels of the much larger Southern Cross Health honour. However, keeping SCTI on an aggressive Insurance entity, even though the two were very early 2009 … there has not been an increase in medical growth path and keeping everyone ‘rowing in separate legal entities. the same direction’ continues to be a joy and a claims since its introduction, but there has been an challenge. I am very fortunate to have a job that How did you progress to your current position as feels to me like a hobby, and I look forward to every CEO of SCTI? increase in the consistency of our underwriting day at the o ce, no two of which are alike. From that somewhat auspicious beginning in January 2002, I’ve always had full prot and loss What do you enjoy doing in your spare time? responsibility, but with dierent titles: business unit Sailing, golng and scuba diving. Taylor is now manager, general manager, chief operating o cer, We often write in ITIJ about the dangers of at scanned images on the screen (except for original scuba qualied, so she and I can do that together. and then in October 2008 was promoted to chief travelling in Indonesia, speci cally tainted receipts, which we require and inspect very closely We’re all sailors and golfers. And Auckland is a executive o cer, reporting to the Board for the rst alcohol and moped accidents; does SCTI witness for signs of fraud!). We endeavour to settle claims paradise to do all of these. time. e business has grown from about NZ$8 signi cant numbers of claims related to these within one to three days of receipt of all documents. million in gross written premiums to now around issues? How do you try to help educate tourists Where was your last holiday? Where would you $50 million (including Australia). about the dangers? SCTI oers online medical screening for its like to visit in the future? We see them, but they’re not a signicant number customers. When was this introduced and In April, we sailed up the East coast of NZ to Have you noticed any recent changes in terms of our total claims volume, given the extremely high have you seen an increase in medical claims the Bay of Islands, which is incredibly beautiful. of how customers wish to purchase their dispersion rate of Kiwis once they hit an overseas since its introduction? Do you cover mental Saw dolphins, swam in crystal blue water, sailed travel insurance? airport hub. All of the things you write about health conditions? and just ‘mucked around’ as we say. Long, lazy e NZ and Australian markets are remarkably in ITIJ happen to SCTI customers just like any We began using the online medical assessment days lounging around on a sailboat reading a dierent. e Southern Cross brand is far better other insurer. We try to educate our customers and system in early 2009, with great results. ere has book, dozing o, and living that ‘Jimmy Buett known in NZ, so that helps a great deal in attracting potential customers to the unknown pitfalls, risks, not been an increase in medical claims since its Margaritaville’ kind of life is a great way to spend customers to a trusted organisation and website. and traps of overseas travel by way of blogs, press introduction, but there has been an increase in the a holiday! Also, for Kiwis, going overseas anywhere is a long releases, and email campaigns. consistency of our underwriting. ere is some I’m looking forward to visiting Vienna at ITIC way, so they want to be sure they’ll be looked after evidence that we sell more policies than before, and in November, and I’m also planning on visits to if the unexpected does happen. Ten years ago we Have you noticed an increase in attempted collect more premium for covered conditions due Prague and Moscow on this same trip. I’ve never sold zero policies online, and now we’re approaching fraudulent claims recently? What measures does to collecting a small premium for the additional seen those places before, so am really looking 98 per cent online. In Australia, we’re 100 per Southern Cross have in place to deter potential risk covered. forward to it. International Travel Insurance Journal

48 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

AMREF Flying Doctors ) Medical Wings Dr Bettina Vadera – Medical Director Dr Sura Jaidwatee, M.D. – Medical Flight Manager 222 Room 3259, Bangkok International Airport, Viphavadee-Rangsit Rd, Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA Sikan, Donmuang, Bangkok 10210, THAILAND tel: +254 20 6000 090 email: [email protected] tel: +662 247 3392 email: [email protected] (AFRICA) fax: +254 20 344 170 website: www.flydoc.org fax: +662 535 4355 website: www.medicalwings.com

Assistance Médicale Africaine MJETS Limited AUSTRALASIA

Docteur Hage – Général Manager ( Mr. Sukit Kaewamorn – Director of Sales AIR AMBULANCE AIR AMBULANCE Private Jet Terminal, Don Mueang International Airport, 222 Box 9962, Libreville, Gabon, GABON Viphavadee-Rangsit Road, Don Mueang, Bangkok 10210, THAILAND 24/7 tel: + 241 07 88 80 80 email: [email protected] tel: +66 2792 9444 email: [email protected] fax: + 241 44 10 20 website: amafrique.com fax: +66 86 991 7512 website: www.mjets.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 EUROPE

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Medico Rescue AIRLEC Air Espace 24/7 Flight Desk Paul Tiba – Managing Director Pointe Noire, CONGO Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

tel: +41 22 939 22 53 email: [email protected] 24Hr tel: +335 56 34 02 14 email: [email protected] fax: +41 43 430 21 48 website: www.medicorescue.com fax: +335 56 55 98 18 website: www.airlecairespace.com

West African Rescue Association AAA Alpine Air Ambulance AG Florian Zagel – Managing Director Jürg Fleischmann – CEO Klotey Cresent 6, North Labone, Accra, GHANA P.O. Box 233, CH-8058 Zürich Airport, SWITZERLAND

24hr tel: +233 243 666 111 email: [email protected] tel: +41 44 813 09 09 email: [email protected] fax: +233 21 781 259 website: www.westafrican-rescue.com 24/7 tel: +41 44 813 10 10 website: www.air-ambulance.ch

) AIRGURUS Ltd. Co. Augsburg Air Ambulance Capt. Harry Lero – President & CEO Roland Schoberth – Director Delta Air Hangar, General Aviation Area, Manila Domestic Airport, Roseggerstr 17, D-86368, Gersthofen, GERMANY Pasay City, 1300, PHILIPPINES 24/7 tel: +632 781 0727 email: [email protected] tel: +49 821 299 1020 email: [email protected] +63917 596 6288 website: www.airgurus.com tel: +49 821 299 2030 website: www.ambulanzflugdienst.de

AUSTRALASIA AeroMed Asia Inc. Capital Air Charter ( Cindy Wong / Lorraine Paul – International Account Management Lisa Humphries – Sales Director SINGAPORE BANGKOK THAILAND Hangar 68, Exeter International Airport, EX5 2BA, UK

tel: +603 7965 3883 email: [email protected] tel: +44 845 055 2828 email: [email protected] fax: +603 7629 8810 website: www.aeromed-asia.com fax: +44 1392 350 039 website: www.capitalaircharter.co.uk

CareFlight Group DRK Assistance Peter Elliott – Manager, Tasking & logistics Andreas Speich – Managing Director PO Box 5078, Robina Town Centre, Qld, AUSTRALIA Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

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CareFlight International European Air Ambulance Paul Smith – National Manager Patrick Schomaker – Director Sales & Marketing Locked bag 2002 Wentworthville 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

Medic’Air International 每递安国际 FAI – rent-a-jet AG Dr Huaqun Gao – Medical Director Volker Lemke – Director Sales & Marketing 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA Flughafenstrasse 100, D-90268 Nuremberg, GERMANY

tel: +86 2163 558289 email: [email protected] tel: +49 911 36009 31 email: [email protected] fax: +86 2163 558285 website: www.medic-air.com fax: +49 911 36009 59 website: www.rent-a-jet.de

CATEGORY KEY CLAIMS MANAGEMENT INSURERS GlobalMed International AIR AMBULANCE CLAIMS SUBROGATION MEDICAL ESCORT ON COMM. AIRLINE Gert Muurling – CEO & Medical Director AIR AMBULANCE INTERIOR COMMERCIAL REPAT SPECIALISTS MEDICAL PROVIDER AIRCRAFT PERFORMANCE SOLUTIONS CRITICAL CARE PATIENT TRANSPORT MEDICAL SCREENING Auf Roedern 7c, 56283 Pfaffenheck, GERMANY ASSISTANCE COMPANIES FUNERAL DIRECTORS RE-INSURANCE CATASTROPHIC CLAIMS SPECIALIST HEALTHCARE CLINICS TRAVEL AGENTS tel: +49 6742 897 425 email: [email protected] fax: +49 3212 100 5018 website: www.globalmed-international.eu COST CONTAINMENT HOSPITALS WEB & DESIGN SERVICES call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 49

) Jet Executive International Charter JET ICU Irena Dimitrijevic – Marketing & Sales Mike Honeycutt – President Mündelheimer Weg 50, D-40472, Düsseldorf, GERMANY 2561 Rescue Way, Brooksville, FL 34604, USA “Homebase FRA & MUC” tel: +49 211 602 7775 email: [email protected] tel: +1 352 796 2540 email: [email protected] EUROPE

( fax: +49 211 602 77766 website: www.jetexecutive.com fax: +1 352 796 2549 website: www.jeticu.com

Malteser Service Center Life Flight International Inc. Johannes Hoischen – International Network and Repatriation Chris Connor – Vice President AIR AMBULANCE AIR AMBULANCE 104-1962 Canso Rd. North Saanich, BC CANADA Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY (NORTH AMERICA) V8L 5V5 Victoria International Airport (CYYJ) tel: +49 221 98 22 333 email: [email protected] tel (int): +1-250-655-1630 email: [email protected] fax: +49 221 98 22 339 website: www.malteser-service-center.de tel (NA): +1-800-661-2183 website: www.lifeflight.ca

Medic’Air International Latitude Air Ambulance Dr Herve Raffin – General Manager Jeff McIntosh CANADA 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE USA tel: +33 141 72 1414 email: [email protected] tel: +1 289 426 1133 email: [email protected] fax: +33 148 57 1010 website: www.medic-air.com fax: +1 289 426 1134 website: www.latitude2009.com

North Flying a/s REVA Inc Jesper Kragelund – Sales Manager Stuart Hayman – CEO

North Flying Terminal, Aalborg Airport, DK-9400, Nørresundby, DENMARK 1745 NW 51 Place, Hangar 73, Fort Lauderdale, Florida 33309, USA

tel: +45 9632 2900 email: [email protected] tel: +1 954 730 9300 email: [email protected] fax: +45 9632 2909 website: www.northflying.com fax: +1 954 485 6564 website: www.flyreva.com

Redstar Aviation Skyservice Air Ambulance Dr. Mustafa Atac – CEO David Ewing – VP International Business Development Ankara Caddesi Cimen Sok. No: 13, Bulutlar Is Merkezi B-Blok Kat:2 D:4, Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), 34912 Kurtkoy Pendik Istanbul, TURKEY H9P 1A2, CANADA tel: +90 216 560 0 772 email: [email protected] tel: +1 514 497 7000 email: [email protected] fax: +90 216 560 0 770 website: www.redstar-aviation.com fax: +1 514 636 0096 website: www.skyservice.com/airambulance

Swiss Air-Rescue (Rega) Africa Assist Stefan Becker – Head of Corporate Development Diana Sharp – Director Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND Suite 18, Private Bag X10016, Edenvale,1610, SOUTH AFRICA tel: +41 44 654 33 11 email: [email protected]

(AFRICA) tel: +27 (0) 83 300 3927 email: [email protected] fax: +41 44 654 33 22 website: www.rega.ch fax: +27 (0) 86 519 2198 website: www.africa-assist.co.za

Tyrol Air Ambulance AIMS Eva Kluge – Head of Sales and Marketing Bernadette Breton – Managing Director PO Box 81, A-6026, Innsbruck Airport, AUSTRIA Private Bag X5, Benmore Gardens 2010, Johannesburg, SOUTH AFRICA

tel: +43 512 22422840 email: [email protected] tel: +27 11 783 0135 email: [email protected] mobile: +43 676 83422840 website: www.taa.at fax: +27 11 783 2950 website: www.aims.org.za ASSISTANCE COMPANIES ASSISTANCE ) Acute Air Ambulance AMREF Flying Doctors Courtney Preston – COO Dr Bettina Vadera – Medical Director 240 SW 34th Street, Fort Lauderdale, FL 33315, USA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

toll free: +800 855 0404 email: [email protected] tel: +254 20 6000 090 email: [email protected] fax: +480 287 9154 website: www.acuteair.com fax: +254 20 344 170 website: www.flydoc.org

Aeromedevac Air Ambulance Assistance Médicale Africaine Adam Williams – President Docteur Hage – Général Manager NORTH AMERICA ( Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA Box 9962, Libreville, Gabon, GABON

toll free: +(800) 462 0911 email: [email protected] 24/7 tel: +241 07 88 80 80 email: [email protected] fax: +(619) 284 7918 website: www.aeromedevac.com fax: +241 44 10 20 website: amafrique.com

Air Ambulance Specialists CONNEX Assistance Tom Cox – General Manager Dr. Helmy El Tanahy – CEO 8001 South InterPort Blvd., Suite 150, Englewood, CO 80112 , USA Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT

tel: +1 720 875 9182 email: [email protected] tel: +202 3 336 0005 email: [email protected] fax: +1 720 875 9183 website: www.airaasi.com fax: +202 3 762 0003 website: www.connexassistance.com

American Care Air Ambulance, Inc. Medical Services Organisation (MSO) Milan Floribus – Vice President Vernon Pillay – Operations Director - International Division 8775 Aero Drive, Suite 120, San Diego, CA 92123, USA PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA

voice: +1-858-627-0515 email: [email protected] tel: +27 (0)11 259 5403 24hr email: [email protected] fax: +1-858-627-0534 website: www.americancareairambulance.com fax: +27 (0)11 259 5001 website: www.mso.co.za

Global Jetcare, Inc. West African Rescue Association Bart Gray – President Florian Zagel – Managing Director 16479 Runway Drive, Brooksville, FL 34604, USA Klotey Cresent 6, North Labone, Accra, GHANA

tel: +1 352 799 7771 email: [email protected] 24hr tel: +233 243 666 111 email: [email protected] fax: +1 352 799 7776 website: www.globaljetcare.com fax: +233 21 781 259 website: www.westafrican-rescue.com 50 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Active Care Management Global Doctor China David Rivelis – Senior Vice President Ms.Jessica Fang – Operations Manager Unit 808/811, Level 8, No.88, Bai Zi Wan Nan Er Road, Chaoyang 3600 Rhodes, Windsor, ON, N8W 5A4, CANADA District, Beijing, P.R.,100022 CHINA tel: +(519) 945 8256 #4226 email: [email protected] tel: +86 10 5815 1188 email: [email protected] fax: +(519) 251 5165 website: www.active-care.ca fax: +86 10 8775 9138 website: www.globaldoctor.com.au (N AMERICA)

ASSIST-CARD (AUSTRALASIA) ADAC Ambulance Service Federico Tarling – Chief Service Officer Robert Glueck – Marketing & Sales Director ASSIST-CARD Building, 175 South West 7th Street, Suite 2407, Hansastr. 19, D - 80686 Munich, GERMANY Miami, FL 33130, USA tel: +1 305 381 9959/69 email: [email protected] tel: +49 89 76 76 52 85 email: [email protected] toll free: +1 800 874 2223 website: www.assist-card.com 24h Alarm: +49 89 76 76 50 05 website: www.adac.de/ambulance ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE

GORAL ASSISTANCE CANADA INC. (EUROPE) AP Companies David Ohayon – Local Manager Natalya Butakova – Business Development Manager 2335 Stevens St, VSL, Montreal, QC H4M 1H1, CANADA 17 Varshavskoye Shosse, Moscow 117105, RUSSIA

tel: +1 514 4481343 email: [email protected] tel: +7 495 989 1120 email: [email protected] fax: +1 514 4481835 website: www.goralassist.com fax: +7 495 989 1130 website: www.ap-companies.ru

SelectCare Worldwide ARC Europe SA Magdi Riad – President Alexander Zerzaihi – Network Director 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA Avenue des Olympiades 2, 1140 Brussels, BELGIUM

tel: +1 866 261 4441 email: [email protected] tel: +32 2 706 6661 email: [email protected] toll free: +1 416 340 7152 website: www.selectcareworldwide.com fax: +32 2 706 6601 website: www.arceuropemedical.com

World Travel Protection AXA Travel Insurance Abasse Asgaraly – Director, Global Partnerships Richard Zann – Global Commercial Director 400 University Avenue, 15th Floor, Toronto, ON, M5G 1S7, CANADA The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, UK

tel: +1 416 205 4646 email: [email protected] tel: +0800 028 3336 email: [email protected] fax: +1 416 205 4676 website: www.wtp.ca tel: +0203 2840 879 website: www.axa-assistance.co.uk

Asian Assistance (Thailand) Co., Ltd. CNAS Susanne Mørch – Managing Director Carole Luisy – Managing Director Viphavadi Tower, 51/3 Ngamwongwan Road, Ladyao, Bangkok 10210 80 rue des alliés, 38100, Grenoble, FRANCE THAILAND tel: +66 2 941 1540 email: [email protected] tel: +33 438 49 83 49 email: [email protected] fax: +66 2 941 1550 website: www.asianassistance.com fax: +33 438 49 83 40 website: www.cnas-assistance.com

(AUSTRALASIA) AP Companies KAZAKHSTAN DRK Assistance Elmira Turmagambetova – General Manager Andreas Speich – Managing Director 4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

tel: + 7 727 350 52 76 email: [email protected] tel: +49 211 301805-0 email: [email protected] website: www.ap-companies.com fax: +49 211 301805-21 website: www.drkassistance.com

Assistance Online Global Assistance a.s. Angela Cheng – Head of Operations 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

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 Oxana Razorenova – 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

First Assistance IFRA Assistance GmbH – Austria Mary-Jo McDonald – CEO Mr. Christian Steindl M.D. – CEO PO Box 17-310, Greenlane, Auckland, NEW ZEALAND IFRA Assistance GmbH, Schießstattring 21, A-3100 St. Pölten, AUSTRIA

tel: +64 9 356 1650 email: [email protected] tel: +43 (0) 2742 49 11 email: [email protected] fax: +64 9 525 1278 website: www.firstassistance.co.nz fax: +43 (0) 27 42 89165 website: www.ifra.at

Global Assistance & Healthcare MD Medicus Assistance GmbH Mario Babin – Chief Executive Officer Sven Scharff – International Network Manager Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, Industriestr. 2a, 67063 Ludwigshafen, GERMANY Jakarta 12560, INDONESIA tel: +62 21 299 78 999 email: [email protected] tel: +49 - 621 / 5490 171 email: [email protected] fax: +62 21 299 78 9555/66 website: www.global-assistance.net fax: +49 - 621 / 5490 029 website: www.md-medicus.net call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 51

Malteser Service Center Dr Colin Plotkin & Sons Consulting INC. Johannes Hoischen – International Network and Repatriation Dr Colin Plotkin – Managing Director Malteser Hilfsdienst gemeinnützige GmbH 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY tel: +49 221 98 22 333 email: [email protected] tel: +1 604 241 9677 email: [email protected] (EUROPE) fax: +49 221 98 22 339 website: www.malteser-service-center.de fax: +1 604 241 0733 website: www.plotkinconsulting.com

Marm Assistance Global Excel Management Fırat Olgun – CEO CATASTROPHIC John Spears – VP Sales and Marketing Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah, 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA Kurtkoy 34912, TURKEY CLAIMS SPECIALISTS tel: +90 216 560 07 24 email: [email protected] tel: +1 819 566 1130 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com fax: +1 819 566 8447 website: www.globalexcel.com ASSISTANCE COMPANIES ASSISTANCE med con team GmbH Frontier International Group, Inc Michael Weinlich – Managing Director Gitte Bach – President and CEO 1024 Bayside Drive, Suite 144, Newport Beach, Gerhard-Kindler-Str.6, 72770 Reutlingen, GERMANY California, 92660-7462, USA tel: +49 7121 433 660 email: [email protected] tel: +1 949 429 7130 email: [email protected] fax: +49 7121 433 619 website: www.medconteam.com fax: +1 949 666 6520 website: www.frontierintl.com

Medicall AG AIMS Armin Bucher – CEO Bernadette Breton – Managing Director Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND Private Bag X5, Benmore Gardens, 2010 Johannesburg, SOUTH AFRICA

email: [email protected] tel: +00 27 11 783 0135 email: [email protected] tel: +41 44 655 16 67 (AFRICA) website: www.medicall.ch fax: +00 27 11 783 2950 website: www.aims.org.za

MRI Assist Medical Services Organisation (MSO) Denise Rogers – Network Manager Vernon Pillay – Operations Director - International Division C/Porto Pi, 8. 07015 Palma de Mallorca SPAIN PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA COST CONTAINMENT tel: +34 971 919 244 email: [email protected] tel: +27 (0)11 259 5403 24hr email: [email protected] fax: +34 971 919 255 website: www.mri-assist.com fax: +27 (0)11 259 5001 website: www.mso.co.za

ONE Assist Assistance Online Linda Norman – Client Relationship Manager Angela Cheng – Head of Operations

Palma C/Cardenal Rossell No.1, Esc. A 2˚. Desp 8-9, (ASIA) Zendai Cube Edifice 6/F, 58, Changliu Road, Pudong, 200135 Shanghai, CHINA Palma de Mallorca 07007, SPAIN tel: +44 (0) 1992 708 700 email: [email protected] tel: +86 21 6854 1008 email: [email protected] 24 tel: +44 (0) 1992 444 337 website: www.oneclaims.com fax: +86 21 6854 1009 website: www.assistanceonline-china.com

Save Assistance France AP Companies Franck Molinier – Director of Business Development Natalya Butakova – Business Development Manager 6 Rue Jean-Pierre Timbaud, Le Campus, Bat. B1, 17 Varshavskoye Shosse, Moscow 117105, RUSSIA 78180 Montigny-Le-Bretonneux., FRANCE

tel: +33 13062 6752 email: [email protected] (EUROPE) tel: +7 495 989 1120 email: [email protected] 24 tel: +33 13062 1122 website: www.saveassistance.com fax: +7 495 989 1130 website: www.ap-companies.ru

Savitar ChargeCare International Maria Berkova – General Manager Christiane Burniston – Managing Director 25/1, Trubnaya str., 7th floor, 127051, Moscow, RUSSIA Monument Business Park, 1D Park Offices, Warpsgrove Lane, Chalgrove, Oxford, UK

tel: +7 495 987 1775 email: [email protected] tel: +44 1865 400 007 email: [email protected] fax: +7 495 987 1776 website: www.savitar-gr.com fax: +44 845 003 9923 website: www.chargecareinternational.co.uk

SOS International Euro Center Holding Lene Hasting Toft – Head of Marketing and Communication Lisa Resling Halpern – Global Commercial Director Nitivej 6, DK-2000 Frederiksberg, Copenhagen, DENMARK Križíkova 36a,186 00 Praha 8, CZECH REPUBLIC

tel: +45 7010 5055 email: [email protected] email: [email protected] tel: +420 221 860 330 fax: +45 7010 5056 website: www.sos.dk website: www.euro-center.com

TBS Team 24 d.o.o Marm Assistance Edvard Hojnik – General Manger Fırat Olgun – CEO Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah, CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC Kurtkoy 34912, TURKEY tel: +386 2616 5819 email: [email protected] tel: +90 216 560 07 24 email: [email protected] fax: +386 2618 5800 website: www. tbs-team24.com fax: +90 216 560 07 07 website: www.marmassistance.com

CONNEX Assistance JLT ProAmica Ltd Lara Helmi – International Network Director Margaret Devlin – Administration Services Manager #204 Gold Crest Executive Tower, Jumeirah Lake Towers, Dubai, ProAmica Ltd, General & Medical House, Napier Place, Peterborough, UNITED ARAB EMIRATES Cambridgeshire, PE2 6XN UK tel: +97 14 368 36 25 email: [email protected] tel: +44 (0)1733 362 880 email: [email protected] fax: +97 14 420 49 12 website: www.connexassistance.com fax: +44 (0)1733 362 881 website: www.proamica.com

(MIDDLE EAST) GORAL ASSISTANCE LTD Dr Colin Plotkin & Sons Consulting INC. Marcel Kadoche – International Network and Development Manager Dr Colin Plotkin – Managing Director Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

tel: +972 9 9579930 email: [email protected] tel: +1 604 241 9677 email: [email protected] fax: +972 9 9579931 website: www.goralassist.com fax: +1 604 241 0733 website: www.plotkinconsulting.com (AMERICAS) 52 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

Europ Assistance – Global Corporate Solutions (GCS) – ITPA Division Star Healthcare Network Reid Cawston – Vice President, Sales Gigi Galen – President 150 Commerce Valley Drive West, 9th Floor, Thornhill, Ontario, L3T 7Z3, 237 West 35th Street Suite # 604, New York, NY 10001, USA CANADA tel: +1 905 669 4333 email: [email protected] tel: + 1 212 581 8228 email: [email protected] fax: +1 905 669 2318 website: ea-gcs.com fax: + 1 212 581 8272 website: www.starhealthcarenet.com

Frontier International Group, Inc UnitedHealth International Gitte Bach – President and CEO Philip Brun – Vice President of Sales & Service 1024 Bayside Drive, Suite 144, Newport Beach,

(NORTH AMERICA) (NORTH AMERICA) 3100 SW 145 Avenue, Miramar, FL 33027, USA California, 92660-7462, USA COST CONTAINMENT COST CONTAINMENT tel: +1 949 429 7130 email: [email protected] tel: +1 954 378 0694 email: [email protected] fax: +1 949 666 6520 website: www.frontierintl.com fax: +1 954 378 0771 website: www.uhgi.com

Global Excel Management Frontier International Group, Inc John Spears – VP Sales and Marketing Gitte Bach – President and CEO 1024 Bayside Drive, Suite 144, Newport Beach, 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA California, 92660-7462, USA tel: +1 819 566 1130 email: [email protected] tel: +1 949 429 7130 email: [email protected] fax: +1 819 566 8447 website: www.globalexcel.com fax: +1 949 666 6520 website: www.frontierintl.com

Global Medical Management Global Assistance & Healthcare Raija Itzchaki – COO Mario Babin – Chief Executive Officer Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, 1300 Concord Terrace, Suite 300, Sunrise, Florida 33323, USA Jakarta 12560, INDONESIA tel: +1 954 370 6404 email: [email protected] tel: +62 21 299 78 999 email: [email protected] fax: +1 954 370 8613 website: www.gmmi.com fax: +62 21 299 78 9555/66 website: www.global-assistance.net CLAIMS MANAGEMENT

Olympus Managed Healthcare Global Excel Management Steven Jacobson – CEO John Spears – VP Sales and Marketing 777 Brickell Avenue, Suite 410, Miami, Florida 33131, USA 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

tel: +1 305 530 8600 email: [email protected] tel: +1 819 566 1130 email: [email protected] fax: +1 305 530 0766 website: www.omhc.com fax: +1 819 566 8447 website: www.globalexcel.com

OneWorld Assist ONE Claims Taka Katsube – Director Assistance & Cost Managment Linda Norman – Client Relationship Manager 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA 1-4 Limes Court, Conduit Lane, Hoddesdon, Hertfordshire EN11 8EP, UK

tel: +1 604 303 2113 email: [email protected] tel: +44 (0) 1992 708 700 email: [email protected] fax: +1 604 276 4593 website: www.oneworldassist.com fax: +44 (0) 1992 450 717 website: www.oneclaims.com

SelectCare Worldwide SelectCare Worldwide Magdi Riad – President Magdi Riad – President 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA

tel: +1 866 261 4441 email: [email protected] tel: +1 866 261 4441 email: [email protected] toll free: +1 416 340 7152 website: www.selectcareworldwide.com toll free: +1 416 340 7152 website: www.selectcareworldwide.com

Star Healthcare Network Gigi Galen – President 237 West 35th Street Suite # 604, New York, NY 10001, USA

tel: + 1 212 581 8228 email: [email protected] fax: + 1 212 581 8272 website: www.starhealthcarenet.com

Voyageur Aeromedical Travel Marc Lucas – Director Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK

tel: +44 (0)117 927 3554 email: [email protected] fax: +44 (0)117 925 5940 website: www.voyageur24.com SPECIALISTS To have your company listed in our service directory contact the sales department now:

COMMERCIAL REPAT COMMERCIAL REPAT [email protected] or telephone: +44 (0)117 922 66 00

ADAC Christoph Ullrich – Director of Purchase / International Network Hansastr. 19, D - 80686 Munich, GERMANY

tel: +49 89 7676 2912 email: [email protected] 24hr Alm: +49 89 7676 5005 website: www.adac.de/ambulance

CRITICAL CARE To have your company listed in our service directory

PATIENT TRANSPORT PATIENT contact the sales department now: [email protected] or telephone: +44 (0)117 922 66 00 call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 53

Albin International Repatriation Limited GlobalMed International Emerson De Luca – Managing Director Gert Muurling – CEO & Medical Director George Alfred Dyer House, 51 Neptune Street, London SE16 7JP UK Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

tel: +44 20 7313 6920 email: [email protected] tel: +49 6742 897 425 email: [email protected] fax: +44 20 7313 6999 website: www.albininternational.com fax: +49 3212 100 5018 website: www.globalmed-international.eu

Flying Home Pte Ltd Life Flight International Inc. Mr Ang Ziqian – Director Chris Connor – Vice President 104-1962 Canso Rd. North Saanich, BC CANADA Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE V8L 5V5 Victoria International Airport (CYYJ) tel (int): +1-250-655-1630 email: [email protected] FUNERAL DIRECTORS tel: +65 6253 0001 email: [email protected] fax: +65 6353 5801 website: www.flyinghome.com tel (NA): +1-800-661-2183 website: www.lifeflight.ca

Funeral Home AURIGA Ltd. LIFESUPPORT Patient Transport Helena Sulikova – Chief of International Department Graham Williamson – CEO B. Nemcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC VANCOUVER, BRITISH COLUMBIA & HONOLULU, HAWAII

tel: +420 724 257 899 email: [email protected] tel: +1 250 947 9641 email: [email protected] fax: +420 416 732 582 website: www.funeral-assistance.cz fax: +1 877 288 2908 website: www.LifeSupportTransport.com

Memora International Medical Wings Vanda Castro – Manager Dr Sura Jaidwatee MD – Medical Flight Manager 222 Room 3259, Bangkok International Airport, Viphavadee-Rangsit Rd, C/ Sancho D' Avila 2 08018 Barcelona, SPAIN MEDICAL ESCORT ON COMMERCIAL AIRLINES Sikan, Donmuang, Bangkok 10210, THAILAND tel: +34 914 849 400 email: [email protected] tel: +662 247 3392 email: [email protected] fax: +351 214 706 491 website: www.memorainternational.com fax: +662 535 4355 website: www.medicalwings.com

Mortuary Brussels Airport | Worldwide Funeral Repatriations part of DELA Redstar Aviation Greta Plas – Repatriations Manager Dr. Mustafa Atac – CEO Ankara Caddesi Cimen Sok. No: 13, Bulutlar Is Merkezi B-Blok Kat:2 D:4 Ringlaan 49, 1930 Zaventem, BELGIUM 34912 Kurtkoy Pendik Istanbul, TURKEY tel: +32 2 720 80 00 email: [email protected] tel: +90 216 560 0 772 email: [email protected] fax: +32 2 720 88 22 website: www.repatriations.com fax: +90 216 560 0 770 website: www.redstar-aviation.com

Rowland Brothers International Voyageur Aeromedical Travel Fiona Greenwood – Manager, International Department Marc Lucas – Director 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK Voyageur Buildings, 43 Colston Street, 43 Colston Street, Bristol BS1 5AX, UK

tel: +44 20 8684 2324 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected] fax: +44 20 8684 8000 website: www.rowlandbrothersinternational.co.uk fax: +44 (0)117 925 5940 website: www.voyageur24.com

Broward Health International AMREF Flying Doctors Dominick Destefano – Business Development Dr Bettina Vadera – Medical Director 1608 SE 3rd Avenue, Ste 503-B, Ft Lauderdale, FL 33316, USA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +1 954 397 8867 email: [email protected] tel: +254 20 6000 090 email: [email protected] email: [email protected] fax: +254 20 344 170 website: www.flydoc.org HOSPITALS UC San Diego Health System International StandbyMD Luis Felipe Arango – Managing Director UCSDHSI Alex Sánchez – Managing Director 136 W. Dickinson Street, Room 121, San Diego, CA 92103-8222, USA 777 Brickell Avenue, Suite 1370, Miami, Florida 33131, USA MEDICAL PROVIDER

tel: +1 619 471 0466 email: [email protected] tel: +1 305 459 4882 email: [email protected] fax: +1 619 543 5282 website: health.ucsd.edu/international fax: +1 305 421 5575 website: www.standbymd.com

Vejthani Hospital Voyageur Aeromedical Travel Lauranee Sirikasem – Assistant Marketing Director Marc Lucas – Director 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

AMREF Flying Doctors V Creative Design Dr Bettina Vadera – Medical Director Steve Annette – New Media Director Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK

tel: +254 20 6000 090 email: [email protected] tel: +44 (0)117 929 4636 email: [email protected] fax: +254 20 344 170 website: www.flydoc.org fax: +44 (0)117 925 2040 website: www.vcreativedesign.co.uk WEB & MEDIA ADVERTISING

CareFlight Group CATEGORY KEY CLAIMS MANAGEMENT INSURERS Peter Elliott – Manager, Tasking & logistics MEDICAL ESCORT ON PO Box 5078, Robina Town Centre, Qld, AUSTRALIA AIR AMBULANCE CLAIMS SUBROGATION COMMERCIAL AIRLINE MEDICAL ESCORT ON 24/7 (int) tel: +61 7 5553 5955 email: [email protected] AIR AMBULANCE COMMERCIAL REPAT MEDICAL PROVIDER COMMERCIAL AIRLINES fax: +61 7 5553 5965 website: www.careflight.org.au INTERIOR SPECIALISTS AIRCRAFT PERFORMANCE CRITICAL CARE MEDICAL SCREENING CareFlight International SOLUTION PATIENT TRANSPORT ASSISTANCE Paul Smith – National Manager COMPANIES FUNERAL DIRECTORS RE-INSURANCE Locked bag 2002 Wentworthville NSW 2145, AUSTRALIA CATASTROPHIC CLAIMS SPECIALISTS HEALTHCARE CLINICS TRAVEL AGENTS tel: +61 2 9893 7683 email: [email protected] WEB & DESIGN fax: +61 2 9689 2744 website: www.careflight.org COST CONTAINMENT HOSPITALS SERVICES 54 REGULARS

NE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE •GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE VINE • GRAPEVINE GRAPEVINE GRAPEVI • Grapevine • the Jellyfish Terminator, could GRAPEVINE Written in the bring an end to the huge Tourist behaviour numbers of the creatures seen GRAPEVINE • stars in the sea of late. Scientists at instructions UK travel insurance specialist Columbus Direct, the Korea Advanced Institute of •

offered GRAPEVINE an ITIJ awards finalist and previous winner, has Science and Technology have found that star signs have strong correlations developed the Terminator robots, To complement its previous offering, the with almost all areas of travel insurance claims. which can patrol coastlines and Chinese government has issued a new, more GRAPEVINE • Data analysts at the company said that Gemini, use onboard cameras to detect detailed 64-page instruction manual to tourists Cancer and Pisces are the signs most likely to jellyfish swimming in the water. leaving the country that advises them on how • make a claim on their travel cover, while usually They float on the surface of to behave in different countries. The National GRAPEVINE adventurous Sagittarians make the fewest claims the water and once a swarm of Tourism Administration has published its new of any sign in the Zodiac. Weirdly, air signs jellies has been identified, they Guidebook for Civilised Tourism, which includes GRAPEVINE

• such as Gemini, Libra and Aquarius made the can use submerged nets to catch illustrations, and is aimed at stopping behaviour most claims for travel delays, with Aquarians the creatures while they travel. that could be considered rude. Along with some • making 92 per cent more claims for delays than All sounds pretty humane so far, more sensible advice, such as ‘don’t steal the life GRAPEVINE Cancerians, and 28 per cent more than the right? Well, once the jellies have jacket from under your plane seat’, are slightly overall average. been captured, the bad news more bizarre instructions such as ‘keep your GRAPEVINE

• Cancerians make up the largest proportion of for them is that they are then nose hair trimmed’, and ‘don’t use your finger to medical claims, accounting for 10.6 per cent shredded by a propeller. Ouch. pick your teeth’. Country-specific advice includes •

more claims than fellow water sign Pisces, which Of course, jellyfish tentacles, once some interesting notes as well: in Germany, GRAPEVINE came in second place. “Perhaps the sensitive detached from the body of the Chinese tourists are told not to snap their fingers crustaceans – said to be plagued with stomach creature, can still sting people, so unless they need to beckon a dog; that women

GRAPEVINE ailments – suffer from a few tummy troubles of part of the aim of the robot is to should always wear earrings in Spain; while in • their own while abroad,” mused the insurance prevent the jellyfish from going France tourists should not give yellow flowers to •

provider. Librans, meanwhile, make the most into popular swimming areas their hosts as a thank you. GRAPEVINE claims for lost passports, some two-thirds above before they get there. average, and also make the most claims for

GRAPEVINE missed departures. Geminis make the highest • number of claims for loss of baggage and money Finland, where all but one of the 12 wallets Old people do

– 27 per cent more than other signs. were returned to their owners, and the • GRAPEVINE GRAPEVINE Greg Lawson, head of retail at Columbus Direct, least honest city was Lisbon, Portugal, the funniest commented on the findings: “Our research has where just one was given back. This one things found an interesting connection between claims wallet was actually found and returned by GRAPEVINE • and star signs, noting unexpected correlations a couple who were on holiday in Lisbon

between signs of the zodiac and reasons for from the Netherlands! Other honest cities As the proportion – and age – of older • GRAPEVINE GRAPEVINE making a travel insurance claim.” included Mumbai, where nine wallets were people travelling has risen, so has the list returned; Budapest, where eight wallets of activities in which they are partaking, were returned; and New York, where eight some of which might give even youthful GRAPEVINE • wallets were also returned. The Reader’s travellers cause for pause. Avanti Insurance Honesty test Digest report stated: “Age is no predictor Ltd, a provider of travel insurance for over- • of whether a person is going to be honest 50s, has announced that it has increased GRAPEVINE shows safe cities or dishonest; young and old both kept or the levels of cover it offers to older US consumer magazine Reader’s Digest returned wallets; male and female were travellers, due to the much wider scope for GRAPEVINE • performed a series of tests to see which cities unpredictable; and comparative wealth adventurous sports and activities that are of the world house the most honest citizens by seemed no guarantee of honesty.” becoming popular with 50 to 90 year olds. • dropping wallets at various locations, such as These now include: canopy walking; canyon GRAPEVINE parks and shopping centres, to see whether or swinging; cat skiing (not as bizarre as it not the people who found the wallets would sounds, and – unfortunately, for those with a GRAPEVINE • attempt to return the missing item. Each wallet Jellyfish whimsical sense of humour – having nothing contained around £30 in the local currency, a to do with cats); cave tubing; dune bashing; • mobile phone number, business cards and a Terminator river tubing; wadi bashing; and zorbing. GRAPEVINE family photo. Swarms of jellyfish around European Zorbing, for those unfamiliar with the term, In total, 47 per cent of the wallets were coastlines have led to plenty of claims from involves rolling down a hill while strapped GRAPEVINE • returned, although the figures varied widely from tourists stung while swimming, but the inside a large padded sphere. Sounds like a

city to city. The most honest city was Helsinki, good news is that a new robot, nicknamed recipe for a misplaced hip to us…

• GRAPE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • GRAPEVINE • VINE GRAPEVINE

International Travel Insurance Journal ONTHEMOVE 55

Willis hires Drivas AGA appoints Jean- Euro-Center New VP of

Willis Group Holdings, the global risk advisor, Marc Quéau restructures international sales insurance and reinsurance broker, has announced the appointment of Christine Drivas to enhance Jean-Marc Quéau continues to pursue his professional The Euro-Center Holding at IMG the European presence of its facultative reinsurance career with the Allianz Global Assistance (AGA) Board has decided division, Faber Global. Christine, who previously Group by becoming director of the department of to implement a new Indianapolis-based insurer worked at FM Global, has seven years’ experience in risk management and reinsurance. In his new role, organisational structure International Medical Group (IMG) property underwriting in the French market, where his mission is to ensure that the company develops that will result in the has announced that Amanda Winkle she placed both treaty and facultative reinsurance its growth and profitability through controlled risk development of dedicated joined the company in September cover. The company says this experience, along management within all of the Group’s operational Asian operations, with one as vice-president of international with her extensive client management skills, will entities. He will report directly to Laurence Maurice, regional general manager sales. Amanda will help IMG to enable Christine to help clients achieve their risk the Group’s financial director. responsible for both strengthen its market position and management and performance goals. “Jean-Marc brings to our Group nearly 20 years the China and Thailand achieve growth by bringing a keen Based in Paris, Christine will also focus on building of international experience with major insurance territories. As part of understanding of the solutions relationships with both current and prospective companies for whom he has worked as both an the change, Valdimir needed to create, deliver and ceding companies in order to capitalise on growth in employee and as a consultant, dealing with issues Alidis will be the new measure success. She will be charged the French insurance market. She will report to Faber such as reinsurance, product development, pricing, regional general manager Amanda Winkle with strategic planning for key Global’s Europe, Middle East and North Africa team and risk modelling – all of which are assets for a for the Asia region. He accounts, new business acquisition, in London. Jason Howard, CEO of Faber Global, Group like ours,” Laurence Maurice commented. has previously held the role of general manager of revenue growth opportunities and oversight of said: “Christine has a fantastic knowledge of the Jean-Marc Quéau added: “In the insurance business, Euro-Center China having joined in summer of this the international sales team. Amanda has over 13 French insurance market, and her past experience of the role of director of risk has evolved considerably year, and has many years of experience within the years of insurance distribution and management working as both an underwriter and account manager over the past several years, especially with the areas of assistance and network development, having experience, and a proven record for accelerating will enable her to deliver tailored solutions to our introduction of Solvency II. I am delighted to take worked for International SOS around the world. revenue growth globally. She joins IMG after serving continental clients. She will also play an important on this new role where risk management plays an Vladimir is based in Bangkok, although he will also as national sales director for the independent broker role in aligning Willis Group’s treaty and facultative essential part of the company strategy.” spend time in China as part of his role. The change in distribution channel at UnitedHealthOne, a division reinsurance offering to the French market, as she Quéau joined AGA in January 2012 as director of management structure was made in view of ‘a more of UnitedHealthcare. She has been responsible works with the support and co-ordination of Willis Re the actuarial department. He began his career with long-term strategic view in which we would like to for managing and leading the sales unit, and has SA and Gras Savoye.” Zurich Financial Services in 1996 as manager of the see more synergies and best practice development developed strategic relationships with distribution Willis Capital Markets & Advisory, part of Willis Group actuarial department, where he remained until 2000. between the two entities, both from an operational partners that have been instrumental to the Holdings, has also announced the appointment of He then oversaw several different actuarial functions and business development point of view’, according company’s success. Her other experience includes Brad Livingston as vice-president of insurance linked including the design and development of insurance to the company. work as a health insurance agent, general insurance securities (ILS). Based in New York, Brad will help products and risk management, notably for Tillinghast agency sales manager, and legislative and political drive the company’s expansion into the ILS market (Towers Watson) and the Generali group. action committee specialist. as it builds its ILS practice to capitalise on growing Socius selects Dross According to IMG, this appointment positions opportunities within the sector. Brad has a strong the company for broader success: “Amanda is a background in both capital markets and reinsurance, Thimann moves Socius Insurance Services, Inc., a management remarkable addition to the IMG team, and she brings most recently working as a broker for Guy Carpenter, liability and property/casualty insurance wholesaler years of experience in rapidly growing sales on an with responsibility for developing and structuring to AXA based in the US, announced it has hired Matt international scale,” said executive vice-president of property reinsurance contracts. Dross as vice-president of its property and casualty IMG Todd Hancock. “Our company is built around AXA has announced that Christian practice. Dross will an exceptionally talented group that has a passion Thimann, currently counsellor to the be based in Tampa, for what we do. With her drive, commitment to president of the European Central Florida. Matt has been our customers, and acute insight into the needs Lau joins Zurich in Bank (ECB) and co-ordinator of the an account executive of the market, we are confident that Amanda will counsel to the ECB’s executive board, and a top broker in lead the success of our international sales team with Hong Kong will join the company on 1 January next the St Petersburg, innovation and improved service.” year. He will take on the responsibilities Florida area for over Zurich has appointed Jeremy Lau to lead the of group head of strategy and public 10 years, servicing company’s corporate and commercial business affairs, and will also be a member of the southeastern AXA chooses claims in Hong Kong, succeeding Ken Lai. In his new AXA Group’s executive committee. He US. He specialises role, Jeremy will develop Zurich’s corporate and will report to Denis Duverne, deputy in the placement leader in Asia commercial business in Hong Kong, reporting to Eric CEO of the company. of transactional Hui, CEO for the general insurance business in Hong Henri de Castries, CEO and middle market Global insurance company AXA has announced the Kong, and Keith Thomas, CEO for the company’s chairman of AXA, commented on the property accounts. appointment of Leo Costes to the position of regional global corporate business in the Asia Pacific region. appointment: “I am particularly proud At Socius, he will claims practice leader for Asia. Previously, Leo held Thomas said of the appointment: “We are very proud and delighted to welcome Christian work to expand the the position of chief of staff and executive assistant to that we have such a strong successor internally. Jeremy within AXA. As a highly recognised and Matt Dross firm’s property and the group’s deputy chief executive in France. In his has been working closely with our corporate business in respected manager and adviser, Christian casualty business in new role, he will be re-locating to Singapore. Etienne Hong Kong for the past few years, and we are confident will enrich our senior management team and help the Southeast. Derick Stitik, senior vice-president of Costet, previously head of regional claims for AXA that, under his leadership, the global corporate team will strategically steer the Group towards the next phase Socius, said of the appointment: “This is the first of a in Asia, is to return to Paris to take up a senior group continue to successfully drive our strategy forward.” of its development.” series of hires that will bolster our P&C practice.” level position.

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