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ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS FEBRUARY 2018 • ISSUE 205 Deals, deals and more deals Canada condones cannabis With Canada expected to fully legalise the recreational use of marijuana by the end of summer 2018, Milan Korcok looks at what insurers need to bear in mind

So far, Uruguay has been the only country in the world to completely free up pot use, but now the Great White North is already turning green, with thousands of acres opening up for cultivation almost weekly, Canadian cannabis stocks making overnight millionaires of day traders, and American backpackers switching their vacation itineraries from Peru to the wide-open Prairies. Marijuana has been available for limited medical use in Canada since 2001, but it was in 2015 that newly minted Prime Minister Justin Trudeau pledged not only to decriminalise marijuana, but to make it widely available to adult consumers for everyday, recreational use, Most people in the travel insurance Mary Carmen González, partner with Spanish law the line as private clinics – in Spain at least – are albeit through a regulated system – controlling its industry are aware of agreements fi rm Ramallo & Pallast, said to ITIJ: “Who wins from obliged to provide emergency care if a patient’s life production, distribution, sale and possession. between hotels, tour operators and even these agreements? The private clinics, which receive is in danger. Disputes later arise if an insurer denies In addition, the Access to Cannabis for Medical taxis, which see travellers with insurance increased admissions. And the hotels, which receive payment to the clinic that provided life-saving care. Purposes Regulations (ACMPR), promulgated funnelled into private clinics in Spain, benefi ts in kind, such as free healthcare for staff , In some countries (e.g. Germany, The Netherlands, in 2016, already allows Canadians to obtain rather than the public institutions that off er and, in some instances, an additional ‘commission’ and Switzerland), basic social security led and carry cannabis for pain relief or a rapidly free or reduced-cost healthcare under the paid by the clinic. Who loses? Private clinics not healthcare is covered through private insurance. expanding list of symptomatologies. Various European Health Insurance Card (EHIC) engaged in these kind of practices, as they lose Thus, according to their social security laws, it courts and provincial human rights groups have scheme. ITIJ revisits this issue to see the out on patients. Among the losers, of course, are is mandatory for all citizens to take out private also ruled in favour of requiring some employee latest knock-on eff ects the travel insurers. Patient admissions that could insurance that covers social security healthcare health insurance plans to provide cannabis have been made in a public hospital are made benefi ts. When travelling abroad within the products to injured or ailing employees. Disputes between some insurers and medical in private clinics, where the travel insurer has to European Union, or a handful of other specifi ed Recently, two of Canada’s largest providers continue to bubble under. Most insurers pay for the treatment covered by their policy.” countries that are included in the EHIC scheme, an life insurance companies, will now pay for verifi ed emergency medical An insurer could try to avoid being subject to these EHIC can subsequently be obtained through their care at private hospitals – a service that private issues by including wording in their policies that national health insurance provider to enable the clinics are obligated to provide – but some excludes payment for care provided in private card holder to obtain certain medical treatment in insurers still mistrust and refuse to reimburse any hospitals in an eff ort to direct patients to public the Spanish public healthcare system. People with treatment given at a private hospital. ITIJ spoke facilities where they can be treated under their such social security insurance and/or an EHIC are, to some of the protagonists to see if we could European Health Insurance Card (EHIC). This in an fi nd out who, if anyone, are the bad guys. of itself, though, can be problematic further down CONTINUED ON PAGE 6 CONTINUED ON PAGE 7

Editorial comment

@ITIJeditor Editor-in-chief: Ian Cameron [email protected]

Sarah Watson - editor Editor: Sarah Watson [email protected] [email protected] Deputy editor: Stefan Mohamed Meeting the needs of international students is an expanding business for on topics ranging from signposting for older travellers and navigating [email protected] travel and health insurers the world over. With greater numbers of international the information revolution to appealing to the millennial mindset. It’s so Features editor: Mandy Langfield students than ever before, and more students seeking private cover for their insightful to hear your opinions on such topics, so if there’s an issue [email protected] health and belongings during their studies, international student policies are you’d like to address, please do drop us a line at [email protected]. developing apace to ensure tailored cover and assistance at the right price. In the wider realm of ITIJ, we hope you like what we’re doing with our Writer & copy-editor: Lauren Haigh See our feature on p.26 for an analysis of this burgeoning marketplace. brand new video content! If you haven’t seen it yet, check out itij.com/tv. Our other main feature this month looks at the unique travelling habits of Americans. There’s so much more to come, so look out for video round-ups of some Copy writer: Christian Northwood In a land where you can visit deserts, beaches, mountains or major cultural of our key features, clips of what to expect from the latest issue of ITIJ, and Subscriptions: [email protected] cities without crossing an international border, why would you need a passport? top story round-ups, as well as a new-look Industry Insights video format, That’s probably why two-thirds of Americans don’t have one; but although where we hear from our readers on the issues that matter most. Advertising sales: Mike Forster international travel and medical insurance is sought by just a fraction of the US If you want to be kept up to date with all – or even just some – of our James Miller population, meeting their needs is big business, and policies for the American news, select your options and subscribe at itij.com/subscribe. We’ll keep [email protected] travelling public are becoming smarter. Learn more in our feature on p.31. you informed with everything you need know about the industry, the Also in this issue, we have a number of Industry Voice op-ed pieces 2018 ITIJ Awards and the various ITIC events taking place this year. Marketing: Isabel Sturgess Kate Knowles

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CONTINUED FROM PAGE 1 Deals, deals and more deals Readers reveal top fi ve Editorial however, not entitled to treatment in private these agreements exist, ‘with diff erent travel insurers Blog Spanish hospitals unless that hospital characteristics and for many reasons’. “The has a specifi c cooperation agreement main reason is that hotels must guarantee through the Spanish social security system their customers a fast and quality medical to accept such patients. Likewise, such service as part of their services. For this Well, page one makes interesting hospitals don’t accept Spanish social reason, hotels usually have a ‘contract’ reading. First we have the saga of security insurance carrying patients. with a reference medical service that they insurers and Spanish private hospitals, However, Gonzalez confi rmed to ITIJ select based on criteria of proximity to the which has been running since dinosaurs that some social security insurers and hotel, quality of care and available services, roamed the earth. It kind of reminds private clinics are colluding to drive such as extra-hospital medical service, you of a couple who constantly argue patients to such clinics and ensure, where ambulances, hospital care, etc.,” said ASPE. and fi ght and threaten to split up, but possible, that travel insurers foot the bill In addition, there are usually agreements never quite do because they realise for treatment by doing the following: between hospitals and hotels regarding US-based travel writer Christopher that they both need each other ... God, • The social security insurer encourages advertising and marketing. Many Elliot surveyed his readers on who don’t you just hate couples like that? its clients to use particular private hotels have displays that demonstrate their favourite travel companies were in clinics/hospitals, and these private the variety of services and activities 2017, and his readership felt that Allianz And then of course there’s the issue clinics accept the patient with available within it, or nearby, for their Global Assistance off ered ‘outstanding of the legalisation of marijuana the social security insurance; guests – such as rental car fi rms, tours, customer support and service’ last year. in Canada, and how travel health • The private hospital asks the patient theme parks, spa, massages, casinos, In an article published on Huﬃ ngton insurers will deal with any anticipated if they have travel insurance. If they restaurants, beauty treatments, scuba Post, Elliot explained that though he increase in leisure travel to Canada do, the travel insurer is billed for the diving and, of course, medical centres. feels uncomfortable recommending any for the consumption of said drug. treatment. If they don’t, the social So, while there are opportunities to direct particular insurer, his latest survey found security insurer pays the bill. patients to a clinic with which a hotel as a that US customers felt that there were Well fi rst I would suggest supplying The idea is that, more often than not, the contract, with, likely, adverts placed around several insurers that deserved praise. travellers with a list of all-night patient will have travel insurance, so a the hotel for the same clinic, ASPE says that Elliot said of winner Allianz that ‘the supermarkets rather than hospitals, as travel insurer will foot the bill. In any case, ‘if the client of the hotel wants to be treated company typically works fast on claims and the onset of the famous ‘munchies’ is whoever pays the bill, the social security by another medical service (private or public) resolves most complaints quickly and to far more likely than a hospital visit. And insurer looks good to its insured, as they diff erent from the reference service of that the customer’s satisfaction’. Travel Guard second, tattoo all essential information have received – supposedly superior – hotel, the wish of the client/patient is always came in second for its ‘good reputation for (like the policy) to the client’s arms. private care, as opposed to being funneled respected’. According to ASPE, experience delivering insurance coverage to travellers’, That way they won’t forget it ... maaan. into the public healthcare system, and has shown that an overwhelming majority while Generali Global Assistance rounded the private clinic sees increased revenue of clients request private medical services. out the top three for the ‘speed of their Not that I’d know anything through increased patient numbers. “In case of an important medical emergency, resolution’. Amex Insurance and Seven about that sort of thing … ITIJ spoke to representatives of ASPE – the where the client’s survival is in danger, Corners made up the rest of the top fi ve. Allianza de Sanidad Privada de Espana medical attention is usually requested both Readers also voted for other travel related Ian Cameron Editor-in-chief (Private Healthcare Alliance in Spain) to the public health service and to the hotel’s topics, including online travel agencies – [email protected] about the allegations of the existence of private medical service, to ensure that with the top fi ve consisting of: TripAdvisor, agreements between hotels and private the patient is treated as soon as possible Kayak, Expedia, Booking.com and Priceline clinics. The organisation affi rmed that by the fi rst to arrive,” added ASPE. – cruise lines and international airlines.

6 NEWS

CONTINUED FROM PAGE 1 Canada condones cannabis Retirement plans

Sunlife and BMO (Bank of Montreal), began US retirees have been given advice from purchase Medicare supplement re-categorising applicants for coverage on Travelinsurance.com for what to take into insurance or a Medigap plan, though the basis of their smoking habits: BMO consideration when purchasing travel Travelinsurance.com points out that Medigap will consider those who smoke fewer insurance for themselves this year. The US- plans can limit coverage up to $50,000. than two marijuana cigarettes per week based travel insurance comparison website Secondly, Travelinsurance.com recommends as non-smokers; Sunlife will consider acknowledged that retirees often have extra that retirees should apply for their insurance someone who smokes only marijuana, but considerations when travelling, while Stan early to qualify for a pre-existing condition not tobacco, a non-smoker. The savings Sandberg, co-founder of TravelInsurance.com, waiver. Though it points out that many in premiums for the pot ‘non-smokers’ commented: “There are not only ways to save plans already off er a pre-existing condition can amount to $95 a month on average, on your next travel insurance policy, but also exclusion waiver, it is worth checking. according to one national survey. things to keep in mind to ensure you are taken Further down the list, retirees are What this could mean for travel care of under unforeseen circumstances.” recommended to: look at group travel insurers is a change in the way they do The website starts off by reminding plans to save money; make sure that they business. For example, will they look retirees that US Medicare does not provide have trip cancellation cover in case an more favourably on marijuana smokers coverage outside the US. It recommends emergency happens prior to the trip; and rather than tobacco users in their that those who are planning on travelling make sure that any of the activities they are underwriting? How will they determine overseas several times in a year should planning to participate in are covered. if their vacation-seeking applicant is on marijuana as a medication, or a joyride? All travel insurance policies in Canada contain exclusions for accidents or illnesses Customers reminded to shop around caused by or contributed to by alcohol or ‘other intoxicants’. But what if those Customers are paying up to three times these activities are not in fact exclusions in intoxicants include marijuana for medicinal more than they should for travel insurance the small print. Likewise, if you are travelling purposes, and the ‘patients’ are carrying due to the ease of just adding it to their to the US or Canada and the small print only offi cial government-issued permits allowing online fl ight or holiday booking, according covers you for the UK and Europe, you’ll get such use (which are required for obtaining to new research by price comparison a nasty shock if you try and claim later. Even marijuana for medical purposes)? site Mozo. Following the release of this the defi nition of Europe can catch people Travel insurers now are also inconsistent research, travel insurance software out, so if skiing for example in Romania in defi ning ‘misuse’ or ‘abuse’ or element – street gangs, the organised developer Aquarium Software has warned or Norway, you may not be covered.” ‘intoxication’ or ‘impairment’ when crime – from the sale of marijuana. travellers to check and compare prices. In conclusion, Colonnese commented: assessing claims involving alcohol-related Regulating and controlling it will do that.” The research found that consumers may “There is no substitute for having adequate accidents or medical conditions. How No need to dwell on the fact that both pay up to 205-per-cent more for just ticking travel insurance when you need it, and will they determine when a customer federal and provincial governments have a box when paying for their fl ights or trip. whilst a bore, there’s no real shortcut is ‘intoxicated’ or has ‘misused’ pot? already established that all marijuana Aquarium Software director Mark Colonnese to getting the right policy other than With Canada in the forefront of the Free sales, in whatever the product, will be said that though it was encouraging doing a bit of research in advance.” Marijuana movement, what happens in taxed at about 10 per cent – to start that more people were making travel these 10 provinces and two territories may with. All provincial governments are so insurance bookings online, the policies well set standards for the rest of the world. far in favour of the entire enterprise. that consumers bought were often not According to P.M. Trudeau, if it’s done right, Next month, we’ll examine how far-reaching the best fi t for their trip, and that they may it can be more of an upper than a downer: Canada’s movement to legitimise the use get a better deal if they shop around. “One, it will make it harder for young people of marijuana is, and how health providers, Colonnese pointed out that it is especially to access marijuana … right now, young law enforcement agencies, commercial necessary for customers to check their people have easy access. Controlling and interests and insurers in other nations policies before buying when travelling regulating it will make it more diffi cult for monitoring this social phenomenon may for winter sports. “If you are skiing or them. Two, we need to remove the criminal have to adapt the way they do business. snowboarding, it’s essential to make sure

Synova Capital takes stake Stop sickness scams campaign continues in AllClear As many as 9.5 million British adults people out of the blue, encouraging have been approached about making them to make a false claim and often AllClear, a UK-based travel insurance delighted to have partnered with Synova a compensation claim for being misleadingly saying there is a pot of broker for customers with pre-existing to identify this opportunity. Having sick while on holiday, according money waiting to be claimed – but medical conditions, has sold a majority amassed two decades of experience to fi ndings from ABTA, the British aren’t telling them the risks involved. stake in its business to Synova Capital, a and a unique claims database, AllClear travel association The new research fi nds seven in 10 growth investor, building on investments has a reputation for delivering excellent people don’t know that making a in Stackhouse Poland and Defaqto, long-term underwriting performance New fi gures from a YouGov survey of British false claim for holiday sickness could among others. AllClear transacts business and a track record of exceptional adults reveal almost one in fi ve people result in a prison sentence in the UK or direct through its UK-based contact customer service. We will continue to have been contacted about making a abroad. Just two in fi ve think they could centre, white label partnerships and build on our expertise, rolling out new compensation claim for holiday sickness. receive a fi ne in the UK or abroad. its own price comparison website. products and services which will provide The most common way people said they Mark Tanzer, ABTA’s Chief Executive, Mike Rutherford, co-founder of AllClear, even greater access to travel for those were approached was over the phone, said: “False claims don’t just make UK said the business remains focused on managing all types of conditions.” followed by text and email. Some people also holidaymakers vulnerable to serious penalties providing high-quality cover at the right David Menton, a managing partner reported being contacted on social media – they’re also costing travel companies and price: “Synova has a proven track record of Synova and a director of AllClear, and some were approached in person, hotel owners tens of millions of pounds and for investing in technology, healthcare concluded: “In line with our strategy, including in airports or while on holiday. tarnishing the reputation of the British abroad. and fi nancial services sectors, and this Synova continues to target niche The new fi gures are released as part of Closing the loophole in the law in time for the new investment will enable us to further businesses in the fi nancial services sector. ABTA’s ‘Stop Sickness Scams’ campaign, 2018 holiday season will make a big diff erence develop new products, technological AllClear, which provides specialist cover which highlights that false claims are in tackling fraudulent sickness claims.” innovations and extended services for to over-50s, has evidenced rapid growth costing the travel industry tens of millions the often under-served seniors market.” in recent years by off ering better access of pounds. ABTA is calling for the urgent As part of the transaction, Chris Rolland to policies, better cover and market- closure of a loophole in the law, which will be joining AllClear as CEO. Chris leading customer service for policyholders enables claims management companies was previously CEO of Staysure and of with impaired health. We intend to and legal fi rms to make more money in fees American Express Insurance Services. support Chris Rolland and the team as from sickness claims abroad than they’re Mike Rutherford and co-founder Chris they develop and promote competitive, able to from personal injuries in the UK. Wacey will re-invest and remain with the accessible and inclusive products for Evidence from the travel industry and business as non-executive directors. an ageing population often managing customers highlights that some claims Chris Rolland commented: “I am pre-existing medical conditions.” management companies are contacting

7 NEWS

Can tech halt flood of fraudulent claims? Ghanaians urged to get Nearly half (49 per cent) of all Brits travel insurance say travel insurance fraud must be stopped, with three in 10 saying The Ghanaian Aviation Ministry is being UICL’s new product is said to be the first real- companies must use technology called upon by Victor Obeng-Adiyiah, time online travel insurance product available to weed out fraudulent claims, Managing Director of Unique Insurance to customers in Ghana. It was launched according to a new online survey Company Limited (UICL), to encourage in partnership with Trust Re of Bahrain. commissioned by travel insurance Ghanaians to purchase travel insurance. Though insurance take-up in Ghana technologists Aquarium Software Speaking at the launch of the company’s is on the rise, travel insurance is still newest product, the Unique Travel Policy, a small market in the country. The latest insurance platforms allow insurers Obeng-Adiyiah commented that the Minster of Aviation Cecilia Dapaah was to authenticate claims quickly, thus acting Ministry should look at measures and in attendance at the product launch, as a powerful anti-fraud tool, while the incentives to encourage the public to buy and remarked in her keynote speech consumer is set to benefit from an improved travel insurance: “This will reduce the that the product was ‘a commendable customer journey, simplified small print and incidence of distress calls and unbudgeted development within the aviation and lower premiums. “Fraudulent claims are bad costs to Ghanaian travellers and their insurance industry in Ghana’, and news for policyholders and the industry alike, families, and also ensure the welfare encouraged all present to patronise the but with sickness compensation payouts and safety of Ghanaians when they are product. Commissioner of Insurance of up to £2,000, you can see why some off the shores of the motherland.” Justice Yaw Ofori was also present. may be tempted,” said Aquarium Director Mark Colonnese. “In the current economic climate, it’s a trend that’s perhaps likely to continue; but with consumers calling for a fraud clampdown, and three in 10 in favour of using better tech to do it, smart apps are one premiums, but the power to validate way a better deal can be achieved for all.” data quickly ensures apps will promote According to the survey, five per cent honesty as the best policy by far.” of respondents agreed that premiums As 20 per cent of survey respondents are so high that everyone does it (fraud) occasionally, with 13 per cent of 18 to 24 Fraudulent claims are bad news for year-olds agreeing – perhaps indicative of ‘backpacker blagging’ claims. Ten per policyholders and the industry alike cent of families with three or more children also agree, at twice the national average – never had insurance and 69 per cent suggesting that cost, relative to affordability, never made a claim, fraud figures must may be the greatest temptation to cheat. be kept in perspective. ‘The public “When fraud goes on tour, it does not accepts fraud cutting technology, and the stay there, as technology now means a industry must accept cutting small print criminal record and tears for souvenirs,” that some may perceive can be used to added Colonnese. “Scams risk raising refuse genuine claims’, said Colonnese.

US travel warnings system

The US State Department has created In terms of current country ratings, Cuba a new travel advisory programme in the stands at level 3, while Afghanistan, Iran, hope of making security information more Iraq, Yemen, Somalia, Libya and North easily understood and more accessible for Korea make level four, along with a handful US travellers. The department’s previous of others. Five Mexican states are also system of warnings and advisories is now on level four. These are: Tamaulipas, to be replaced by a numbered system Sinaloa, Colima, Michoacan and Guerrero. ranging from one to four. These are: US travel insurance comparison site • Level one – Exercise Normal Precautions. Squaremouth said the new advisory • Level two – Exercise Increased Caution. system likely won’t impact travel insurance • Level three – Reconsider Travel. coverage, ‘at least for now’, explaining that • Level four – Do Not Travel. a travel advisory alone is not enough for a Under this system, countries in the level traveller to be refunded if they cancel their one and two brackets will be reviewed trip; the only way something is covered by every 12 months, while those in the three trip cancellation is if it’s specifically listed and four brackets will be reviewed every six in the policy, such as illness or injury, months. The Department is keen to state hurricane or an attack being declared that, though the rating system has changed, terrorism by an approved governing body. the way that the US assesses threat level “US travel advisories may factor into an has not changed. “We needed to make it underwriter’s decision not to insure travel more accessible to people, to make sure to a particular destination, but the new the information was more easily understood four-tiered system is not expected to have an using plain language,” Michelle Bernier- impact on policyholder benefits in general,” Toth, acting deputy assistant secretary for Jason Schreier, CEO of APRIL Travel Overseas Citizens Service, commented. Protection commented to Squaremouth.

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Are we doing enough to accommodate older travellers?

UK travel insurer Avanti goes behind In this context, the fact that four in 10 the headlines to address some key older travellers admit to not checking the issues with regards to signposting terms and conditions of a policy starts to become understandable. They probably The Avanti team read with great interest a just feel relieved to get any kind of cover. recent ITIJ story, ‘Silver skiers take more Most people do not mind paying a little risks’, which reported on a study from more for their travel insurance because the Association of British Travel Agents of their age. They understand the (ABTA) into purchasing habits of winter reasons. But what they do expect is good sports insurance cover. The headline service. This is something the industry finding, that the over-55s are the age could improve when dealing with older group least likely to make sure they have customers. Signposting should be an appropriate cover before heading off on integral part of customer service best a skiing holiday, struck us as surprising practice, not just based on age, but to at first. Older travellers are not known ensure every person gets appropriate printadd.pdf 1 26.09.2016 18:07 for a lack of caution. But the more we cover for the type of trip they go on. thought about it, we wondered if there was a deeper story here. What reason could there possibly be to explain why someone aged 55 or over from the UK is almost three times more likely than someone aged 18 to 24 not to check they have the right travel insurance? We believe it could be down to how we handle the thorny issue of age discrimination in insurance. Here’s why … We take your complex challenges in Turkey

Mitigating age risks As everyone in UK insurance knows, the and turn them into simple, high quality and low cost solutions ! financial services industry has a special exemption from age discrimination laws. The Equality Act, which came into force in 2012, made it illegal in this country to refuse products or services to adults, or to alter terms and conditions, based on age. The insurance industry was granted an exemption for obvious reasons. As insurers, our entire business model is based on mitigating risk. As people get older, the risks of ill health, accidents and, yes, death increase, along with the amount of insurance claims made. To allow the industry to continue to adjust for these increased risks, the UK Government granted an exception to its new age C equality laws. But on one condition: that,M if an insurance provider felt it was unableY to offer a policy on the basis of age, it CM would have to take reasonable steps to help the individual concerned find MY alternative cover. The industry agreed thatCY if an older customer was not sold a policy,CMY they would be referred to the British K Insurance Brokers’ Association (BIBA), who would then match them to a provider who could accommodate their needs. This voluntary ‘signposting’ arrangement applies to all types of insurance – travel, car, home, health, life and so on. Because it maintains the industry’s exemption from the Equality Act, it also allows insurers to apply premiums to any policy they sell to an older customer.

Prioritising service Five years on, I wonder how much signposting goes on. I have not seen figures for travel insurance, but one shocking report from Age UK found that 85 per cent of people aged over 80 who were refused car insurance were not being referred to BIBA. This sort of thing makes buying insurance 0000 €2,173 0000 highly stressful for older people. As specialists in single and annual trip travel insurance for the over-50s, we hear from customers all the time how confusing and frustrating they find it. Some are outright angry when they are quoted sky-high prices on the basis of their age, or are refused a policy entirely.

9 NEWS ANALYSIS

n 31 December last year, a De Havilland ODHC-2 floatplane operated by Sydney Seaplanes crashed in the Hawkesbury River, killing the pilot and five British passengers. Also on 31 December, 10 US holidaymakers and two pilots died when a Cessna 208 Caravan belonging to Nature Air crashed en route from San Jose to Punta Islita, on Costa Rica. In November, a Cessna Grand Caravan aircraft flown by Coastal Airlines en route to Tanzania’s Serengeti National Park crashed, killing all 11 on board, including four tourists. US President Donald Trump took credit for increased air safety in the US recently, claiming to have made 2017 ‘the best and safest year on record’. As usual, Trump was generous to himself in his interpretation of the facts – there have, in fact, been no civil airline crashes in the US since 2009, eight years before he took office. Perhaps the president should consider getting strict on operators of smaller aircraft too. Following the Costa Rica crash, James Hall, former head of the US National Transportation Safety Board, told Fox News (Trump’s favourite TV channel) that private tourist flights ‘do not have the type of oversight and regulation that we have with commercial aviation in the US’. “The average tourist is not going to be able to make determination about the safety of those flights,” Hall added.

Tourist tragedies When a ‘flightseeing’ aircraft loaded with holidaymakers or a light aircraft carrying vacationers to a tropical resort is involved in a fatal crash, it attracts media attention. When one of the casualties is a well-known figure such as Richard Cousins, chairman of the world’s largest catering company, who died with his family in the Sydney Seaplanes crash, the story takes on more prominence. When the aircraft involved is a puddle-jumper carrying locals on a routine ‘milk run’ in a remote part of Alaska or Canada, the story is less likely to go global. According to the Geneva-based Aircraft Crashes Record Office, a non-profit organisation, there were 101 civil aviation crashes worldwide in 2017, all involving

Floatplanes are widely used for sightseeing flights and transfers worldwide

smaller aircraft. There were no crashes involving scheduled airline flights. Only a few incidents resulted in more than 10 deaths – but the total death toll was 399. To put the figures in context: according to Aviation Safety Network, a Netherlands-based organisation, all but two of the 20 worst airline crashes ever caused fewer than 350 deaths. So the annual death toll from incidents involving smaller aircraft is equivalent to at least one major airline crash per year. For many, nostalgia is part of the appeal of a flight in a ‘vintage’ aircraft like the De Havilland Beaver, but when an older aircraft type crashes, attention often focuses on its age and history. Reference is often also made to other fatal accidents involving similar planes. Following the Sydney crash, newspapers soon remembered that in August 2015, four Britons and a French tourist died when another DHC-2 crashed in Quebec, Canada. The vintage Grumman Mallard seaplanes A DANGER TOO FAR? operated by Chalk’s Ocean Airways between Two fatal accidents involving light aircraft carrying holidaymakers made headlines as 2017 ended, in a Miami and the Bahamas were an attraction in year in which almost 400 people died in crashes involving light aircraft flown by civil aviation operators. their own right until 2005, when metal fatigue Should travel insurers reconsider how they insure passengers on such flights?Robin Gauldie reports caused a crash that killed 20 passengers

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and crew and the service was suspended. However, age is not necessarily a factor that should influence passengers (and their insurers) unduly – newer aircraft types may also be involved in fatal crashes. The December 2017 Nature Air accident in Costa Rica was one of at least nine accidents in that year which involved variants of the Cessna Caravan. Most were non-fatal, and since the Caravan is one of the most widely used light aircraft in history, with more than 2,500 sold since 1986, there is no suggestion that it is unusually accident-prone. Floatplanes are widely used for sightseeing flights and transfers worldwide, in destinations as diverse as Australia, Canada, Alaska, Vietnam, Scotland, New Zealand, the Bahamas and the Maldives, where Trans Maldivian Airways operates the world’s largest floatplane fleet. Meanwhile, land-based light aircraft operate transfers to island resorts off the coasts of Costa Rica and Belize and to remote safari lodges in African destinations such as South Africa, Tanzania, Zambia and Kenya, and sightseeing flights over natural and man-made wonders such as the Grand Canyon and Peru’s Nazca Lines.

Putting your life on the Lines The Nazca Lines – enigmatic patterns in Nazca Lines,” states the UK Foreign and weather conditions mean that the visibility,” Walker claims. “Cruise passengers the sands of the Ica Desert – can only be Commonwealth Office’s (FCO) current advice risks of flying in Alaska are greater cannot cancel if the weather is bad. This is seen from the air. They are among the top on Peru, which notes that investigations than in the contiguous US states. a policy that places profits over safety and attractions in a country that isn’t short of following accidents and emergencies involving In June 2015, all nine people aboard a presents consumers with a choice between the relics of ancient civilisations. They have sightseeing planes showed that aircraft safety Promech Air DHC 3T Otter died when the losing their excursion fare or risking their lives.” also become notorious for fatal crashes and maintenance standards were not being single-engine floatplane went down near However, cruise lines and other travel involving sightseeing planes, says Phil implemented. “Though some improvements Ketchikan, Alaska. All eight passengers on operators seem likely to continue promoting Sylvester of World Nomads, an Australian to operating practices have been made, flightseeing trips, and travel insurers seem insurer which specialises in adventure travel. problems continue to be reported,” continues If you take a flight over Nazca, you are to be relaxed about continuing to cover “If you take a flight over Nazca, you are the FCO website. However, while alerting sightseeing flights and light aircraft resort putting your life on the line,” he says. travellers to the risks, the FCO advisory falls putting your life on the line transfers under standard policies. In general, “Safety standards have not kept up with short of advising against flying over Nazca. commercial light aircraft operations are closely demand. Flight companies use planes that Typically, the Fox News report that quoted the sightseeing flight were cruise passengers regulated worldwide, and so long as aircraft are almost as old as the Lines themselves NTSB ex-chief Hall sought to compare the from Holland America Line’s MS Westerdam. (no matter how old they are) are properly and have a history of cutting corners safety record of small aircraft operators Arguably, cruise lines that actively market certificated and maintained, it is hard to see on maintenance and preparation. The in ‘third world’ countries with commercial such flights (and sell them onboard their how travel insurers could easily exclude them. Peruvian Government is inconsistent at operations in the US. But the issue is not ships) have a duty of care to warn passengers “The number of incidents is extremely best when it comes to enforcing controls.” confined to the developing world. The of the inherent risks – however small – of small,” says Phil Sylvester of World In 2010, seven tourists died when a Cessna US has its own accident black spots. flying over extreme terrain and in rapidly aircraft operated by Nazca Airlines crashed. Alaska’s scenery could hardly be more changing weather in small, single-engined The number of incidents is extremely The operator had recently changed its different from the Peruvian desert, and its aircraft. But flightseeing is a significant name from Aero Ica after five French tourists coastline and hinterland are even more income source for cruise operators. Jim small … it is insignificant to the level died when another of its aircraft crashed. spectacular. Flightseeing in the 49th state Walker, a Florida-based maritime lawyer, says of risk In the same year, four British tourists is big business, with floatplanes operating cruise lines and excursion companies exert were killed when their sightseeing plane from Anchorage, Fairbanks and almost ‘tremendous pressure’ on passengers who Nomads. “It is insignificant to the level of crashed while attempting an emergency every Alaska port. Around one million have booked flightseeing trips to fly even risk. We see no need to issue a general landing. In May 2015, four tourists and cruise passengers visit the state each year, in poor weather. Many excursion policies warning or make changes to premiums their pilots were injured when a Cessna so cruise lines are the major market for impose a 100-per-cent cancellation fee if a or coverage. We will continue to warn 206 sightseeing aircraft, operated by Aero flightseeing operators, and actively promote passenger cancels within three days of sailing. travellers about the risks in situations where Palcazu, crashed shortly after takeoff. such excursions to their passengers. “I have heard many complaints from Alaskan unusual circumstances warrant (such But should they? The US National residents and cruise passengers that as the Nazca Lines scenic flights), and Standards not implemented Transportation Safety Board notes that excursion planes and helicopters routinely urge travellers to use their judgement.” “There are risks involved in flying over the rugged terrain and rapidly changing take off in poor weather with very limited He added: “This applies equally to any form of transport, and we note a recent incident involving a speedboat in Thailand. It is wise to always ask for a safety briefing (if one is not given) and ask to see where life vests and other safety equipment is kept on-board. If your suspicions are raised it might also be wise to ask to see the provider’s operating license. If none of these things occur, walk away and find another more suitable provider.” Sage advice for tourists ... ■

SOURCES www.cruiselawnews.com/promo/about www.cruisecritic.co.uk/articles.cfm?ID=1827 www.worldnomads.com/travel-safety/south- america/peru/nasca-lines-of-peru-safety-tips-for- choosing-your-flight www.peruviantimes.com/05/six-injured-in-crash- of-nazca-lines-plane/24165/h www.baaa-acro.com www.airlineratings.com/news/nine-die-in- sightseeing-aircraft-crash

11 NEWSFEATURE FROM MARM ADVERTORIAL

Peace and change in 2018

I have always believed that both Heaven and Hell are Ataturk, the founder of democracy in modern and on Earth and it is us, the human race, that creates secular Turkey, quoted his vision of ‘peace in the both. During my 70 years of life, I have enjoyed the country and peace in the world’ in 1938, at the brink company of so many friends, learnt and thought so of the Second World War. I would humbly repeat this much, and seen and lived in places that humans have quote and take it as my wishes for all of us for 2018. turned into either Heaven or Hell. From the wonders Turkey has experienced diﬃ cult periods over the last of Mother Nature and the magnifi cent treasures two years and tourism is one of the most aff ected our predecessors bequeathed to us, it has always sectors. However, we remain optimistic that the remained a question of how can man, who is capable historic and cultural ties that bind Turkey to the West of creating so many wonderful miracles, also be so will turn the tide to more successful days eventually. evil at the same time? Turkey is an indispensable part of Europe.

A new era for marm

I would like to share some news about marm, as 2018 fi nancial crises, Berna and her family made the decision will be the beginning of a new era for the company. to move to Singapore at a time when many opportunities were fl ourishing and various businesses were investing Berna Okten will be resuming the position of President in Asia’s growth. She has benefi tted from the experience and the Chairman of the Board as of 1st of March 2018, of having worked on cross border corporate and project while Jill and I will remain members of the Board with no based fi nancings across South East Asia. Although active participation in the management of marm. Over she is still based in Singapore, she travels frequently the past few months, Berna and I have been working on to Istanbul and is very well supported by our strong this transition to make sure everything runs smoothly in management team. the company.

Although Berna is not directly from the assistance industry, she has spent many summers as an intern at marm assistance Brief biogs during her school years and stayed involved indirectly throughout the years given the family nature of the business. Berna’s Mahmut C. Kadirbeyoglu - CEO career has thus far been in the fi nancial Mahmut Cengiz Kadirbeyoglu joined marm services sector and she has recently been assistance in March 2015 and he is currently upholding both her banking career and the CEO and Member of the Board, bringing supporting marm assistance concurrently. with him 35 years of automobile industry Now, she has made the decision to focus experience. Previously, he was the General on her role in marm assistance. She brings Directorate of Skoda Turkey and also served with her a global corporate perspective and as a Board Member and a Member of the aims to entrench the long and established Auditing Commission of the Automotive relationships marm has with her clients, and Distributors Association (ODD) which is one to build on the robust foundations of our Jill and Mustafa Atac of the leading organizations of the Turkish successful track record of the past 32 years. automotive industry. Mr. Kadirbeyoglu has a Mahmut Kadirbeyoglu, who successfully opened up Business Administration degree from Marmara Berna has more than 20 years’ experience in the fi nancial the domestic market for marm, which had not been University (Istanbul Academy of Economics services sectors across various businesses in fi nancial exploited in the past, will continue as the company’s and Commercial Sciences). He also acts as Mahmut Kadirbeyoglu capitals. For the past 12 years, she has been working CEO and Member of the Board. Munife Sanli has proven the Board Member of Assistance Companies at DBS Bank, Southeast Asia’s largest bank by asset to be a key member of the fi nance team as our CFO, Association in Turkey. size in Singapore as a corporate relationship manager and she will continue in this task. Hamdi Inan has also focusing on large corporates in the oil and gas sector. proven to be a great asset for marm as the COO of the Prior to moving to Singapore, she worked for Citibank’s company, and you will enjoy sharing operational news Munife Yasemin Sanli - CFO Investment Banking division in London and New York, and success stories from him from Turkey and the Munife Yasemin Sanlı joined marm assistance focusing on cross border structured surrounding region. as CFO in November 2016. Previously, she fi nance transactions, and before that served as the Group Business Unit Controller in Arthur Andersen’s Tax Audit division I fi rmly believe that with the robust for various functions across regions for Cargill in Istanbul. Berna holds an MBA foundation of marm, coupled with Turkey, where she built strong managerial skills from Erasmus Rotterdam School of a strong management team and via multinational company experience, cross Management in The Netherlands and dedicated staff having served our sector and cross border exposure throughout a BA in Political Science from Bilkent clients on average for 18 years of her 24-year career. Prior to Cargill, Mrs. Sanli University in Turkey. service, we will continue to deliver was an auditor in Arthur Andersen. Mrs. Sanli a high quality service and be our graduated from Bosporus University, with a BBa degree in Finance and Accounting. Berna leveraged on her tax audit clients’ extended arm in the region. Munife Yasemin Sanli experience and MBA education and moved to London to work in Citibank’s Just like Turkey, marm has been investment banking division, focusing a bridge in a fruitful and positive Hamdi Inan - COO on tax arbitrage structured fi nance Berna Atac Okten cooperation between East and Hamdi Inan joined marm assistance as COO transactions for West European clients. West, blending the global knowhow in July 2017. Previously, he was the CEO of She spent most of her time travelling of our partners with the local Anadolu Cagri Merkezi and prior to that, he across Western Europe meeting many knowhow of our region. was the Group Manager at Sabanci Telekom. clients across various industry sectors. She was selected He has extensive experience in establishing, within her team to go to New York to work on various I would like to wish you all a very peaceful, successful, structuring and managing call centers and has projects during her time at Citibank. With the rapidly and happy 2018. managed them for Demirbank, Turkcell and expanding economy of Asia following the 1997 Asian Dr Mustafa Atac Europe & America Holding. Mr. Inan graduated from Istanbul Technical University with a bachelor’s degree in Electrical Engineering and linkedin.com/company/marm-assistance a master’s degree in Computer Engineering twitter.com/marmassistance and also completed the Advanced Executive MBA at IESE Business School. facebook.com/marmassistance Hamdi İnan www.marmasistance.com Instagram.com/marmassistance

12 www.marmassistance.com

The shortest distance to assistance. marm is proud to be the choice for medical assistance, roadside management and health tourism in Turkey and the region for over 30 years.

B /marmassistance /marmassistance /marmassistance /marmassistance

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Care Plus launches Master Pacific Prime fully licensed in Dubai International plan

Care Plus, a healthcare company offer Master International to new customers serving the premium corporate with compatible plans and an additional market in Brazil, has launched its 2,000 new customers by the end of 2018. first international private medical “Our clients and brokers have stated the insurance (IPMI) product in need for a product offering coverage the country to globally minded and globally mobile customers,” noted Roberto Laganá, CEO Master International, as the product is of Care Plus (Brazil). “We’ve listened to called, will allow organisations to offer them and alongside Bupa Global and Blue their employees healthcare around the Cross Blue Shield Global, our customers world, giving them the ability to access now have the security of having premium the right care, at the right time, across healthcare anytime, anywhere.” a large network of healthcare providers Moses Dodo, General Manager of Bupa and facilities worldwide. The product is Global Latin America, added: “The launch of the result of the strategic collaboration Master International is an exciting milestone between CarePlus, Bupa Global and in our relationship with Care Plus and Blue Cross Blue Shield Global. further demonstrates our commitment to Master International will be available to Care providing the very best level of healthcare Plus clients currently subscribing to the whenever and wherever our customers Master I plan, which provides healthcare need us, and helping our customers coverage in Brazil. In addition, Care Plus will lead longer, healthier, happier lives.”

Pacific Prime has announced the opening Director Colin Ward said of the of an office in Dubai, where it is now fully announcement: “We are both excited licensed as a broker of both local and and proud to be operating on our international health insurance. Previously, own with the establishment of Pacific it worked in the emirate via a partnership Prime Dubai. Our parent company has agreement. The office, located in Jumeirah already been successful with a unique Lake Towers, will be supported by over 100 service offering that is unmatched by staff members, who will be providing all any of our competitors, so we know manner of sales, support and administrative that we have a lot to offer people in the services to individuals, families, emirate. We welcome everyone in the businesses, and other organisations. area to contact us and find out how we Pacific Prime Dubai Corporate Sales can simplify insurance for them.”

Allianz improves security and digital offerings InsureMyTrip Allianz Partners has announced makes SMART enhancements to its individual, family and group health insurance plans, which choice mean that travel security services and an expatriate/employee assistance programme US-based travel insurance comparison site (EAP) are now included in a number of InsureMyTrip has announced the launch the company’s healthcare plans. The of a new algorithm-based system, aimed to travel security services provide access to a change the way consumers compare and round-the-clock security assistance hotline, buy travel insurance. Called SMART system, security advice about countries across the the software uses continuous learning world, daily security news updates and travel through user interactions, vast libraries of safety alerts. The EAP gives expats and data from past travellers and thousands their families access to a range of services of coverage options to recommend – including counselling, legal and financial appropriate coverage to customers. support, health and wellbeing advice – “For the first time, predictive models and available 24/7 in multiple languages. machine learning (ML) techniques are being Speaking about this addition to its healthcare applied to travel insurance comparison. As plans, Ida Luka-Lognoné, Allianz Partners cost and improve quality of healthcare member of the Board of Management of we continue to pioneer the technology in this Board member and CEO of International for millions of patients worldwide’. Allianz SE and Chief Operating Officer. “We space, we anticipate continued and highly Health, noted: “We recognise that we are Allianz X, the digital investment unit of serve people across the globe anytime, visible improvement to the comparison and living in an increasingly unpredictable world, Allianz, led the investment and will join anywhere, 24/7. The innovative technology purchase experiences for our end users,” from extreme weather incidents to the American Well’s Board of Directors. offered by American Well complements says InsureMyTrip Director of Technology rise in terror attacks. We wanted to make Allianz and American Well will develop digital our variety of trusted services and supports and Architecture Andy Bent, who leads sure that we have services and supports health solutions that build on American our customers in the digital world.” the team responsible for SMART. The in place to protect and give peace of mind Well’s platform and leverage Allianz’s Dr Ido Schoenberg, Chairman and CEO at company announced the new technology to our expat customers and their families. international experience by combining American Well, added: “Advancing global during the AIG Risk and Innovation Our healthcare plans and services will wearable sensors, remote monitoring and health digitally is a big mission, and one ‘Future of Travel’ event at CES 2018. continue to evolve and adapt. This is just virtual visits. Working with local healthcare we know we cannot accomplish alone. Our the first in a number of new health service stakeholders, the partnership will deliver scalable telehealth platform and partnership initiatives that we’ll bring to the market.” healthcare to both developed and emerging ecosystem are key to any global solution. markets, addressing local regulations, clinical We are encouraged by great support Investment in the future preferences and financing choices. This from across the healthcare industry thus Meanwhile, Allianz has agreed to a global telehealth system will allow providers far, and we invite companies and thought US$59.2-million investment and strategic to treat patients more successfully in the leaders across health, tech and business partnership with telehealth platform transforming world of connected care. to join our mission to advance the quality, American Well to develop digital solutions “Our customers’ needs are at the heart of accessibility, and economics of global that it says will ‘widen access, lower everything we do,” said Christof Mascher, healthcare through digital connectivity.”

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Admiral goes independent Sedgwick acquires Cunningham Lindsey

UK-based insurer Admiral has launched its as standard on both Gold and Platinum Sedgwick Claims Management Services, industry in many years,” said Michael own suite of travel insurance policies, with policies. Customers with pre-existing Inc., a provider of technology-enabled Arbour, Sedgwick Group President. “This administration and underwriting carried conditions will be asked to go through risk and benefi ts solutions, has signed exciting development puts us in an optimal out in-house. The policies are a screening process before an agreement to acquire Cunningham position to meet the increasingly complex available across three purchase, but the Lindsey, a global loss adjusting, claims needs of clients around the world.” levels – Admiral, company said it is management and risk solutions fi rm. Admiral Gold ‘confi dent’ it will Cunningham Lindsey assists businesses, and Admiral be able to off er insurance companies, brokers and Platinum. Winter insurance for more policyholders around the world by sports and cruise conditions than off ering expert support when losses cover are available many other providers. occur, such as during natural disasters. on all policies as an Cosmin Sarbu, “Bringing the incomparable talent, upgrade except for Head of Travel expertise and robust global capabilities on the Platinum policy, Insurance at Admiral, of Sedgwick, Vericlaim and Cunningham which includes cruise cover as standard. said that the changes had been made Lindsey under one umbrella is among the Catastrophe cover, meanwhile, comes following customer feedback. greatest stories to emerge from the claims Zurich to underwrite easyJet insurance

Swiss insurer Zurich Insurance has entered into a new agreement with UK airline easyJet to exclusively underwrite the airline’s travel insurance off erings. Zurich will provide product and pricing for the insurance available through easyJet. Colllinson Group is also part of this deal, and will be providing customer servicing, claims and assistance. Customers will have the opportunity to purchase travel insurance separate from fl ights on easyJet’s website. Customers will be able to buy insurance from the airline in: the UK; France; Germany; Italy; Spain; Switzerland; Poland; Hungary; Portugal; Greece; Denmark ; Czech Republic; and the Netherlands. “We really believe the future of insurance in key areas like travel is based on the quality of partnerships we commit to,” said Arslan Hannani, Head of Market Management at Zurich UK. “Partnering with a well-known and respected brand like easyJet creates a great opportunity to provide their extensive customer base with insurance that’s closely tailored to their individual needs.” Agent of Shield

International Medical Group (IMG), an international medical and travel insurance company, has earned its privacy shield certifi cation, demonstrating compliance with European Union (EU)-US and Swiss- US data protection requirements. These protection requirements – part of the EU-US and Swiss-US Privacy Shield Frameworks – were designed by the US Department of Commerce, European Commission and Swiss Administration to provide companies on both sides of the Atlantic with a mechanism to ensure the safe transmission of personal data from the EU and Switzerland to the US. “As an international company, we work with members and clients worldwide who put a tremendous amount of trust in us,” said IMG Vice-President, General Counsel Adam Hirschfeld. “The privacy shield certifi cation demonstrates our commitment to keeping their data secure and maintaining their trust.”

15 INSURANCE MATTERS

GCC sector maintains growth Pacific Prime reports on global The Gulf Co-operation Council financial performance of insurers, and health insurance landscape (GCC) insurance sector maintains on the other hand, the regulations are resilient growth, given the encouraging consolidation activity.” significant penetration gap Between 2016 and 2021, insurance compared to the advanced markets in the UAE and Oman are economies, and despite anticipated to grow at the fastest challenges such as a drop in oil annualised average pace of 12.1 per cent, prices and reduced public and followed by Saudi Arabia at 10.5 per cent. business spending, according to a The premium growth in Oman is likely report from Alpen Capital to be driven largely by the introduction of mandatory health insurance, Developing regulations, economic and that in the UAE by a new motor diversification efforts, mandatory health insurance pricing regime. Additionally, insurance and favourable demography macro factors like population growth, present a bright outlook for the sector. infrastructure developments and “The GCC insurance industry is stepping revival of business activity will aid into the next phase of growth, fuelled by growth across the countries. rising insurance awareness, economic Pacific Prime, a global insurance advisory on international medical insurance revival and infrastructure developments, firm, has released its inaugural report products throughout 2018. and an expanding consumer base,” focusing on the current international • Companies around the world are noted the report. “Further, the maturing health insurance landscape. The State facing a number of common health and stringent regulatory environment of Health Insurance 2017-2018 report, insurance issues, the top five of which is likely to create strong, stable and which is free to download, includes include: uncertainty around premiums, sustainable business models.” the following key findings: plan sustainability, ensuring benefits According to Alpen Capital, the • The average cost of international health are competitive, communicating GCC insurance market is projected insurance in 2017 was US$8,105. This with and educating employees, and to grow at a CAGR of 10.9 per cent figure is based on premiums for four structuring relevant benefits. from US$26.2 billion in 2016 to $44.0 key demographics in 100 countries. Pacific Prime’s global report is based billion in 2021. This projection is • In 2017, the global average inflation on the wealth of international medical based on existing fundamentals of of international medical insurance insurance data the company holds, the industry and economic outlook. premiums was 9.2 per cent. and the insights shared by their most Alpen’s report continued: “The growth • The most notable changes to the experienced insurance consultants. in GWP is likely to be moderate in global health insurance industry in To provide a geographical breakdown 2017, as the industry players are 2017 include continued acquisitions of the international health insurance adapting to the new regulations amidst and mergers, and variable inflation. market, the company has also released increasing competition and recovering • Insurers ‘onshoring’, increased China, Dubai, Hong Kong and Singapore economic activity. On one hand, compliance, and digitisation are versions of the report, all of which are key increased capitalisation requirement three major global trends that will markets that have seen surging demand and actuarial pricing are improving the continue to have a major impact for international insurance products.

Amazon poised to enter Indian insurance market US-based retail behemoth Amazon looks only three per cent of set to invest around US$15.7 million in Indian insurtech startup Acko, a digital- insurance in India is only insurer. Under the deal, Amazon’s purchased online Indian business would reportedly co-develop products with Acko and in India is purchased online, in a market act as its distributor. Already offering that is estimated to be worth around $80 financial services products, including a billion. This percentage is expected to lending scheme and accident coverage grow rapidly, however, says the newspaper, programme, this latest partnership would as the country’s young and tech-savvy allow Amazon to tap into the data it already population reaches financial maturity. holds on its Indian customers in order to When Amazon will launch into the tailor insurance products to meet their European or US insurance markets remains needs. The Indian market also provides a to be seen, but Business Insider stated vast amount of opportunity for Amazon’s that the move into the Indian market could insurance business. According to the Times have been spurred on by Amazon’s stiffer of India, only three per cent of insurance competition from local retail rival Flipkart.

Allianz and LV= move forward

Allianz Group and Liverpool Victoria UK retail sector by creating a strong and Friendly Society (LV=) have completed customer-centric insurer in the personal the first stage in the creation of their home and motor insurance markets’. joint venture and strategic partnership The second stage of the transaction through the planned sale of a 49-per-cent will take place in 2019, when Allianz stake in LV=’s UK General Insurance will pay an additional £213 million for businesses (LV=GI) to Allianz Group. a further 20.9-per-cent stake in LV= GI The venture creates a general insurance through an agreed, forward purchase business with over six million customers based on a total valuation of £1.020 and gross premiums written in excess billion for 100 per cent of LV= GI. As of £1.7 billion. A statement from Allianz announced in August, LV= has a put option read: that the move ‘allows Allianz and under which it can sell all or part of its LV= to take a leading role in the growing remaining shares to Allianz at any time.

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Trends to watch

Changes are occurring in the found that the percentage of workers’ and obesity, increased from 2.4 per cent to and on any device: “We’re seeing a big UK employee benefits market, compensation claims with a comorbid 6.6 per cent between the years 2000 and growth in ‘in your pocket’ GP services according to John Dean, Managing diagnosis, such as diabetes, hypertension 2009. We expect this trend to continue.” and blood pressure diagnostic services. Director of Punter Southall Health Comorbidity risks present themselves to These services are here to stay so and Protection and Cheryl Brennan, employers through higher absence rates, all suppliers will need to ensure their Director of Corporate Consulting longer absence durations, more complex services can be mobile-enabled.” medical treatment and insurance costs. Dean added: “The growing availability of Identifying the new trends that the John Dean addressed the issue of an health information and the rise in health insurance and employee benefits market increasing number of part-time workers screenings, DNA testing and genetics can expect this coming year, Dean and joining the workforce, and asked whether testing is making us a more knowledgeable Brennan said insurance companies or not this trend would lead to insurance society. Soon we will be able to check will evolve into ‘wellbeing companies’. benefits not being linked to salaries. our propensity for any potential future John Dean said: “While, traditionally, He said: “The number of people doing illnesses. This knowledge presents a big insurers have concentrated on premium the standard 40-hour working week is challenge to the insurance industry as rates and insurance terms, their focus falling. According to Reed Job Index, possible buyers will already know their will change. They will provide wider part-time job opportunities have risen to a propensity to become ill. Insurers will support and offer new propositions to three-year high. This makes it complex for have to adapt to these changes otherwise customers including data analytics and companies to work out the costs of their premiums will have to rise substantially.” wellbeing services, not just insurance.” benefits. With flexible and part-time working Dean concluded: “Currently, employee Cheryl Brennan said: “We are at a on the rise, employers will be looking to benefits programmes focus on supporting demographic tipping point. For UK simplify things and we are likely to see those who are ill or dying. In the future, employers, the biggest risk is our ageing more flexible benefits such as ‘lump sum’ programmes will focus increasingly on workforce and the expected increase in life insurance being offered rather than wellbeing – providing solutions for the comorbidity. In a 2012 research study, the companies linking benefits to salaries.” majority, rather than just those who are National Council of Compensation Insurance Dean then looked at how progress in ill. There will be greater concentration looked at the impact of comorbidities technology would enable employees to on keeping the healthy well rather on workers’ compensation claims. It access benefits anywhere, at any time than simply paying for the ill.”

Lloyd’s will commence Brussels Reinsurance weathers 2017’s losses ops in 2019 The global reinsurance market managed to weather one of the worst loss years According to Reuters, Lloyd’s of London is due to its strong regulatory framework. on record in 2017, according to a new on target to commence operations at its new “We are hiring people,” said Lloyd’s CEO report from Willis Re, the reinsurance Brussels-based unit in January of next year. Inga Beale. “We hope to make some division of Willis Towers Watson. Lloyd’s is one of the financial institutions that appointments shortly. We will have the The new 1st View renewals report from has been the most vocal about the necessity Brussels subsidiary up and running by the company puts loss estimates in the for a European Union-based subsidiary, 1 January 2019. That is ahead of the actual region of US$136 billion last year. Willis should post-Brexit Britain lose access to the official exit, but we run a market and we want Re points out that the large catastrophe single market; it is one of the first businesses to be ready for all of our businesses and losses incurred in 2017 also coincided to announce that it is taking such a step. syndicates that operate within the market. with profitability in non-catastrophe Brussels was chosen, according to Lloyd’s, That’s why we are really pushing ahead.” lines being constrained and prior-year reserve releases slowing. According to the report, however, pricing corrections have not seen a significant spike due to Robust growth expected the combination of strong reinsurance market capitalisation, the losses being in Vietnam split over several different catastrophe events over the year, and the fact that The Vietnamese insurance market maintained VND129.24 trillion – growth of just over a large tranche of the losses were an impressive growth rate of 21.2 per cent 20 per cent from 2017 figures. Overall retained in the primary market. in 2017, with total revenue of VND105.61 economic growth in Vietnam is expected The market was also significantly trillion (US$4.65 billion), according to the to benefit the insurance industry, as are different for buyers in 2017, even when country’s Finance Ministry. Of this revenue, new bancassurance partnerships. To reach compared to other years with major non-life insurance premiums accounted its targets, the insurance industry will also catastrophe events. Willis Re’s report for VND40.56 trillion, representing an focus on building and streamlining policies, stated that traditional reinsurers remain increase of 10.6 per cent, and life premiums restructuring insurance firms, developing new strongly regulated and capitalised, totalled VND65.05 trillion, a rise of 28.9 per products and improving quality of service. supplemented by insurance-linked cent, explained the deputy director of the Challenges to the growth of the insurance securities (ILS) capacity, which has Ministry of Finance’s Insurance Supervisory sector remain a disbelief among many grown to $75 billion. The ILS market also Authority (ISA). Insurance companies have people in the country that insurance is worth showed resilience during the second also reportedly grown their total assets and the expense, despite increased awareness half of the year, comfortably weathering Other key findings from the report reinvested more money into the economy. among the population, said ISA Director the first major test for a number of funds include the evolving risk of cyber Furthermore, they paid VND29.42 trillion Phung Ngoc Khanh. Doubts around the with investors prepared to recapitalise threats in 2018, the continued supply to customers in 2017, an increase of long-term commitment of foreign life insurers funds and provide liquidity for trapped of capital helping to curtail widespread almost 15 per cent on the previous year. to the local market are another contributing capital, according to Willis Re. increases in risk adjusted rates on loss For 2018, the target for the insurance factor to the low penetration rate in Vietnam, “No commentary on the 1 January free portfolios, and that 2017’s merger sector is to achieve total revenue of which stands at less than one per cent. renewal season can overlook the scale and acquisition transaction volume in of human suffering and economic loss the global insurance sector finished that the catastrophes in the second 2017 on a par with 2016’s $49 billion. half year of 2017 have caused,” said “Clearly the 2018 renewal season will James Kent, Global CEO of Willis Re. for many reinsurers be a disappointment “The global reinsurance industry is in terms of the rating levels achieved. central to alleviating the impact of the However, this must be balanced against 2017 hurricane losses. The speed of the ability of the market to provide buyers claims payments from reinsurers to with stability of capacity at reasonable their clients has been exemplary and prices with an orderly renewal process, the value of reinsurance has been which demonstrates the growing illustrated to many clients yet again.” advancement of the market,” Kent added.

17 INDUSTRY VOICE

The millennial bug Insurance claim consultancy Harris Balcombe discusses some strategies Mobile is money that insurance businesses need As many companies are already aware, AIR AMBULANCE REVIEW to adopt in order to appeal to the nowadays having a website is just not millennial mindset that will dictate the enough. A quarter of millennials spend insurance industry’s development for over five hours every day consuming, decades to come searching, creating and shopping on their phones. The simple fact is, if your site isn’t Whether we like it or not, insurance is optimised for mobile, you risk losing the facing a millennial revolution. The average business of the millennial population. age of an insurance professional currently Millennials make real-time decisions. Thanks to stands at 60 years old, and a mere four the vast amount of information they consume, per cent of millennials are interested in they can instantly decide whether a brand pursuing a career in this business. is worth their time and money. Satisfying an Millennials – i.e. those aged from roughly 18 expectation defined within seconds seems to 34 – have been proclaimed lazy, narcissistic daunting, but brings great opportunity for and entitled. But these negative stereotypes businesses in insurance that set themselves signify the very barriers misguiding focus on apart from traditional desktop marketing. the great opportunities young consumers Multiplatform is no longer an option, it is present to businesses in the future. an essential step towards digital that some For years the insurance industry has been businesses are still failing to establish.

Forty-five per cent of millennials don’t find today’s marketing content compelling enough to share

discussing ways to target the millennial candidate gap and now the issue is ever- Browsing experience present. Millennials are becoming your Millennials crave the experience of shopping clients, moving into their prime spending more than purchasing a product or service, years and demanding innovation. To which is why successful companies know maintain a competitive advantage in the that young consumers just want to have digital age, here are a few ways to adapt a fun online browsing experience. your insurance company in 2018. Nowadays, it is important for a business to have an easy-to-use, visually pleasing and Content is currency interactive website. These important elements Forty-five per cent of millennials don’t find are a potential customer’s first impression of today’s marketing content compelling your site, and if executed properly, will gain enough to share, and this is not surprising, their interest in your services for the long-term. considering the content strategy developed If your website looks outdated, or is is often far removed from the very unresponsive and/or hard to navigate, presence of millennials themselves. a much-needed redesign and analysis Bridging the chasm between your brand of your business goals and strategies and the millennial audience is the first step will optimise your user experience and to creating engaging content. Defining business sales for potential customers. Features include: your business content strategy starts by researching first-hand how the modern The future is millennial consumer shops, and the type of content The trends mentioned in this article are • High-risk environment evacuations and tone of voice that captivates them. certainly not exclusive to the insurance industry. There is no doubt that offices of • Blood transfusion protocols Content marketing for SEO the future are being driven by millennial Simply put, if your brand does not show up on preferences, with insurance arguably Google, millennials will not take you seriously. facing the biggest challenge to change. • Case studies Content that is highly shareable, drives links The plain fact is that businesses in and increases your website traffic will grow insurance need to recognise the growing • Carbon fibre interiors your brand’s presence and ranking online, presence of brands, old and new, that are making your content strategy all the more adapting their business approaches to fit important to develop in co-ordination with the needs of young consumers online. • Post-mission disinfection what young consumers are searching for. • Optimising fleet size Timing is everything In a technology-driven society, analysing current trends on social media relating to your industry is a great way to understand the relevant and current content millennials are engaging with. OUT MARCH For example, if you are a travel and health insurance agency, search hashtags on the best destinations to visit during the new year, or vlogs (video blogs) on things Brought to you by to do and places to visit at *insert travel destination here*. Or conversely, if you are a firm specialising in home insurance, search the top hipster locations to live or even the most sought-after smart home devices. From this stage, developing monthly blogs and advice pages on your site will more likely fit the interests of young consumers. www.itij.com/subscribe No matter the kind of insurance your agency specialises in, the goal is to keep your content up to date with the millennial needs of today.

ITIJ-AA-HP.indd 1 24/01/2018 16:14 18

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The digital insurer

Like so many traditional industries, Adding value in the ‘moments that matter’ down to the IT department to deliver them, insurance has been turned on its The opportunity to add value is most often with seemingly unrealistic timelines. head by the information revolution, critical in the ‘moments that matter’ – or, This is where a low-code development platform writes Nick Pike, Vice-President of UK in other words, when something bad has proves its worth. Using a low code platform, and Ireland at OutSystems. But this happened and it’s time to make a claim. organisations can build enterprise apps in could be a golden opportunity Take a car accident, for example. Here’s a a very short space of time, quickly solving chance to demonstrate outstanding customer problems and seizing the opportunity. Companies with long histories now compete care by reporting the accident instantly and A great example of a low code platform in with agile and technologically advanced starting the claim process. Some apps on the action is global insurer, AXA. AXA was at disruptors, not to mention big-name brands market enable customers to take photos of risk of losing business because independent trading on their customer service heritage the scene to add to the claim data and show brokers were frustrated with having to phone to grab a slice of the lucrative insurance pie. exactly where they are. Medical and vehicle a call centre to track the progress of customer Fortunately, by shifting to a rapid innovation recovery services can then use these to send claims. What it needed was a portal that and development culture, traditional reassuring information to the device, such as could deliver the information to brokers’ insurers can thrive in the digital era. when help will arrive, providing comfort when devices immediately, and it needed it fast. it’s most needed. Having a car accident is The company used a low-code platform The road to revolution obviously never going to be a great experience, to create and launch its eServe portal in In the wake of the internet, customers had but insurers can make sure that the aftermath just 12 weeks, integrating it with its legacy easy access to information about all kinds of that they’re willing to buy from any company and claims process is fit for the 21st Century systems to serve more than 3,000 brokers policies and prices for the first time. Comparing that offers it, and the fact that the company has by making use of available technology. and handle 260,000 claims per year. and switching insurers became much no history in the insurance market is irrelevant. This kind of service turns a mere insurance easier, and the result was a dramatic drop in GlobalData’s 2017 insurance survey found provider into a company customers trust. Wrangling out of legacy customer loyalty. Traditional insurers were at that 18 per cent of consumers would buy Traditional insurers are often wrangling the mercy of new, fast-moving companies who motor or home insurance from Amazon, for The need for speed with legacy technology that simply isn’t could develop and launch products quickly, example, because they trust the company. So how do traditional insurers go about a problem for their newer competitors. gobbling up market share. Small wonder Today’s buyers expect personal touches that transforming themselves into organisations What they should do is again look at a then that a recent PWC survey found that 86 reinforce their relationships with insurance. providing amazing customer care with low code platform to help them integrate per cent of insurers feel their revenues are at According to a 2016 Capgemini survey, only the agility of Amazon and the innovative multiple systems into one interface for rapid risk from innovative insurtech companies. 34 per cent of customers in the Generation power of their insurtech competitors? application development. Once the burden This pressure has provoked a response. Y bracket were satisfied with their insurers, of legacy system integration is lifted, it paves Analyst SMA Research says that 61 per compared to 47 per cent for all customers. The first generation of digital the way to a culture of rapid and responsive cent of large insurers currently describe In return for this personalisation, younger development, and the entire organisation themselves as being in a ‘transformative’ customers share far greater levels natives is all grown up and making benefits. Why? Because automation speeds phase, having to rethink their business. of information about their individual up claims processes, which makes things circumstances. The benefit? Insurers major purchases easier for broker partners and inspires ‘Alexa, I’ve crashed my car’ – Generation assess risk better with more information, dynamic sales and marketing campaigns. Y consumers come of age while tailoring policies more accurately. They start by addressing the biggest There’s no doubt that the insurance sector The first generation of digital natives is all PWC has termed this a shift from ‘reactive challenge: speed. Instead of having years to is in a state of flux. Digital transformation grown up and making major purchases. claims payers’ to ‘proactive risk managers’. develop, test and launch new products and is a golden opportunity to deliver that holy Naturally, they need insurance – and they These risk managers use big data and services, the window of opportunity is now grail of outstanding customer experience. expect it to be super easy to get what they technology to move the debate away from just weeks. New ideas will often come from all It will help insurers ride the maelstrom of want. They value great experiences so highly price and into the realm of adding value. parts of the business, but it generally comes disruption and thrive in the digital era.

INSURANCE MATTERS Wearables taskforce for India Startup given Zurich backing

The Insurance Regulatory and motor insurance market. As reported Development Authority of India (IRDAI) by Moneycontrol, a senior official at the has created a working group that will Authority commented: “Innovation is assess the applications for wearables encouraged, but policyholder interests and portable devices in the insurance and how exactly the products will industry. The group will look at how this be designed need to be looked into. type of technology could be used to Proper data will have to be analysed.” enable risk improvements and carry out risk assessment, as well as how such devices could be used or distributed as an integral part of policy design. Insurance companies in the country have already suggested that the use of wearables should lead to benefits for customers, such as reduced premiums. The IRDAI recently established a discussion paper on the application of telematics in the Insurance startup Laka has announced an alternative way that can benefit careful financial backing from Zurich for its new consumers – a way that shares with them the bike insurance product, which it says is ‘truly pricing and claims decision-making,” said disruptive’. Formerly known as Insure a Thing, Jens Hartwig, co-founder of Laka. “We’re Laka’s model means that it only earns fees starting with high-value bike cover but as when acting in the best interest of the client our model proves successful we’ll look to – namely settling claims. The consumer does explore other products in the pipeline.” not pay any upfront payments or premiums. Laka says that this model encourages Claims are instead settled at the end of the customers to behave in a way that will month as part of a group risk pool plus a reduce the number of claims. David White, fee. Laka says that the payment will change Head of Retail Management at Zurich, each month, but be capped at the price of concludes: “Innovation is an often over- a traditional insurance policy, meaning that used word but Laka is one of very few customers will feel the benefits if claims insurtechs doing something genuinely performance is better than expected. exciting and disruptive. We look forward “While this tried and tested insurance to working with Laka in the future as model obviously works, we think there’s they expand their proposition further.”

19 TRAVEL MATTERS

Fore more years Transfers talk

The Hawaii Tourism Authority (HTA) has destination for golf,” Szigeti said. Keflavik Airport, Iceland’s largest airport, announced that it has reached a deal The state played host to three tournaments expects to see over 10 million passengers with the Professional Golfers Association over three consecutive weeks in come through its doors in 2018. The airport (PGA TOUR) to support a further three January: the Sentry Tournament of has seen a dramatic increase in passengers championship golf tournaments on the Champions on Maui, Sony Open in over the last few years, despite only two island. According to HAT President and CEO Hawaii on Oahu, and Mitsubishi Electric million people travelling through in 2010. George D. Szigeti, the renewal of the official Championship at Hualalai on the island Last year saw 8.8 million pass through marketing partnership is part of the HTA’s of Hawaii. “The Hawaii Tourism Authority the airport, but it is predicting another policy to bolster the island’s tourism with and PGA TOUR have been proud partners significant increase in 2018, thanks to the collaboration from major sports brands. since 2001, with this year marking the 18th increase in stop-overs between Europe “We are very grateful to PGA TOUR anniversary of a match made in golfing and the US. Hlynur Sigurdsson, Managing Commissioner Jay Monahan and his heaven. Hawaii has hosted the world’s Director of the commercial division at entire team for being such a wonderful best players, seen new stars emerge, and Keflavik Airport, said that the number of cent – still a significant figure. The airport and supportive partner to the State of witnessed thrilling highlights. We look passengers using the airport for transfers was also one of the best rated airports by Hawaii. This new four-year agreement is forward to four more wonderful years of is expected to increase by 33 per cent passengers in Europe last year, according a direct result of the PGA TOUR’s faith hosting the best in professional golf in in 2018, while arrivals and departures to the results of the ASQ survey conducted in the Hawaiian Islands as a world-class the Hawaiian Islands,” added Szigeti. are only expected to increase by 10 per by the Airports Council International.

Tourism grows in Sri Lanka Saudi Arabia relaxes laws on female tourists … slightly

The Saudi Commission for Tourism and Part of this strategy has been the unveiling of National Heritage (SCTNH) has announced a new international tourism project that will that women over the age of 25 will be allowed take up a 30,000-square kilometre stretch to travel to the kingdom without a male of islands, beaches and other attractions on chaperone for the first time – but only if they the Red Sea coastline. The area will be free are part of a tour group. Initially, it seemed of some of Saudi Arabia’s conservative laws, that the SCTNH would be allowing female and most nationalities will not need a visa visitors into the country on a solo visa, but it to visit when it is completed in 2022. Any announced on 14 January that any potential tour operators operating in the country will female travellers will need to be part of a tour still need to make sure all tourists are aware group organised by a licensed tour agency. of Saudi customs and law before entering The move is part of the kingdom’s new push the country and are responsible for making to diversify its economy through tourism. sure their group behaves appropriately.

Sri Lanka enjoyed an all-time high cut off, garnering international press number of tourists entering the country attention, something that SLTDA said had in 2017, according to data from the Sri an adverse effect on forward bookings. Lanka Tourism Development Authority This was followed by an unprecedented (SLTDA). Just over 2.11 million people dengue epidemic that was centred around visited the country over the course of the the country’s capital city Colombo. It year, a figure representing growth of lasted several months, and again received 3.2-per-cent on the previous year’s figure. international press attention. Further flooding The Authority says that this increased and severe drought in the latter part of the number of travellers was acquired despite year affected different areas of Sri Lanka, serious set-backs. From January to which also had an impact on bookings. April of 2017, Sri Lanka’s main airport, SLTDA said that arrivals in December Bandaranaike International Airport, was grew from 224,791 in 2016 to 244,536 forced to partially close, meaning many in 2017, which means that the winter airlines either scaled down or completely season ahead is looking positive. Indians cancelled their flights into the country. continue to be the demographic that Just weeks after the airport re-opened, the visits Sri Lanka the most, with 384,628 southern half of Sri Lanka experienced tourists coming in 2017. Tourists from severe flooding that left many resorts China and the UK make up the top three.

Hawaii panics after false alert United Nations predicts more travel growth

Residents and visitors to Hawaii were of parking structures, and in concrete The United Nations World Tourism shaped by a global economic upswing sent into panic on 13 January after hurricane shelters. It took at least 20 Organisation (UNWTO) has revealed the and a growing demand from emerging every phone in the US state was sent a minutes for many to receive the message latest results of its UNWTO World Tourism markets such as Russia and Brazil. “As we notification warning them of an imminent that announced it was actually an error. Barometer, finding that international tourist [the tourism sector] continue to grow, we ballistic missile threat. The collection of George D. Szigeti, President and CEO of arrivals last year grew by seven per cent must work closer together to ensure this islands was sent into chaos for around the Hawaii Tourism Authority, commented: when compared to 2016 – resulting in growth benefits every member of every host half an hour before officials notified “We have been in contact with our tourism the highest number in seven years. The community, and is in line with the Sustainable everyone that the notification had in fact stakeholders to inform them of today’s seven-per-cent rise is well above the Development Goals,” said UNWTO been sent in error, blaming the computer false alert and reassure them that Hawaii’s ‘sustained and consistent trend’ of a yearly Secretary-General Zurab Pololikashvili. system used by the Hawaiian Emergency safety and security is unaffected by today’s four-per-cent rise, the UNWTO said. The new report also predicts that Management Agency (HEMA) for the unfortunate incident. There is no cause Europe produced a strong growth of eight international travel will continue to grow mix-up. An employee had allegedly for travellers with trips already booked per cent, a figure that the UNWTO said in 2018, though at a more sustainable been prepping a test missile alert but to Hawaii, or considering a vacation in was surprising for such a large and rather pace. UNTWO’s panel of experts expects accidently sent out a real one instead. the islands, to change their plans. Hawaii mature region. Africa figures grew by eight international tourist arrival numbers to Witnesses in Hawaii have told news continues to be the safest, cleanest and per cent, while Asia and the Pacific recorded drop back down to around four to five- outlets of the panic many felt when the most welcoming travel destination in the six-per-cent growth, the Middle East five per-cent growth, still above the average alert was issued. People were seen world and the alarm created today by the per cent and the Americas three per cent. 3.8-per-cent annual average that it has to be taking shelter in the basements false alert does not change that at all.” The UNWTO said that the results were projected for between 2010 and 2020.

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Commercial aviation enjoys safest year ever

Last year was the safest year in history people on the ground. The most onboard to the continuing safety-driven efforts Foundation and the aviation industry.” for commercial airlines, according to fatalities occurred on 31 December, when by international aviation organisations The figures do not take into account separate reports from Dutch consultancy 12 passengers and crew were killed after such as ICAO, IATA, Flight Safety helicopter or military crashes. To70 and the Aviation Safety Network a Nature Air single propeller Cessna 208 (ASN), with a total of 10 fatal airliner Caravan plane crashed in Costa Rica. accidents recorded worldwide, a drop Five accidents involved cargo flights, from 2016’s figure of 16 accidents. five were passenger flights. Given the There were also fewer casualties, with a expected worldwide air traffic of around total of 79 deaths, which is significantly 36,800,000 flights, the accident rate is lower than 2016’s figure of 303 lives one fatal passenger flight accident per lost. This is despite the fact that more 7,360,000 flights, according to ASN. flights are being made than ever before. The low number of accidents comes as The most fatal crash of 2017 came at the no surprise, according to ASN President beginning of the year, when a Turkish cargo Harro Ranter: “Since 1997, the average plane crashed into a village in Kyrgyzstan, number of airliner accidents has shown killing all four crew members and 35 a steady and persistent decline ... thanks

Bear faced cheek

The Australian Department of Foreign Affairs and Trade (DFAT) recently released MEDFLIGHT a travel advisory warning Aussies planning on travelling to Norway to stay alert due to the possibility of polar bear attacks … only to be ridiculed quickly afterwards by Norway’s Ministry of Foreign Affairs. The Ministry tweeted a good-humoured response to the travel warning, clarifying for Australian travellers: “Thank you Australia for your concern. We can assure you that in mainland Norway all polar bears are stuffed and pose only limited risk.” It came accompanied with a picture of a stuffed polar bear that sits in the Norwegian prime minister’s office. According to the DFAT, the travel advisory was aimed specifically at the Arctic Archipelago of Svalbard, in Norway, and also warned of avalanches, glacier accidents and boating incidents. “The level of our advice has not changed. Exercise normal safety precautions in Norway,” it added.

Allianz hit by Request a quote 24/7: flood of power [email protected] W +49 2736 44 28 45 outage claims E FLY FOR YOUR LIFE. • Air Alliance founded in 1993 • Worldwide operations, expertise in long range ﬂ ights Allianz Global Assist has announced that • Headquartered in Germany it has received over 50 claims in relation • Regular missions in crisis and to the recent power outage at Hartsfield- • Ofﬁ ces in the UK and Austria Jackson Atlanta International Airport. On remote areas 17 December, the airport suffered a major • All aircraft owned power outage, and resultant long ticket and • Fleet of 14 dedicated aircraft: security lines. By Monday morning, the airport • Innovative aircraft technology Challenger 604, Learjet 55 and 35A was fully functioning again, but thousands were forced to change their plans, with some • Medical excellence for all levels of • Premium medical equipment passengers reportedly staying overnight aeromedical care in the terminal. Around 1,200 flights were cancelled overall as flights both in and out of the airport were cancelled. Atlanta Mayor Air Alliance UK aeromedical team is Kasim Reed predicted that around 30,000 people were directly affected by the power VISIT US ONLINE: outage. It has been reported that the power outage was caused by a fire at a switchboard. WWW.MEDFLIGHT.DE According to Allianz, the two main reasons WWW.AIR-ALLIANCE.DE that customers claimed for their trips were either travel delays or trip cancellation.

21 TRAVEL MATTERS

UNWTO Awards winners announced Very AirHelpful

The 14th edition of the United Nations project; Enterprises, won by India for its World Tourism Organisation (UNWTO) community managed ecotourism project; Awards for Excellence and Innovation Non-Governmental Organizations, won in Tourism saw Turismo de Portugal I.P by Indonesia for its project connecting (Portugal), Ecotourism Trust (India), Tryponyu people through local experiences; and (Indonesia) and SEGGITUR (Spain) all Research and Technology, won by Spain honoured for the work they carried out in for its Smart Tourism System (SIT). 2017. The awards were held in Madrid, “Today, we honour the vision and Spain at the International Tourism Trade Fair commitment of individuals, administrations, (FITUR) on 17 January, and were attended companies and organisations that every by around 500 participants. Fourteen day build a better future by harnessing the projects among 128 applicants from 55 potential of tourism,” said UNWTO Secretary- countries were selected as finalists. General Zurab Pololikashvili in his opening The awards are split into four categories: remarks at the ceremony. “The work of all Public Policy and Governance, won by the finalists of the 14th UNWTO Awards on Portugal for its Tourism Training Talent Innovation is an inspiration to all of us.” AirHelp has announced the launch of a new future, as soon as a disruption occurs. tool, available through its website and mobile “Raising awareness of air passenger rights app, which will enable travellers to check and identifying new ways to be a consumer whether they are eligible for compensation advocate has always been our priority,” for flight disruptions that took place as far commented Henrik Zillmer, co-founder of back as three years in the past. The tool, a AirHelp. “Over nine million air passengers are world-first according to the company, also entitled to compensation for disrupted flights gives users the ability to create a visual map every year, yet most of these travellers don’t of their journeys, which can be shared on know that they are eligible or understand social media. It has been designed to help how to pursue a valid claim. Our new travellers who may have had no idea that they tool will produce compelling content for were eligible for financial compensation; it today’s social media-driven consumers, can also update users in real time on whether while building a platform for automatic they will be entitled to compensation in the notifications about compensation eligibility.”

A look into the crystal ball …

US-based travel insurance the average cost for a trip surpassing comparison site Squaremouth has $6,000 for the first time. The average cost predicted what it thinks will be the of a trip has risen steadily since 2012, biggest travel trends in 2018 according to Squaremouth, and this trend is unlikely to go away in 2018. Its first projection is that travellers will start Finally, the company predicts that baby to worry about natural disasters above boomers will continue to spend more than everything else. With hurricanes such as twice on their holidays what millennials Harvey and Irma making headline news will spend on theirs. The average cost all over the world last year, Squaremouth per traveller for those over 65 is around predicts that travellers will worry more about $3,000 – 2.5 times more than millennials. sudden trip cancellation. In 2017, 47 per cent of travellers bought travel insurance specifically so that they would be refunded if weather or a natural disaster ruined their trip, but Squaremouth expects this number to increase further, even overtaking possible terrorist attacks as travellers’ main concern. Secondly, Squaremouth feels that US travellers will stay closer to home this year, after 2017 brought more attacks and political unrest in Europe. It believes that Mexico, Canada and the US itself will be three of the four most popular destinations. Despite these concerns, however, Squaremouth predicts that in 2018, travellers will spend more than ever, with

Crossing the Finnish line

Finnish airport operator Finavia had a increase in passenger numbers were bumper 2017, with nearly 22.7 million seen in the country’s airports in Lapland passengers passing through its 21 airports – where Santa Claus reportedly lives. A last year – an increase of 9.2 per cent number of these airports witnessed record compared to 2016. Helsinki Airport, Finland’s breaking figures, including Rovaniemi largest airport, saw bumper figures, with Airport, which Finavia says is Santa’s official 18.9 million passengers passing through airport. However, compared to Helsinki, the the airport, the highest number ever. other airports recorded small passenger The airport operator hit its targets faster than numbers in comparison – Oulu, the largest predicted, said Joni Sundelin, Senior Vice- airport in Finland after Helsinki Airport, President, Sales & Network at Finavia, and remained at slightly under one million. will be looking at new routes, increasing its Europe continued to be the main source number of flights and looking into using larger for passengers flying into Finland, with airliners to keep up with growing demand. travellers from Germany, Sweden, Spain After Helsinki Airport, the second largest and Great Britain visiting most.

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Pensioners on a plane

UK comparison site comparethemarket.com website as they travel around the world. has offered one lucky person the chance “With Brits focusing on their careers more to take an all-expenses paid trip around than ever, many have forgone the chance the world – the only catch is they have to to take time off purely for themselves, be retired and will become an employee to travel and explore the world,” said of the company. Compare the Market Stephanie Corbett, Head of Travel Insurance said that its recently conducted customer for Compare the Market. “The launch of research has found that more than a quarter the Senior Gap Year competition is an of Brits wished they had gone on a gap opportunity for those retired to regain year holiday when they were younger. With some of that travel time back – particularly this in mind, it has created a new job role, since results showed that a quarter of the Senior Gap Year Advisor. Candidates for population regret the decision of not taking the role will have to send in a 300-word a gap year. Following on the success of our personal statement, and the new employee student gap year initiative last year, we wanted will be picked in mid-March, says the to open it up to those who are now retired, company. The new hire will be tasked with and have perhaps never been given the creating content for Compare the Market’s opportunity to explore the world care-free.”

Mexico and Jamaica sign tourism MOU

Hon Edmund Bartlett, and Mexican Secretary of Tourism, His Excellency Enrique de la Madrid Cordero, at the Westin Palace Hotel in Madrid, Spain. Multi-destination agreements have now been signed between Jamaica, Cuba, Dominican Republic and Mexico. “We anticipate that this agreement will have a major economic impact on the region. Not only is it the first of its kind in the Caribbean but it is a symbiotic arrangement that will allow us to provide a market for close to 33 million people. It will also allow us to develop Mexico and Jamaica signed a memorandum and exchange partnerships with large airlines of understanding (MOU) on 16 January that and major tour operators,” said Bartlett. aims to make travel between the destinations A joint summit has been planned for March. easier and more frequent thanks to a multi- Representatives from Jamaica, Mexico, Cuba destination marketing arrangement. The deal and Dominican Republic will be meeting to was signed by Jamaica’s Minister of Tourism, discuss the joint agreement in greater detail.

US notes tourism slump

According to statistics from the Visit the travel industry’s nickname for the US Coalition, a recently formed body of negative effect that Trumpian rhetoric and US travel industry representatives, the policies have had on the US’s reputation country’s share of global travel has fallen as a desirable destination. The group cited from 13.6 per cent to 11.9 per cent since various factors, including complex visa 2015. The body has raised the alarm over requirements, the strong US dollar and the these figures, and announced its intention lower cost of air travel to other markets, as to revese the downward trend, hopefully possible reasons for the downturn, and has working in partnership with the Trump suggested proposals such as smoother administration – the coalition has avoided processing procedures for visas and a discussion of the so-called ‘Trump Slump’, generally more welcoming message.

Spain to overtake US as destination

According to the United Nations World Tourism Organisation (UNWTO), Spain will likely replace the US as the second- largest tourism destination in the world this year in terms of visitor arrivals – despite terrorist activity and the independence crisis in Catalonia. The country welcomed approximately 82 million visitors in 2017, and all signs point to this year building on that, although it will be the spring before figures can be compared with definitive numbers from the US. France is expected to retain its position as the world’s number-one tourism destination. Globally, the number of tourists travelling in 2017 rose by seven per cent compared with the previous year.

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Emphasising the importance of Finding the ‘off button’ healthy business travel A new study conducted by London, UK-based villa holiday specialist A recent study published online in the employees will likely Oliver’s Travels has found that Journal of Occupational and Environmental much of the UK’s workforce has an Medicine has found that extensive need support in the form unbalanced work-to-life ratio business travel may have a negative of education, training, impact on mental health. People who The company polled 1,400 office workers travel for business two weeks or more per and a corporate culture from across the UK, asking them a series of month were found to report symptoms of questions about the extent to which they can Workers were asked whether they think anxiety and depression and are more likely that emphasises healthy switch off from work while on holiday. While employers should cut off access to work to smoke, be sedentary and report trouble business travel half of workers responded that they actively communications such as email and 60 per sleeping than those who travel one to try to switch off, 46 per cent said they check cent said yes. However, 25 per cent said six nights a month. Furthermore, it found According to Andrew Rundle, DrPH, work-related communications on holiday; 20 they believe this would be impractical. that among those who consume alcohol, Associate Professor of Epidemiology at per cent of whom check multiple times a day. Bell said that employees often feel they extensive business travel is associated the Mailman School of Public Health, Only 11 per cent of respondents said they are judged on their commitment to their with symptoms of alcohol dependence. employers and employees should consider are able to go a whole holiday without companies and their availability to work, According to the study – which is new approaches to improve employee getting sucked into work communications, despite rapid changes in the workplace, one of the first to report the effects health during business trips that extend with 37 per cent unable to go a single of business travel on non-infectious beyond the typical travel health practice day without logging on and 29 per Overuse of digital devices is disease health risks – poor behavioural of providing immunisations and medical cent able to last just 58 hours. and negative mental health outcomes evacuation services. “At the individual “Overuse of digital devices is increasingly increasingly being blamed increased significantly in line with level, employees who travel extensively being blamed for everything from burnout for everything from burnout a growing number of nights away need to take responsibility for the to sleeplessness as well as relationship from home for business travel. decisions they make around diet, exercise, problems, with many employees uncertain to sleeplessness as well as The study was conducted by alcohol consumption, and sleep,” he said. of when they should actually switch off,” said relationship problems researchers at Columbia University’s “However, to do this, employees will likely Oliver Bell from Oliver’s Travels. “The rise in Mailman School of Public Health in need support in the form of education, flexible working arrangements has created an such as the ability to work remotely or the US and was based on de-identified training, and a corporate culture that apparent ‘always-on’ work culture. I think this with colleagues in different time zones. health records of 18,328 employees emphasises healthy business travel. study shows British workers need protections “Some of the challenges that come with who underwent a health assessment Employers should provide employees who put in place like the French and Germans flexibility are managing those boundaries in 2015 through their corporate travel for business with accommodations have already started doing to ensure between work and life and being able wellness work benefits programme that have access to physical activity workers are able to properly enjoy their time to say no, I am not working now and provided by EHE International, Inc. facilities and healthy food options.” off and return to work fully refreshed.” I’m simply not available,” he said.

What to do about the flu Over 300 fall ill on cruise

A recent media statement from the Centers effectiveness against the predominant for Disease Control and Prevention (CDC) H3 viruses will probably be somewhere in the US provides advice on preventing the around what we saw in the 2016-17 season, flu and information about what people can which was in the 30-per-cent range.” do to reduce the risk of flu or serious illness. Dr Jernigan also said that the most In the statement, Dr Dan Jernigan, Director important tool for treatment is influenza of the Influenza Division in CDC’s National antiviral medications and that the main Center for Immunization and Respiratory Diseases, said that flu is everywhere in the the most important tool for treatment is US right now. “Our team that does this kind influenza antiviral medications and that of surveillance study has been doing this particular thing for 13 years and this is the the main tool for ongoing prevention first year we had the entire continental US be the same colour on the graph, meaning should be flu vaccines, along with there’s widespread activity in all of the common sense behaviours continental US at this point,” he said. He also said that there’s been a rapid tool for ongoing prevention should be increase in the number of people visiting flu vaccines, along with common sense their doctor or healthcare provider, and that behaviours such as staying away from people the season has started early. Furthermore, who are sick, staying home from work or in terms of hospitalisations, there has been school when sick, covering coughs and a rapid rise in the number of people being frequent handwashing. “These actions can hospitalised with laboratory confirmed flu. reduce the spread of respiratory illnesses Speaking in mid-January, he said: “In terms like flu in the community,” he said. of the numbers, this week in the FluView, we’ll report there’s 22.7 hospitalisations per A Royal Caribbean cruise fell bathroom and before eating food. 100,000 people in the US. That’s up from victim to a large outbreak of However, by the time the ship finished 13.7 last week, so that’s almost doubling in a gastrointestinal illness, with its course, 332 of the passengers had terms of the numbers, just in the last week. If around 300 of the passengers fallen ill – a number that Royal Caribbean you were to look at who is being hospitalised, being affected by the time the was keen to point out only represented clearly the highest rates are among those vessel docked in Fort Lauderdale, fewer than six per cent of those on that are over age 65 and even for those that Florida, US board – with one passenger reporting are age 50 to 64, in that sort of baby boomer to Associated Press that people were generation. They are seeing high numbers, The five-night cruise on the ship even throwing up in the elevators. and they are increasing over last week.” Independence of the Seas took 5,547 The ship’s crew spent the entire day According to Dr Jernigan, the preliminary passengers around the Caribbean, but by after Independence of the Seas docked vaccine effectiveness data from studies the second day many of the passengers cleaning the ship in preparation for the ongoing this season will not be available until had already fallen sick. According to next lot of passengers. Owen Torres, a at least mid-February. “We’re still enrolling the Miami Herald, passengers were spokesperson for Royal Caribbean, told patients in our study sites at this time; we’re told of the outbreak by the fourth Time that the cruise line is ‘taking steps using laboratory data to try to suggest how day via a letter. They were advised to like intensive sanitary procedures to well our vaccines may work,” he said. “Our wash their hands after going to the minimise the risk of any further issues’. information so far suggests that vaccine

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Hep A In the air in Australia The Centers for Disease Control and Prevention (CDC) recently issued a travel According to a health.vic news release, notice for Indonesia following reports up to 39 people in Victoria, Australia, from a number of countries that returning have confirmed or suspected hepatitis A travellers had contracted measles. Several infections. The release states that widespread cases of the virus have been reported local transmission is occurring, and the by health officials in Australia, Canada, outbreak is affecting gay, bisexual and and Taiwan in travellers returning from The disease is regularly found in Indonesia other MSM, and people who inject drugs. Indonesia, including the island of Bali. and the CDC’s recommendation is that the CDC’s recommendation is that The strains detected in this outbreak are Measles is caused by a virus that is spread travellers to the country protect themselves by travellers to the country protect reportedly similar to those circulating in through the air via breathing, sneezing and ensuring they are vaccinated against measles Europe and the government is providing coughing. The virus is very contagious with the MMR vaccine and avoid people that themselves by ensuring they are vaccines for at-risk individuals. and is able to remain so for up to two are sick. It also advises that clinicians keep vaccinated against measles with the Advice for travellers is that hepatitis A hours in the air or on surfaces. Measles the disease in mind when treating patients is a vaccine-preventable viral disease symptoms include a rash, high fever, with fever and rash, particularly if the patient MMR vaccine passed on to humans primarily through cough, runny nose, and red, watery eyes. has recently travelled internationally. oral contact with faeces of an infected person, which can happen through contaminated food and water, by handling everyday items and sexual contact. The diseases poses a risk to travellers in developing countries where sanitation and hygiene are lacking. To protect themselves, there is the option of a IT HAPPENED. course of hepatitis A vaccine, which offers immunity that is more than 99 per cent Let’s make things better. effective and protects for 20-30 years.

Yellow fever under investigation

Two people have died and a third is in critical condition in hospital having contracted yellow fever while in the district of Mairiporã in Greater São Paulo, Brazil. The virus is a mosquito- borne disease found in tropical and subtropical areas in Central/South America and Africa. Twenty cases are under investigation from Mairiporã, Santo André and São Paulo city. As the region has high vaccination rates, most of the people infected with the disease or suspected of having it are believed to have travelled from other districts. Advice to travellers is that, although yellow fever can be severe, it is very rare in travellers. However, under the International Health Regulations (IHR), proof of vaccination may be required of any traveller entering or leaving an area at risk of yellow fever transmission. Meanwhile, a favela in the South Zone of Rio de Janeiro is the centre of an outbreak of hepatitis A that is mainly affecting adults aged 20 to 30. So far, 75 of 92 suspected cases have been confirmed. The infections are thought to have been caused by Your Medical Assistance partner contaminated water in the favela (Vidigal). in the Alpine Region. competent. dedicated. resourceful. helpful.

Emergency Service | + 43 512 / 224 22-100 | [email protected] | www.taa.at

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25 FEATURE

A complex market Following on from an exploration of the insurance market for international students heading to the US for further education, in the next part of our series, ITIJ considers the health insurance needs of students who choose to study in other countries around the world, and the challenges associated with providing these unique policies

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The market for international health insurance for Chinese students studying abroad is perhaps the most important for insurers to take note of. The total number of students heading overseas for further education is a staggering 801,187

Over 300,000 US students studied 801,187. Almost 300,000 of them head to abroad for academic credit in 2014/15, the US, almost 100,000 go to Australia, an increase of 2.9 per cent over the while the UK and Japan are almost previous year. Additionally, more than as popular with over 80,000 students 22,000 students participated in non-credit studying in each country. work, internships or volunteered abroad. According to the Open Doors report from Outward bound – regulations apply the Institute of International Education, The tens of thousands of students heading 12 per cent of US study abroad students to European countries who are not part head to the UK, 11 per cent go to Italy, of the Schengen Area need to prove they and nine per cent study in Spain. Other have medical insurance to the value of popular countries are France, Germany, €35,000 in order to secure their visa. Ireland, China, Australia, Costa Rica and Whether this is through long-stay travel Japan. In total, 54 per cent of American insurance, or through their international students ended up in Europe, 16 per cent health insurance policy, is optional. in Latin America, and 11 per cent in Asia. With regards to the UK, those applying for Almost 50,000 Canadian students studied a Tier 4 student visa from 6 April 2015 and overseas in 2014/15, according to the coming to the UK for six months or longer UNESCO Institute for Statistics. Most will be required to pay a £150 annual headed to the US (28,454), with the UK, immigration health surcharge as part of Australia, France and Ireland also proving their visa application fee. If a student is to be popular destinations. From Australia, studying in the UK for three years, the meanwhile, there were 12,026 students charge would be £450, which must be studying abroad in the 2014/15 academic paid at the point of application for a Tier year, again with the US being the most 4 visa. This is in addition to the standard popular destination, followed by New visa application fee. Visa applications will Zealand and the UK. South American be refused if the student has not paid the prescribed by the doctor may need to be in Australia must have a valid Overseas students have also been increasingly surcharge as part of their application, and paid for. Student Health Care (OSHC) policy. The seeking qualifi cations from higher delayed if they have not paid the correct Manny Soar, President of the International provision of OSHC for students studying education establishments overseas – over amount –although students from certain Association of Student Insurance Services, in Australia can only be made by health 40,000 Brazilian students left the country countries with reciprocal arrangements, noted that in some destinations, it is insurers who have signed the Deed for in 2014/15, with most headed to the US. such as Australia, are exempt from the becoming more diffi cult for students with the Provision of Overseas Student Health While the number of Chilean students fee. The surcharge gives Tier 4 students an international health insurance policy Care. The Deed sets out what insurers studying abroad is lower, at just under free of charge access to NHS care in to obtain a visa. “For example, Austria will must cover, and what they do not have to 10,000, most were going to the US. the same way as a UK resident at a only accept a local all-risk public/private cover. Only a small subset of the Australian The market for international health hospital, healthcare centre or doctor’s health insurance in line with Austrian law,” health insurance market has signed the insurance for Chinese students studying surgery (it also covers dependents, he explained. “This costs around €200 per Deed and are offi cially able to provide abroad is perhaps the most important for unlike private health insurance). However, month! South Africa also insists on a local OSHC cover. Currently, the only health insurers to take note of. The total number some exceptions exist for expensive health insurance.” insurers able to provide OSHC cover are: of students heading overseas for further discretionary treatments. Some dental It is a requirement of the Australian Australian Health Management OSHC, education from this country is a staggering or optical treatment and medicines government that those who want to study BUPA Australia, Medibank Private, Alliance Global Assistance OSHC (formerly OSHC Worldcare), and NIB. According to OSHC Australia, a website that was set up purely to help international students fi nd the right policy for their needs, many local universities and education institutions have a preferred provider deal with a specifi c insurer. Some of the benefi ts of choosing this provider can be on-campus claiming, bulk billing on campus resulting in savings, and potentially wider benefi ts – and again, some countries, such as the UK and Norway, enjoy reciprocal arrangements. The destination of the student, then, has a signifi cant impact on the insurance required. Jack Yuan, CEO of AXA Tianping – Health Business Unit, explained that the health system of the destination country is a key concern for an insurer providing these kinds of policies, saying that the process behind visiting a clinic or hospitalisation, for example, is likely to be very diff erent from that which the insured is accustomed to at home. “We design the product with this level of awareness in mind, ensuring >>

27 FEATURE

a student is overseas or away from home and develops a condition that is not a result of either an accident or emergency and needs long-term care then it is more than likely that the travel policy purchased is not fit for purpose and could result in the family having to spend or raise a lot of money to cover the cost of any treatment or even a full repatriation.” Students from different parts of the world will have varying concerns and, thus, it is important that the policies on offer address the issues that are important to them. For instance, according to Alexia Keglevich of AssistCard in the US, South American students heading overseas will look for two main points of cover when they are considering which insurance policy is right for them. She explained that cashless services are essential: “As they will be away from home for a rather long period of time, they don’t want to shoulder medical expenses and then wait to be reimbursed,” she said. “Particularly given the fact that most these students travel to the US, Canada, Australia and Ireland where medical bills amount to very serious money.” Easy access to assistance services, she that if a student needs to make a claim, needs of international students, and why Manager, Property and Travel at Endsleigh the process is straightforward. To achieve it is vital for students to be aware of the Insurance in the UK, said: “The main this, our products offer a bilingual policy key differences. “They cover acute illness difference between this type of insurance Fifty-seven per cent of and claims procedure, so that students and accidents and usually do not cover and standard long-stay trip insurance can read or speak to someone in their preventive examinations, check-ups, is the coverage of course fees, which claims are for medical native language. This includes direct foreseeable and planned treatments," is a key element and likely the largest billing, so that students don’t have the he explained. "They have restrictions on element of financial jeopardy.” Sarah assistance, 22 per cent added stress of paying the hospital in an pre-existing conditions (either they are Dennis added: “Long-stay travel insurance emergency situation,” he said. not covered at all or they cover only the should not be seen as a replacement for for baggage, with the Allianz Worldwide Care was keen acute recurrence), mental health issues medical insurance; especially if a student to emphasise that for providers of (sometimes they cover acute events up is going to be away from home for a long remainder split across the international health insurance, adherence to limited amounts but they would not period of time or currently has medical to local and international regulations is cover psychotherapy) and on pregnancy conditions that are being managed in other cover sections a key consideration. Andy Seale, Global and childbirth (they often cover acute their home country. Most travel policies Head of Sales and Distribution for the life-threatening situations but do not offer a good level of medical cover but company, explained: “The very nature cover the regular childbirth and check-up in general this benefit is only available in added, is another must-have: “They look of international student health insurance treatments). Coverage of dental treatment the event of an accident or emergency. for travel assistance companies that are means you are dealing with students who is usually limited to a certain amount for Many students and families make the easily accessible through the internet or are globally mobile, so it is vital for us as pain relieving treatment.” mistake of purchasing travel insurance as smartphone applications as most of them insurers, to ensure we are compliant and David Wood, Product and Distribution a replacement for health insurance, but if don’t want to use their phones in order to that our offering is in line with their visa requirements, where relevant,” he said. “Often, students will be required to provide evidence of their health insurance policy before the country they intend to travel to will actually grant them a visa, so we need to be able to advise them on the best product to suit their individual needs. The complexity of the international student health insurance market is very much pre- destined by the country involved.” Sarah Dennis, Head of International for The Health Insurance Group in the UK, agreed that the intended destination of the student is essential information for an insurer or intermediary, as well as duration of stay, so that the policy fits the needs of the holder. “It is also key to understand if they have any pre-existing or ongoing medical issues as these will need to be addressed when sourcing cover,” she said. “Evacuation and repatriation cover is generally vital if they have travelled without families relocating with them because in the event of an emergency, accident or long-term illness it will be highly likely that they would return back to their home for treatment.”

Key differences ITIJ spoke to Rene Gillet from Dr Walter about how standard travel insurance policies are generally not tailored for the

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avoid additional charges.” quality approach, the challenge is to find Yuan from AXA noted: “Our student- an underwriting insurance company that focused product, StudentCare Exclusive, is willing to cover any or almost any kind is specifically designed to support the of sports in medical insurance, to provide growing number of Chinese students coverage for the acute recurrence of a studying in the US. So, as well as ensuring pre-existing illness, to provide coverage for the product meets the requirements of mental health issues, and so forth. At the US universities, we also have to consider same time, the policy should have a price what’s customary from a medical that works on the market or the markets/ perspective for that customer segment. countries that you want to sell it to.” StudentCare Exclusive covers STDs, It is fair to say that the international alcohol, drug and substance abuse, as student health insurance market is a well as contraception and mental health, complex one, with an array of regulations as these areas of cover are considered the and restrictions to consider. However, norm in the [student] market.” for those companies willing to overcome these hurdles and offer students what Claims rates they are really in need of, the potential

According to Gillet, when it comes to is huge. OneCall_193-jnr-p.pdf■ 1 24/01/2017 10:13 claims, there is nothing really out of the ordinary that should make underwriters run for the hills if they are approached to design an international student health plan. Many students file claims for simple colds or infectious diseases, he said, but also accidents, especially sports accidents but also traffic accidents are on the rise. “We have the impression that students often underestimate the risk of an accident and then these accidents also happen due to negligence once they have Attention to adapted themselves to a new environment abroad,” he said. ...it's the difference between ordinary and And while there has generally been an increase in claims levels lately, this extraordinary. It's competence and caring at the very could simply be down to the fact that the highest level. It's service excellence and pride in all number of students who head abroad for we do. It's our promise and commitment to you. part of their study is also on the rise. Gillet did note, though, that students from Latin detail America who go to Europe or the US and Worldwide Ground Transports • Ambulance • Stretcher • Wheelchair • Limousine • Taxi take part in winter or high-risk sports for the first time represent a notable group from which many claims will stem. Wood at Endsleigh Insurance said that with the majority of student policies, regardless of whether they are in the UK or overseas, most claims are for gadgets, laptops, mobile phones and general baggage. “Fifty-seven per cent of claims C

are for medical assistance, 22 per cent for M baggage, with the remainder split across Y the other cover sections,” he said. Sixty CM per cent of Endsleigh’s policyholders MY study within Europe, so the majority are CY CMY relatively close to home when it comes to K repatriation, while the European Health Insurance Card (EHIC) could also be utilised by policyholders to help contain the cost of claims within the European Economic Area. Keglevich of AssistCard said that for her company, the claims ratios vary according to the length of the trip, but that it generally ranges from seven to 20 per cent for long-stay international students. The most sought-after benefit, she added, is for medical expenses. For AXA’s StudentCare Exclusive plan, meanwhile, doctors’ visits constitute the most common claims, followed by check- up appointments. INT: +1-630-444-2100 US: 866-663-2255 Could do better? Manny Soar believes that ‘all providers email: [email protected] are lagging behind on mobile and digital delivery of both the product and services web: www.ocmt.com as would be expected by millennials as A GLOBAL REACH the native digital generation’. He added: “Linked to the above is the education of students on the importance of insurance and the exact cover that would fit them.” with the personal touch Rene Gillet from Dr Walter spoke about the challenges of offering these products. He said: “For us, a broker with a high-

29 EDITOR SIGN. IMAGE ED SIGN. SALES SIGN. 1 SALES SIGN. 2 CONFR. SIGN. PAGE UPDATE Enticing Americans abroad

If America were full of Scandinavians (the world’s most travelled people according to research firm Timetric), US travel insurance companies might well double or treble the value of the trip coverage they sell now. A fanciful illusion perhaps, but one that is illustrative of the challenges facing travel insurers throughout the nation, finds Milan Korcok >>

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hy Scandinavians? Because though waiting game to see when Canadian travel WFinns, Norwegians and Swedes take insurance sales totals hit the magic one as many trips per person as Americans billion mark. over the course of a year (between six and seven), the majority of those trips are to A no-brainer? foreign countries – usually sunnier and In the UK, which has a population of about warmer; while only one out of five Americans 66 million, gross written premium of travel can be expected to go beyond their borders, insurance in 2016 was approximately £570 and only one-third even own passports, million, down from the previous year, but according to the US State Department. according to Orbis Research, expected to Compare that to Canadians, over 60 per rebound to over £700 million by 2021. In cent of whom own current passports and respect to the UK, it should be noted that need them when travelling to the US, the despite the drop off in travel insurance sales, foreign country they visit most. Britons continue to increase their travel Getting Americans to travel abroad may abroad, particularly to Europe, but as some be a tough chore, but for travel insurers, research indicates, many UK travellers, that’s where the bulk of the business is. particularly younger ones, are relying more According to Guy Harvey, founder and CEO on their European Health Insurance Cards

" In Canada, the UK, most of Europe and even parts of industrialised Asia, travel insurance is designed to be superimposed over a universal healthcare system that has certain ground rules most citizens understand "

of Squaremouth, one of the leading travel (EHICs) for coverage, eschewing rising insurance comparison sites in the US, of private travel insurance premiums. American residents buying policies on his In most of the industrialised world, the site this year, ‘more than 89 per cent are need for private insurance for foreign travel buying them for international trips’. is a no-brainer. Even in Canada, the great According to a survey by the US Travel majority of adult travellers buy private travel Insurance Association (UStiA), Americans insurance, almost reflexively. They’ve heard spent nearly US$2.8 billion on all types of enough horror stories from friends and travel insurance in 2016 – a 19 per cent neighbours, and in the media, about being increase from 2014, but still only a modest hit with US$100,000 hospital bills while figure when compared to the CA$865 vacationing in the US – to which they made million expected to be sold in 2018 by more than 23 million trips in the first eight Canadian insurers to a population just over months of 2017 – up 5.3 per cent over the one-tenth that of 327 million Americans. same period last year. The Conference Board of Canada notes But the same reflex action doesn’t seem that the premium value of single and to exist with Canada’s neighbours to the multi-trip policies sold in Canada peaked south. According to the UStiA, in 2016, at CA$926 million in 2014, and after a brief approximately 42.6 million people travelled dip due to a sluggish economy, sunk to under cover of approximately 32.3 million $797 million in 2016. But the trajectory has plans provided by UStiA members. But the solidly rebounded and now it’s only a brief great majority of those plans were heavily

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weighted to trip cancellation/interruption or evacuation up front, which can be and baggage loss benefits and less to the challenging or impossible for many.” welfare of their lives and bodies: 87 per cent of travel insurance products focusing Americans as homebodies on trip cancellation/interruption benefits, Why Americans are such sparse buyers of only 7.8 per cent on medical and medical travel insurance compared to other peoples is evacuation. a cultural and economic phenomenon. After For example, a typical trip cancellation/ all, if they want to travel to another country, baggage loss plan for a 45-year-old male, other than Canada or Mexico, they’ve got spending US$5,000 for a one-week trip to a long way to go and oceans to cross. It’s France, would cost $241 and would cover expensive. It even takes time and perhaps a him for $15,000 accident/medical benefits lot of money to get to an international gateway. and $150,000 medical evacuation. Bump Then there’s the day lost on arrival (if heading that up to $50,000 medical and $1 million east), and the even longer trip back home (if medical evacuation and the premium rises travelling westward). to $441. Unlike a Swiss, who can drive to any one On the other hand, a medical plan (designed of five different countries by lunchtime, also to cover longer term travellers like Americans are hours and many dollars away students and part-time expats) might cost from foreign soil. They also have a lot of the same 45-year-old traveller heading options to avoid those long and costly trips for one week to France $25 for $1 million over oceans and, by extension, to avoid having medical expense with a $500 deductible to buy travel insurance. – add just a couple of dollars more for $2 Squaremouth founder Harvey says domestic million medical and evac benefits. Add trip travellers ‘can get everything they want in a cancellation benefits and the premium for trip without leaving the country’: “In England, the week jumps to $325. But if the traveller is for example, you have to go abroad to find 70 or older, benefits will normally be capped a different climate … In America, whether at $50,000, and perhaps at $10,000 if the sponsored private insurance of all shapes (usually the higher priced, premium plans) you want tropical oceans, deserts, skiing, traveller is older than 80. and sizes; government- administered they may be covered abroad, but not for cities or geography, you can do that within That’s quite the reverse for travellers in other programmes such as Medicare and their medical evacuation benefits, and they will be America … so fewer people feel the need to countries who, though they appreciate plentiful supplements; and the hybrid expected to pay their providers directly and go abroad,” he said. “Europeans know their protection against the losses of a cancelled varieties now being phased out of what was seek reimbursement back home: tough stuff health insurance won’t cover them abroad, so reservation or a wayward bag full of non- once known as the Affordable Care Act. It’s if the bills run up into the high thousands, they turn to medical travel insurance. However, essential holiday clothing or sun tan oil, are baffling that a great many Americans don’t when US residents travel state to state, more interested in protecting themselves know what their plans cover while at home, their health insurance can still cover them against the cost of medical expenses that let alone while on vacation in France, Tahiti " The average US employee who nationwide.” can ruin a family’s finances overnight. or Tokyo. receives paid vacation (not all do) This is true, as most private domestic health In Canada, the UK, most of Europe and even For the large numbers of uninsured only takes 54 per cent of allowed coverage policies do provide out-of-area parts of industrialised Asia, travel insurance (between 20 and 30 million) the calculation coverage if the traveller can find an in-network is designed to be superimposed over a of what is or isn’t covered is easy: no vacation days " provider. Or they can pay a modest copay if universal healthcare system that has certain cover, period. For those on basic Medicare the provider is not in the one of the insurer’s ground rules most citizens understand: such (disabled and people aged 65 and over) beyond the reach of their credit card limits. preferred national networks. Not a huge as if you’re a Canadian leaving Canada, or a there is no out-of-country coverage unless Then there are the employer-sponsored or impediment if the traveller is faced with a one- European leaving Europe – you’re on your they are stricken by a medical emergency self-paid private insurance plans that offer time medical emergency. own. It’s private insurance or nothing. in a location where the closest hospital is a range of varying benefits that need to But in the US, which has no universal health either in Canada or Mexico. If, however, be carefully parsed to determine what is And then there’s the guilt insurance system, coverages are cobbled they have a Medicare supplement plan that covered while travelling abroad. Another reason for the American hesitancy together by an amalgam of employer- specifically provides foreign travel benefits For prospective buyers of insurance for about travelling abroad, besides the fear of foreign travel, there is the need to blend the interpreting another language or digesting benefits and exclusions of products they are unfamiliar food, is the affliction of workaholism buying, to what they already have in their – a mortal fear that employees, mostly young, domestic health insurance. For example, if will be perceived as NOT being obsessed their family health insurance plan has lifetime with their jobs. A widely circulated survey by limits on certain medical benefits, they need career search firm Glassdoor reports that to be aware of the conditions and limits in the average US employee who receives paid their travel insurance product – which, as a vacation (not all do) only takes 54 per cent of coverage of last resort, may very likely end allowed vacation days, and the average worker up draining some of their primary, domestic who receives two weeks of vacation annually insurance through subrogation. No small leaves five days on the table. In another report issue if the primary insurer commits only released by the US Travel Association, these to a modest limit on lifetime payouts. (See workers gave up 658 million unused vacation The right to reimbursement, ITIJ 192, days last year – a gift to their employers. January 2017). Why? The surveys cited fear of getting behind on their work; a belief no one at their The need for consumer education company can do their work while they are Consequently, there is a huge challenge away; the need to show complete dedication (and possible opportunity) for insurers to to their company; the feeling they must educate millions of prospective travellers of never be disconnected; and the fear of not the risks they face while travelling abroad meeting goals. without coverage, and what to look for if Believe it or not, under the Fair Labor they decide to expand their ‘trip of a lifetime’ Standards Act, the US does not require beyond Disney World. employers to provide any paid time off – one It’s a quandary ITIJ put to Megan Cruz, of the very few developed countries (along Executive Director of the UStiA. “Americans with Japan) not requiring employers to provide seem to be unaware of the limitations of paid time off. Compare that with the European their healthcare coverage when travelling Union mandate that employers give their abroad,” she said. “Most people either don’t workers four weeks’ vacation per year, plus have the coverage when they leave the US varying time off for paid holidays. or have severely limited coverage when Put another way, if America were full of travelling abroad.” Austrians or Portuguese, who rank number She added: “Even if they do have coverage, one in paid time off, vacation times would much of it is reimbursement and requires double. The point for freed up Americans: them to have sufficient funds or credit what to do with all that free time – free of guilt? to bear the full cost of their treatment The point for travel insurers is obvious. ■

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mandating the way they want to interact with the pipeline? firms, they are forcing insurers to adapt too. Personally, I would say smart and connected LEADING THE WAY Then, traditionally, to get a competitive devices, big data and intelligent machines will edge, insurers would invest in product and change what we believe in today, in ways we ITIJ spoke to Sabine VanderLinden, CEO of InsurTech Business proposition development teams, and strong IP cannot comprehend yet. We just need to look at Startupbootcamp InsurTech, about innovation in insurance, protection. Today, in a world where knowledge at what Elon Musk is doing. We will need to: meeting customer demands and the importance of adaptability is widely distributed, companies cannot afford • Watch out for the new ‘smart’ propositions SERVICE to rely entirely on their own research, but that come to market from a personal lines How did you first get started in the insurance should instead buy inventions and innovation and commercial lines viewpoint where industry, and how did you come to be in your processes from other companies. An outward- humans, machines and objects are current role? looking approach is required to succeed today. connected in new ways to apprehend and I started my career in the insurance sector 20 As a result, businesses cannot afford to prevent other things occurring. years ago, working for a Lloyd’s of London ignore open innovation as technology has • As we become more digitised, cyber broker and then for the corporation itself now become so vital to everything we do. security ought to be the next big thing, as DIRECTORY within the regulatory department when Open innovation can enable businesses everything we do that uses technology will regulation was actually still within Lloyd’s. We to update, modernise and enhance a be at risk of a hack. Your essential guide to suppliers for the were evaluating then the risk each managing company’s brand through collaboration • Challengers vs innovators – the industry agency would create for the corporation and arrangements, therefore opening up yearns to work with interesting startups that we were mandated to prevent it. Our goal was new avenues and markets and creating can help them drive sources of competitive global travel and health insurance industry to assess potential risk to the Lloyd’s fund new types of dialogues with customers. advantage. The industry is capital and and fine those managing agencies with poor As the firms look to advance their regulation heavy so I look forward to operational procedures. I then went to do an understanding of technology drivers meeting those challenger brands that are CATEGORY KEY MBA and joined IBM’s strategy and change to meet the needs of current and future able to go around our market constraints team as a consultant and subject matter expert customer segments, they should indeed and inspire incumbent players. in insurance. I was then part of the PwC team use external ideas (with their internal ideas) • If we can execute an ‘insurance as a service’ that IBM acquired and learned lots from the and create processes to manage knowledge model enabled by APIs, which allows techniques they brought into IBM’s consulting flows across organisational boundaries insurers to test and learn, then the way department. I also worked for technology to ease the evolution of the organisation’s investment is allocated and products are businesses like FICO, Pegasystems and SSP business model. launched to market will be revolutionary. in innovation and proposition design roles of startups before moving into the startup world three entering the You are one of the co-editors of The Which aspects of your role do you enjoy the years ago. industry, competing against InsurTech Book, ‘the first crowdsourced most, and which are the most challenging? Today, I run Startupbootcamp InsurTech incumbent players or aiming to support the insurance book’. Can you tell us a little bit Startups – I love meeting and working with accelerators globally. Every year, we source industry from adjacent sectors. about the book, how it came about and what entrepreneurs that truly want to change the startups from all around the globe. We present These new players are forcing the insurers its aims are? world of insurance and can. They just need the most promising early-stage candidates to wake up to the fact that if they do not In 2016, I had mentioned to Susanne Chishti our help to get a few things right. I love their to our corporate partners. I also work closely embrace approaches to innovation (e.g. open that a group of us (insurtech influencers) drive. I very much appreciate their ability to with insurers to help with their corporate innovation) rather than doing things from wanted to write a book on insurtech in the empathise and understand their customers. I innovation journey. within, they will miss the boat. same stride as The FINTECH Book that enjoy coaching them in various ways. I often say that there are early adopters within Susanne had already published with the Corporates – maybe because of my Can you give us a bit of background about the insurance sector that were already working support of Wiley. Susanne and I exchanged background I absolutely love to solve growth Startupbootcamp Insurtech, the impetus with fintechs before the word insurtech came a few emails on the topic and in early 2017, and innovation-related problems. In the past, behind the accelerator and its hoped- to light. These insurers were observing, Susanne reached out stating that Wiley would a lot of the change capabilities delivered for impact? changing their internal processes to adapt and like to publish a book on insurtech. And I felt for incumbent companies were either Startupbootcamp InsurTech is one of 21 absorb somewhat the market changes we at the time that I had to take this opportunity delivered through internal delivery teams or accelerator programmes Startupbootcamp are facing right now. Then you had those who to enable a lot of my respected market through vendors. I have been doing change runs globally in 16 cities. The first programme followed quickly. It does not take one or two colleagues to share their expert view on the consulting for many years and I absolutely ran in 2010 and was a cross-industry years for an insurer to develop the capabilities love working with corporate entities that truly programme. Quickly, the founders of required to engage with the startup ecosystem the digital changes that are occurring want to make their change practical. No long Startupbootcamp realised that they would and externalise things they used to deliver explanatory reports or long-winded projects, drive more value for both startups and within. It may take five years or even longer for now and the emerging technologies but just the need to get down and dirty to get corporates by focusing on industry-specific many of these players to industrialise adequate that are used to facilitate this change things to happen, at the right time, to deliver programmes and started their first fintech collaborative processes that enable them to tangible results. programme in 2012. From then on, we differentiate in the eyes of their customers. are here to stay Thousands of outbound messages – I would shaped programmes – including digital Now I think some of the slow followers within love to respond to every call, email, LinkedIn health, eCommerce, IOT and Smart Cities to the industry are realising that they ought to do trends and changes occurring in the sector. message. I try my best but gradually can do name but a few – to align startups’ innovative something. And I also envisage that some of The key about the book is that it leverages the so less and less. I also realise that as things thinking and corporate needs. the smaller players within this group may be expertise and thinking of insurance experts progress, the external outreach will continue to ADDITIONAL BUSINESS CLASSIFICATION HEADINGS AVAILABLE ON REQUEST The insurtech programme was launched in able to adapt and embrace new techniques to located all around the world. The goal is to increase. While I do use virtual assistants here 2015. We have now graduated 20 startups change faster than others. provide a snapshot at a very specific point in and there, I very much look forward to finding and look forward to supporting another 11 time of how insurtech feels and what it looks one effective multi-channel/multi-platform startups this upcoming year in London and What sort of advice might you give to a like in the eyes of many experts who live and solution able to manage massive volumes of another 10 in Hartford, Connecticut, US. major insurer that is perhaps struggling to breathe it on a daily basis. enquiry at once. The ultimate goal is to enable startups with comprehend these changes? We often hear from new entrants that it is solutions relevant for corporates to find their It is important for insurers and any industry to hard to enter the insurance market if you are If you could do any other job in the world, first customers and then the investment comprehend that the digital changes that are not from within. There are very few reference what would it be and why? required to grow and scale. We facilitate this occurring now and the emerging technologies books able to describe insurance. We hope I think venture capital (VC) would probably by giving them the key resources they need that are used to facilitate this change are here the book will inspire new entrants in the sector be my next best option based on my current to succeed. We also want to ensure that the to stay. So, it is best for the corporate world, in and incumbents to appreciate the changes sets of activities. I think I now understand the corporates we work with acquire the tools they that are currently happening in the industry. constraints that the VC world faces, and I hope need to innovate in a more consistent way. the explosion of startups entering the We look forward to having the book translated that my understanding of the industry can into many languages and used as a reference bring a little twist to traditional VC approaches. AVAILABLE How would you say the recent explosion of insurance sector has had a positive book on university curriculums to inspire the In my older days, I would actually really like startups has affected the insurance industry? impact on the sector as a whole next generation of intra- and entrepreneurs. to go back to one of my core skill areas – ONLINE Is the industry adapting well? We are currently going through the final stages advising businesses with their change journey I believe that the explosion of startups entering particular those insurers that do not yet have of review and editing with plans for publication and providing really relevant and practical the insurance sector has had a positive impact an innovation strategy in place that include early Q2 this year. recommendations, and new world solutions, itij.com/service-directory on the sector as a whole. The sector needs to external players, to start working on it. delivering growth and value through digital transform itself and innovate. In an era where The last major transformation in insurance was Fintech and insurtech will be key drivers mechanisms, and leveraging – where relevant change is happening at such a fast pace, in the 1970s when insurers realised that they of change in the insurance industry for the – a multitude of ecosystem players. I feel a insurers need to embrace the most relevant had to start using technology to automate key forseeable future. What in your opinion are key differentiator will be how we can enable emerging technologies as enablers of their processes. The market is now going through the most exciting and potentially impactful corporates to do this fast, flexibly and in the digital transformation. There are thousands its next revolution. As the customer is the one technological developments currently in leanest way possible. ■

EDITOR SIGN. IMAGE ED SIGN. SALES SIGN. 1 SALES SIGN. 2 CONFR. SIGN. PAGE UPDATE For all Service Directory enquiries email: [email protected] SERVICE DIRECTORY or please call +44 (0) 117 925 5151 (opt. 1) SERVICE DIRECTORY Your essential guide to suppliers for the global travel and health insurance industry

CATEGORY KEY

ADDITIONAL BUSINESS CLASSIFICATION HEADINGS AVAILABLE ON REQUEST

AVAILABLE ONLINE itij.com/service-directory

35 For all Service Directory enquiries email: [email protected] or please call +44 (0) 117 925 5151 (opt. 1) SERVICE DIRECTORY

Air Alliance Medflight GmbH Ace Air & Ambulance (Pvt) Ltd. ) James Halsted, – Managing Director Eva Kluge – Director of Sales & Business Development 2 Mount Road, Avondale, Harare, Zimbabwe SIEGERLAND AIRPORT, Werfthalle G1, 57299 Burbach, GERMANY

tel: +263 (4) 302 141 email: [email protected] mob: +49 170 366 4933 email: [email protected] (AFRICA)

tel: +263 (782) 999 901/2/3/4 website: www.ace-ambulance.com EUROPE 24/7 tel: +49 2736 4428 45 website: www.air-alliance.de (

AMREF Flying Doctors AIRLEC Air Espace Dr Bettina Vadera – Medical Director Paul Tiba – Managing Director AIR AMBULANCE Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE

tel: +254 20 6000 090 email: [email protected] 24Hr tel: +335 56 34 02 14 email: [email protected] fax: +254 20 344 170 website: www.flydoc.org fax: +335 56 55 98 18 website: www.airlecairespace.com

Awesome Air Evac Capital Air Ambulance Shane Marais – General Manager Lisa Humphries – Sales Director Hanger 104C, Gate C, Lanseria Airport, Lanseria, SOUTH AFRICA Airport House, Exeter International Airport, EX5 2BD, UK

email: [email protected] tel: +44 845 055 2828 email: [email protected] tel: +27 11 430 1777 website: www.awesomeairevac.com fax: +44 1392 350 039 website: www.capitalairambulance.co.uk

ER24 DRF Luftrettung / German Air Rescue

24/7 Flight Desk German Air Rescue – Claim-Variante rot / schwarz Dr. Peter Huber – CEO Cambridge Manor Office Park, Manor 1, Stone Haven Road, C/o Rita-Maiburg-Str. 2, D-70794 Filderstadt, GERMANY Witkoppen & Stone Haven Roads, Sandton, Paulshof, SOUTH AFRICA German Air Rescue tel: +27 (0) 10 205 3100 email: [email protected] 24h tel: +49 7007 3010 email: [email protected] fax: +27 (0) 866 781 507 website: www.er24.co.za fax: +49 7007 3119 website: www.drf-luftrettung.de/air-ambulance

Medic’Air International EURO LINK GmbH Dr Jean-Philippe MATTEI – Medical Director Dr. Friedrich Renner – Medical Director Dar El Bacha - Tizougarine 5, 40000 Marrakech Medina, MOROCCO Allgemeine Luftfahrt, D -85356 München Flughafen, GERMANY

tel: +212 5 24 38 13 88 email: [email protected] tel: +49 89 6137 2103 email: [email protected] fax: +212 524 428 436 website: www.medic-air.com fax: +49 89 6137 2106 website: www.FlyEuroLink.de ) Asia Air Ambulance European Air Ambulance Mr. Toranit Sripal – Managing Director Patrick Schomaker – Director Sales & Marketing Asia Air Ambulance Co. Ltd., Bangkok599/59 Ratchadaphisek Road, Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG Jatujak, Bangkok 10900, THAILAND tel: +668 9896 9000 email: [email protected] 24hr tel: +352 26 26 00 email: [email protected] fax: +662 192 1801 website: www.asiaairambulance.com fax: +352 26 26 01 website: www.air-ambulance.com ASIA-PACIFIC ( EDS AVIATION PTE LTD FAI – rent-a-jet AG Shik – Managing Director Volker Lemke – Director Sales and Marketing CSO 33 Ubi Avenue, #08-13, Vertex Tower B, SINGAPORE, 408868 Flughafenstasse. 124; 90411 Nuremberg; GERMANY

tel: +65 9836 3265 email: [email protected] tel: +49 911 36009 31 email: [email protected] AVIATION fax: +65 6846 9542 website: www.eds-aviation.com fax: +49 911 36009 59 website: www.fai.ag

Flying Doctors Asia GlobalMed International Prithpal Singh – CEO , Director Gert Muurling – CEO & Medical Director A’Posh Bizhub, 1 Yishun Industrial St 1, #08-03, SINGAPORE, 768160 Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

tel: +65 6483 5412 email: [email protected] tel: +49 6742 897 425 email: [email protected] fax: +65 6734 1338 website: www.flyingdoctorsasia.com fax: +49 3212 100 5018 website: www.globalmed-international.com

LifeFlight Jet Executive International Charter Peter Elliott – Fixed Wing Operations Manager Irena Dimitrijevic – Marketing & Sales Mündelheimer Weg 50, D-40472, Düsseldorf, GERMANY PO Box 15166, City East, QLD 4002, AUSTRALIA “Homebase FRA & MUC” 24/7 (int) tel: +61 7 5553 5955 email: [email protected] tel: +49 211 602 7775 email: [email protected] fax: +61 7 5553 5965 website: www.LifeFlight.org.au fax: +49 211 602 77766 website: www.jetexecutive.com

Medic’Air International 每递安国际 Malteser Service Center Dr Li Tao – Medical Director Johannes Hoischen – International Network and Repatriation 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY

tel: +86 2163 558289 email: [email protected] tel: +49 221 98 22 9333 email: [email protected] fax: +86 2163 558285 website: www.medic-air.com fax: +49 40 694597 61339 website: www.malteser-service-center.de

Medical Wings Medic’Air International Dr.Sura Jaidwatee, M.D. – Medical Flight Manager Dr Herve Raffin – General Manager 222 Don Mueang International Airport Office Building 3rd Floor, Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210, THAILAND 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE 24h tel: +662 247 3392 email: [email protected] tel: +33 141 72 1414 email: [email protected] fax: +662 535 4734 website: www.medicalwings.com fax: +33 148 57 1010 website: www.medic-air.com

To have your company listed in our service directory North Flying a/s Jesper Kragelund – Sales Manager contact the sales department now: North Flying Terminal, Aalborg Airport, DK-9400, Nørresundby, DENMARK [email protected] or telephone: +44 (0)117 925 51 51 (opt.1) tel: +45 9632 2900 email: [email protected] fax: +45 9632 2909 website: www.northflying.com

36 For all Service Directory enquiries email: [email protected] SERVICE DIRECTORY or please call +44 (0) 117 925 5151 (opt. 1)

) Quick Air Jet Charter GmbH AIMS Philipp Schneider – Account Manager Bernadette Breton – Chief Executive Officer AIMS House, 3 West St, Bryanston 2191, Johannesburg, Hangar 3, Cologne Airport, 51147 Cologne, GERMANY SOUTH AFRICA AFRICA) EUROPE tel: +49 2203 955 700 email: [email protected] tel: +27 11 783 0135 email: [email protected] ( ( fax: +49 2203 955 7020 website: www.quickair.de fax: +27 11 783 2950 website: www.aims.org.za

Rescue Wings Malta AMREF Flying Doctors

AIR AMBULANCE Andrew Lee – International Business Executive Dr Bettina Vadera – Medical Director 186 Ix Xatt Santa Maria Estate Mellieha MLH 2771, MALTA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +356 2703 4129 email: [email protected] tel: +254 20 6000 090 email: [email protected] dir. tel: +356 999 43 112 fax: +254 20 344 170 website: www.flydoc.org ASSISTANCE COMPANIES ASSISTANCE

Swiss Air-Rescue (Rega) Assistance Group Menasa Stefan Becker – Head of Corporate Development Christian Deloughery – CEO Unit 4G, Gold Tower, JLT, Dubai, PO Box 128538, Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND UNITED ARAB EMIRATES tel: +41 44 654 33 11 email: [email protected] tel: +971 52 490 4258 email: [email protected] fax: +41 44 654 33 22 website: www.rega.ch website: www.assistancegroup.ae

Tyrol Air Ambulance CONNEX Assistance Manfred Helldoppler – Managing Director Dr Helmy El Tanahy – CEO Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT

tel: +43 512 22422 100 email: [email protected] tel: +202 3 336 0005 email: [email protected] fax: +43 512 288 888 website: www.taa.at fax: +202 3 762 0003 website: www.connexassistance.com

Aeromedevac Air Ambulance Medical Services Organisation (MSO) Adam Williams – President Brenda Durow – General Manager - Assistance Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA

toll free: +(800) 462 0911 email: [email protected] tel: +27 (0)11 259 5403 24hr email: [email protected] fax: +(619) 284 7918 website: www.aeromedevac.com fax: +27 (0)11 259 5001 website: www.mso.co.za

AirEvac International To have your company listed in our service directory

AIR AMBULANCE Raul Mendoza – President / CEO

(NORTH AMERICA) (NORTH 3404 Bonita Rd, Chula Vista, Ca. 91910, USA contact the sales department now: tel: +1 619 754-6755 email: [email protected] [email protected] or telephone: +44 (0)117 925 51 51 (opt.1) fax: +1 619 330 4551 website: www.aeiamericas.com

AMR Air Ambulance AA International John “Jay” Paladino – General Manager Sharon Tan – Director 8001 South InterPort Blvd., Suite 150, Englewood, CO 80112 , USA ASIA

tel: +1 720 875 9182 email: [email protected] tel: +603 7965 3883 email: [email protected] fax: +1 720 875 9183 website: www.AMRAirAmbulance.com fax: +603 7629 8288 website: www.aa-international.com

Global Jetcare, Inc. (ASIA-PACIFIC) AIG Travel Bart Gray – President Martin Villarino – General Manager, AIG Travel Asia Pacific Level 15 Menara Worldwide, 198 Jalan Bukit Bintang, 15421 Technology Dr. Brooksville, FL 34604, USA 55100 Kuala Lumpur, MALAYSIA tel: +1 352 799 7771 email: [email protected] tel: +603 2772 5555 email: [email protected] fax: +1 352 799 7776 website: www.globaljetcare.com COMPANIES ASSISTANCE fax: +603 2685 5673 website: aig.com/travel

JET ICU ASIAN TRAVEL AND MEDICAL SERVICES Mike Honeycutt – President Rahul Gupta – Sr. Manager - International Business 2561 Rescue Way, Brooksville, FL 34604, USA 131/1 , PICNIC GARDEN ROAD , KOLKATA - 700039 , INDIA

tel: +1 352 796 2540 email: [email protected] tel: 0091-9836309173 email: [email protected] fax: +1 352 796 2549 website: www.jeticu.com fax: 033-23440170 website: www.asiantms.com

Jet-Rescue Air Ambulance Alpine Rescue Service Pvt Ltd 'Mission: Save Life' Carlos Salinas – CEO Mr. Ram Nepal – Executive Director Ekikaran Sadak, 16 Kha.2.37, Naya Bazar - 16, Suite 100, 7777 Glades Road, Boca Raton, Florida 33434, USA Kathmandu, Nepal, POBOX: 21100; NEPAL tel: +1 786 619 1268 email: [email protected] 24/7 tel: +977 1 436 2652 email: [email protected] website: www.medjetsUSA.com 24/7 fax: +977 1 442 5111 website: www.alpine-rescue.com

REVA Inc AP Companies KAZAKHSTAN Stuart Hayman – CEO Elmira Turmagambetova – General Manager 2101 W. Commercial Blvd., Suite 1500, Fort Lauderdale, 4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN Florida 33309, USA tel: +1 954 730 9300 email: [email protected] tel: + 7 727 350 52 76 email: [email protected] fax: +1 954 485 6564 website: www.flyreva.com website: www.ap-companies.com

Skyservice Air Ambulance AP Companies UZBEKISTAN David Ewing – Senior Vice President, Global Markets Ilhom Sadikov – Business Development Manager Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), 4a, Uzumzor street, Ulukbek region,Tashkent, UZBEKISTAN H9P 1A2, CANADA tel: +1 514 497 7000 email: [email protected] tel: +9 987 123 890 41 email: [email protected] fax: +1 514 636 0096 website: www.skyserviceairambulance.com website: www.ap-companies.com

37 For all Service Directory enquiries email: [email protected] or please call +44 (0) 117 925 5151 (opt. 1) SERVICE DIRECTORY

Asian Assistance – Myanmar ADAC Ambulance Service Dr Yin – Chief Medical Officer Christoph Ullrich – Senior Manager International Network No 29,3rd floor,35th Street, Kyauttada Township,Yangon, MYANMAR Hansastr. 19, D - 80686 Munich, GERMANY

tel: +95 979 584 3944 email: [email protected] tel: +49 89 7676 2912 email: [email protected]

website: www.asian-assistance.com (EUROPE) 24h Alarm: +49 89 7676 8912 website: www.adac.de/ambulance

(ASIA-PACIFIC) Asian Assistance – Philippines AIG Travel Marby Cervantes Madulara – Team Leader, Operation and Medical Development Sally Waithe – General Manager, AIG Travel EMEA 504P to 508P, Pacific Drive Five E Com Center Bldg. Pacific Drive 21 Cecil Pashley Way, Shoreham Airport, Shoreham-By-Sea, Extension Block 18 Mall of Asia Complex, Pasay City, PHILIPPINES West Sussex, BN43 5FF, UK tel: +63 999 878 6990 email: [email protected] tel: +44 (0)1273 456 484 email: [email protected] website: www.asian-assistance.com website: aig.com/travel ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE

Asian Assistance – Thailand AP Companies Susanne Mørch – Director Natalya Butakova – Business Development Manager Viphavadi Tower 15th floor, 51/3 Ngamwongwan Road, Ladyao, Chatchuchak, 10900 Bangkok, THAILAND 17 Varshavskoye Shosse, Moscow 117105, RUSSIA tel: +66 2 056 1800 email: [email protected] tel: +7 495 989 1120 email: [email protected] website: www.asian-assistance.com fax: +7 495 989 1130 website: www.ap-companies.ru

Asian Assistance – Vietnam AU International Service / ASSIST UKRAINE Nick Wongkuan – Director of Finance and Business Development Andrey ZIMIN – Director 5th Floor, 106 Ton Due Thang street, Quae Tu Giam ward, Dong Da district, Hanoi, VIETNAM Str. Sholudenko 3, 04116 Kiev, UKRAINE tel: +84 915 618 860 email: [email protected] tel: +38044 251 28 11 email: [email protected] website: www.asian-assistance.com tel: +38044 239 90 56 website: assist-ukraine.com

BrightCare Assist AXA Travel Insurance Gloria Lee Carmen V. Matti – CEO Erick Morazin – Global Sales Director Unit 10-1, Fort Legend Tower, 31st Street corner 3rd Avenue, Bonifacio Global City Taguig, 1632, PHILIPPINES The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, UK tel: (632) 785-0055 email: [email protected] fax: (632) 224-4152 website: www.brightcare-assist.com tel: +0800 028 3336 email: [email protected] tel: +0203 2840 879 website: www.axa-assistance.co.uk

CareJet Assist CNAS Anthony Decoste – President Level 24 Robinsons Cyberscape Beta, Topaz & Ruby Roads, Carole Luisy – Managing Director Ortigas Center, 1605 Pasig City, PHILIPPINES 80 rue des alliés, 38100, Grenoble, FRANCE email: [email protected] tel: +63 2 226 6911 website: www.carejetassist.com tel: +33 438 49 83 49 email: [email protected] fax: +33 438 49 83 40 website: www.cnas-assistance.com Global Assistance & Healthcare Customer Care Solutions Call & Assistance Center GmbH Alain Durand – President Director Cibis Nine, 5th Fl, Jalan TB. Simatupang No. 2, Monica Shankar – Int. Marketing & Network Manager Cilandak – Pasar Minggu, Jakarta 12560, INDONESIA A-1080 Vienna, Skodagasse 28/5, AUSTRIA tel: +62 21 299 78 999 email: [email protected] fax: +62 21 299 78 9555/66 website: www.global-assistance.net tel: +43 140 190 130 email: [email protected] 24/7 tel: +43 140 190 website: www.customer-care-solutions.at Global Assistance Partners Co.,Ltd. DRF Luftrettung / German Air Rescue Gna KH CHUNG – CEO

German Air Rescue – Claim-Variante rot / schwarz Dr. Peter Huber – CEO 412 Vabien III, 86, TongIl-ro,Jung-gu, Seoul 04517, REPUBLIC OF KOREA Rita-Maiburg-Str. 2, D-70794 Filderstadt, GERMANY tel: +82 1670 0722 email: [email protected] German Air Rescue fax: +82 2 720 8839 website: www.globalassistance.co.kr 24h tel: +49 7007 3010 email: [email protected] fax: +49 7007 3119 website: www.drf-luftrettung.de/air-ambulance Global Doctor China DRK Assistance Regina Zheng – Operations Manager Unit 808/811, Level 8, No.88, Bai Zi Wan Nan Er Road, Chaoyang Andreas Speich – Managing Director District, Beijing, P.R.,100022 CHINA Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY tel: +86 10 5815 1188 Ext. 812 email: [email protected] fax: +86 10 8775 9138 website: www.globaldoctor.com.au tel: +49 211 301805-0 email: [email protected] fax: +49 211 301805-21 website: www.drkassistance.com Global MediCALL Assistance EgyCross Assistance Sridhar K – Chief Operations Officer Dr. Hany Benyamen – CEO MALAYSIA Av. del General Perón, 25 . Planta 10 F, 28020 Madrid, SPAIN tel: +6 03 3359 6969 email: [email protected] fax: +6 03 3359 6161 tel: +34 910 602 414 email: [email protected] tel: +20 100 6222 910 website: www.egycross-europe.com VISTA ASSISTANCE & HEALTHCARE & AIR AMBULANCE Eurocross Turkey Steven Yang – CEO Level 3 Kerry Center Shopping Mall, 1 Guanghua Road, Chaoyang District, Dr. Michael Adams – Director Business Development Beijing 100020, P.R. CHINA Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar, İstanbul, TURKEY 24/7 tel: +86 10 852 973 38 email: [email protected] fax: +86 10 852 966 15 website: www.vista-china.net tel: +90 216 265 15 25 email: [email protected] fax: +90 216 265 15 65 website: www.eurocrossturkey.com.tr

To have your company listed in our service directory Global Assistance a.s. contact the sales department now: Ing. Marek Jaroš – General Manager Dopraváku 749/3, 18400 Prague 8, CZECH REPUBLIC

[email protected] or telephone: +44 (0)117 925 51 51 (opt.1) tel: +420 266 799 770 email: [email protected] fax: +420 266 799 797 website: www.1220.cz

38 For all Service Directory enquiries email: [email protected] SERVICE DIRECTORY or please call +44 (0) 117 925 5151 (opt. 1)

Global Voyager Assistance - Black Sea Savitar Group Ltd. Oxana Razorenova – General Manager Maria Berkova – General Manager 3rd floor, entrance #4, 20/3 Bolshoy Karetniy lane, 77-79 Nezhinskaya Str., 65023, Odessa, UKRAINE Moscow, 127051, RUSSIA tel: +38 048 7373 441 email: [email protected] tel: +7 495 987 1775 email: [email protected] (EUROPE) (EUROPE) fax: +38 048 7373 442 website: www.gvassistance.com fax: +7 495 987 1776 website: www.savitar-gr.com

Global Voyager Assistance - Russia Semesur Assistance Costas Danilenko – CEO Eugenio Crenes – General Manager PO Box II, 125124 Moscow, RUSSIA Paseo de la Castellana 18, 7ª Planta, 28046 Madrid, SPAIN

tel: +7 495 775 0999 email: [email protected] tel: +34 911 010 470 email: [email protected] fax: +7 495 775 0998 website: www.gvassistance.com fax: +34 902 001 410 website: www.semesur.com ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE

IFRA Assistance GmbH – Austria Tangiers International Mr. Christian Steindl M.D. – CEO Jane Hegeler – Managing Director IFRA Assistance GmbH, Schießstattring 21, A-3100 St. Pölten, AUSTRIA 54 Melita Street, Valetta, VLT 1122, MALTA

tel: +43 (0) 2742 49 11 email: [email protected] tel: +356 277 800 16 email: [email protected] fax: +43 (0) 27 42 89165 website: www.ifra.at fax: +356 2720 5500 website: www.tangiersinternational.com

Inchcape Medical & Assistance Services TBS Team 24 d.o.o Mara Mytilineou – Operations Manager Edvard Hojnik – General Manger 3, Agiou Dionysiou street, 18545 Piraeus, GREECE CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC

tel: (+30) 210 42 24 805 email: [email protected] tel: +386 2616 5819 email: [email protected] fax: (+30) 211 79 07 790 website: www.iss-assistance.com fax: +386 2618 5800 website: www. tbs-team24.com

Intana Global Tyrol Air Ambulance Denise Groom – Head of Commercial Manfred Helldoppler – Managing Director 6 Devonshire Square, London EC2M 4YE, UK Fuerstenweg 180, A-6026 Innsbruck-Airport, AUSTRIA

email: [email protected] tel: +43 512 22422 100 email: [email protected] website: www.intana-global.com fax: +43 512 288 888 website: www.taa.at

Interamerican Assistance S.A. Assistance Group Menasa Inez Tissink – Coordinator International Activities Christian Deloughery – CEO Unit 4G, Gold Tower, JLT, Dubai, PO Box 128538, Syngrou Avenue 350,17680 Kallithea, Athens, GREECE UNITED ARAB EMIRATES tel: (+30) 210 94 61 750 email: [email protected] tel: +971 52 490 4258 email: [email protected] fax: (+30) 210 94 61 004 website: www.interamerican.gr website: www.assistancegroup.ae

Malteser Service Center (MIDDLE EAST) CONNEX Assistance JLT Johannes Hoischen – International Network and Repatriation Lara Helmi – International Network Director #204 Gold Crest Executive Tower, Jumeirah Lake Towers, Dubai, Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY UNITED ARAB EMIRATES tel: +49 221 98 22 9333 email: [email protected] tel: +97 14 368 36 25 email: [email protected] fax: +49 40 694597 61339 website: www.malteser-service-center.de fax: +97 14 420 49 12 website: www.connexassistance.com

Marm Assistance Fakeeh International Mahmut Kadirbeyoglu – CEO Dr. Fatih Mehmet GUL – Executive Director Palestine Street, Al Hamra District P.O. Box 2537 21461, AirPort Plaza, Ankara Caddesi, No:486, Kurtkoy 34912, Istanbul, TURKEY JEDDAH/SAUDI ARABIA tel: +90 216 560 07 24 email: [email protected] tel: 00966 12 6603080 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com website: www.fakeehinternational.com

MD Medicus Assistance GmbH GORAL ASSISTANCE LTD Sven Scharff – International Network Manager Marcel Kadoche – International Network and Development Manager Industriestr. 2a, 67063 Ludwigshafen, GERMANY Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL

tel: +49 - 621 / 5490 171 email: [email protected] tel: +972 9 9579930 email: [email protected] fax: +49 - 621 / 5490 029 website: www.md-medicus.net fax: +972 9 9579931 website: www.goralassist.com

Medicall AG IRAN ASSISTANCE Markus Detel – Manager International Network Ashkan Lahiji – International Network Manager Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND No 24,SOS building,15th Street, Gandi Avenue, Tehran,15175, IRAN

email: [email protected] tel: +98-21-88648620 - 24 email: [email protected] tel: +41 44 655 16 67 website: www.medicall.ch fax: +98-21-88648502 website: www.iranassistance.com

MRI Assist SWAN INTERNATIONAL ASSISTANCE – MUTUAL CARE Denise Rogers – Network Manager Mr. Joseph Akiki – CEO C/Porto Pi, 8. 07015 Palma de Mallorca SPAIN P.O. Box 2265 Jounieh, Lebanon

tel: +34 971 919 244 email: [email protected] tel 24/7: +961 9 224 008/009 email: [email protected] fax: +34 971 919 255 website: www.mri-assist.com fax: +961 9 224 010 website: www.swanassistance.com

Save Assistance France To have your company listed in our service directory Thomas Blanchet – Key Account Manager / Responsable Grands Comptes 6 Rue Jean-Pierre Timbaud, Le Campus, Bat. B1, contact the sales department now: 78180 Montigny-Le-Bretonneux., FRANCE tel: +33 (0)13062 6752 email: [email protected] [email protected] or telephone: +44 (0)117 925 51 51 (opt.1) 24 tel: +33 (0)13062 1122 website: www.saveassistance.com

39 For all Service Directory enquiries email: [email protected] or please call +44 (0) 117 925 5151 (opt. 1) SERVICE DIRECTORY

) Active Care Management Plotkin Health Inc – A Subsidiary of MacroHealth LP

Paul Schlosser – Client Relationship Manager Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President 3600 Rhodes Dr., Windsor, ON, N8W 5A4, CANADA 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

tel: +519 945 8256 ext.4111 email: [email protected] tel: +1 604 241 9639 email: [email protected] fax: +519 251 5165 website: www.active-care.ca fax: +1 604 241 0733 website: www.plotkinconsulting.com

AIG Travel To have your company listed in our service directory

Jim Koziol – General Manager, North America CATASTROPHIC NORTH AMERICA ( 3330 Business Park Drive, Stevens Point WI 54482, USA contact the sales department now:

tel: +1 715 295 9105 email: [email protected] CLAIMS SPECIALISTS [email protected] or telephone: +44 (0)117 925 51 51 (opt.1) website: aig.com/travel ASSISTANCE COMPANIES ASSISTANCE

Allianz Global Assistance Allianz Global Assistance Sarah Hume – Vice President, Client Services Sarah Hume – Vice President, Client Services 4273 King St E, Kitchener, Ontario N2P 2E9, CANADA 4273 King St E, Kitchener, Ontario N2P 2E9, CANADA

tel: +1 866-520-8823 email: [email protected] tel: +1 866-520-8823 email: [email protected] (ext.) 52345 (ext.) 52345

ASSIST CARD Claims at TuGo Federico Tarling – Chief Service Officer Taka Katsube – Director Assistance & Cost Managment ASSIST-CARD Building, 175 South West 7th Street, Suite 2407, 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA Miami, FL 33130, USA tel: +1 305 381 9959/69 email: [email protected] tel: +1 604 303 2113 email: [email protected] toll free: +1 800 874 2223 website: www.assistcard.com fax: +1 604 276 4593 website: www.tugo.com CLAIMS MANAGEMENT

CanAssistance Eurocross Turkey Fabienne Lavoie – Director, International Operations and Claims Dr. Michael Adams – Director Business Development 550 Sherbrooke Street West, Suite B-9, Montreal, Quebec, Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, H3A 3S3, CANADA Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar, İstanbul, TURKEY tel: +1 514 286 7707 email: [email protected] tel: +90 216 265 15 25 email: [email protected] fax: +1 514 286 8413 website: www.canassistance.com fax: +90 216 265 15 65 website: www.eurocrossturkey.com.tr

GORAL ASSISTANCE CANADA INC. CoreSource (Third Party Administration) David Ohayon – Local Manager Ben Frisch – Regional President CoreSource Western Region 2155 Vincent St, Montreal, QC H4M 1M6, CANADA 6240 Sprint Parkway, Suite 400, Overland Park, Kansas, 66251, USA

tel: +1 514 448 1343 email: [email protected] tel: +1 913-814-6102 email: [email protected] fax: +1 514 448 1835 website: www.goralassist.com fax: +1 913-387-5902 website: coresource.com

MD ABROAD Global Assistance & Healthcare Ignacio C. Marquez – COO Alain Durand – President Director Cibis Nine, 5th Fl, Jalan TB. Simatupang No. 2, 2999 NE 191st Street, Suite 608, Aventura, Florida, USA Cilandak – Pasar Minggu, Jakarta 12560, INDONESIA tel: +1 (786) 475-5475 email: [email protected] tel: +62 21 299 78 999 email: [email protected] fax: +1 718 847 0533 website: www.mdabroad.com fax: +62 21 299 78 9555/66 website: www.global-assistance.net

ONTIME CARE WORLDWIDE INC. Global Excel Management JOHNSON FU – CEO John Spears – VP Business Development & Marketing 15 Wertheim Court, Suite 501; Richmond Hill, ON L4B 3H7, CANADA 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

tel: +1 905-707-1512 email: [email protected] tel: +1 819 566 8833 email: [email protected] fax: +1 905-707-1513 website: www.jfiginsgroup.com fax: +1 819 566 8447 website: www.globalexcel.com

SunMed International, LLC Intana Global Dra. Kinyi Haber – Medical Director. VP International Operation Denise Groom – Head of Commercial 2000 NW 89th Place. Miami FL 33172, UNITED STATES 6 Devonshire Square, London EC2M 4YE, UK

tel: +1 786 888 6792 email: [email protected] email: [email protected] fax: +1 786 551 0763 website: www.sunmedint.net website: www.intana-global.com

TMCA Group Corp New Frontier Group Crystal Wharton – President Gitte Bach – President and CEO 217 Broadway Suite 608, New York, New York 10007, USA 1024 Bayside Drive, Suite 144, Newport Beach, California, 92660-7462, USA

tel: +1 646 398 9021 email: [email protected] tel: +1 949 429 7130 email: [email protected] fax: +1 646 398 9025 website: www.tmcatravel.com fax: +1 949 666 6520 website: www.newfrontiergroup.com

Global Excel Management Star Healthcare Network, Inc. John Spears – VP Business Development & Marketing Gigi Galen Grobstein – President 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA 120 Bloomingdale Road, Suite #304, White Plains, NY 10605, USA

tel: +1 819 566 8833 email: [email protected] tel: + 1 914 358 9121 email: [email protected] fax: +1 819 566 8447 website: www.globalexcel.com fax: + 1 914 358 9206 website: www.starhealthcarenet.com

New Frontier Group To have your company listed in our service directory

CATASTROPHIC CATASTROPHIC Gitte Bach – President and CEO 1024 Bayside Drive, Suite 144, Newport Beach, contact the sales department now: California, 92660-7462, USA CLAIMS SPECIALISTS tel: +1 949 429 7130 email: [email protected] [email protected] or telephone: +44 (0)117 925 51 51 (opt.1) fax: +1 949 666 6520 website: www.newfrontiergroup.com

40 For all Service Directory enquiries email: [email protected] SERVICE DIRECTORY or please call +44 (0) 117 925 5151 (opt. 1)

AIMS Penfield Care Bernadette Breton – Chief Executive Officer Mr Stephen Zatylny – President AIMS House, 3 West St, Bryanston 2191, Johannesburg, SOUTH AFRICA A1-130 Terence Matthews Crescent, Ottawa, Ontario, K2M 0J1, CANADA tel: +00 27 11 783 0135 email: [email protected] (AFRICA) tel: +1 613 703 9861 email: [email protected] fax: +00 27 11 783 2950 website: www.aims.org.za fax: +1 819 200 0281 website: www.penfieldcare.com

Medical Services Organisation (MSO) Plotkin Health Inc – A Subsidiary of MacroHealth LP

Brenda Durow – General Manager - Assistance Shaun A. Plotkin BA (Uvic), LLB (Monash), GDLP – President

PO Box 1578, Gallo Manor, 2052, SOUTH AFRICA (NORTH AMERICA) 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA COST CONTAINMENT COST CONTAINMENT tel: +27 (0)11 259 5403 24hr email: [email protected] tel: +1 604 241 9639 email: [email protected] fax: +27 (0)11 259 5001 website: www.mso.co.za fax: +1 604 241 0733 website: www.plotkinconsulting.com

AP Companies Star Healthcare Network, Inc. Natalya Butakova – Business Development Manager Gigi Galen Grobstein – President 17 Varshavskoye Shosse, Moscow 117105, RUSSIA 120 Bloomingdale Road, Suite #304, White Plains, NY 10605, USA

(EUROPE) tel: +7 495 989 1120 email: [email protected] tel: + 1 914 358 9121 email: [email protected] fax: +7 495 989 1130 website: www.ap-companies.ru fax: + 1 914 358 9206 website: www.starhealthcarenet.com

ChargeCare International European Air Ambulance Mary-Jo McDonald (MJ) – Managing Director Patrick Schomaker – Director Sales & Marketing Sanderum Centre, 30a Upper High Street, Thame, OX9 3EX, UK Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG

tel: +44 1865 400 007 email: [email protected] 24hr tel: +352 26 26 00 email: [email protected] fax: +44 845 003 1351 website: www.chargecare.net fax: +352 26 26 01 website: www.air-ambulance.com TRANSPORT Eurocross Turkey Malteser Service Center Dr. Michael Adams – Director Business Development Johannes Hoischen – International Network and Repatriation Altunizade Mahallesi, Ord. Prof. Fahrettin Kerim Gökay Caddesi, Eşref Çakmak Plaza, No:32 Kat:3 34662 Üsküdar İstanbul, TURKEY Erna-Scheffler-Strasse 2, 51103 Köln, GERMANY tel: +90 216 265 15 25 email: [email protected] tel: +49 221 98 22 9333 email: [email protected] fax: +90 216 265 15 65 website: www.eurocrossturkey.com.tr CRITICAL CARE PATIENT fax: +49 40 694597 61339 website: www.malteser-service-center.de

Marm Assistance Skyservice Air Ambulance Mahmut Kadirbeyoglu – CEO David Ewing – Senior Vice President, Global Markets AirPort Plaza, Ankara Caddesi, No:486, Kurtkoy 34912, Istanbul, TURKEY Montreal/PE Trudeau Int Airport, 9785 Avenue Ryan, Montreal (Quebec), H9P 1A2, CANADA tel: +90 216 560 07 24 email: [email protected] tel: +1 514 497 7000 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com fax: +1 514 636 0096 website: www.skyserviceairambulance.com

Allianz Global Assistance Extreme Care Repatriation Patrick Hrusa – Regional Head, North America, Medical Provider Management Petar Chernaev – Manager 4273 King St E, Kitchener, Ontario N2P 2E9, CANADA 1 Gevgeliiski, Sofia 1309, BULGARIA

tel: +1 866-520-8823 email: [email protected] tel: +359 882 52 9557 email: [email protected] (ext.) 52922 website: www.extremecare.eu

Claims at TuGo Flying Home Pte Ltd Taka Katsube – Director Assistance & Cost Managment Mr Ang Ziqian – Director

(NORTH AMERICA) 10th Floor, 6081 No.3 Road, Richmond, BC V6Y 2B2, CANADA Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE COST CONTAINMENT

tel: +1 604 303 2113 email: [email protected] FUNERAL DIRECTORS tel: +65 6253 0001 email: [email protected] fax: +1 604 276 4593 website: www.tugo.com fax: +65 6353 5801 website: www.flyinghome.com

Global Excel Management Funeral Home AURIGA Ltd. John Spears – VP Business Development & Marketing Helena Sulikova – Chief of International Department 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA B. Nemcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC

tel: +1 819 566 8833 email: [email protected] tel: +420 724 257 899 email: [email protected] fax: +1 819 566 8447 website: www.globalexcel.com fax: +420 416 732 582 website: www.funeral-assistance.cz

Global Medical Management Funeralia Raija Itzchaki – COO Oleg Antoni Milinski – Funeral Director 880 SW 145th Ave., Suite 400, Pembroke Pines, FL, 33027, USA 80061 MASSA LUBRENSE (NA), via Titigliano 4, ITALY

tel: +1 954 370 6404 email: [email protected] tel: +39 331 109 4168 email: [email protected] fax: +1 954 370 8613 website: www.gmmi.com website: www.funeralia.org

MD ABROAD FUNERARIA OFFICIA ROBERTO ZEGA - Worldwide Repatriations Specialist Ignacio C. Marquez – COO Cristina Zega – Repatriations Manager 2999 NE 191st Street, Suite 608, Aventura, Florida, USA Via Clelia, 26 / 28 - 00181 Roma, ITALY

tel: + 1 (786) 475-5475 email: [email protected] tel: 0039 06 78 40 300 email: [email protected] fax: +1 718 847 0533 website: www.mdabroad.com fax: 0039 06 78 02 488 website: www.zega.it

New Frontier Group G7 Mortuary Shipping - Latin-American Funeral Assistance Gitte Bach – President and CEO Christian Correa – Operations Director 1024 Bayside Drive, Suite 144, Newport Beach, California, 92660-7462, USA Zona Franca Local 110, Rionegro, Antioquia, COLOMBIA & USA

tel: +1 949 429 7130 email: [email protected] tel: +1 203 343 8111 email: [email protected] fax: +1 949 666 6520 website: www.newfrontiergroup.com tel: +57 4 562 1142 website: www.g7ms.com

41 For all Service Directory enquiries email: [email protected] or please call +44 (0) 117 925 5151 (opt. 1) SERVICE DIRECTORY

Rowland Brothers International Ltd. AC Global Medical Transports Fiona Greenwood – Operations Director Milan Floribus – President 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK 8775 Aero Drive, Ste 120, San Diego, CA 92123, USA

tel: +44 20 8684 2324 email: [email protected] tel: +1 858 437 5131 email: [email protected] fax: +44 20 8684 8000 website: www.rowlandbrothersinternational.com fax: +1 858 408 7856 website: acglobalmedicaltransports.com

Singapore Casket Company (Pte) Ltd – Worldwide Repatriation AMREF Flying Doctors Calvin Tang Dr Bettina Vadera – Medical Director 131 Lavender Street, Singapore, 338737, SINGAPORE Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

FUNERAL DIRECTORS tel: +65 6293 4388 email: [email protected] tel: +254 20 6000 090 email: [email protected] fax: +65 6296 5993 website: www.singaporecasket.com.sg fax: +254 20 344 170 website: www.flydoc.org

Gateway International EMS European Air Ambulance Oliver L. Müller – Managing Director Patrick Schomaker – Director Sales & Marketing 600 Pennsylvania Ave SE, Washington DC, 20003, USA Luxembourg Airport, B.P.24, L-5201, Sandweiler, LUXEMBOURG

tel: +1-202-499-2294 email: [email protected] 24hr tel: +352 26 26 00 email: [email protected] - MEDICAL fax: +1-201-205-2239 website: www.gateway-ems.com fax: +352 26 26 01 website: www.air-ambulance.com

LifeMed Worldwide GlobalMed International Leandro Pires – CEO Gert Muurling – CEO & Medical Director 990 Biscayne Blvd. Suite 502 Miami, FL 33132, USA Auf Roedern 7c, 56283 Pfaffenheck, GERMANY MEDICAL ESCORT ON COMMERCIAL AIRLINES GROUND TRANSPORT tel: +1-305-501-2009 email: [email protected] tel: +49 6742 897 425 email: [email protected] website: www.lifemedworldwide.com fax: +49 3212 100 5018 website: www.globalmed-international.com

One Call Medical Transport LIFESUPPORT Patient Transport 24 Hour Worldwide Ground Transports Graham Williamson – CEO 3815 E Main St., Suite C St. Charles, IL 60174, USA VANCOUVER – TORONTO – HONOLULU

tel: +1 630 444 2100 email: [email protected] tel: +1 250 947 9641 email: [email protected] fax: +1 630 823 2900 email: www.ocmt.com fax: +1 877 288 2908 website: www.LifeSupportTransport.com

Acıbadem Healthcare Group Medical Wings Berna Gür – International Network Supervisor Dr.Sura Jaidwatee, M.D. – Medical Flight Manager Fahrettin Kerim Gökay Cad. 222 Don Mueang International Airport Office Building 3rd Floor, No:49 34662 Altunizade İstanbul, TURKEY Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210, THAILAND tel: 0090 530 9768398 email: [email protected] 24h tel: +662 247 3392 email: [email protected] website: www.acibademinternational.com fax: +662 535 4734 website: www.medicalwings.com HOSPITALS Anatolia Hospital Prime Nursing Care, Inc. Dr. Irfan Erdogan – General Coordinator Franziska Hollenstein – CEO / Founder Caybasi Mh 1352 Sk No 12 , 07100 Antalya, TURKEY 1918 Harrison Street, Suite 215, Hollywood, Florida, 33020, USA

tel: +90 242 249 33 00 email: [email protected] 24/7 tel: + 1 754 999 0460 email: www.primenursingcare.com fax: +90 242 311 67 78 email: www.anatoliahospital.com fax: + 1 754 222 5051 website: [email protected]

Broward Health International AMREF Flying Doctors Manuela Pujals – Manager 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: +1 954 767 5587 email: [email protected] tel: +254 20 6000 090 email: [email protected] MEDICAL

fax: +1 954 888 3874 email: [email protected] PROVIDER fax: +254 20 344 170 website: www.flydoc.org

Jackson Memorial Hospital International Doctors At Your Home Inc. Dominick Destefano – Associate Director of Sales Jose B. Gardens P.A CHE – President/C.E.O 1500 NW 12th Avenue, Suite 829 East, Miami, FL 33136, USA 5201 Blue Lagoon Drive, 8th Floor, Miami, FL 33126, USA

tel: +305-355-1211 email: [email protected] toll free: +1 888 933 3305 email: [email protected] fax: +305-355-5545 website: www.jmhi.org We Send the Doctor to You® tel: +1 305 629 3612 website: www.doctorsatyourhome.com

Luz Saúde SA Cambridge Global Payments Eve Jokel, MPH – International Director Brad Loder – VP Marketing & Corporate Sponsorships Rua Carlos Alberto da Mota Pinto, 17-9.º 1070-313 Lisboa, PORTUGAL 212 King Street West, Suite 400, Toronto, ON M5H 1K5 CANADA

tel: +351 213 138 260 email: [email protected] tel: +1 (416) 646 6401 email: [email protected] fax: +351 213 530 292 website: luzsaude.pt/en ext. 2392 website: www.cambridgefx.com

Sharp Global Patient Services TECHNOLOGY Firemelon (Magenta Insurance System) Jacquie Schwoerke – Vice President, Sharp GPS David Corney – Managing Director 8695 Spectrum Center Blvd., San Diego, CA 92123, USA 40-42 Lisburn Road, Belfast,BT9 6AA, NORTHERN IRELAND

toll free: +1 888-265-1513 email: [email protected] tel: 02895 213 831 email: [email protected] tel: +1 858-499-4967 website: www.sharp.com website: www.firemelon.com

UC San Diego Health System International Patient Program Voyageur Aeromedical Travel Larry Baker – Managing Director Marc Banting – Director 136 W. Dickinson Street, Suite 109, San Diego, CA 92103-8222, USA 19 Lower Park Row, Bristol, UK TRAVEL TRAVEL

tel: +1 619 471 0466 email: [email protected] AGENTS tel: +44 (0)117 921 0401 email: [email protected] fax: +1 619 543 5282 website: health.ucsd.edu/international fax: +44 (0)845 384 7008 website: www.voyageur24.com

42 ON THE MOVE

AGCS picks Cigna invests Head of EU claims head of claims in France chosen by LSM

Allianz Group’s specialist corporate insurer Global health services company Liberty Specialty Markets (LSM), part Allianz Global Corporate & Specialty SE Cigna recently announced the of Liberty Mutual Insurance Group, has (AGCS) has appointed Lars Vissing as appointment of Thien Brechon announced the appointment of Renske Regional Unit London Head of Claims, as Senior Sales Director in Franken-le-Clercq as Head of European starting in February 2018. Lars succeeds France, responsible for leading Claims for Commercial and Specialty Martin Henson, who is retiring after nearly the organisation’s expanding business written in LSM’s European branches

20 years with Allianz. Based in London occupational health insurance Thien Brechon outside London. Based in The Hague, Renske and Copenhagen, Lars will lead AGCS’ services for globally mobile will join LSM’s claims leadership team, Renske Franken-le-Clercq claims team in the UK, Ireland, Dubai, employees. With more than 20 years’ reporting to Mike Gillett, Head of Claims for Russia, the Nordic Region, Australia and experience in the insurance industry LSM, and to Kadidja Sinz, Head of Europe New Zealand. Currently Head of Claims for in France and internationally, Thien will for LSM. This dual reporting line ‘refl ects the AGCS Nordic region, he will continue continue developing and strengthening LSM’s commitment to ensuring that its to be directly responsible for the area. Cigna’s presence in France. In partnership claims and underwriting teams work closely Homer appoint- with Nicolas Redant, Sales Director for together’ to enable its European customers France, Belgium, Luxembourg and French- and brokers to benefi t from a fully co- speaking Switzerland, Thien will lead ordinated, class claims service, said the fi rm. ed chairman of Cigna’s eff orts to provide personalised Mike Gillett said of the appointment: “I am Chubb adds to healthcare products and services for globally delighted that Renske has accepted this Hood Group mobile employees of SMEs, multinational new role. It’s always rewarding to be able to A&H team companies and government entities. fi ll senior positions from within the business Andy Homer has been appointed Non- Raymond Linnartz, Sales Director at Cigna and Renske’s promotion is testament to the Executive Chairman of Hood Group, the Global Health Benefi ts Europe, said: “It is depth of talent that we have in our claims UK-based data and technology insurance Chubb recently announced two key important to have a local presence to best operations within Europe. Kadidja and I specialist that works with major brands appointments to its Accident & Health serve French companies and their globally look forward to working with Renske in including esure, Shelias’ Wheels, Asda senior leadership team in Continental mobile employees. We are delighted the continued development of a European Money and the RAC. Andy has held Europe and the UK&I – Veronique Brionne to welcome Thien. Her experience and claims proposition that fully supports numerous executive positions within the has been appointed to the newly created determination will strengthen Cigna’s the ambition of LSM in the region.” insurance industry including CEO of role of Senior Vice-President (SVP), footprint in this key market and help ensure Towergate Insurance. He is Accident & Health (A&H), Continental our continued success in Europe.” also an investor in startup Europe (CE), while Andrew Nisbet companies such as Bikmo becomes SVP, A&H UK and Ireland. and Bought by Many. As SVP, Accident & Health, Continental Cover-More CMO for Hood Group Chief Executive Europe, Veronique will have responsibility for Simon Hood commented all of Chubb’s A&H business throughout the chooses Burke health selected on the appointment: “I have CE region. The role is eff ective immediately. known Andy for a number of Jeff Moghrabi, President, Continental Travel insurance and medical assistance years and during that time he Europe, said: “I am delighted to welcome provider Cover-More Group has appointed by Allianz has always been interested Veronique to this important leadership role Nathan Burke to the role of National in Hood Group. This interest in our CE A&H business. She has a wide Account Manager, eff ective immediately. Allianz Partners has announced the has grown over the past range of experience and expertise which In his role, Nathan will be responsible for appointment of Paula Covey as chief year as we have embarked will help deliver results across the region.” supporting Cover-More’s agency sales marketing offi cer (CMO) for health. Paula’s on our journey to transform As SVP, A&H in the UK and Ireland, Andrew channel, working closely with the trade on role is a dual one, responsible for marketing Andy Homer insurance through innovation Nisbet will have overall responsibility for product development, incentive and reward Allianz Partners’ international health and I am absolutely delighted that he has A&H in the region, and also for growing activity, and improving insurance conversion business under the Allianz Care brand, as chosen to join us. His wealth of experience the business in Eurasia and Africa. and aggregate insurance revenues. well as helping to achieve the in our industry and passion for driving Andrew was previously Regional Vice- Nathan joins Cover-More Group from Etihad group’s plans to grow health change through innovation will be a President of A&H for Chubb Far East. He Airways, where he has been a National activities and services across tremendous asset to our business as we joined Chubb in 2006 and his past roles Account Manager for the past six years. He has all of its lines of business. work hard to achieve our ambitions.” include Head of A&H in Australia & New more than 15 years’ experience in the travel Paula, who is based in Dublin, Andy commented: “Simon and his team Zealand, which he held until 2015. and tourism industries, working at Qantas joins the Global Executive have built a dynamic business and the Andrew Kendrick, Regional President prior to Etihad. Michael Stein, Cover-More Committee of the International way they use data and technology in their in Europe, said: “I am delighted that Group General Manager, APAC Sales and H ealth business line, reporting everyday operations is unrivalled in any other Veronique and Andrew have been Marketing, commented on the appointment: directly to CEO Ida Luka-Lognoné, insurance business I’ve seen. I am joining the promoted to these important roles and look “I’m thrilled Nathan has joined our team. He’s and working closely with Group at an exciting time in its development. forward to seeing them develop further a seasoned professional and brings with him Matthias Wünsche, director of Its passion for working with well-known our A&H business across Continental considerable sales expertise and knowledge global market management and brands and insurers is contagious and they’re Europe and also the UK and Ireland.” of our agency and partner markets.” innovation at Allianz Partners. Paula Covey leading the way in insurance off erings.”

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