YOUR WINCRAZIEST A PRIZE CLAIM FOR ENTER YOUR WACKY CLAIMS AND WIN A BOTTLE OF CHAMPAGNE (see page 11)

Page 22 Page 26 Page 28 Page 32 ITIJITIJITIJInternational Travel Insurance Journal ISSUE 82 • NOVEMBER 2007 ESSENTIAL READING FOR TRAVEL INSURANCE INDUSTRY PROFESSIONALS Hospital wars AXA admits payout chaos Milan Korcok updates us on the latest round of British newspaper supplement The Sunday Times Mills kept trying, and had to argue with the insurer and many travellers are negotiations between US hospitals and insurance Money has received hundreds of letters in recent for three months before it backed down. unaware of what they companies weeks from distraught consumers struggling to A spokesperson for AXA admitted that a review are and aren’t get money they have claimed from AXA. Mandy of the terms and conditions of its policies was covered for.” Crushed by uncollectible debt and shrinking profit Aitchison gets involved ‘overdue’: “There are many industry standards margins, many of America’s hospitals – large and small that probably need reviewing. We are attempting – are digging in for a bitter round of healthcare contract Angry holidaymakers, some of whom have been to make the process more customer friendly.” negotiations with insurers and their cost containment waiting months for payouts, have shown their The spokesperson did say that the rate of cohorts. At stake are the substantial fee discounts displeasure with AXA’s claims process by bringing claims AXA is receiving is of a higher volume buyers of healthcare services have traditionally it to the attention of the British media. AXA has volume than normal, and that been able to win and subsequently pass on to their a 31-per-cent share in the UK travel insurance it is doing its best to make affiliates down the line. market, and also underwrites many household sure the reputation of the In South Florida, for example, hospital profits declined names, such as travel operator Thomas Cook, Egg, company ‘is not diminished 26 per cent last year, stripping operating margins to 3.4 Marks & Spencer and Lloyds TSB Travel Insurance. by poor service’. per cent from 4.7 the previous year, forcing publicly- A whistleblower for the company, who did not According to the latest funded hospitals to fall back on their tax subsidies. In want to be named, was quoted as saying: “There figures released by the fact, without the $609 million in hospital taxes collected is a general clunkiness to the claims process at the Financial Ombudsman by Miami-Dade, Broward and Palm Beach counties, moment, which we are trying to resolve. One Service (FOS), 40 per cent South Florida hospitals as a whole would show a loss. way of doing this is to bring the claims handling in- of travel insurance disputes The same story is being reflected by hospitals in New house.” Since January this year, the firm has steadily started by consumers are York, California, the Mid West, and by private, investor- been bringing its claims process in-house, as ‘with upheld, which is slightly owned institutions as well. outsourced firms there is a tendency to pass things higher than the insurance The result, says one national healthcare analyst, is higher up the chain to resolve them’, continued the industry’s average of 33 that hospitals will be pressured to demand higher unnamed source. per cent. Commenting reimbursement rates of managed care plans, especially One consumer had to wait three months before on the present situation, after seeing the nation’s largest health insurers report big her claim was processed and money was paid a spokesperson said some earnings gains. to her. She had booked flights to Turkey for her travel insurers are still Though it may seem paradoxical to hear of not-for- brother’s wedding, but had to cancel them after making exclusions to policies profit or publicly-financed hospitals losing ‘profits’ – or the bride fell ill. “We tried to claim back £700 for difficult for consumers to fully surpluses, they say that without them they cannot the cancelled flights, but AXA said as we were not understand: “The wording reinvest in new programs, maintain or acquire new related to the bride we could not make a claim,” on policy documents still technologies or professional staffs, invest in capital said Ms Janet Mills. However, her sister managed needs to be improved. At the projects, treat poor patients, provide a broad array of to claim back on her travel insurance policy, so Ms moment it is far too complicated healthcare outreach programs, and continued on p.7 Double dip from Oz tax office Australians returning from living or travelling economy many are living and working in foreign nine countries – Ireland, Italy, Finland, Malta, abroad may get an unfriendly welcome from the countries for extended periods. A large number the Netherlands, New Zealand, Norway, tax office. Miles Clarke gives us the drum from need to suspend their private health cover when Sweden and the United Kingdom – for down under departing Australian shores for extended postings limited subsidised health services for medically overseas. With travel insurance mostly covering only necessary treatment. However, this is cold At any one time, there are upwards of a million emergency situations, they need to obtain suitable comfort for Australian expatriates who find Australians out of the country – around five per cent medical insurance in their temporary new homeland. themselves caught up in an anomaly with the of the population. Most of these are away sunning Australian Taxation Office (ATO). themselves on Pacific islands or exploring the historic Tax surcharge Australians pay 1.5 per cent of their taxable sites of Europe, but in an increasingly globalised Australia has reciprocal healthcare agreements with income for Medicare, the national continued on p.7 2

ITIJCONTRIBUTORS ITIJ ITIJInternational Travel Insurance Journal Stacey Shapiro was international editor of a weekly corporate risk management and employee benefi ts magazine called Business Insur- WHAT’S IN ance. She spent the fi rst four years of freelancing as editor of Informa Group’s space and aviation insurance newsletter, Aerospace Risk, and THIS ISSUE? then continued as an editor and/or freelance journalist for many publi- cations including Insurance Day and now Business Insurance Europe.

REGULARS Pete Corbett has been a newspaper journalist, an in-house industry press offi cer, a part time government and local authority press offi cer, News continued  a copy writer, a senior public relations executive, manager of a govern- ment publicity unit, translator of ‘offi cialese’ into plain English and Company brief  corporate, business and trade magazine editor. Insurance matters 10 Miles Clarke is a Sydney-based writer and has a degree in Journal- Editorial comment 12 ism. He has some 27 years’ media experience in newspapers, radio and for the past 14 years as a freelance contributor to print and online Air ambulance news 1 publications on business and travel matters around the world. Health matters 20 Milan Korcok Travel matters 22 is an award-winning freelance health policy and economics writer who covers travel insurance, public health, and medi- Service directory 0 cal education issues in Canada and the US. He has been writing about health fi nancing and policy issues in these countries since the 1960s Grapevine 6 and is a frequent contributor to leading North American professional Diary dates 6 journals and consumer media. He lives in Fort Lauderdale, Florida. On the move  Roger St Pierre is an avid traveller who has visited 119 countries and rising. He writes and broadcasts extensively on the tourism industry, motoring, cycling and music. He is also fascinated by how the global FEATURES economy works. At 15, he already had fi ve regular newspaper columns covering sport but also happens to be a qualifi ed associate of the Char- Feature: Insurers going green 29 tered Insurance Institute and writes regularly on business and fi nancial Pete Corbett rounds up the latest carbon negative efforts matters for a number if prestigious publications Feature: Travel insurance for the facebook generation 32 Glen Manchester reports on the new market

Feature: Cruise insurance 3 Milan Korcok evaluates the insurance offerings currently on the market

World markets: Sweden 36

ITIJ TEAM

Editor-in-chief: Ian Cameron ITIJ Published on behalf of Voyageur Publishing & Events Editor: Sarah Lee Voyageur Buildings, 3 Colston St, Bristol BS1 5AX, UK Ltd, Voyageur Buildings, 43 Colston Street, Bristol Assistant editor: Mandy Aitchison BS1 5AX, UK Copy editor: James Wallis The information contained in this publication has been published Designers: Eli Butler editorial: +44 (0)117 929 4636 in good faith and every effort has been made to ensure its Steve Annette advertising: +44 (0)117 925 5151 accuracy. Neither the publisher nor Voyageur Ltd can accept US correspondent: Milan Korcok any responsibility for any error or misinterpretation. All liability fax editorial: +44 (0)117 925 2040 for loss, disappointment, negligence or other damage caused by Far East correspondent: Saby Ganguly fax advertising: +44 (0)117 929 2023 reliance on the information contained in this publication, or in the event of bankruptcy or liquidation or cessation of the trade of Conference manager: Denise Clements email: [email protected] any company, individual or fi rm mentioned is hereby excluded. Production manager: Helen Watts web: www.itij.co.uk Advertising sales: David Fitzpatrick design: V Creative Design Printed by Pensord Press, South Wales, United Kingdom James Miller Finance: Karen Campbell Copyright © Voyageur Publishing 2007. Materials in this Jianhua Liu FREE SUBSCRIPTIONS FOR publication may not be reproduced in any form without permission Cartoonist: Chris Duggan INDUSTRY PROFESSIONALS INTERNATIONAL TRAVEL INSURANCE JOURNAL ISSN 1743-1522

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

 NEWS

Industry statistics revealed THIA tell it how it AIG announces Online US travel insurance comparison site two people travelling alone. should be changes Squaremouth has released national statistics about “One reason for multiple travellers’ policies costing who purchases travel insurance, where they are from, less could be attributed to trip duration and cost. With more than half a million Canadians expected One of the largest travel insurance providers in the where they are going, how old they are and how long Couples, particularly those who are retired, tend to to go on a cruise holiday over the forthcoming year, US, AIG Travel Guard, has recently announced some they travel for. have more disposable income and are taking more the Canadian Travel Health Insurance Association major changes to its coverage limitations. The data for the report was sourced by Squaremouth expensive trips,” explained Harvey. This concept is Travel Guard will now insure trips that cost as much from its online portal, and covers four years of sales supported by the statistic showing those travellers as $100,000, which brings it up from the previous statistics, dating back to 2003. Sales from 17 insurance over 50 years old pay nearly twice as much for a threshold of $30,000. The firm is also reaching out to policy as those under 50. parents by introducing the inclusion of children under the The data also revealed that age of 17 at no additional cost on one plan, ProtectAssist. travellers planning foreign trips One of the biggest changes the company is purchase insurance nearly implementing is that for an extra payment, that can be eight times more often than equal to 40 per cent of the base premium, a ‘cancel those travelling domestically. for any reason’ clause can be added to several of its Medical coverage is probably policies. Under the terms of the addition, customers the biggest driver for this, will now be reimbursed for 50 to 75 per cent of the noted Harvey. cost of the trip, if they cancel at any time up to 48 Other findings by Squaremouth hours before departure. Until now, customers were include the discovery that 85 obliged to have a very good reason, such as a death per cent of Americans buy their in the family, for cancelling their holiday plans. For an insurance between 9 a.m. and additional fee, customers are now also able to add a 7 p.m. EST, showing that the ‘cancel for work reasons’ clause to the contract. Travel vast majority choose to browse Guard’s Dan McGinnity said the company is ‘moving and buy during office hours. further and further away from the one-size-fits-all In terms of demographics, travel insurance’. Californians accounted for Changes to policies such as these are being driven 17.28 per cent of sales with an by consumer demand, according to Peter Evans average premium of $192.72. of online comparison site InsureMyTrip. Evans said Next in line is the state of that among others, another big change in travel New York, where residents (THIA) has urged all Canadians to insist on full and insurance policy small print that has been driven by accounted for 9.29 per cent comprehensive travel health insurance that is specific consumers is the addition of language that allows carriers are represented, with more than 250 products of sales, at an average cost of $152.05 per policy. to them and their needs. customers to cancel their holiday if their intended covering almost every type of travel insurance policy Floridians followed with a 6.94-per-cent share in Expanding on why the encouragement of citizens is destination becomes uninhabitable, for example, if that is currently available. the market and an average price of $204. Domestic needed, president of THIA Juliann Martyniuk said: a hurricane hits. CEO of Squaremouth Chris Harvey said one of the travellers accounted for nearly 12 per cent of sales, “Most cruise passengers are not aware that more curious results of the survey is that the largest while foreign travel accounted for over 88 per cent. the in-house trip insurance sold by cruise lines percentage of people purchasing travel insurance is The most expensive type of premium that can be to North American passengers can be very those who travel alone. He also noted that the data bought, according to the research, is for world cruises, inferior to the all-inclusive single trip or annual released showed that on average, travel insurance which average $2,825 per policy. health plans designed specifically for Canadian policies cost less for three or four travellers than for When comparing the number continued on p.46 out-of-country travellers. Many of these plans sold by cruise lines have as little as $10,000 to $20,000 coverage for medial emergencies Tragedy in Thailand Maldives terror and $25,000 for medical evacuation. And that covers only evacuation to the nearest available Six foreign tourists and two Thai tour guides were injures tourists hospital … it is not repatriation to a hospital killed when they were swept away by a torrent of back in Canada.” water in a Thai cave that was hit by flash flooding. Seven people have been arrested following By contrast, he continued, all inclusive single The tour group had been in the vast Tham Nam the bomb attack on the Maldives at the end of trip or annual plans available to Canadian Thalu limestone cave complex for some time before September. The bomb exploded in a park near out-of-country travellers cover normal medical they heard a roar of water. Seconds later, a German the capital Male and injured 12 tourists, including emergencies up to a cost of $1 million, as well as an Annual policies child, the two tour guides and a Swiss couple and their one British couple who were celebrating their air ambulance flight back to Canada. teenage daughters were swept to their deaths. Two honeymoon; the other tourists came from Japan Martyniuk said that he has received numerous gain ground British tourists climbed onto a higher ledge to escape and China. According to local police, all the reports in recent months about cruise passengers the torrent of water, but when one, John Cullan, injured parties are in stable condition. that have inadequate cover and are left in a Halifax bank, based in the UK, has released the decided to go for help, he was also swept away by the All those arrested were Maldivian nationals, and, foreign port to get home under continued on p.46 results of its latest survey of the travel insurance strong current in the flash flood. His fiancée, Helena according to some reports, some were detained market, and has found that taking out annual travel Carroll, stayed on the ledge for 16 hours before she as they attempted to leave the country. It is the insurance is becoming more and more popular. was rescued by Thai emergency services. first time a bomb of any sort has hit the idyllic UK holidaymakers The bank has attributed the rise to the fact that people Other tour operators in the area, which is famed islands, let alone a terrorist attack; motive and are going away more often, thanks to cheap travel for its tigers and ancient rain forest, have said they target are as yet still unknown. warned deals, meaning that annual insurance is simply working do not take tourists into the park during monsoon The Maldivian deputy minister for tourism, Mr out to be more cost effective and therefore more season due to the dangers of sudden floods. Police Zakariyya, has gone on record as saying that Britons travelling abroad are being warned to make attractive to consumers. had erected signs warning tourists against visiting UK tour operators were reporting business as sure they have comprehensive travel insurance in David Bruce, spokesperson for Halifax, said that more the picturesque park during the rainy season. One usual following the event: “There have been no place amid concerns that many are travelling without Britons are going on multiple short weekend breaks, operator, who has been taking visitors to the national noticeable holiday cancellations.” He continued cover. Experts at the Post Office have argued that rather than a single long two-week summer holiday park for eight years, said they never travel to the by saying that the unique geographical layout of for a large proportion of British holidaymakers, travel with the kids, thus making annual travel insurance more famous cave during the wet season: “Our tours to the the Maldives of one resort per island means that insurance is either considered non-essential or is sensible. He urged people to be careful with their cave begin at the end of October, when the water is ‘it is highly unlikely that tourism to the country simply forgotten about, raising fears over the sheer belongings, and stressed that if they need to make a OK, up until the second week of May. We do not take will suffer’. numbers of people that are going overseas without claim, travellers must get a crime reference number tourists to Tham Nam Thalu in the rainy season at all.” Kuoni Travel, one of the major continued on p.46 any form, or an inadequate form, of insurance. from local police in order to validate the claim. Research conducted by the Post Office found that nearly half of all UK holidaymakers do not take out an insurance policy when they go abroad. John Howells, head of travel at the Post Office, commented: “Travel insurance is all too often forgotten in the excitement of getting ready to go on holiday, or even worse, it is considered by some to be non-essential.” 46 per cent of those polled said they think that travel insurance is a waste of money, while 12 per cent were put off by the cost of a policy. International Travel Insurance Journal n www.itij.co.uk

www.lufthansa.com Advertorial Larger, safer and more beneficial The PTC of Lufthansa sets new standards

With its Patient Transport Compartment (PTC), Deutsche Lufthansa offers a solution for the transport and intensive medical care of critically- ill patients on long-haul flights that has been systematically developed and perfected since 1996.

The PTC is a closed space unit specially developed for this purpose. As a result, the private sphere is preserved and consistent intensive medical care of the patient made possible. As an independent fully-functional space unit, when required the PTC can be installed in wide-bodied aircraft like the B 747-400 and the A 340 fleet during routine time spent on the ground in Frankfurt. Measuring 6 square metres and with normal standing height, in comparison to an ambulance aircraft, the PTC offers plenty of space for the treatment of patients. In addition to the patient bed, the compartment contains two seats for the medical crew, intensive care equipment, 13,000 litres of oxygen and the required consumable materials and drugs.

Logistics Since spring 2004, the PTC has been flying not medical care of the patient. is available. At other stations use is made of a catering Medical team and equipment only to the B 747 destinations, but also on all On arrival at the destination there are usually at least vehicle. This is safer and simpler than bringing the While the customer, as a rule, provides the intercontinental flights that are flown by the new A- 24 hours before the return flight. The doctor takes patient aboard via the aircraft’s steps. If the patient accompanying doctor for the transport, LH provides 340-300/600 fleet . Thus the number of destinations a look at the patient’s documents and examines the is to be further transported by rescue helicopter the assisting medical personnel (intensive care nurse/ that can be reached directly with the PTC system has patient in order to assess his/her transportability. All the or ambulance aircraft, provisions can be made in paramedic). The PTC Escort instructs the doctor if advance for the LH aircraft and the other aircraft to necessary in the use of the medical equipment, he be positioned immediately next to each other. This is in possession of all the necessary licenses required ensures an immediate transfer of the patient. by the Federal Aviation Agency, and he assumes The total transport time must be kept to the before and during transport all organizational and absolutely necessary minimum. The PTC system safety-relevant responsibilities. This leads to a fulfils this precondition, it facilitates a shortening of the significant relief of the doctor, he can concentrate transport time by up to 50%. fully on the medical treatment of his patient and Another important factor is the price of the intensive is thereby integrated in the LH-internal flight care transport. Included in the PTC price is a B-Class procedure by the assistant. The doctor, as a rule, is a ticket for the accompanying doctor from or to the specialist and has both intensive care and emergency patient, the medical equipment in accordance with the medical experience. requirements for intensive care transport, drugs as well With Lufthansa’s Patient Transport Compartment a as medical consumable materials plus the PTC Escort. closed intensive care unit is available for civil aviation The price comparison is clearly in favour of the which can be used on scheduled services. In 6 scheduled flight. The difference compared to an square metres, this unit offers a treatment room with ambulance flight is so substantial that the difference standing room. not only covers the feeder and collection flights but, The medical equipment includes intensive care in addition, also produces a clear cost advantage for equipment which offers a high degree of patient the scheduled flight. With clear economic, operative safety. If necessary, further equipment can be and medical advantages on long-haul routes, the PTC transported. Due to the clearly shorter flying times is less a competing product, but rather a meaningful and lower costs in comparison to the ambulance jets, alternative to the ambulance aircraft with a very this system is an ideal alternative for patients requiring increased from 25 to more than 60 worldwide. other preparatory work is completed during this time. specific performance profile. intensive care, particularly on long-haul flights. In the event of an inquiry for the PTC system, approx. If the patient is not fit for transportation at this time, 30 minutes time is required for checking the system, there is still time to stop the installation of the PTC in order to provide an approval. The PTC transport is in Frankfurt. It is thus possible to avoid the main cost handled on the basis of a priority system, irrespective element in the event of a cancellation or a temporal of the capacity utilization of the flight. In order to delay without the PTC being used. In this case, guarantee smooth repatriation, the chronological together with the customer, LH will discuss what course of the flight is discussed in advance together alternatives are then realizable. That could mean: later with the customer. This includes transport to and use of the PTC or the return of the medical crew from the airport. Here, precise planning is very without the patient. important as the planned flight routine of a schedule In order to guarantee that the flight with the PTC is flight should not be affected by a PTC tour. conducted on time and all waiting time for the patient After the commissioning of the transport order and is avoided, the flight can be registered with a high the immediate operative preparation, on day 1, as a priority with the Central Flow Management Unit rule, the medical crew sets off from Frankfurt to travel (CMU) in Brussels. to the patient. It is made up of the doctor provided Thanks to the well-coordinated logistics it is guaranteed by the customer and the LH PTC Escort. The PTC that the patient can be brought on board without Escort is a male or female flight attendant with training problems and a reciprocal impairment of passenger and as an intensive care nurse/paramedic. In addition to medical transport does not occur. In the normal case, providing medical assistance, he/she is responsible the patient is back home about two and a half days after for the safety and coordination of the PTC Transport. the medical crew departs on its mission. Thus, the doctor has an experienced assistant by his The transfer at all airports is conducted, on principle, by side, enabling him to concentrate exclusively on the Lufthansa. In Frankfurt a special ambulance highloader

lufthansa 76 1 23/4/07 14:53:12 NEWS 

tar Health and Allied Insurance Company, the Boozy Britons invalidate cover Sstand-alone heath insurer in India, also sells travel insurance. Last fiscal, the company earned Price comparison site Moneysupermarket has shown while a holidaymaker from Northern Ireland more than RS1 million from sales of overseas travel that Britons spend £4.5 billion on alcohol while they spends around £150 on booze. insurance. are abroad every year, and has therefore urged Peter Gerrard, head of insurance research holidaymakers to be aware of the fact that most travel for the comparison site noted that some nline insurer QuoteWright has developed a insurance policies are invalidated if the insured has an people might think they can get away with Osimple coverage chart for consumers, which accident while under the influence of drink. making a claim for something that happened shows how the major travel insurance companies It seems that men in the UK are more likely to make while they were inebriated, as the insurer handle adverse weather conditions. an unsuccessful claim than women, as men spend over will never find out. But if a person has to £100 on alcohol on overseas’ jaunts, while women be treated in hospital, the situation changes: he majority of British travellers are unsure of tend to spend around £70 each. Oddly, there were “If [the information] is included in a medical Ttheir travel insurance, according to Go Travel regional discrepancies; those from the southwest of report when an injury is treated, they could Insurance. The company’s research has shown England drink less abroad, just spending £55 each, void your claim.” that 78 per cent of holidaymakers are unaware of specific details relating to their policies. Hospital wars ondial has issued tips to British motorists continued from p.1 Mheading abroad with their car this summer, support their communities as they are required to do hospitals, this summer reported an 85 per cent drop negotiations, Linda Quick, president of the South which includes a reminder about the importance by law. in quarterly profits, blaming difficulties in collecting Florida Hospital and Health Association told a business of official documentation, including driving licence, In the US, approximately 62 per cent of hospitals are payments for its services. It projected no easing of that publication that many health plans have lowered registration documents and motor insurance that private, not-for-profit institutions run by community problem for the remainder of 2007 and analysts see that insurance premiums by increasing their members’ covers European breakdown as well. boards, religious orders or charitable foundations; trend continuing well into 2008. financial responsibility in claims, but hospitals find that the approximately 20 per cent are owned by governments Lifepoint Hospitals Inc., a major national rural hospital patients are increasingly not paying their bills. Hospitals ritons like to play it safe when abroad, through state universities, municipalities or counties; and operator, also posted a steep drop in earnings, attributing nationwide are complaining that the reimbursements Baccording to Halifax Travel Insurance. An only about 18 per cent are investor-owned by for- between 12 per cent and 13 per cent of earnings to they get from large insurers, such as United Healthcare, unadventurous attitude to cuisine drives British profit corporations. All, however, are feeling the same bad debt and an inability to collect payments. The story are insufficient to meet the rising costs of caring for holidaymakers to take the equivalent of 31 Boeing pressures of dropping admissions, reduced Medicare/ is similar with Community Health Systems, the biggest patients, but negotiating with such giant organisations is a 747 jumbo jets full of food and drink on holiday with Medicaid reimbursements paid by federal and state investor-owned hospital chain in the nation. one-way street. them. One million travellers also took DVDs with governments, tough demands by insurers for deep fee Tenet Healthcare Corporation continues to be mired Doctors groups too complain of their lack of them. discounts, and the five to six per cent share of expenses in losses, and HCA too – acquired last year by a private leverage when negotiating with large managed attributable to unpaid bills – primarily from the uninsured. equity group has reported early losses. Even in America’s care groups. In one published report, an llinois has recently passed a law prohibiting In New York, that state’s not-for-profit and public heartland, the stresses are punishing. Earlier this year attorney for a law firm representing 2,200 Kansas Ilife insurance companies from denying cover hospitals have lost money for nine years in a row, the the North Kansas City Hospital system terminated its City doctors in a class action suit against health on the basis of past or future travel plans, losses amounting to over $2.5 billion since 1998, with managed care contract with Coventry Health Care in insurers was quoted as saying “Physicians send including countries that that are on the US State operating margins sliding to minus 0.2 per cent. New a breakdown of negotiations. The hospital then sued bills out to insurance companies, and they are Department list. York joins Nevada, Mississippi and Alaska in the minus Coventry for several million dollars in disputed claims. treated as mere suggestions.” operating margin category. Reflecting a growing imbalance nationwide between For more details on what US hospitals are doing to travel law specialist in Australia has warned It’s a similar story with for-profit hospitals. what hospitals can absorb, and what insurers and claw some money back, see our Cost Containment Aconsumers that government advice of a high Health Management Associates, which owns 59 managed care companies keep demanding in contract Supplement, O, what tangled webs we weave. level of terrorism threats for travel to Indonesia may technically invalidate travel insurance for trips to Bali. Double dip from TA has been blamed for a car bomb which Oz tax office Eexploded in the Spanish city of Durango in the continued from p.1 Basque country, lightly wounding two policemen; a health scheme. In addition, anyone earning over second car bomb exploded in nearby Amorebieta $50,000 (£21,800) pays a Medicare Levy Surcharge about an hour later. of one per cent, if they do not have private healthcare insurance. The threshold is $100,000 for merican Express is facing a class action civil families, increasing by $1,500 for each child. Alawsuit after the California First District Court Expatriates are unhappily finding that when they of Appeal rejected its right to arbitration. The suit return to Australia, the ATO is slugging them with alleges the firm charged cardholders for travel the surcharge (with back payment penalties), insurance regardless of whether the trip was taken. because they are deemed to have earned over the threshold amount without having private health nline travel insurer Total Travel Insurance cover. This occurs if they are resident in Australia for Ohas relocated to the Dallas/Fort Worth area tax purposes while they are abroad. of Texas, because it is ‘business-friendly and has numerous corporate headquarters’. Travel cover not counted The ATO doesn’t recognise travel insurance as ravel insurer The Co-Operators has announced healthcare cover, as travel insurance falls under Tan expansion plan for Quebec, and plans to ‘general insurance’ and the insurers are not offer travel insurance in the region through its registered under the National Health Act. This is subsidiary, TIC Travel Insurance Co-ordinators. despite the fact that travel insurance cover over a long period is substantially more expensive. What is galling for the returning expatriates is that they are unable to use their private health cover while overseas, but are still penalised the extra one per cent of taxable income, including total reportable fringe benefits. In some instances they also incur penalties for late payment. “Travel insurance is not generally intended to be a substitute for the health cover available under a health insurance policy, which is required to meet specific government guidelines,” says Garry Addison, senior tax counsel for Certified Practising Accountants (CPA) Australia. “The former is really only designed to cover emergency-type treatment as the traveller, still being an Australian resident, would normally return to Australia for ongoing treatment and thus be in the same position as everyone else.” International Travel Insurance Journal n www.itij.co.uk  COMPANYBRIEF

Jubilee safari Travelodge ambitions Insurance included launched Travelodge, the UK budget hotel chain, is expanding Crystal International Travel Group Inc. subsidiary its brand into new categories for the first time. The IntelliFares Limited and distributor Flying Dutchmen Jubilee Insurance, based in company has launched its own travel insurance Travel now includes a travel insurance plan for no Uganda, has entered into products as part of a new online retail strategy. It is the additional cost for the first round-trip flight, using a partnership with Mapfre firm’s first major online product, and is being rolled their purchased IntelliFares (IF). Asistencia to introduce travel out across the UK, following a three-month trial. IF’s premise is based on ‘tomorrow’s travel at less insurance in the country. The service is provided by American International than today’s price’. This is achieved by using a “The new products, Jubilee Group (AIG) Europe, and will be underwritten by patent-pending methodology that allows travellers to Safari, will offer insurance New Hampshire Insurance Company and Landmark take advantage of guaranteed future pricing in five- coverage for travellers Insurance Company, both of which are AIG companies. year increments for travel to specific destinations. to any destination in the Travelodge has said the insurance policies will be in “This future pricing proposition just became more world,” said Deepak Pandy, line with its overarching budget approach, and that valuable,” said Robert Troni, president of IntelliFares. the firm’s general manager. prices for single and annual trip policies will, most likely, “Now, predictable pattern travellers will be able to He added that the product would also provide undercut other brands. Marketing and sales director of not only purchase and lock in their air travel to their travel insurance to cover pilgrims going to Mecca Travelodge Daniel Heale, said the provision of online timeshare, second home or college, but have trip and Medina from Uganda. TIS introduce travel insurance is a natural fit for the business. Mapfre Asistencia is an affiliated company of The firm claims its website is one of the top five travel Corporacion Mapfre, which has operations in 58 Voyager insurance sites in the country. It launched the first phase of its countries worldwide. £1-million website revamp earlier this year and now US-based online provider Travel Insurance Services allows customers to pre-order food and drink for has introduced Voyager Insurance, a versatile their stay. The second phase will see the chain review QuoteWright offer annual travel medical insurance for those who travel its design and functionality and aim to encourage multiple times each year, on business, for personal customers to book rooms online. enhanced plans reasons, or both. Travellers, or their business travel or human resource cancellation and interruption insurance at no additional Online aggregator QuoteWright, based in the US, departments, can take advantage of only buying cover International co- cost for the first flight.” A travel insurance plan is also has announced the addition of USI Travel Insurance once a year, safe in the knowledge that they are available for clients to purchase on a per trip basis. Services enhanced packages to their website. properly protected should the worst happen. With operation improved The travel insurance will be provided by AIG Travel President of the online company, John Cook, Voyager, customers are also able to pick between low Guard, a subsidiary of American International Group. commented: “These new products from USI and high limits of coverage, in order to customise the Mondial Assistance is expanding its co-operation with It will be underwritten by National Union Fire Travel Insurance Services offer our clients package to exactly what is and is not needed. It also budget airline Germanwings on an international level: Insurance Company of Pittsburgh, a member of the increased options at a competitive price. These includes a hazardous activity coverage, which is offered starting immediately, passengers from the UK, France, AIG companies. new plans are reasonably priced and offer on all plans, and can match the insurance to cover the Italy, Spain and the Netherlands can also purchase options to add ‘cancel for any reason’ to the activities being undertaken. All plans come with 24/7 comprehensive travel insurance on their particular basic package, thereby giving travellers increased Assistance Services, and the optional personal VIP country-specific web pages of Germanwings. The Onlyinsurance gets flexibility when looking for plans to fit their assistance services can also help the client make dinner expansion of the partnership has come very quickly, specific needs.” reservations, book a golf tee time or get concert tickets. as the original deal was only agreed in March of this Interactive year. The international connection was made through the e-commerce platform of the Mondial Assistance UK-based insurance comparison website Group in Paris. For service enquiries and claims Onlyinsurance has teamed up with Interactive Investor processing, Germanwings passengers will be able in a partnership agreement to provide a wide range to speak directly to the subsidiaries of the Mondial of personal insurance products and applications to the THERE IS LIGHT ON THE HORIZON Group in the individual countries. Xavier Mauriac, key online financial services provider. Onlyinsurance will account manager of international sales at Mondial, said fully support Interactive Investor with all motor, bike, the expanded deal ‘allows us not only to offer our home and travel insurance enquiries. customers simple, worldwide insurance and services, Andrew Georgiou, managing director of Only Group, but also lets us be at their side on location at any time’. said: “We are pleased to help Interactive Investor extend its financial offerings across new general insurance products in this extremely competitive Reliance eyes travel market area. Partnerships like this one are crucial for reaching a wider target audience.” possibilities Terry Kelleher, head of business development at Interactive Investor, said that the new insurance India-based Reliance Retail’s plans to enter the services are being introduced following ‘an increasing world of travel provision is gaining ground, following number of requests for general insurance products the company’s application to the International from our customers’. Air Transport Association (the industry body for accreditation and regulation of air airlines) for starting a travel agency outlet in Mumbai. The company has said Rock enters it plans to be involved in every aspect of travel-related business, including offering services such as ticketing, business arena hotel rooms, holiday packages and travel insurance. > worldwide AIR AMBULANCE OPERATOR Sources in the travel and airline business told The Rock Insurance has recently launched its new business > worldwide REPATRIATION & MEDEVAC Economic Times in India that Reliance Retail has drawn up travel insurance policy, offering agents the chance plans to set up 140 travel outlets throughout India and to provide the policy to their clients, whilst also > worldwide AIRLINE STRETCHER SERVICE abroad. “As part of Reliance’s Retail strategy, they now increasing their own commissions. The business travel > worldwide MEDICAL AIRLINE ESCORTS want to tap into tier II and III towns in India by providing policy, which is underwritten by Mondial Assistance, them access to superior travel services,” said one source. will be simple to administer, enable companies to > worldwide BED-2-BED TRANSPORTS cover all travelling staff for just one annual premium > PERSONAL MEDICAL CONSULTANCY payment, based on an estimated annual travel pattern. Whereas most travel insurance policies feature an excess in the event of a claim, Rock has waived all 24 / 7 available for those in need! excess fees with its new policy, so there is nothing to pay to make a claim. In addition, the policy provides Tel: wide-ranging cover that includes a ‘cancel for any + 43 1 600 1212 reason’ clause, staff replacement and bumped flights. based in: VIENNA (LOWW/VIE), AUSTRIA Even following an act of terror, cover remains in place for emergency medical expenses and personal www. medicaljetservice.com accident. There is no lengthy medical screening process for travellers to undergo either – they must merely obtain a ‘fit to travel’ confirmation from their doctor. MJSlightonhoriz76.indd 1 24/4/07 16:01:04 International Travel Insurance Journal n www.itij.co.uk

10 INSURANCEMATTERS

Munich Re musings S&P predict growth US property and Munich Re has come out and said that coverage sort of risks that would be covered include failure of a in Latin America casualty review of terrorism-related risks in Germany cannot be supplier, and political risks affecting supply chains. shouldered by the private insurance industry alone, Elsewhere, Munich Re is launching a new long-term Standard & Poor’s Ratings Services (S&P) has said The US property and casualty insurance industry’s but that there should instead be a continuation of business growth strategy in the US that will include a that based on good growth prospects and the net income after taxes rose by 10.7 per cent in the current state guarantee. “There simply isn’t general restructuring of the company. The plan is to continuing low rate of penetration in the region, the the first half of 2007, from $29.4 billion in the enough capacity in the market to cover terror-related increase profitability from direct and broker reinsurance, reinsurance business shows signs of improvement in same period last year. Fuelled by the industry’s risks without a state guarantee,” said Munich Re as well as primary insurance, by employing a client-centric Latin America. net income, policyholder’s surplus – insurers’ net management board member Torsten Jeworrek. approach to develop client strategies and reinsurance A report issued by the company, entitled worth measured according to Statutory Accounting Under the current scheme, most terrorism risks are solutions that leverage the group’s risk potential; Reinsurance in Latin America, Especially Brazil, Principles – increased by $26.5 billion to $512.8 covered by Extremus Versicherungs-AG, a venture developing closer broker relationships to support clients’ Shows Growth Potential, says that in Mexico, billion for the first half of this year. unique to terror insurance that was set up by German needs; and building a Argentina and The results have been collated by insurance insurers and backed by government funds. Extremus is dominant presence Brazil, the outlook analysts at ISO and the Property Casualty Insurers owned by 16 insurers, including Munich Re, Swiss Re in niche primary is good for Association of America, and are based on and Allianz SE. The Cologne-based company’s state insurance segments. reinsurance activities. consolidated estimates for all US private property guarantee of h8 billion expires at the end of this year. Currently, the Furthermore, it was and casualty insurers, and on reports that account Jeworrek made it clear that Munich Re ‘is not ready to firm is structured noted that while for at least 96 per cent of all business written by provide fall-back capacity’ to the market, in case the by distribution Brazil has the largest such companies. state decides not to extend its financial backing. and product type. insurance market in However, the industry’s overall profitability as However, in related news, Munich Re has said it will But starting in Latin America, it lags measured by its annualised rate of return on begin to offer insurance coverage to global companies 2008, Munich Re behind the other average policyholder’s surplus slipped to 13.1 per for their difficult-to-insure risks. The move is said to America will have countries in the cent in the first six months of 2007, from 13.5 be the latest in the firm’s ‘changing gear’ programme, a new structure reinsurance market. per cent in first-half 2006 as underwriting results under which it has already pledged to return h8 billion and management Daniel Araujo, credit deteriorated. Net gains on underwriting fell by to shareholders. The programme also takes Munich team to support analyst with S&P, 4.1 per cent this year compared to last, and the Re further away from being a pure reinsurer – some the new strategies. commented: “With combined ratio – a key measure of losses and analysts have already voiced their concerns that the A new National gradual moves to other underwriting expenses per dollar of premium company is at risk from activist investors who are Clients division will more stable economic – worsened to 92.7 per cent this year, from 92 per eager to split its insurance operations from its core have responsibility environments in cent in 2006. reinsurance business. for all Munich dominant Latin According to the report, the deterioration in Jeworrek, however, said the new Special Enterprise Re Group US American countries, underwriting is a reflection of weakness in premium Risks division would provide cover ‘right at the regional property we expect the growth, which is in turn a result of escalating borderline between traditional reinsurance and and casualty development of competition in insurance markets. Premium insurance, and insurance risks that have not been clients, and a new more sophisticated growth also failed to keep pace with increases in insured or could not be insured in the past’. He added Regional Clients insurance products other underwriting expenses, primarily acquisition that he expected the market to be worth over h5 division is also being within the reinsurance expenses, pricing and servicing insurance policies billion over the next five years, with Munich’s share introduced, while the Broker Market division and market. Specifically, in Brazil, the opening up of the and premium taxes. being between h200 and h300 million a year. The Specialty Markets’ responsibilities are also increasing. reinsurance market should speed up growth in the The industry’s net investment income (primarily industry overall.” dividends from stocks and interest on bonds) grew by $1.6 billion, or 6.6 per cent, to $26.1 billion in the first half of 2007 from $24.5 billion in 2006. NAIC modernising Realised capital gains on investment more than quadrupled, rising to $4.2 billion so far for the year. reinsurance By combining net investment income and realised capital gain, overall net investment gains climbed by The National Association of Insurance 19.3 per cent to £30.3 billion. Commissioners (NAIC) in the US is said to be drafting a proposal that seeks to comprehensively modernise reinsurance regulation in the country. Willis doubles Swiss The proposal calls for amending the existing regulatory framework to allow for single-state operations licensing of US reinsurers, and encourages the NAIC to develop a Reinsurance Supervision In a move that confirms its intention to achieve Review Department (RSRD). a leading position on the market, Willis AG, NAIC president and Alabama Insurance the Swiss branch of Willis Group Holdings, Commissioner Walter Bell said he had been has announced the acquisition of Burkart Risk encouraged by ‘supervisory developments in Consulting & Partner AG (BRP). Terms of the deal non-US jurisdictions where robust regulation of were not disclosed. reinsurance has recently been introduced’. In the Established in 1986 as an independent consulting European Union, for example, member states are company, BRP now ranks as one of the country’s in the process of implementing a new reinsurance leading insurance brokers, and maintains close directive. The NAIC’s reinsurance proposal relationships with insurance markets across could ultimately provide a framework for mutual the world. Commenting on the deal, which recognition of regulations between the US and will see Willis double the size of its operations other countries, he added. in Switzerland, Yves Guélat, CEO of Willis The RSRD would also assist in evaluating the AG, said: “BRP has an excellent reputation for extent to which non-US jurisdictions apply client service and a growing presence in the regulatory oversight that is ‘functionally equivalent’ middle market, which offers us an opportunity to US regulation. Under the terms of NAIC’s to expand in that segment. This all makes for a proposal, non-US reinsurers domiciled in such good strategic fit for Willis.” ‘functionally equivalent’ jurisdictions would be Willis AG currently has offices in Zurich, Basel allowed access to the entire US market through a and Geneva, and will buy the entire share single port-of-entry state. capital of BRP from its current owner. All BRP Bell concluded the announcement by saying: “US employees will be integrated into Willis’ existing regulators believe that a reinsurance regulatory infrastructure, bringing the number of Willis framework must also be sufficiently flexible to associates in the country to over 55. accommodate the rapidly changing reinsurance Willis AG’s management is comprised of Yves environment, while providing for appropriate Guélat, CEO; Peter Philip, deputy CEO; Werner levels of financial stability, solvency and Lüthi, chief financial officer; and Andreas Burkart, predictability that are critical to a vigorous market, previously general manager at BRP. Jürg Amrein consumer protection and a strong and secure and Felix Knöpfel, both former BRP employees, insurance regulatory system.” will also join the extended management team.

International Travel Insurance Journal n www.itij.co.uk INSURANCEMATTERS 11

NEWSWIRE EU seeks insurance The saga continues IRDA to set practice overhaul for Friends benchmark wedish banking group Svenska Handelsbanken Following an investigation into the marketplace, Resolution and Friends Provident announced at the It has been reported that the Indian Insurance SAB has agreed to sell SPP, its life and pensions the European Commission has called on insurers beginning of October that they would be holding Regulatory and Development Authority (IRDA) is to unit, to Norwegian insurer Storebrand ASA, at a that operate in the region to either justify or extraordinary general meeting in November that will introduce a new benchmark for valuing insurance price of 18 billion Swedish kronor (US$2.61 billion). overhaul two practices it said create antitrust allow their shareholders to vote on the proposed £8.6- companies, which will become crucial for mergers problems for the continent’s industry. billion tie-up. The insurers also sent out long-awaited and acquisitions in the industry if there is a hike in ank Negara Malaysia is inviting applicants to The Commission highlighted the practice of information on the merger to investors, a move some the foreign direct investment limit. A subcommittee Bmake the country their retakaful base in order aligning premiums for large risk contracts, which experts say could spur Pearl and Standard Life into has been set by the IRDA to suggest ways in which to complement the growth and expansion of the it said could lead to unnecessarily high prices. It tabling their possible counter bids for Resolution. the companies could be valued. global Takaful industry, which is expected to bring in also raised questions about the viability of what it It is thought that the two rivals will begin to try to One method it is said to be considering is the contributions of $7 billion by 2015. called ‘unhealthy’ conflicts of interest by insurance persuade Resolution shareholders to vote against use of Embedded Value (EV), which serves as brokers, which it said might also serve to inflate the deal. The proposed merger has been clearly an indicator of the value of existing business in he Indian Insurance Regulatory And Development prices and reduce consumer choice. opposed by Pearl’s chief executive, Hugh Osmond, the books of a company. At present, the IRDA TAuthority has given in-principle clearance to the “The Commission is serious about making markets who said that it will not yield the optimum return uses the New Business Achieved Profit (NBAP) proposals of Allahabad Bank and Sompo, Japan, to work better, even where that means we need for Resolution investors; with a 16.5-per-cent share, for valuation purposes. IRDA chairman CS Rao float a general insurance company and the IDBI- to question some established market practices,” Pearl is the company’s largest single shareholder. said that although it was still early days for the Fortis application for non-life companies. said commissioner Neelie Kroes. In order to do Greig Paterson, an analyst at Panmure Gordon, industry, the EV concept would, most likely, have that, she continued, the industry needs to ‘reform said that Resolution’s Takeover Panel would be to be adopted by companies eventually. laims payments for the Chuetsu-oki relevant business practices’. However, she didn’t likely to introduce a clause that would force any While EV is an indicator of the value of the Cearthquake that hit Niigata, Japan last month give a timeframe for the industry to justify the potential suitors to table their bids. Clive Cowdery, business in terms of policies written, the NBAP are estimated to reach around US$55.2 million, practices or make changes. Resolution’s chairman, said the company is open multiplier shows the value of the business that said the General Insurance Association of Japan. The practice of insurers, and particularly reinsurers, to bids that are superior to the current merger will be written in the future. NPAB is arrived setting their premiums, and excluding others from opportunity with Friends Provident, but indicated at after various assumptions have been made recent IBM study has found that half of all US offering lower premiums than those of the lead that he was determined to plough ahead with the about the future, but it may not give any pointers Ainsurance customers feel that insurance policies insurer, was one of the most concerning issues the planned deal. Mike Biggs, Resolution Group chief as to the quality of portfolio the company is are not tailored to meet their needs. Commission found executive, supported actually carrying. According to industry analysts, in the industry, said this indication by in the case of a new start-up company, if the rit Insurance, one of the biggest listed Lloyd’s Lesley Ainsworth, a saying that the past record of business growth in the industry Binsurers, warned that second-half profits were partner in Lovells’ publication of is impressive, one would expect the value of a unlikely to match those in the first half due to competition and documents marked company to be driven more by its future growth intense competition and the US hurricane season. EU law practice. the ‘closing stages’ potential, rather than the value of business “This is the one of the merger, while already written, which is EV. However, the aiwan Life Insurance has reported the highest thing in the report Friends Provident estimation of future business may not capture Tlosses of around NT$447 million from sub prime that will cause high chief Philip Moore the true risks that are being undertaken by the exposure among domestic financial firms, said the blood pressure,” said he was still company in question, and therefore would not Financial Services Commission. he said. “It will confident the provide a true indication of the underlying value change the way the merger was ‘the that can be expected by the business to be sold XA has completed the sale of its principal market, particularly right thing to do’. in the future. ADutch insurance operations, comprising in London, works, 100 per cent of AXA Netherlands, Winterthur making it more difficult for the subscription market Netherlands and DBV Netherlands for a total sum to look at the risk and let everybody else tuck in of €b1,797 million. behind them on price.” While the report makes it clear that the practice a bottle of gents in India could see their compulsory is not illegal, the Commission said insurers should Quirky Atraining hours halved from 100 to 50, if the move fast to justify or change it. In practice, it champagne Insurance Regulatory and Development Authority will probably mean the lead underwriter should Claims agrees to a proposal from the Life Insurance Council continue to publish its rates, but others should TO BE WON of India. be able to follow them or undercut them as they wish, said Mr Ainsworth. This month’s claim came to us hina’s insurance companies said total first half The Commission first opened a probe into We have stepped up our campaign to find the from Richard at Marcus Hearn & weirdest, wackiest travel insurance claim, paid or Cpremium increased by 20.7 per cent year on competition in European insurance in June 2005. not, and are now offering one bottle of champagne Company in London, who dealt year to 371.83 billion yuan, according to the China At the time, Ms Kroes said high premiums and every month for the best claim story we receive! with an odd claim from a couple Insurance Regulatory Commission. fees might be hurting small businesses, and the We have had a good response so far, but we know of insureds on holiday in South there are more funny claims out there and we want long-awaited report found evidence to back up to hear them from you. So, send a quick email to America. XA Asia Pacific’s Australia and New Zealand unit this claim. Experts have expressed concern that [email protected] with details of any crazy claims registered a 17-per-cent increase in operating insurance brokers face a conflict of interest when you receive – it only takes a few minutes, and you For the full story, please turn to A could be handsomely rewarded! earnings and 32-per-cent growth in the value of new brokers act both as an adviser to their clients, to page 42. business for the first six months of the year. the insured and also as a distribution channel.

International Travel Insurance Journal n www.itij.co.uk 12 INSURANCEMATTERS

Block exemption Aussie insurers weather storms Editoral blog regulation – The general Australian insurance industry registered competition show no signs of relaxing, and are set nearly AU$4 billion in profits during the 2006–7 to continue into 2008. The competition, although So winter anti-competitive? reporting season, despite severe storm damage particularly prevalent in commercial classes of approacheth in both at home and in the UK, increased competition, business, will also soon be extended to the personal the Northern Following the publication of the European premium pressure, and lower returns on investment, lines, although not to the same extent. In conclusion, Hemisphere. Commission’s final report on business insurance, according to a new KPMG report. Terblanche was quite positive: “Overall, the market the Comité Européen des Assurances is KPMG described the season as having ‘the remains very well capitalised and reserved and the Well we SAY preparing to respond. Stacy Shapiro reports toughest market conditions since 2001’, the year opportunity for growth locally and through overseas winter … with the IHI collapsed. In spite of the difficulties, however, acquisitions and joint ventures remains an option.” apocalyptic visions of Europe’s leading lobbyist for the insurance operating profit after tax improved by 11 per cent climate change we’re and reinsurance industry is concerned about to $3.9 billion, primarily due to increases in gross getting at the moment various aspects of the European Commission’s written premiums and a 30-per-cent increase in we’re expecting final report on business insurance, which was underwriting profit. Christmas lunch on published in September. Though the European Chair of KPMG Financial Services, Dr Andries the beach in Stockholm and London. As for Sydney, Commission (EC) final report is focused on the Terblanche, said of the report: “There is little doubt you’ll be able to cook your food by just leaving it insurance programmes bought by businesses that weather events are becoming increasingly outside. Ski holidays? Artificial snow at the South such as hotels, airlines and shipowners, it catastrophic and this trend is likely to continue. That Pole … Of course it’ll have to be remade every few could have a knock-on effect on personal lines said, insurers are better prepared and more mature days as the temperature rarely stays below zero insurance such as travel insurance. in relation to these lumpish events.” Continuing his degrees for long. And Venice? Yes you can still visit it The Comité Européen des Assurances (CEA) analysis, he noted that while disciplined underwriting by submarine powered by men in black stripy wet will soon send comments to the EC in regard to protected the insurers from any major fallout from suits, aqualungs and a big pole. several aspects of the report, said William Vidonja, the softer cycles of previous years, the commercial CEA’s head of single-market and social affairs in market and compulsory third-party market are now Yes … you guessed it, it’s been quiet on the Brussels. In particular, the CEA will reiterate its softer than they once were. Both have benefited markets this month. belief that the block exemption regulation (BER), most from the tort reform that followed the IHI which allows insurers and reinsurers to share collapse, but ‘the emerging recognition of the The end of the summer season is usually a busy certain technical information and policy wordings, positive impact of tort reform on historical reserves time of year for assistance companies, September should be renewed when it expires in March 2010. is however now obscuring this softening market’. and October having more than their share of the The EC final report has called certain uses of the “These reserve releases will not last,” Terblanche over-fifties travelling. And of course this time of year block exemption ‘anti-competitive’, but the CEA warned, “and insurers must keep an eye on heralds the annual march of the Snowbird in North says that, on the contrary, the block exemption can commercial and CTP premiums.” America … that mass migration of Canadians be beneficial to competition. The report predicted that current levels of to warmer climes for the duration of the winter “It leads to the opening of markets to new … stand by cardiac specialists (and that’s just for players and small and medium-sized insurance underwriters footing the bill). undertakings, thus enhancing the variety of Insurers take Asia by TV products to the advantage of consumers,” the CEA What else… stated. “The BER also facilitates insurability of risks Some of the world’s largest insurers have hit on a late-evening television. Thanks to the move, sales through pools, joint calculations and studies.” new medium by which to sell insurance direct to at all companies are up, and brand recognition has Oh yes, there’s the annual migration of all the great The CEA hopes to take part in discussions on the consumers in Asia: home shopping networks. also improved. Some, such as MetLife Inc., have and good in the industry to convene and confer and upcoming revision of the insurance mediation In recent years, South Korean subsidiaries of gone on to launch similar campaigns in Taiwan and discuss matters of great import, this year in Venice. directive, which was flagged up in the EC final report, foreign insurers, such as American International mainland China. Prudential’s market share before It’ll be a quiet few days then… said Mr Vidonja. This revision will tighten regulation on Group (AIG), Prudential plc and ING Group, have it started was just 0.03 per cent; it has now grown the disclosure of remuneration between insurers and pitched term-life policies directly to people on to 2.3 per cent. insurance intermediaries such as agents and brokers, Korean consumers did not take Ian Cameron Editor-in-chief whether they sell by phone, in person or online. long to warm to the idea of [email protected] “At present, even where remuneration disclosure buying insurance from the TV takes place, it does not always appear to be – for the year ended 31 March complete, clear and understandable to the client,” 2007, TV sales of insurance TV campaigns. says the EC final report. products hit $861 million, a The pitches tend to last between half an hour The EC final report was published following more rise of 43 per cent on the year and an hour, and are run between 8 p.m. and than two years investigation into the competition before. This figure still only midnight on dedicated shopping channels, after – or lack of it – in Europe’s £375 billion non-life accounts for just 1.2 per cent the country’s popular soap operas. They are a insurance industry. The final report also suggests of the total Korean insurance blend of talk shows and news, with the occasional that co-insurers and joint reinsurers should review market, but TV exposure has customer testimonial or endorsement from a their practices to make sure that they comply with provided foreign insurers with celebrity. Insurers reportedly chose this time in competition law, and that further investigation a platform to gain a foothold order to tap into a valued market in South Korea: is needed into the wide variations in profitability in a market dominated by the female homemakers, who usually handle family between sectors of insurance, and between the Samsung Group and Kyobo Life finances and are traditionally the ones at home insurance and reinsurance industries of different Insurance Co. – both of whom watching the soaps while their husbands go out European Union countries. have recently started their own for drinks after work.

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

14 INSURANCEMATTERS

Generali aims high Germany’s Allianz. Its unusual governance arrangements, TRIA extension won such as having two chief executives and, until very NEWSWIRE Italian insurer Generali has said it plans to double its recently, no chief financial officer, have been perceived The US House of Representatives has voted to extend dividend and increase its profits by 60 per cent over as unwieldy and inefficient in today’s market. In response and widen the government’s post-9/11 terrorism risk iscox, the Bermuda-based insurer, has the next three years as it seeks a swift improvement to the criticism, Generali has acted by appointing its head insurance programme, pleasing businesses and defying a Hreported profit before tax of UK£105.6 in performance. The new financial targets have been of financial reporting, Raffaele Agrusti, to the position of White House veto threat. million, up from £61.3 million last year. Gross CFO, along with several other management reshuffles. By a vote of 321 to 110, the House approved renewing written premiums increased 17.3 per cent to £733 Giovanni Perissinotto, one of the chief executives, told the Terrorism Risk Insurance Act (TRIA) until and million. The Financial Times that he would be taking charge of including 2017, making sure that the US government is human resources and mergers and acquisitions, but that the insurer of last resort for massive damages following a urich reported net income of US$2.7 billion, the group would continue to have two men at the helm: terrorist attack that private insurers cannot handle alone. Zan increase of 33 per cent. Global life new “If something works, don’t change it.” TRIA was originally passed in 2002 as a stopgap, and business value was up 51 per cent, with new The company is hoping fo r profits ofm 3.8 billion by is set to expire on 31 December this year, unless it business margin of 24.1 per cent. the end of 2009, almost 60 per cent higher than 2006 is also extended by Congress. The bill passed by the and well ahead of any analysts’ expectations. Antoine House would also add life insurance to the TRIA remit; viva reported worldwide sales up 25 per cent Bernheim, chairman of Generali, has also talked about broaden its coverage to domestic terrorism as well as Ato £19,294 million, with a record half year in giving the group’s market capitalisation a substantial foreign; and mandate nuclear, biological, chemical and the UK, which had a rise in sales of seven per cent, approved by the board, and are said to be part of the boost as part of a process of increasing its worth and radiological attack coverage under certain conditions. In higher margins, improved service and lower costs. response from Italy’s biggest insurer to investor demands helping to keep predators at bay. He also said that back- for better efficiency. room operations would be merged in Italy, bringing XA’s net income for the first half of the year Generali has come under fire in recent years for losing with it the loss of around 1,000 jobs, or 15 per cent of Awas up 16 per cent to m3.2 billion, up 10 per home ground to competitors such as AXA of France and the relevant staff. cent on last year. Life and savings new business value was up by 21 per cent. ACE granted new license rench reinsurer Scor said its first-half turnover Fhad increased by 55 per cent to m2.123 billion. The Central Bank of Bahrain has granted a new license office, established in November 2006, of ACE INA Gross written premiums have gone up by 59 per to ACE American Insurance Co., a US subsidiary of Services UK, and ACE Arabia Insurance Company, a cent. ACE Group, to establish a branch office in the region. locally incorporated insurance firm that was established The insurer will underwrite commercial property and in the country in 1989. addition, the legislation would change the damage levels K-based Royal & SunAlliance enjoyed net casualty insurance and reinsurance from its regional hub Giles Ward, the firm’s regional director for the Middle that trigger TRIA, which both backers and opponents Uwritten premiums of £3 billion in the first half in Bahrain. Bermuda-based ACE said in a statement that East and North Africa, commented: “The establishment agreed has served to stabilise property insurance markets of 2007, with an operating result of £403 million. it hopes to begin operations soon, with the initial focus of this branch and our ability to write local business with hammered by the 9/11 attacks. being placed on oil and gas, power generation, large the backing of strong financial ratings is a key part of our President George W Bush has threatened to veto apanese insurer Millea Group expects an and/or complex property risks, construction, casualty strategy to develop our presence in the region. We the house bill, arguing it would make TRIA virtually Jestimated loss of 1 billion yen from exposure and directors and officers insurance. As the business intend to build on this quickly through the recruitment permanent, and that it is impeding growth of private to subprime loans as most of its 26.2 billion yen develops further products lines will be added. of underwriters and engineering experts to deliver sector terrorism insurance. In the House, some exposure relates to financial transactions that have The new branch is in addition to a new representative innovative and client-focused insurance solutions.” Republicans criticised the bill, saying: “It is a great deal received an AAA credit rating. for the insurance companies. We all acknowledge that it subsidises them at the expense of the taxpayers. aiwan Fire & Marine Insurance Co, the lead Terrorism insurance markets have stabilised … Tinsurer for the China Airlines jet that exploded policyholders are requesting and receiving coverage. in Japan in August, said the accident would not This bill replaces what has been a successful, affect its earnings goals for the year. temporary mechanism … with legislation that, instead of scaling back the federal backstop, expands the nsurers may have to pay out around $2 billion to government role greatly.” Icover losses stemming from hurricane Dean, said The Risk and Insurance Management Society, a storm modeller Eqecat Inc. non-profit organisation dedicated to advancing the practice of risk management, issued a statement XA France has announced the agreement of strong support of the TRIA extension: “RIMS is Ato acquire full ownership of Nationale Suisse pleased that the bill makes significant improvement to Assurance, the French affiliate of insurance group the current TRIA programme, particularly the 15-year Nationale Suisse. extension, which will encourage continued economic development by providing stability to the terrorism roupama had a premium income of m6.686 insurance issue for years to come.” Gmillion, a 3.2-per-cent rise on last year, with a net profit ofm 506 million. Spotlight on NU XA has acquired broking firm The Davis Group, Athrough its subsidiary Venture Preference Ltd, Andrew Moss, new chief executive of Aviva, is said which also owns the recently acquired Smart & to be considering the future of the insurer’s flagship Cook, Stuart Alexander and Layton Blackham Norwich Union (NU) brand – one of the most businesses. recognised companies in the UK. However, Mr Moss wants to transform Aviva, Britain’s biggest insurer, into a more powerful global brand to help it compete with bigger international rivals. Aviva insisted that no decision had been taken with regards to the future of NU, and Life sales lift Irish Life insiders say the brand is very unlikely to be ditched overnight. From now on, UK policies are probably Irish Life & Permanent, the Dublin-based bancassurer, going to be jointly branded by NU and Aviva, to test has reported a 56-per-cent increase in first-half, customer reaction. Aviva is believed to be analysing its pre-tax profits, driven by strong sales of life insurance heavy investment in its own brand and comparing it to products. The firm’s pre-tax profits for the six months the recognition enjoyed by NU in the UK. ending 30 June rose from m214 million to m335 The move by Moss is a clear break from the past, million. Operating profits were up by a third, tom 321 and comes just days after Moss officially took over million. Sales of new life policies increased by 41 per the job as chief executive. His predecessor, Richard cent, benefiting from the maturing of the government- Harvey, was closely associated with NU, and when it backed special savings investment accounts. merged with CGU in 2000 to create CGNU, which However, profits from Allianz Ireland, the general subsequently became Aviva, the NU brand was insurance joint venture with the German insurer, retained in the UK. Mr Moss now has to come up slipped from m19 million to m18 million. The results with ways to boost his company’s flagging share price; were, however, boosted by a m10 million adjustment if he is unsuccessful, the insurer could quickly become that was applied to reflect the changes in interest rates a target for a predator. and short-term fluctuations in equity markets.

International Travel Insurance Journal n www.itij.co.uk INSURANCEMATTERS 15

PPI review shows mixed results Following the release of the Financial Services Authority’s they are eligible for insurance, what they are covered the kind of (FSA) latest review on the sales of payment protection for and how the protection fits in with the customer’s improvements insurance (PPI), Stephen Haddrill, director general needs were all issues raised by mystery shoppers as in their sales of the Association of British Insurers (ABI), said: “We part of the sales process they were unhappy with. practices that are pleased that the FSA recognises the progress the Given that Richard Hayes, chief executive of Hadenglen the regulator has industry is making in improving this market. Industry Home Finance plc was personally handed a fine of been demanding initiatives to improve customer understanding are having £49,000 at the beginning of September, alongside the for years.” a positive impact: the report shows that customers are £133,000 fine that was levied against the company, Giving an now told that this cover is optional, and refunds are senior management can no longer expect to avoid update on available on single premium policies that are cancelled.” individual sanctioning when their firms are found to be its review of Conversely, the latest round of PPI mystery shopping acting improperly. Simon Burgess, managing director of the market, by the FSA still produced some highly unsatisfactory PPI specialist Britishinsurance.com, has little sympathy the FSA said results, and found that some firms are still not giving for those who will bear the brunt of the FSA’s wrath it had referred four firms to Enforcement for report, 11 firms have stopped selling PPI either customers clear enough information about PPI in weeks and months to come: “PPI providers and further investigation, with around 20 more being permanently or temporarily until they can guarantee products. Details of how much the policies cost, why distributors right across the board have refused to make considered for the same fate. According to the an improvement in their practice and procedures.

he Association of British Insurers has warned Tthat insurance companies must cut their own greenhouse gas emissions and help their customers do the same, or else face soaring claims bills.

he Indian non-life insurance sector’s profitability Thas jumped by 17 per cent on the first half of this year over the same period last year, which analysts say is due to the burgeoning economy of the country.

udget airline One-Two-Go is negotiating with its Binsurer to raise the compensation for families of victims who died in the Phuket crash, from the US$130,000 offered to at least $150,000 per victim.

SBC Holdings has said it will open an Hinsurance business in Taiwan, as it aims to tap into the fourth-biggest Asian insurance marketplace.

M Best has awarded the US business of Aviva Aplc an A+ rating as part of its annual review of the group’s business.

urich Financial Services Group has announced Zthe acquisition of 100 per cent of Wexford, Ireland-based Wrightway Underwriting Limited, following receipt of the necessary approvals.

oreign insurers in China are expecting to raise Ftheir combined market share to 10 per cent in three years’ time, despite difficulties in training and recruitment, and risk in distribution channels, according to PricewaterhouseCoopers.

ssicurazioni Generali has been granted a Alicence from India’s regulator to operate in life and non-life insurance through the Future Generali Life Insurance Company and the Future Generali India Insurance Company.

rench reinsurer Scor’s second-quarter net Fprofit has more than doubled, boosted by the acquisition of Revios and improved underwriting processes.

tandard & Poor’s has affirmed the AA/stable Soutlook financial strength rating assigned to MAPFRE RE and MAPFRE Empresas, two entities of the MAPFRE group.

ew York State Insurance Department has Nannounced that Allstate Insurance Company and its affiliates have agreed to stop basing their decision to refuse or renew homeowners policies on whether or not policyholders have car of life insurance policies with them.

otal premiums in the Syrian insurance market Tgrew by 25 per cent year-on-year to reach SY£4.28 billion (US$83.45 million) in the first half of 2007.

International Travel Insurance Journal n www.itij.co.uk 16 INSURANCEMATTERS

Reinsurance clouds on the horizon XA and Bao Minh Insurance Corporation Two years of high prices and profits for many hurricanes in the US, means reinsurance Ahave announced that they have reached an reinsurers, together with an absence of damaging companies currently have a lot of cash available. agreement to establish a strategic partnership in However, many in the industry said at the the Vietnamese insurance market. AXA will acquire recent reinsurance industry’s annual get- 16.6 per cent of Bao Minh as part of the deal. PIA urges Congress together in Monte Carlo that the good times may be coming to an end. otal insured losses from Hurricane Humberto to reject proposal According to James Veghte, head of Bermuda- Tare not likely to exceed $500 million, according based XL Capital’s reinsurance operations. to Risk Management Solutions. The National Association of Professional Insurance “There is no question that there is competition Agents (PIA) in the US has urged Congress not to and pressure across virtually all lines of brought against executives running companies that are anada-based Totten Insurance Group has been accept proposals to create a federal insurance regulator, business.” Another reinsurance executive reckoned caught up in the mess. This, it is predicted, could lead Cacquired by a subsidiary of Hub International and to instead opt for supporting improvements to the that without the arrival of a catastrophe soon, price to claims under directors’ and officers’ insurance policies Limited. Totten develops niche insurance products current, state-led system. In testimony submitted to the reductions at January renewal would be ‘pretty brutal’. – policies that protect executives from paying out in cases and provides solutions for unusual lines of business. House Financial Services Committee, the PIA said that So far, this year has not seen any massive hurricanes hit that arise from their decisions as directors. consumers are best served by an insurance system that the US shores, but unlike last year, when there were very Swiss Re chief executive Jacques Aigrain is more optimistic unich Re has opened a retakaful branch in is regulated on a state-by-state basis. few claims made overall, this year has seen a number of – he suggested that the crisis in the credit markets could MKuala Lumpur to serve as its international In its statement, the PIA said: “In response to the costly weather events, including floods in the UK, which actually herald good news for insurers. In his opinion, platform for takaful business. constantly changing needs of a dynamic insurance are expected to inflict claims of around £3 billion. Insurers the credit crunch has forced the industry to reassess the marketplace, PIA supports state efforts to simplify will absorb most of the bill, but nevertheless, Wilhelm prices being demanded for bearing risk across the board. remium income collected in China in the first and modernise insurance regulation through the Zemmer, chief executive of Hannover Re, expects As reinsurance involves the bearing of risks, he continued, Phalf of the year reached ¥486.61 billion, an established state regulatory system. These efforts reinsurance prices to react to the claims. then ‘the pricing of reinsurance could be perceived as increase of 22.6 per cent on last year, according to include the establishment of interstate compacts to Reinsurers have raised several other concerns recently, being sustainable’. He did say, though, that the recent the China Insurance Regulatory Commission. streamline state-to-state regulatory activities.” not least the impact of the American sub-prime mortgage market turmoil would most likely increase volatility with PIA pointed to a least eight states that have either crisis. One fear held by many is that lawsuits could be the reinsurance industry’s balance sheets. ssurant Solutions’ affiliate in the UK has already passed or are in the process of adopting Aacquired Centrepoint Insurance Services resolutions that urge Congress to keep insurance a Limited, a buildings and contents distributor to state prerogative. In addition, it said, groups including New Thai regulator to enlarge trade financial intermediaries. the National Governors Association, the National Conference of Insurance Legislators, the National The Office of the Insurance Commission (OIC) in appropriate rate of contribution by insurers to the new Conference of State Legislatures and the National Thailand, the country’s newly created insurance industry policyholders’ protection fund. Taiwanese outlook Association of Insurance Commissioners all oppose regulator, has vowed to expand the size of the industry The OIC was transformed from the former Insurance the creation of one regulator. to between four and five per cent of the country’s gross Department on 1 September this year, under stable The PIA statement also demonstrated opposition domestic product over the next three years, from 3.3 amendments to two insurance acts that received to proposals that would establish a bifurcated dual per cent now. cabinet approval late in August. The new regulator The future of Taiwan’s life insurance industry is regulatory structure under an Optional Federal Chantra Purnriksha, the OIC’s acting secretary general, is overseen by the Finance Ministry, whereas before stable, with moderate industry risk and increased Charter scheme. In the PIA’s opinion: “Permitting a said that as an independent body, the OIC is able to it had been the domain of the Commerce Ministry. operating flexibility, according to a report from subset of competitors in the insurance marketplace act quickly, flexibly and independently, so that moves to According to Ms Chantra, the new body is poised to Taiwan Ratings Corp, a unit of Standard & Poor’s. to evade state law artificially confers upon large, improve the industry can be made without unnecessary push forward industry proposals such as an increase in “Stable economic conditions and improved national entities that are positioned to accommodate government interference. Ms Chantra mentioned annual income tax deductions for life premiums from operations flexibility have enabled insurers to dealing with an alternative federal regulatory various routes for improvement, including offering 50,000 baht to 300,000 baht, tax breaks for group manage themselves more proactively in terms of scheme an unfair competitive advantage over their more tax incentives, good corporate governance and insurance and value added tax exemptions for sales products, channels and investment, and to diversify smaller, regional or local competitors.” And if that increasing the financial security of insurance companies. agents and retirement products. their revenue,” said Susan Chu, director of financial wasn’t clear enough, the statement then continued: “Through these efforts,” she continued, “we expect to In support of the moves, Sara Lamsam, president of services ratings. However, she added, ‘strong “Whether optional or not, dual or exclusive, PIA be able to increase written premiums to 600-700 billion Thai Life Assurance Association and Muang Thai Life competition and a volatile investment environment strongly opposes a federal regulator for the business baht, or four to five per cent of GDP.” Assurance, said: “It must be accepted that Thai people are likely to be key sensitive factors affecting of insurance for one overarching reason: one is not A workshop to introduce the OIC to insurance industry buy insurance products not only for the sake of life the sector’s needed.” The PIA pointed to evidence of continuing executives was attended by hundreds of managers, protection but also tax deductions. Tax incentives performance’. profits and robust financial health of the industry and resulted in some proposals being made to the new are very important, as they stimulate awareness and Enhanced asset as a whole to show that the current system is not body, including the establishment of a ratings bureau, interest in Thai people, just 17 per cent of whom now and liability broken, and does not, therefore, need to be fixed. certification requirements for sales agents and an hold life policies.” management, and a healthier product mix of in-force business, should help the sector to maintain capital strength and current growth levels over the medium term, said the ratings company. In the opinion of Steven Chen, an associate of Taiwan Ratings: “Negative interest on old policies with guaranteed rates have led to the industry’s mediocre operating performance in recent years, though legacy burden is likely to improve in the medium to long term. The industry’s return on assets averaged only 0.42 per cent from 2004 to 2006, although performances vary among individual insurers.” Taiwan Ratings has said that life insurers in the country all suffer from significant duration mismatches between assets and liabilities, due mainly to the island’s somewhat underdeveloped capital markets and regulatory restrictions. In order to reduce the disparity, it said, most insurers have increased their overseas investment exposure in search of higher yields and longer duration, although this, in turn, has increased the foreign risks the companies are exposed to.

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

18 AIRAMBULANCENEWS

Air Ambulance Broker launched Raisbeck receives Oz pilots in laser Insurers and assistance companies can now buy air respond, with no opportunity to re-bid. In order to EASA approval attacks ambulance services through a new Internet-based help buyers to make an informed choice, each quote application, Air Ambulance Broker (AAB), part of automatically includes a profile of the provider, and Raisbeck Engineering has received EASA European Australian aircraft pilots, their passengers and crew Harley Hawkins Group LLC. results of customer satisfaction feedback. certification for its ZR Lite performance system for the are having their lives endangered by repeated attacks Company principal Aaron Hawkins said: “The Mr Hawkins argued that the single-bid restriction Learjet 31. Learjet 31A-136 was test-flown by EASA from the ground by £4 laser pointers. Miles Clarke system is designed by the very people who have will lead to greater pricing integrity and, ultimately, test pilots and the company’s own certification pilot at sends us the latest from Sydney bought, negotiated and partnered with air ambulance improve safety: “The bidding wars and online Raisbeck’s flight test facilities in Seattle. companies for more than 20 years.” He continued: “It auctions that we’re seeing today are creating artificial Certification for the Learjet 31 follows the same There have been a number of instances where laser is common for assistance and insurance companies to price points. It is extremely difficult for operators recognition that was given to the ZR Lite system as pointers have distracted pilots during the last critical spend hours placing phone calls, faxes and emails to who maintain industry best practice standards to installed on the Lear 35/36 fleet in 2006, which has moments before touchdown. In the most recent secure one air ambulance transport. With AAB there compete without making sacrifices. Those sacrifices been much heralded by European operators. ZR incident, the pilot of a rescue helicopter in Sydney had is just one online request which is sent to licenced air can be to the detriment of patient care and/or aircraft Lite systems have now been installed on Wal-Mart’s to abort his landing procedure after being dazzled by a ambulance providers operating in the region where operating safety.” fleet of 14 aircraft, and on NASCAR champion Rusty green laser beam which strafed the cockpit as he was they need assistance. The entire online engagement Requests for quotes should include details such as the Wallace’s Learjet 31. landing with a patient suffering critical head injuries. process can be completed in under 20 minutes.” patient’s location, destination and medical condition, The package is designed to give the aircraft faster The pilot was landing at Royal Prince Alfred Hospital, Buyers of air ambulance services can use the AAB and how the buyer will pay for the evacuation. Buyers climb, higher initial cruise altitude, and save 10 per following a night-time dash across the city from Nepean website for free, while providers pay a ‘nominal’ can also view and request quotes for ‘empty legs’ cent or more in block fuel. It also extends range by up Hospital, on the western fringe of the city. The beam was transaction fee of US$39 to respond to a buyer’s posted by providers, set up empty-leg alerts, or search to 14 per cent, depending on the cruise altitude. directed from the neighbouring suburb of Marrickville, request for a quote – they have one chance to for charter aircraft without medical crews. a densely populated inner suburb of Sydney, making detection of the perpetrator extremely difficult. Eurocopter is pick “The laser distracted me whilst 21st century phones for Ornge I was flying and caused me to of the bunch stop doing a pre-landing check Ornge, North America’s largest provider of aeromedical equation of providing speedy care to all those in one which delayed landing with our transports, will now use state-of-the-art Latitude million square kilometres of land. Eurocopter, the helicopter unit of EADS, has won patient. Some of these lasers Technologies Skynode satellite phones for its air to ground Ornge officials said Skynode was chosen thanks to its a contract to provide 223 helicopters to the Polish can cause permanent eye communications. features, product quality and the company’s industry Emergency Medical services, according to the damage, which is quite scary Steve Farquhar, director of operations for Ornge, said: experience. According to Latitude’s vice-president of country’s health ministry. when you’re trying to get a “Clear lines of communication amongst our doctors and business development, Harlan Hamlin: “The Skynode Eurocopter, which is owned by French, Spanish and critically ill patient to hospital,” communications staff on the ground and our medics S200 is the smallest, lightest German parties, beat British-Italian rival said air ambulance emergency in the air is an integral part of ensuring quality patient device to provide voice, flight AgustaWestland in the tender process. medical helicopter pilot, Darryl Humphries. “Pranks like care. Our medics and physicians rely on this technology tracking and two-way data The financial details of the deal were this really frustrate all of us, I don’t think people realise the to exchange patient information from admission for communication for aircraft not disclosed, although it is estimated severity of what they are doing.” transport to completion of transport.” anywhere on the planet.” to have a value of m5 million. It was the second time in three weeks that Darryl The challenge of managing accurate and reliable The S200 will be installed The Polish emergency helicopter Humphries had been the victim of such an attack. There communications technology in an area as large as immediately in all Ornge service already has one Agusta A109 has been a spate of attacks around Australia in recent Ontario is daunting, as it occupies nearly 11 per cent Sikorsky S76 rotor-wing Power helicopter, bought in 2005, months, with the national carrier, Qantas, being targeted of Canada’s total land area. Therefore, dependable aircraft and the in the and several obsolete Soviet-built on a number of occasions. Most recently, pilots of aircraft communication tools are an essential element of the company’s King Air 200 fixed-wing aircraft. Mi-2s, whose use will become impossible after 2010, in Brisbane and Darwin have had red laser beams aimed due to European Union rules. into their cockpits and eyes. Since the start of 2006, there have been 170 reports of laser lights being beamed at aircraft. The pointers are Texas Life Star to effective to as much 10,000ft, making it nearly impossible sell subscriptions for authorities to catch offenders. Grayson County commissioners have allowed Texas Guam service Life Star air ambulance service to sell subscriptions in the county, although the authorities were swift to point introduced out that they were not endorsing the company or the subscriptions it is selling. However, two commissioners The wait for an air ambulance service on the island of reportedly said to a local paper that buying the Guam is finally over, thanks to the arrival of a Westwind subscription seemed like a good idea. Local emergency II twin-engine jet, which will provide aeromedical services providers said the matter is a ‘consumer transportation for citizens and tourists alike. Aviation decision’ and that the county is right to allow consumers Concepts Inc. (ACI) bought the jet, which will be choice in their emergency service provision. operated by CareJet air ambulance company, which is Commissioners questioned Robert Hood, community awaiting approval by the Federal Aviation Authority (FAA). events co-ordinator for Texas Life Star, about what ACI general manager Elsie Quenga said that while a consumers might expect if they were to purchase a patient may need to be stable for several days before subscription from the company, and who would be they can be transported aboard a commercial airliner, in charge of making the decision whether or not a critically ill patients will now be able to leave immediately patient’s injuries warranted the use of an air ambulance on the jet, with a nurse and doctor in attendance. “This or ground ambulance. Hood replied by saying that is only for those in critical care,” she continued, “those what consumers get is peace of mind, knowing that if who need to get out of here within a few hours for them they do need air ambulance assistance, they will get to survive. Our main goal is critical care and the closest the necessary treatment without ever receiving a bill places are Manila and Japan. But we will have to fly to – whether the person is insured or not. He added places like Hawaii if the patient is required to.” that medical personnel at the scene of an accident or a Terry Habeck, president of ACI, commented: “This is medical doctor treating the patient decide if a person is good news for the Pacific. Maybe the next level of care in need of an air ambulance transport. for someone in Pohnpei or Chuuk may well be here. If Commissioners also wanted to know who would take they need additional support to keep them alive aside the decision of which air transport company to use at from the clinics that might be out there, they may need a given accident scene if more than one company is to come here.” allowed to sell subscriptions in the county. In response, While ACI awaits its FAA certification, the firm is co- Jeff Jones, fire chief for the city of Sherman, said first ordinating the medical team that will be onboard during responders will tell dispatchers if there needs to be an air the transports, and is also working with insurance ambulance in attendance, and it will be up to dispatchers companies and other stakeholders to sort out funding to find and send the closest air ambulance. Jones said for the flights. “I think there are a lot of lives in the past his employees would not be taking the time to look for that would have been saved if this service had been bumper stickers on cars or cards in wallets to see which, available,” said Habeck, “but we’re certainly going to if any, company the injured party is subscribed to. save a lot of lives with this in the future.” International Travel Insurance Journal n www.itij.co.uk AIRAMBULANCENEWS 19

Hamad Medical Corp. gets airborne Hamad Medical Corporation (HMC), based Corporation will buy several helicopters for use Spotlight on Eurocopter EC135 in Qatar, is reported to be introducing an air as air ambulances, and Sikorsky are rumoured to ambulance service for have been selected as transport of severe suppliers of the vehicles emergency cases and with one order already patients in far-fl ung areas. having been placed. The medical group is said HMC badly need a to have already built a helicopter facility in helipad located on the order to deal with roof of a multi-storey emergency cases car park within the requiring transport HMC premises, and to from distant parts have carried out testing of the country, says of the pad. HMC have local newspaper consulted with various the Peninsula. As authorities, such as the an example, the Civil Defence, to identify publication mentioned and resolve any problems a previous the incident in the system. Services where a helicopter was are expected to begin requisitioned from the sometime this month. authorities to collect The head of emergency an expatriate who had service at HMC, Penny suffered spinal injuries The EC135 is a light twin-engined, multi-purpose helicopter of the two to three-ton class with space Price, was quoted following ‘daredevilry available for up to eight seats for pilots and passengers. Underlining its multi-role capabilities, it can even as saying that the on the dunes’. be operated by single pilots IFR as an option. The helicopter uses the latest technologies, such as advanced cockpit design, modern avionics, anti- torque devices and all-composite bearingless main rotor system, giving impressive manoeuvrability. Optimised main rotor blades with advanced tip geometry and unequal blade spacing make the EC 135 New owner for Spectrum Aeromed the quietest helicopter in its class, bringing it 6.5 dBA below the ultra-induced ICAO limit. The built-in anti-resonance system fi lters rotor-induced vibrations and this enhances fl ying comfort to a maximum. Spectrum Aeromed has been acquired by Dean be client focused. I am excited about the possibilities Atchison, a former bank president, who becomes and it is our goal to design and manufacture the best Capacity: Flight crew 1/2 Engines: 2 Pratt & Whitney turbine president and CEO; his brother, Dr Scott R Atchison, life support equipment and custom medical interiors Medical crew 2/4 engines or 2 Turbomeca turbine engines a board-certifi ed anaesthesiologist with 27 years’ available anywhere in the world.” Stretchers 1/2 experience, has been named medical director. Spectrum Aeromed has a reputation for the Width (rotors extended): 10.2m The company is based in Minnesota, US, and quality and fl exibility of its products. It produces Max t/o weight: 2,910 kg Specifi cations manufactures air ambulance equipment for fi xed both dedicated and quick-change air-ambulance Fuel capacity: 560.4 kg and rotor-wing aircraft. It employs 16 staff, but Mr products, covering over 150 makes and models of Atchison suggested he plans to expand: “It’s a small aircraft, including the Seat Rail Adapter which allows business, but we’re going to change that.” a wide range of aircraft to be quickly converted Speaking of the acquisition, Mr Atchison said the from standard confi guration to an air ambulance. concept was ‘too exciting to pass up’, adding: “I had Looking to the future, Mr Atchison said: “It’s a been searching for an entrepreneurial opportunity new day at Spectrum Aeromed. By combining the and Spectrum Aeromed had everything I was looking existing engineering and manufacturing staff with a for. Spectrum Aeromed has talented people making a fresh and insatiable energy, we can carve a niche in quality product. Our size allows us to be fl exible and this industry.” RFDS receives funding The Australian Minister for Communications, relevant health information on patients available Information Technology and the Arts, Senator the to RFDS doctors and other authorised health Hon Helen Coonan, has announced that the Royal professionals that treat people in remote and rural Flying Doctor Service (RFDS) will soon be the regions of the vast nation. benefi ciary of AU$2.7 million, through Australian Senator Coonan continued: “The RFDS will Government Clever Networks funding for its have the right information available for the eHealth for Remote Australia project. right person, in the right place at the right The plan, according to Senator Coonan, is that time, to enable assessment to be made during ‘eHealth for Remote Australia will give the Flying flights and preparations to be made on the Doctors access to essential medical history ground to receive patients. Mobile access to information of more than 750,000 Australian living the electronic medical record system will also in remote and isolated areas of New South Wales, provide the benefits of financial savings, better South Australia, Queensland and Western Australia’. risk management and improved recruitment and The project makes medical histories, allergies, retention of health professionals.” immunisations, current medications and other The project is being led by the RFDS, who are also in partnership with SingTel Optus Pty Ltd, Alphawest Services Pty Ltd, Intel Australia and Cisco Systems Ltd. Senator Coonan finished the announcement of the innovative project by saying: “The Australian government recognises it is not what broadband ‘is’, but what it can deliver that is important. Through the $113 million Clever Networks programme, the government is stimulating the creation of broadband-enabled technologies and applications that have the potential to improve in a very significant way the health and education outcomes in rural and remote Australia.” International Travel Insurance Journal n www.itij.co.uk 20 HEALTHMATTERS

Risks up for DVT Quick bird flu A team of Dutch scientists has made a study of all the DVT cases in both flyers and non-flyers, and test devised regular air travellers, and has discovered that verified them with medical records. They have people who fly are more than three times more calculated from these results that the risk of DVT Scientists in Singapore say they have created the likely to develop deep vein thrombosis (DVT). among flyers is 3.2 for every 1,000 people flying a world’s first hand-held device that can detect the The research, funded by the Dutch government year. The tallest flyers were 3.6 times more likely deadly H5N1 bird flu virus within 30 minutes. and the European Union, also found that certain than non-flyers to suffer from it, and the shortest The researchers said it is able to isolate, purify and travellers were most at risk, namely those who were at 6.3 times greater risk. amplify the viral DNA from throat swab samples are obese, are particularly short or tall, women DVT is the formation of a blood clot in an and then identify it. The hope is that the kit could using the pill and under-30s. The team suggested undamaged vein, often due to a lack of help to contain any outbreak of the virus that airlines should create more adjustable seats exercise, which prevents blood from much more easily, as other available tests with more leg room for the tallest people to being returned to the heart. Symptoms take several hours to produce results. prevent DVT. include pain, redness and swelling, Writing in the medical journal Nature The study, which followed nearly 9,000 business and if part of the clot becomes Medicine, the team of scientists from people for five years, concludes that on average, dislodged, it can lead to Singapore’s Institute of Bioengineering and the condition occurs once in every 4,656 a life-threatening Nanotechnology said the new kit would individual journeys. According to one of the blockage in a blood be able to test people rapidly, either at the researchers, Suzanne Cannegieter, the study vessel leading point of infection or at transport centres clearly shows that ‘this could be prevented if to the anywhere in the world. They claim that seats were adjustable or there was more space’. lungs. their device is ‘equally sensitive and 440 Although the risk of DVT in airline passengers per cent faster and 2,000 to 5,000 per relative to the rest of the population has been cent cheaper’ than other tests that are studied before, the Dutch team is the currently commercially available. The kit first to calculate the ‘absolute could be especially useful in countries Ill-prepared to cope risk’ of it occurring. The or regions where basic health resources team surveyed 8,755 are lacking, and an outbreak could go with illness employees of large undiagnosed due to a lack of facilities. companies. Over A new report issued recently by US insurer Marsh five years, 6,440 of and the Albright Group, led by former politician them clocked up more than 300,000 flights, while Fish drafted in to fight malaria Madeleine Albright, has warned that the catastrophic the rest did not fly at all. The team then recorded impacts of a long-lasting pandemic are not just likely Kenyan researchers have hailed a humble fish as that any field data has been published in the use to happen soon, but are long overdue. Corporate the latest weapon in the battle to curb the spread of fish as mosquito controllers. The study authors Pandemic Preparedness: Current Challenges to and Further Ebola of malaria, a disease that causes millions of deaths suggested that for Kenyans, the fish could prove Best Practices for Building a More Resilient Enterprise worldwide every year. Nile Tilapia, a fish more a win-win investment. In addition to limiting states the impact of a pandemic is likely to exceed cases seen usually seen on dinner tables in the country, has been mosquito populations, they could also be used for what most corporate and governmental leaders introduced to several abandoned fishponds in the food, and even generate income. have imagined, and have therefore prepared for. The Health Ministry in the Democratic Republic west of Kenya. By consuming mosquito larvae, the Joanne Greenfield, malaria advisor for the World The Marsh-Albright report has a dual focus: the first of Congo has confirmed a further seven cases of fishes managed to reduce number of two of the main Health Organization, was more careful in her on the social impact of a pandemic, and the other the deadly Ebola virus, bringing the total number malarial mosquitoes by more than 94 per cent. hopes for the future, while at the same time on the economic results, including an analysis of the of officially confirmed cases to 24. More than 170 The study, carried out by the BMC Public Health describing the findings as ‘positive’. “This method potential for disruption of operations and supply people in the West Kasai region of the country have organisation, noted the fish could prove to be vital may well work in a defined pool of water,” she chains, as well as diminishing or fluxing demand for died of haemorrhagic fever since April, but only six allies, as mosquitoes are becoming more resistant said, “But mosquitoes spread in all sorts of places certain products and services. were previously confirmed as being from Ebola. to pesticides. Nile Tilapia’s taste for mosquitoes – including small pools in the mud and puddles it Consensus from the scientific community has shown Dr Benoit Kebela, director-general of Congo’s health has been known since 1917, but it is the first time just wouldn’t work for many areas.” that an avian flu pandemic could cause sickness in ministry, said two mobile laboratories, which were 20 per cent of the world’s population, resulting in provided by the US Centres for Disease Control absenteeism levels of up to 40 per cent of the global and Prevention (CDC), have confirmed the new Harvard and Medex tie up workforce, and kill tens, if not hundreds, of millions cases. Some in the region say that there are now of people. The report also states that outbreaks will around 400 people that have fallen ill with similar Medex Global group and Harvard Medical physicians will review and edit all be likely to move along modern transportation and symptoms, including high temperature and visible International (HMI) have together created Medex content and layer in their emergency distribution chains, with transportation hubs being haemorrhaging. 360˚m Global Medical Monitor, a comprehensive assistance knowledge of infectious seen as especially vulnerable, and disruption here The World Health Organization has reported that health information website that has been diseases and local medical practices could see an ‘irreversible impact on businesses’. there is no need for any travel restrictions to the developed specifically for international travellers. for travellers. John Merkovsky, president of Marsh’s risk consulting Congo yet, as generally, the risk of contracting the HMI is a self-supporting, not-for-profit subsidiary HMI international president and unit, said: “We found very few companies virus is low for travellers. However, travellers may of Harvard Medical School. CEO Robert Crone noted adequately prepared to protect their people or be at risk if they decide to go into areas where an Said to be unprecedented in the travel that travellers could take ensure the continuity of their business in the event of outbreak is occurring and come into contact with assistance industry, the partnership brings advantage of the information a pandemic.” bodily fluids from an infected person. The CDC has together Medex’s experience in providing on offer before they travel, Ms Albright added that there must not be any recommended that anyone travelling to the DRC emergency care with HMI’s knowledge of so they would know what complacency felt about an avian flu pandemic: should avoid contact with Ebola patients, avoid international health, medical care and public to do should the unexpected “With so many other pressing issues, preparing for touching needles or other items that have been in health issues and services. occur, as well as the website a pandemic may not currently fall high on the list of contact with an Ebola patient, and travellers should The website provides profiles for 236 acting as a resource for giving priorities for businesses; but not doing so could result also avoid contact with dead animals, especially countries and territories, 76 diseases advice about seeking medical in devastating consequences for their operations.” primates, as wild animals, including primates, are and health risks, plus relevant advice and assistance if a health problem Results from the report show that not even one in sold for consumption as food in local markets and advisories. HMI will contribute all health should arise on a trip. The four businesses in Asia ‘has a plan to keep operating could easily be carriers of the virus. updates and medical alerts, and Medex website offers travellers and when a pandemic happens’, and if a pandemic starts insurers quick and easy access to in Asia ‘it will affect every global business’. Marsh information such as endemic diseases, experts said that following discussion with many First Briton falls victim to mosquito virus country-specific immunisations and in- global enterprises, many of these companies simply depth evaluations of medical facilities do not believe that a pandemic could strike their A British man has become the first European to He spent six weeks in Rhode Island and New all over the world, including their operations. But, the report pointed out, the fallacy contract a rare and potentially fatal mosquito- Hampshire this summer, and became ill one day competencies in a wide spectrum of in this thinking is that it fails to take into account the borne virus that attacks the central nervous after flying back to Scotland; two days later, he health issues. global interdependency of today’s economy. system. Michael Nicholson is, at the time of fell unconscious. The Medex and HMI teams have Gary Lynch, managing director and practice leader writing, in a coma in the Western Hospital in Triple E is one of the most deadly mosquito- also created the first one-to-five for Marsh’s global risk intelligence strategies, Edinburgh, Scotland, after contracting the eastern borne diseases and there is no effective rating system to evaluate each commented: “Many companies don’t believe a equine encephalitis virus, also known as ‘triple E’, treatment. However, transmission to humans is country’s health risks. The scale sufficient business case has been made for taking while holidaying in the US. said to be rare, and on average only five people covers diseases and health risks, action today, but we’re hopeful this report, and the Mr Nicholson was bitten while on a fishing are infected in the US each year. The virus is standards of healthcare, cultural additional work being done by other experts around holiday in New Hampshire, on the American found predominantly in North, Central and South barriers that can impact healthcare, this emerging risk scenario, will continued on p.46 east coast, in August, according to his family. America, and the Caribbean. and also gives an overall score. continue to raise awareness and International Travel Insurance Journal n www.itij.co.uk

22 TRAVELMATTERS

Swiss resist Internet pressure Multiple ski trips on the up According to a recent market survey conducted by the the most popular for travel in the future. Leading UK-based winter sports Swiss Federation of Travel Agencies and Credit Suisse, Elvia Travel Insurance has carried out its annual survey operator Inghams believes a trend sales results in the travel agency sector have enjoyed a of the booking and travel behaviour of Swiss travellers, toward multiple skiing holidays is set marked improvement from previous years. and according to the survey, more than 25 per cent to continue this year. A spokesperson Competition from Internet booking continues of travellers now book their holiday via the Internet, for Inghams commented: “The lack of to increase. Although not strong across all travel and almost as many go to a traditional travel agent. snow in certain countries and resorts products, it is this competition that is forcing travel For most of those surveyed, the quality of advice now did have an effect [last season] but when agents to improve quality, which can only be a positive plays a much more important role than price in their the snow eventually arrived it came thick from the consumer’s perspective. choice of agency, and the last-minute holiday industry and fast, providing unusually good snow Simple products such as flights and hotels are often has failed to gain a foothold in the marketplace. Over conditions right though until late in the booked through the Internet, but when it comes to two-thirds of those polled said they still made their season. The outlook for the forthcoming more complex tours and packages, Swiss consumers travel arrangements at least four weeks in advance. winter is encouraging, with bookings still turn to their trusty travel agents. When choosing an airline, said Elvia, most customers for many areas ahead of last year.” She Slightly lower employment figures in the industry were still strongly influenced by price – more than 80 continued by saying that the firm is mean that productivity is on the up again. This is per cent said they want airlines to offer a fixed price optimistic about the future, adding more reflected in increased turnover, which enjoyed a rise that includes all surcharges. Despite this sensitivity capacity to many of its routes in Europe, of 10.8 per cent, and earnings, which were up by 50 to price, traditional airlines in Switzerland are more as well as in Canada and Lapland. per cent. The robust economy and the absence of popular with customers than their no-frills competition The company’s newest brochure covers negative external factors were also drivers behind the – one reason for this, said the report, is security, which 14 different countries, including Japan, positive trend. has grown again in importance since last year. Swiss Lapland and Canada. Flight options The economic outlook for Swiss travel agents remains travellers appear to suffer from a high degree of travel from the UK have been expanded, and good, with strongest growth in business focused on anxiety: 35 per cent of respondents said unrest or capacity on charters to Canada has been Asia. However, demand for travel within Europe and terrorism in their intended destination represents the increased. After making its debut last the Americas also looks likely to increase. Broken greatest security threat, and almost half of customers winter, the company’s Japanese offering down by destination, the top overseas travel spots therefore research the political situation in their target has been extended with the introduction are Thailand, the US and China. Among European region before they set off. By contrast, the number of of the town of Furano at the centre of countries, Greece, Spain and Croatia seem set to be travellers scared of accident and illness has fallen. Hokkaido. Capacity to Finland has also been increased, and the Spanish ski resort of Baqueira-Beret has been added Malaysians stay close to home to the Inghams repertoire. At the recently held Travel Fair in Kuala Lumpur, alone come to RM24,000.” Keeping expenditure low organised by the Malaysian Tour and Travel Operators and trips short are the ideas behind the current trend Growth drives prices (MATTA), all present made a beeline for the of holidaying in Malaysia, he continued: “Travelling Association of Southeast Asian Nations (ASEAN) and has become a lifestyle among Malaysians and it’s so Airfares will increase by up to four per cent next discounts. Advito expects the 2008 average daily domestic booths. Despite strong interest in European affordable going to these places.” Additionally, according year, and average hotel room rates in some markets room rate to increase by six per cent to nine per destinations, it seems that Malaysians prefer to stay a bit to Foon, Malaysians are now more open to travelling may achieve double-digit increases, according to the cent, although some European markets are trending closer to home for their holidays. within the country and discovering what destinations latest BCD Travel 2008 Industry Forecast. lower due to overcapacity. For rail travel, the report Resorts in China, Hong Kong, Thailand, Vietnam, close to home have to offer. Mary George, general manager of Advito, which forecasts that consolidation and privatisation in Cambodia, Singapore and Myanmar (Burma) were The popularity of Australia as a destination for Malaysians provided the data and trending for the report, the European market will push average rail fares all notably more popular than other destinations, said: “Over the past two years, we’ve seen strong, up in 2008, but increased productivity gains for with most agents saying that China will most likely sustained growth in business travel, and this traveller and travel arranger alike are expected dominate the market for some years. Jiun Kiew, continues to drive industry prices higher. We expect with the introduction of rail booking through executive director of a holiday company, noted: growth – and higher prices – to continue through traditional channels. For those companies seeking “Despite new emerging destinations, demand for 2008.” In addition, she continued, there is little or to hold meetings abroad, the average group China will remain strong as it is a hugely unexplored no room for error for those companies struggling to room rates will increase by eight to ten per cent destination. New places, like Jiuzhaigou and control their expenditure: “Tight market conditions in major marketplaces. Global meeting planning is Zhangjiajie, are drawing in the crowds, while the are placing a higher demand on the skills and expected to have a direct correlation with company much-visited cities such as Beijing and Shanghai are expertise of travel buyers and travellers to meet expansions into emerging markets – the Asia Pacific still popular.” The scale of the country and its many travel policy requirements and effectively conduct and Middle East regions are anticipated to be high- different facets seem to keep people returning to company business.” demand locations over the upcoming year. China for a different experience every time. BCD Travel is the world’s third largest corporate Unfortunately, the report also predicts that Expanding on the current travel trend, Ngiam Foon, travel management company, and produces an travellers will continue to experience frustration president of MATTA, said Malaysian travellers are has dwindled in recent times, as the exchange rate industry guide each year that offers a look ahead to when travelling, thanks to extended flight times, driven by cost, which accounts for the most popular between the two countries has favoured the Aussie the next year of trading. The report predicts that escalating airport chaos and long lines at security destinations at the travel expo: “While Europe is an dollar, but the proliferation of low-cost airlines may airfares will increase worldwide, between two and checkpoints. It suggests that companies will attractive destination, the costs of going there for a family reverse this trend. After the fair, Foon said that he did four per cent on average, while corporate airfares have to focus on helping their travellers to stay can be prohibitive. An average package costs around not foresee any major changes happening to travel are expected to increase by a more manageable productive as they navigate the maze that is RM6,000. For a family of four the cost of the packages trends in the upcoming year. two per cent, thanks to an increase in corporate today’s business travelling world.

International Travel Insurance Journal n www.itij.co.uk TRAVELMATTERS 23

BA reaffirms Asian ambitions Singaporean consumer swing British Airways (BA) has confirmed the importance of the out of Heathrow than they are now. A buoyant economy, a hot property market and an for those willing to travel long-haul, Europe was the Asian market to its growth prospects recently, by making Chris Partridge, an aviation banker at Deutsche Bank, influx of new infrastructure developments online preferred destination. a £4.1-billion order for twelve A380 super jumbos that said: “Airlines will be putting more capacity than BA on have lead to a boost in consumer confidence in Singaporeans are also taking more holidays per the airline said were suited to destinations such as Hong core Asian routes out of Heathrow. Also, Heathrow Singapore – and travel is where they are spending year than they used to: they average two or more Kong, Singapore and India. BA chief executive Willie is full, so there are fewer ways that you can get seats their money. holidays every year at the moment – usually a Walsh said the new planes would help the airline to onto the tarmac.” At a recent travel event, an estimated 60,000 couple of short trips and one long holiday each year. compete on routes to Asia that feature competitors and The order with Airbus represents at least a partial people flocked to see what was around, and But despite a stronger purchasing power, said Khoo, fellow A380 owners, Emirates and Singapore Airlines. It departure from the airline’s formerly exclusive plane ‘grabbed whatever was available’, according to the Singaporean traveller remains price-driven, is predicted that flight numbers between Europe and Asia provider, Boeing, although BA did say it would order 24 Robin Yap, vice-president-Asia for Insight Vacations. which, according to him, is ‘a national habit’. He will reach 56 million by 2011, compared with just over of Boeing’s new 787 Dreamliners, with an option for a According to Yap: “There is such a shortage of did, however, observe that price no longer seems 40 million in 2006. further 18 in the future. The 330-seat Dreamliner will be air capacity that airline seats have become a well to be the first question on a Singaporean traveller’s Industry experts say Britain’s flagship carrier needs the used to expand capacity on existing routes or launch new sought-after commodity. The rosy economic lips: “My own experience is shared by many. A380 order to keep up with the market – Emirates services, because using a 525-seat A380 on a route that outlook, coupled with generous salary increments, Consumers ask about availability, inclusions and and Qantas have both placed large orders for the super does not have the demand might glut the market with has all added to consumer confidence.” accommodation before price.” A number of factors jumbos, and will therefore be running much bigger planes too may seats, dragging down prices and profits. Robert Khoo, chief executive officer of the travel have contributed to this noticeable change: there is agents’ association, said sales were more robust a supply and demand issue in the industry as most than ever this year: “Our estimated figure for are finding it increasingly difficult to get a seat on total sales made during [the event] is at least $30 their choice of airline and tour package; consumers million.” The main sellers, he continued, were still are more aware of the price versus quality issue regional destinations, with Japan taking the top spot following reports in the local media; and the in the popularity stakes. Asian destinations such as stronger economy has meant people are willing to Korea and Taiwan were also a big hit this year, and pay a little more for a quality holiday experience. TV series influences travel British interest in travel to lesser-known parts of really gets under the skin of the country: travelling on Eastern Europe is expected to be sparked by the latest local transport, staying in traditional accommodation and travel series that has been filmed with comedian and generally doing what the locals do.” It is this closeness Monty Python actor Michael Palin. Adventure operator to the reality of the country that appeals to viewers, Intrepid Travel has predicted a second wave of the combined with the trust the public has in Palin’s opinions ‘Palin Effect’ that was first felt when he was involved in of a country and its people. Pawlyn added that the firm British market analysed a series called Himalaya with Michael Palin, following is ‘expecting to see a dramatic rise in popularity of trips which the tour operator saw a ‘dramatic increase’ in like our Eastern Europe Explorer, where we enjoy a The travel habits of British people have been analysed future rate of growth will not be as good as has been numbers travelling to the region. home-cooked meal with a local Transylvanian family’. in the most recent report on the sector to date: The UK enjoyed for the past four years, which is a reflection of The adventure holiday operator’s UK and European Other trips offered by the company include joining Tour Operators Market Development Report, published by increasing oil prices and higher levels of tax on air travel. sales and marketing manager, Daniel Pawlyn, said: “The pilgrims on their way to a monastery built into the side Market & Business Development Ltd (MBD). Real term growth of three per cent is expected between great thing about the way Michael Palin travels is that he of a rock face in Montenegro. In an overall market review of the period 2003 to 2006, 2008 and 2011. However, in 2012, a more moderate the report showed that total spending on holidays abroad increase of one per cent is anticipated, as a result of by UK residents increased by 18 per cent to £23.3 billion. London playing host to the Olympic Games. The report states that total expenditure has been buoyed MBD’s report says that spending by UK residents in recent years by the increasing demand for holidays to on inclusive tourism will reach £11.2 billion in 2012, previously less popular and less affordable destinations, representing overall real term growth of three per cent, such as the Caribbean and South America. Partial-year compared to the current year. This moderate growth, data for 2007 suggests growth of six per cent, taking the says the company, is evidence of the impact that DIY total value of spending on holidays abroad to £24.6 billion holidays have had on the market. – an increase of 24 per cent since 2003. For the low-cost sector, there do not appear to be In terms of the future of the UK travel industry, MBD insurmountable barriers to entry or development, believes UK expenditure on holidays abroad will increase although the British market is dominated by easyJet and year on year, culminating in an overall increase of 15 per Ryanair, with MyTravel and TUI having already launched cent to £28.4 billion. MBD also states that demand for their operations. Although the low-cost airlines market holidays abroad by UK residents will continue to develop is forecast to grow in the next few years, MBD believes at a faster rate than domestic tourism, due to a range that passengers travelling to long-haul destinations will of factors that are making travel cheaper. However, the continue to rate convenience and comfort over price. Airport congestion solution offered Following research that revealed a 37-per-cent real time teleconferencing. Other advantages to increase in delays at the UK’s busiest airports, a demand management include the release of funds preliminary study undertaken by the Association for revenue-producing travel, while simultaneously of Corporate Travel Executives (ACTE) has shown reducing a firm’s carbon footprint. that a significant amount of business travel could be ACTE executive director Susan Gurley has issued a re-routed to other European cities. Eighty per cent call to the travel management industry to put airport of multinational companies participating in the study congestion at the top of their agendas: “It’s time for are predicting that airport meeting travel will go key segments of the travel management industry to elsewhere, namely Frankfurt or Schiphol. work together and try and reach a consensus on Sixty per cent of businesses are said to be considering airport congestion.” ‘demand management’, a process by which travel alternatives are used to reduce internal corporate travel. The remaining 40 per cent have not yet resorted to this measure, but are thought to be considering it as a possibility. Sixty per cent of respondents to the ACTE study blamed outdated facilities, volume of traffic and poorly conceived security measures at British airports for the moves. ACTE introduced the concept of demand management as a potential alternative to corporate travel earlier this year, using the latest technology to link laptops and desktop computers for

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

FEATURE 25

Venice, Italy, 9th November 2007 – The crème de la crème of the travel insurance industry will once again gather to see who have been voted by their peers as the ultimate achievers in their sectors for 2007 – the ITIJ Awards finalists have been decided by popular vote of ITIJ readers and are now in front of the industry judging panel to decide who will be the big winner on the night – who will be the ultimate accolade winners in 2007? See you in Venice to find out!

International Travel Insurance Journal n www.itij.co.uk 26 FEATURE

Air Ambulance provider of the year Sponsor - Eurami ‘European Aero-Medical Institute e.V.’ * ADAC * AirMed International LLC * Canadian Global * SkyService

The foundation of ADAC-AmbulanceService in 1973 put ADAC’s air rescue system on an international basis. ADAC-AmbulanceService organises and carries out patient transport world-wide on ground and by air. The services range from the transfer by ground ambulance to the repatriation of intensive care patients in ADAC’s own ambulance jets. The ADAC fleet comprises Dornier-Fairchild 328-300 jets, Beechcraft Super King Air A350 and several Lear jets, ITIJ INDUSTRY AWARDS FINALISTS 2007 equipped with state-of-the-art intensive care facilities. Highly qualified medical staff specialised in emergency medical assistance, intensive care and flight medicine accompany these transfers. ADAC-AmbulanceService takes care of both the medical services and the necessary organisational activities. The patients and their relatives are looked after personally and 30 ADAC physicians check the medical condition with the local attending physicians. ADAC- AmbulanceService attends to approximately 40,000 patients per year and carries out some 15,000 transports - on ground and by air. Depending on the patient’s diagnosis, air-bound transport may also involve additional transport options like stretcher, sleeper and PTC. Assistance/Claims Handler of the year Cost Containment & provider of the year Sponsor - United Health International Sponsor - AXA Assistance * Fortis Assistance International * Global Excel AirMed International’s management * SOS International * GMMI team has operated fixed-wing * Travel Claims * MCI Spain ambulance aircraft since 1982 and its founder, Jeffrey Tolbert, is credited with pioneering the U.S. air ambulance membership program. AirMed now provides service Fortis is a leading provider of award- to more than 1 million members in the U.S. and Canada and winning personal and commercial Looking for a partner offering fully boasts the most experienced air medical transport crews in the lines insurance solutions in the UK integrated travel assistance services and world. AirMed is vertically integrated with 140 full-time and was voted British Insurance Awards ‘General Insurer of the claims administration in the Americas? employees-all dispatch, flight and medical crews are AirMed Year’ 2007. Its successful customer-centric strategy has been to Privately owned and located in Quebec employees and not contracted help. AirMed’s fleet of eight fully align activities to how customers want to buy insurance, based on just north of the US border, Global customized medical aircraft are used exclusively for patient delivering high-quality products, manufactured at costs better than Excel Management is the solution. Since 2000, Global Excel’s team transports. AirMed operates from its home base in Birmingham, market norms. Fortis’ unique multi-distribution capability enables has grown sevenfold to over 350 employees. Services are provided Alabama, with additional bases in Honolulu, Hawaii, and the company to deliver its products face-to-face, by phone to over 160 clients located in over 28 countries. Clients benefit Rochester, Minnesota. CAMTS accredited and operating under (inbound and outbound), over the Internet and via SMS from one-stop service specializing in North, Central and South FAA worldwide authority, AirMed was chosen as the air medical technology. Aligning itself with its partners general insurance America and the Caribbean. Comprehensive services include a 24/7 transport for the renowned Mayo Clinic, as well as a preferred strategies, Fortis is able to offer end-to-end white label capabilities Customer Contact Centre, assistance services lead by two carrier for the U.S. Department of Defense and countless in product development, marketing, campaign management, sales, physicians, claims adjudication, legal recovery services and unrivaled assistance companies worldwide. Find out more about AirMed fulfilment and claims, providing a seamless integration with its cost containment performance. Despite the rising costs of US International at www.airmed.com partners’ brands. Insuring in excess of 6.6 million customers and healthcare and the recent downward savings trend, Global Excel working with a range of partners, Fortis is recognised for continues to be ahead of the curve on savings results, providing Canadian Global Air Ambulance delivering consistent and high-quality customer experiences. As clients with money back guarantees. To learn how we can put our is an international air ambulance the 4th largest travel insurer in the UK with in excess of 4 million expertise in case management and cost containment to work for provider serving the insurance customers, Fortis is proud of its in-house multilingual Assistance you, visit: www.globalexcel.com industry, government agencies International team, with agents and contacts from across the and the private sector with five owned and operated Learjet 30 series world to assist customers in medical emergencies. aircraft, dedicated to the air ambulance role. Over the past four During 2007 Global Medical years, Canadian Global has emerged from a startup company to being Management, Inc. (GMMI) celebrates recognized as a global contender – receiving in 2005 at ITIC Seville, its 15 year anniversary as an the prestigious ITIJ Air Ambulance of the Year Award. One year later, SOS International a/s - the independent Cost Containment and at ITIC Prague, Canadian Global received the ITIJ Marketing leading claims and assistance Managed Care Organization servicing international healthcare Campaign of the Year Award and was named as one of three finalists organisation in the Nordics. payers. Our Complete Cost Containment solution includes 24 for the ITIJ Air Ambulance of the Year Award. From three strategic Since 1961 SOS International have rendered 24/7 service and hour Customer Service, the largest PPO network in the U.S., Canadian base locations, Canadian Global has now been over every assistance in more than 30 languages on behalf of the majority of specialty networks, medical case management, full claims ocean in the world and has conducted missions to/from six of the the Nordic insurance companies. SOS achieve substantial savings adjudication and claims payment functions, as well as leading world’s seven continents. In addition to conducting all-inclusive, for their customers through cost and case management and offers technology integration. Our goal has remained the same from our bedside-to-bedside air ambulance services, Canadian Global’s electronic handling of claims and invoices and fraud investigation. inception: to enhance our Client’s reputation through increased capabilities include commercial airline escort services, nurse and Customers are able to access an advanced system for real-time Customer Service and to allow them to benefit from the best physician assessments, bed finding services, specialty neonate case monitoring and information sharing. SOS International are possible Cost Savings in the U.S. healthcare market through transports and third party medical education courses. Canadian owned by the 22 leading Nordic insurance companies. With a Complete Cost Containment services and Administrative Global attributes its success to a highly trained, hard working and superior global supplier network as well as representation offices Simplification. We thank our Clients and partners for their trust in committed work force; and, to a loyal and supportive customer base. in more than 26 locations world-wide, SOS provide medical and motor assistance for our customers’ customers. Furthermore, GMMI. We promise to continue to deliver improved results by SOS provide innovative solutions in the fields of Health Care, significantly reducing billed charges, by expanding our U.S. and Tracking and Crisis Management. SOS International has international reach and by offering additional administrative savings Skyservice Air Ambulance subsidiaries in Sweden and Finland and is currently setting up through advanced electronic and automated data solutions. operates a fleet of five medically operation in Norway. dedicated Learjet 35A air ambulances from bases both in Montreal and Toronto, Canada with MCI has consolidated itself as the best choice an additional contracted aircraft in Vancouver, Canada. Skyservice Travel Claims Services was formed in the travel industry for international cost Air Ambulance was the proud recipient of the ITIJ Air Ambulance of in June 2003 as a specialist service containment in the Mediterranean countries, the Year Award in 2006. We are a university medical centre based provider to the travel insurance Spain, Portugal, South America and the program in association with the McGill University Health Centre, industry. Although sold to InsureandGo it maintains the status of Caribbean. MCI has developed a wide range Montreal General and Children’s Hospitals. Skyservice Air an independent company. We can operate either as an extension of services specially designed to cater for the needs of all our Ambulance was built from the ground up as a medical service with of an established claims handling operation, or as a full third party customers. We strive to accommodate their requirements into an aviation component. Our accent is the acute critical care outsource facility. We are proud to work with some of the biggest our structure offering adaptable tailor-made procedures. We have transport of adult, neonatal and pediatric patients on a worldwide names within the travel insurance industry and put our success so become a multi-service company that supplies solutions on basis. Skyservice Air Ambulance is the provider of choice for many far down to our ability to work in total partnership with our reasonable and customary cost advice, dynamic price list of the world’s leading health and travel insurers as well as other air clients. Our investment in technology has assisted us with this, and negotiation, fixed price per process (DRG and case mix ambulance companies. They know they can truly rely upon us to in the streamlining of our processes. In conjunction with Liberty technologies) and continuous cost tendency reduction. Within our safely transport their mission critical patients. Skyservice Aviation is we have created a fast and efficient claims system, which enables web based services we provide international payment services, an the owner, operator and maintains the aircraft fleet. In addition we us to operate a totally paperless office with all documents scanned international hospital database, a GP search directory, on-line offer a wide range of long distance and high passenger density and easily accessible. TCS has ambitious plans for the future. We policy verification system and the latest business intelligence aircraft from the Bombardier Challenger to Airbus Industrie A-330 intend to invest in technology further, and develop our services reporting tools MCI is constantly innovating to integrate as many all of which can be converted for air ambulance operations if within the travel insurance sector to achieve a position of market elements as possible for the travel industry in order to maintain required. Skyservice Air Ambulance offers a one call does it all leadership. it’s leadership in the business. solution bedside to bedside worldwide.

International Travel Insurance Journal n www.itij.co.uk ITIJ INDUSTRY AWARDS FINALISTS 2007

Intermediary of the year ITIJ marketing campaign of the year Sponsor - Mondial Assistance UK (judged independently) Sponsor - M Consulting * Insure and Go * ADAC * Preferential * MedSave * Travel Insurance Web * Canadian Global Air Ambulance

InsureandGo was founded in 2000 Since its inception, ITIJ’s readership has benefited from the by James Richardson and Perry imaginative advertising of key providers to the industry across a Insurer/Underwriter of the year Wilson. They saw a gap in the variety of fields – these organisations’ dedication to presenting Sponsor - Air Ambulance Connection market and were driven to provide ‘best of breed’ solutions to a highly competitive market and their travel insurance that was quick, easy and as cheap as possible. The tireless and imaginative marketing techniques led to the very * Europ Assistance company started as a small travel insurance-only business in first ITIJ Marketing Campaign Of The Year award at last year’s * Gjensidige Braintree but quickly grew. As InsureandGo developed, home and ceremony in Prague. This year, the bar has been raised and we * PTI motor insurance was added into the mix too. Then in 2006 the now wait to see who will sweep the ultimate prize in international company moved to bigger offices in Southend-on-Sea as the marketing prowess to the travel insurance industry! workforce had now reached over 200. Today, however much has Europ Assistance UK & Ireland is part of the changed, the aim is still clear. InsureandGo’s focused approach Europ Assistance Group, which is represented means that they continually review their extensive range of worldwide in over 208 countries and employs policies in order to provide the customer with competitively over 5,000 staff. Europ Assistance developed priced, comprehensive cover that meets their individual needs. the concept of assistance in France back in the Over the years the company’s reputation as experts in the field of 1960s and in the UK we have been assisting travellers for over 30 travel insurance has grown too, with Perry Wilson’s opinion years. Over 300 million customers worldwide are covered by regularly being sought after for press, TV, and radio programmes. NEW Industry Award! Europ Assistance, either directly or through our partners and last For the first time, this year’s conference will see year we handled over 63 million calls. As one of the leading travel a unique and innovative award category, voted for insurers in the UK & Ireland, Europ Assistance is committed to by the readers of PHN, Private Healthcare News. providing the highest quality service at all times. Whilst an If you are into snorkelling, water skiing, PHN is read across the globe by key decision assistance-led philosophy is at the heart of the operation, the trekking, or one of many other ‘soft makers and thought leaders in international private benefit of being able to offer the capacity of an insurance company adventure’ sports and activities whilst on healthcare, from the insurers themselves, through to provides clients with a range of service options to the benefit of holiday, then make sure that you are the brokers and intermediaries that sell the policies both clients and customers. covered by your travel insurance.Leading travel insurance specialist, and the corporate buyers making use of these vital Preferential Direct, has noticed an increase in people taking part in products. From Buenos Aires to Boston to Bangkok, all manner of special interest holidays and has made sure that both this readership will allow us AIG, is a leading international insurance its single trip and annual multi-trip travel insurance automatically to compile the most organisation with operations in more than 130 covers over 50 special interests and pursuits.Just some of these comprehensive vote countries and jurisdictions. AIG companies activities include: angling, clay pigeon shooting, golf, gymnastics, to date to decide serve commercial, institutional and individual marathon running, orienteering, parasailing, rambling, rifle range who in 2007 has customers through the most extensive worldwide property- shooting, rowing, sail boarding, skating, snorkelling, squash, surfing, provided the casualty and life insurance networks of any insurer. AIG Travel, Inc. swimming, tennis, trekking and hiking, war games, water polo, best policies and provides travel insurance, travel assistance services, emergency water skiing and wind-surfing! Steve Nickerson, managing director services to the medical assistance, and concierge services for corporate clients, of Preferential, comments, “We spotted that there is a real increase international travel suppliers, and individual travellers throughout the world in people participating in soft adventures and sports on holiday, so it private medical via its affiliated companies and subsidiaries. AIG Travel Guard is a makes sense that our standard travel insurance covers over 50 of insurance wholly owned subsidiary of AIG Travel, Inc., a member company these – from angling to wind-surfing – automatically market. Voting of American International Group, Inc. closes on 15th October and for the very first time, come Professional Travel Insurance Company Travel Insurance Web delivers insurance with a the night, we Limited (‘PTI’) is an established name as singular proposition for 18-49 year olds. Our will know the specialists who implement and manage focus has been on arranging the lowest priced world’s most insurance programmes for niche groups travel insurance available in the UK online, popular IPMI and markets. Formed in 1989, our first undertaking was to create commensurate with high quality benefits. From a group with provider, voted a global travel and personal accident programme for the extensive partnerships in key underwriting and marketing areas, for by the International Airline Passengers Association (‘IAPA’) on behalf of its Travel Insurance Web has been able to transfer competencies industry FOR the members. The Collinson Group Limited acquired PTI in 1997 and gained in direct marketing activities, to the online arena. Travel industry. provided the resources to support the expansion of PTI into new Insurance Web promises customers can receive a free policy if products and markets. The company was then able to expand its they find a product – cheaper – which matches, or exceeds, our reach, garnering a reputation with IAPA, Columbus Direct, Club own on benefits. As an intermediary, we use claims handlers, Direct, Trinity, Mediquote and Insure For All, and a select number underwriters and assistance providers with first class of UK, Europe and international agents and brokers. Through this communications, as well as meeting our business needs. The network, we provide underwriting and servicing facilities for tour biggest indicator for continued success in our field comes in operators, travel agents, an airport lounge club – called Priority Which? Magazine; where Travel Insurance Web is named “Best Pass, private health clubs, airlines and other travel sector service Buy” everywhere it appears, whether it is listed with competitors companies. for single-trip or annual, on European or world-wide cover. OXFORD 2008 14-15 May www.itic.org.uk/oxford

is the co n lo ee u r r G

9th ITIC DOMESTIC CONFERENCE FEATURE 29

These days, even alleged sceptic George W Bush seems to be climbing aboard the environmental Climate bandwagon. Peter Corbett looks at industry attitudes and the measures insurers can take to ‘go green’ – control with the possible side-effect of increased profits

Once upon a time, it was simply the colour on, check that your printer uses environmentally usage as well. you eat an elephant’ principle, and break everything insurance companies used on their letterheads friendly inks. PCs and laptops can now down into bite size pieces, each ‘bite’ can be tackled that defined how ‘green’ they were. Sure, they Is it as easy as it sounds? Well, yes, actually, as the be turned off, rather with the help of an appropriate specialist had marketing psychologists working out which companies we spoke to were only too happy to than being environmental risk viridescent (look it point out. up!) hue was the most persuasive, the most Aon believes that Aon – quick wins friendly, the most likely Take Aon for to appeal to people environmental risks can example. The who were looking for a represent the largest company describes change in their business, itself as a risk motor, home, caravan, potential liability for management pet or travel insurance specialist, and – but that was it. many companies argues strongly that Now it’s a whole the management of new ball game, and ‘green’ means something day-to-day environmental risks is as important as entirely different. Companies, including insurance planning for a major headline incident. companies, which wouldn’t automatically spring Aon has set up an environmental working group, to people’s minds if they were asked to list chaired by Jane Owen, its legal and regulatory left in environmentally unfriendly businesses, are now director. It includes, among others, company restart mode management and risk much more aware of the effect that even the most specialists in property and environmental risks, every night for IT finance advisor. Job done. basic operation has on the world around them. who use their expertise to help Aon become updates. Photocopiers can be Many now capitalise on their ‘green credentials’, as more environmentally friendly. They’ve come switched to default to double-sided printing, Aviva – carbon focus they seek to keep and attract new business from up with a number of ongoing initiatives, but also, and employees are encouraged to recycle all printer Aviva confirmed its determination to carbon people increasingly aware of the significance of significantly, a clutch of easy-to-implement ‘quick toner cartridges instead of chucking them in the bin. neutralise the group’s worldwide operations in climate change, of the damage that is being inflicted wins’. Looking at things on a wider scale, Aon by the unthinking use of energy, and by our equally For instance, the footer on every Aon email believes that environmental risks can unthinking use of damaging materials. contains the line ‘Please consider the environment represent the largest, yet often unquantified All of [Aviva’s] electricity But as well as helping the environment, there’s before printing this email’, but, because it realises and unrecognised, potential liability for many another angle too. Quite simply, going green can that a good many e-mails are necessarily printed, companies, but too few of them are tackling in the UK is from zero- save money. Turn the lights out at night. Switch the Aon disclaimer is being replaced by a URL link. those risks, partly through ignorance, partly emission sources computers and other electronic kit off, rather than It’s only a couple of hundred words or so, but it because they are put off by the size of the task. leaving them on standby. Turn the heating down will get rid of many of those annoying instances However, argued Aon Global directors Bob by just a degree or two, and bingo – your fuel when the last printed page consists of a line or two Martin and Marcel Steward at a recent environmental December last year, saying: “We are committed bill is cut (and so are those troublesome power you don’t want anyway. And risk management workshop, if they to reducing consumption of energy and natural station emissions). Use cars that run on biodiesel it reduces ink work on the ‘how resources wherever possible across our – more miles per gallon, less pollution, same do operations and to sourcing alternative forms of price. Reduce the amount of paper used in the electricity.” office – maybe use both sides for printing To help achieve this, it has invested in projects – and the stationery bill goes down which generate carbon credits, using and so does the number of two carbon brokers to identify trees felled. And where appropriate carbon you need printed the reduction projects stationery s c in developing and so i o continued on p.30 n lo ee u r r G

International Travel Insurance Journal n www.itij.co.uk 30 FEATURE

continued from p.29 countries. of steps without advertising the fact These have included treadle pump or capitalising from it. “Mondial UK irrigation in India and the provision will continue to remain part of this of more efficient cooking stoves in group and where we can help our Southern Africa. clients, we will provide solutions However, carbon neutralisation is that address the issue quietly. only the latest step taken by Aviva Making a song and dance about in the last few years to reduce its it is only serving to confuse the environmental impact. message,” he added. For example, in 2006 it used Nevertheless, the company, some 964 tonnes of copier paper which has a corporate and social made with recycled content, and responsibility campaign involving all its Annual Report & Accounts is 900 people on its Croydon head printed on paper of which 55 per office pay roll, has given us a quick cent is made with recycled fibre check list which other companies using a chlorine-free process. could work with, based on its own All of its electricity in the UK is experience since the campaign from zero-emission sources, began two years ago. coupled with a target of reducing Employ a dedicated corporate and its annual consumption by five social responsibility advocate. Give per cent by April 2008. Currently someone within the organisation 55 per cent of Aviva’s electricity the role to drive and motivate the consumption worldwide is bought corporate and social responsibility from renewable and zero-emission activity and be responsible for sources. Computers are set to turn implementing initiatives. themselves off after 10 minutes of Encourage sustainable travel. not being used, and everyone is Environmental specialists visit to give encouraged to ‘switch off’ electrical advice on sustainable travel. Provide items at the end of the day. showers and a secure area for staff Over the past few years, Aviva’s to leave bicycles, to encourage UK car fleet has been cut by more cycling into work. than half and the list of cars from Reduce landfill. An office that which staff can choose now includes employs around 900 people can hybrid and alternative fuel vehicles. expect to waste up to 40,000 plastic Currently, 75 per cent of the fleet cups a month! These go straight runs on diesel, ensuring lower CO2 to land fill. Use glasses and mugs emissions per mile compared to instead. petrol engine vehicles, while a cash Recycle. Place recycling bins in incentive is offered to encourage every office. staff to select a vehicle with a smaller Save on energy. Install light-saving engine. Dedicated shuttle bus services switches in toilets, which only are often provided for staff travelling switch on when someone is using between major office locations, to cut down on the However, the company is not complacent. School. This effort follows Aviva’s support for the the facility. Encourage staff to switch off PCs and number of vehicles running backwards and forwards “There is still a lot more we can do,” said local community earlier in the year with a US$10,000 monitors before they leave to go home. on the same journey. Louella Eastman, Aviva’s Group Corporate Social contribution to the Quincy Public Schools. Help to conserve the local environment. A recent Responsibility Director, “but as a responsible “From freshly painted curbs and crosswalks to two-day management meeting saw senior personnel Aviva’s UK car fleet forward-thinking company we believe that the new plants and mulched beds, Lincoln-Hancock impact we make on grounds never looked “Making a song and has been cut by more the Earth should be as Why does it take eight better,” said school insignificant as possible principal Dennis Carini. dance about it is only than half and we are working A4 pages, printed both “Aviva’s employees hard to ensure that it is.” sides, simply to add two should feel proud of serving to confuse the Staff segregate and recycle as much as possible, And just to illustrate this, their contribution to our message” with almost 60 per cent of waste recycled across last year Aviva donated extra drivers to a motor community.” Aviva’s worldwide operations. UK business units, US$2,500 to the City of which recycle 13 different types of waste, have a Quincy, Massachusetts, policy for a fortnight? Mondial – low profile removing weeds harmful to livestock from a local ‘binless’ office system, which means staff do not where its US operations Mondial UK is also conservation area. have individual waste bins, but use departmental are based, to support a city-wide clean up day. In deeply committed to tackling its carbon footprint recycling bins instead. And offices are cleaned addition, dozens of Aviva volunteers spent a day and so on, but keeps a low profile while doing so. Prudential – building management during the day, which means less need to leave planting flowers and shrubs at Lincoln-Hancock Steve Hook, director of corporate & travel, said a As well as being among the best-known names office lights on at night. Community School and Reay E Sterling Middle significant majority of companies take these kinds in insurance, Prudential is one of the UK’s largest

International Travel Insurance Journal n www.itij.co.uk FEATURE 31

One of Saga’s sites, Enbrook Park, is a self- regulating building situated in a wooded park area

wasting of water, and recycling. Prudential is also focusing on reducing the carbon intensity of its energy supply and is taking steps to ensure that people working in the Pru’s own offices play their part too, with paper consumption and business travel also coming under the spotlight. property investment managers and places great operations internationally, but already monitors itself. Energy consumption is checked in all Around 80 per cent of the Prudential’s direct emphasis on the way its buildings are managed. and assesses the effect of both the properties in properties, along with carbon dioxide emissions, environmental impact in the UK comes from its It is currently calculating the impact of its its UK investment portfolio and those it occupies particulate matter emissions, consumption and investment management arm, PRUPIM for short, and over the last few years it has introduced an environmental management system to manage and contain the impact that its properties have. PRUPIM is also the first UK property company to achieve full ISO 14001 certification, the internationally recognised environmental management standard, for its entire property portfolio. Earlier in the year, PRUPIM set up an innovative project called the Improver Portfolio, to examine ways of reducing a ‘typical’ property portfolio’s carbon footprint while maintaining, or even enhancing, investment returns. Designed to represent a ‘typical’ property portfolio, it consists of 25 PRUPIM-managed properties covering all sectors. Finally, anyone involved in property management on the scale of the Prudential needs to work with a multitude of outside companies and contractors, some of which present their own environmental problems. Prudential has drawn up a list of 55 of these suppliers, but rather than dropping them, it’s working with them to help them significantly cut their impact.

PRUPIM is the first UK property company to achieve full ISO 14001 certification

Saga – on-site composting One of Saga’s sites, Enbrook Park, is a self- regulating building situated in a wooded park area. The gardens include wildlife-friendly planting and on-site composting. Timber from fallen or felled trees from the site is stored and staff with wood burners or open fires can use this otherwise waste timber to heat their homes. A woodland management strategy is in place as a long-term project that aims to ensure the quality of the woodland for future generations. But the company also takes care to minimise waste on a day-to-day basis. In every department energy efficient lighting is used and there are recycling bins for paper, cardboard, plastic, glass and cans. Automatic lighting is used in areas such as toilets and kitchen areas, and a choice of brochures and other documents is available to customers electronically. One last thing to ponder about. Why does it take eight A4 pages, printed both sides, simply to add two extra drivers to a motor policy for a fortnight? Consumer protection and other legislation is probably at least partly to blame. So if, as a result, the companies can do nothing themselves to reduce this ridiculous waste of paper, is there not a case for the industry to go to the government and demand, if it is as serious about environmental protection as it claims, they do something about it? Or is that too simplistic? International Travel Insurance Journal n www.itij.co.uk 32 FEATURE TI for the facebook generation Thunderhead’s CEO, Glen Manchester, looks at how the ‘Facebook generation’ are risking holiday blues, and suggests that insurance companies are missing a huge untapped market because of an antiquated approach to policies

According to figures from the Association of British Holiday disaster Travel Agents (ABTA), the number of UK residents However, over half of people aged 23 to 35 are travelling abroad continued to rise by one per cent putting themselves at risk on holiday as they leave vital in the first months of insurance papers at home. the year, with the total We surveyed over 200 holidays taken in 2007 eighty-four per cent young international travellers, expected to hover and the majority revealed around the 44 million said they wanted to that they forgot to take their mark. Although travel to receive details of their policy documents away with traditional destinations them this year, leaving them in Europe and North policy electronically unaware of how to contact America is slightly down, their insurance providers if the number of travellers heading for other long-haul disaster struck. A further 26 per cent said they do not destinations, such as China and the UAE, was up by ever take policy documents with them, while eight per nine per cent. And while the value of Sterling remains cent do not bother to invest in holiday insurance. strong, the incentive remains too great for people not to In many countries, holidaymakers are denied take advantage of cheap holiday deals. assistance unless they can produce the necessary Despite the onset of a ‘credit crunch’ and warnings proof of an insurance policy. This could lead to of a downturn in the UK economy, consumers – as unnecessary delays in processing medical treatment a whole – remain determined to enjoy themselves. or financial assistance. And with more people People are continuing to take more holidays than choosing to travel in developing countries, it could be ever, and young people make up a large proportion even more difficult to resolve problems without the of prospective travellers. For people in their twenties, necessary documentation. travel is no longer regarded as a luxury, but has Eighty-four per cent of survey respondents stated they become an essential part of their life experience. would like to receive details of their policy and what

International Travel Insurance Journal n www.itij.co.uk FEATURE 33

to do in the event of a disaster via text message (SMS), Glen Manchester originally founded Thunderhead in email or online access. Eighty-six per cent stated that Facebook has about 40 million active users 2001 and launched it into the market in November they would like to have the option of resolving a query of 2003. Glen is an established figure in the global through the Internet rather than over the phone. popular social networking sites in August 2007, paperwork, but can access all their necessary enterprise communications marketplace and was It would be unfair to pigeonhole the young as the according to NetRatings. documentation either through SMS, email or online. recognised as Business Person of the Year at the only group interested in receiving documents via With continuing development like this, and interest With an enormous population of Internet cafés abroad, 2004 London Business Awards. Prior to founding modern technology. We have a generation of ‘silver growing from the likes of Microsoft, surely insurance this should not be a problem, and will be key to Thunderhead, Glen was CEO of Xenos Inc, a surfers’ who are more than happy and able to companies cannot fail to see the value in offering their minimising any stress felt by British travellers abroad. publicly held, North embrace this technology as well. According to this services via an online portal on their own websites, However, it is worth saying that paper documentation American software year’s Communications Market Report those people or even linking up with social networking sites such as is in no way obsolete. Far from it. But the critical point company. Glen has a aged over 50, a group with plenty of leisure time and Facebook. There is the potential that millions of users is that only relying on hard-copy communications is a proven entrepreneurial disposable income, account for nearly a third of time worldwide who previously may not have considered thing of the past. With increased media fragmentation, track record, having spent on the Internet. The average over-65-year-old travel insurance, or for whom it may have slipped their customers want the choice to access information in the previously founded Internet user spends 42 hours a month on the Web mind when arranging their next trip, will shift it up their way they find most convenient. There is no doubt that Geneva Digital Ltd in – far longer than any other age group. A quarter of all list of priorities. insurance companies that react to this shift first will gain 1990, an organisation Internet users are now more than 50 years old. Why Surely, interest will only increase further when the competitive advantage. And, if they do not, they that was later acquired not offer these people the option of receiving travel individuals do not need to carry around cumbersome cannot say they were not warned. by Xenos. insurance documentation via email or SMS, or the ability to access information via an online portal?

Playing catch-up It is clear that insurance companies are missing the opportunity of providing consumers the option of receiving policy documents and details electronically. The industry is lagging behind many other sectors in how it embraces modern technology. Companies need to catch up and make it easier for their customers to access information in a way that best suits them. The world is changing, and insurance companies eighty-six per cent said they wanted to the option of resolving a query through the Internet cannot afford to be left behind. People are increasingly reliant upon modern technology for everyday activities. Online banking is growing exponentially as fewer and fewer people visit their local branches, instead managing all their banking requirements via the Web. Many people prefer to use these modern technologies to communicate, so why shouldn’t they be a part of everyday use in the insurance sector? It is hard to think of a single industry that is not embracing this technology. When travelling, people check in for flights up to 48 hours in advance online. While airlines provide customers with e-tickets, and paper documents become a thing of the past, insurance companies need to think about a similar service for travel insurance policies. Another industry that has moved with the times is the retail sector. The majority of companies in this sector have realised the value in adopting a multi-channel approach to their business and have realised they will not survive without maximising the online channel.

The bigger picture Social networking is not a fad – Facebook has about 40 million active users and is targeting 60 million users by the end of the year. In August, according to the Internet research group Nielsen/NetRatings, Facebook had more British visitors (6.5 million) than MySpace (6.4 million) for the first time. Almost half of Britons with online access, some 15.3 million people, visited at least one of the ten most International Travel Insurance Journal n www.itij.co.uk 34 FEATURE Cruise Ship Insurance:

a moveable feast – or famine Milan Korcok navigates his way through the dangerous waters of cruise insurance, and asks whether insurance sold by cruise lines offers sufficient protection for tourists

Clearing the lido deck in preparation for a medevac between 24 and 72 hours of departure’, saying: “AAA in the United Kingdom who travel on cruises in this $50,000 emergency evacuation benefit, and averages helicopter is not the kind of excitement cruise ship recommends a policy that [covers] up to departure brochure.” The NCL policy allows medical expenses around $169 per passenger; single-trip policies offered passengers want to disrupt the routine of a peaceful time and throughout the entire trip.” and evacuation coverage up to £5 million. by any number of third-party insurers offer medical day at sea. But it happens. And the more often expense and benefit packages of up to and more than people cruise, the more they experience the noise, Europeans expected to insure $1 million for a third of that price. anxiety and pathos of a fellow passenger being lifted Even a brief analysis of insurance plans offered US and Canadian cruisers are Fortunately, third-party, dedicated travel off for possibly life-saving medical attention ashore. by cruise lines to North American travellers insurers in the US and Canada do provide It is not the image that cruise lines care to intermingle and those booking in Europe shows that cruise expected to top 12.5 million comprehensive coverage for cruise travellers with their pictures of laughing, dancing, rock climbing ship passengers from Britain and Europe have this year with plans that recognise the real costs of ‘guests’ relaxing themselves into exhaustion. But much stiffer requirements to buy comprehensive medical services throughout the world. They with cruise ships capable of carrying 2,000 to 3,000 insurance – particularly health coverage – than do Americans lax about insuring know that $10,000 or $20,000 just will not cut it. passengers and half that number of crew, it is inevitable Americans. Those requirements are not government By contrast, US and Canadian passengers booking US companies such as AIG Travel Guard, CSA Travel that some ‘guests’ are going to need medical attention of imposed, but are set by the lines themselves. cruises from US ports are not required by any of the Protection, Trip Mate, Travel Insurance International, some degree of severity over the course of a week or UK-based tour operators and travel agencies cruise lines to have any travel insurance, although Travel Safe, Access America and many more all two. And yet, to many of the world’s cruise passengers, routinely explain up front that cruise insurance is they are offered varying options for trip cancellation provide comprehensive, full-service coverage of over particularly those embarking in US ports, the need for often mandatory and many suppliers will require or interruption, baggage protection, and medical and $1 million for medical emergencies and repatriations, adequate travel insurance to cover medical emergencies proof that passengers have appropriate insurance evacuation cover – which is skimpy at best. as well as more plentiful trip protection and trip still has a lot of selling to be done. And according to the before accepting a booking. Some have also noted The Royal Caribbean Cruisecare package offers up to interruption cover than is available by the cruise lines World Travel Organization, US and Canadian cruisers that the new European Health Insurance Card $10,000 for medical are expected to top 12.5 million this year, representing (EHIC) card, meant to cover medical costs in expenses and $25,000 two thirds of the world’s cruise market. reciprocating European Union (EU) countries is no for emergency evacuation substitute for travel insurance. Though the EHIC will ‘to a specialised facility or The rules change cover them for medical costs in EU countries, it will return home’, depending Unlike British or European passengers, who are not cover the costs of repatriation, and those costs on the assistance service. required by most major cruise lines and tour can be enormously high. Most tour operators in the The Carnival Cruise companies to have substantial travel insurance, in some UK advise cruise passengers and other travellers that vacation plan provides cases with multi-million dollar benefit levels, residents minimum cover should be £2 million per person $10,000 for accident or of the US or Canada who book cruises going out of and that ambulance repatriation should be included, sickness expenses and US ports have no such requirement and in fact do not as should adequate cancellation and curtailment $30,000 for evacuation. appear to be universally or aggressively sold on the insurance to cover the total cost of the trip. The Disney Cruise need for it, certainly not by the cruise lines themselves. For example, when booking out of the UK, Cunard Line insurance package According to the US Travel Insurance Association states flatly: “Under the terms of our booking reimburses up to $10,000 (USTiA), only 48 per cent of American cruise and conditions all guests travelling with us are required for covered emergency tour travellers purchased single-trip travel insurance to have valid travel insurance in place.” If they do medical expenses and in 2006. And to judge by the blogs and online not, Cunard offers a plan arranged by Preferential up to $30,000 for forums complaining about the shortcomings of Insurance Services Limited that covers up to £5 medical evacuation or travel insurance, most are more concerned with million emergency medical expenses. And if they do transportation ‘to the lost baggage and trip not want that, they will nearest medical facility’. cancellation or interruption have to find something None provide repatriation problems than about health the need for adequate else in the market that is to a hospital at home. matters – although they are travel insurance still has at least comparable. Neither do any of the quite vocal about insurers The Cunard policy says US-based in-house cruise failing to pay up for such a lot of selling to be done further: “This insurance line packages cover ‘technicalities’ as pre-existing is only available to EU pre-existing conditions conditions. residents who purchase their voyage and policy in the (all cruises marketed Brad Finkle, president of USTiA, which represents UK. Please note, repatriation will be to your home to Europeans do) and both the third-party travel insurers who provide full country. No cover will be provided in your home they are generally more coverage plans and the insurers who administer in- country.” expensive than the house cruise line plans, says there is merit in each type It is the same message from NCL (Norwegian Cruise comprehensive single-trip of plan, and USTiA recommends that the public review Line) for cruisers booking in the UK or Europe: “Do I policies sold by dedicated their travel insurance with a travel professional. need travel insurance? Absolutely. Comprehensive travel travel insurers. One On the other hand, one of America’s largest travel insurance is compulsory and you can get it through of Holland America’s agent networks, AAA, advises against buying trip your travel agent or NCL at the time of booking. If cancellation protection insurance from a cruise line ‘because their policies you choose ours, the details can be found [etc.] … plans encompasses a can carry less coverage, and their benefits may stop This insurance is available to persons ordinarily resident $10,000 illness and

International Travel Insurance Journal n www.itij.co.uk FEATURE 35

themselves. They also cover pre-existing conditions on Certainly, medical services and facilities aboard the world’s What many cruisers do not realise is that cruise ship doctors are independent contractors and they charge the basis of their stability and severity. cruise ships have improved dramatically since members accordingly. Use of the medical facilities and high tech equipment is also charged at land-based prices. Breakfast of the Cruise Lines International Association, representing may be free. Treating indigestion (which may mirror a heart attack) is not. Canadians more savvy 90 per cent of the world’s cruise fleet, adopted the Canadian companies such as Manulife Financial, RBC, Health Care Guidelines On Cruise Ship Medical Facilities On 16 March 2007, the US Coast Guard was called to conduct the long-range medevac of an 82-year-old ETFS, Travel Underwriters, ACA-Assurance, Can Am written by the American College of Emergency Physicians woman from the cruise ship Norwegian Dream, approximately 115 miles off the coast of Galveston, Texas. Insurance and dozens of others also offer benefits (ACEP) in 2000. But the fundamental goals of shipboard The woman was reported to be in a lot of pain and needed immediate medical attention beyond what the on- upwards of $1 million for medical, evacuation and medicine are not to duplicate land-based hospitals, but to board medical staff could provide. Coast Guard Air Station Houston launched an HH 65C Dolphin helicopter repatriation expenses for vacationers whether on provide reasonable emergency care for passengers and to conduct the medevac in co-operation with an HU-25 Falcon jet crew from Corpus Christi, Texas, assigned land or sea. And they back that up with 24/7 hotline crew, to stabilise and/or initiate diagnostic and therapeutic to assist due to the extreme distance involved. The rescue helicopter crew located the cruise ship and hoisted assistance services. In fact, many Canadian snowbirds intervention, and to facilitate evacuation. the woman to the craft, slightly less than two hours after getting the first call for assistance. The woman was then who vacation in the US sunbelt during the winter Experienced cruise ship passengers frequently comment safely transferred to the University of Texas Medical Branch in Galveston. use this same, seamless cover for cruise trips out of that medical incidents at sea are not rare events and are Obviously not a simple procedure, but, thankfully, the coast guard service was free, part of their humanitarian Miami, Fort Lauderdale, Texas or California. never ‘routine’. Whether by launch, helicopter off the service to any mariner or passenger requiring immediate assistance. The services she received on board the Patsy Clyke, vice-president of operations for Medipac deck, or ambulance waiting on the pier, the intervention ship before the coast guard stepped in, however, were not. Neither was anything after she was admitted to the International, the administrator of the Canadian of medical assistance at a time of personal crisis is a hospital in Galveston and beyond, including getting home. There is no indication from the coast guard or the Snowbird Association travel health plan, tells ITIJ: blessed event: much more so when it does not leave cruise ship whether the woman was insured or not. “Many of our clients travel to their regular destination behind a trail of financial catastrophe. (in the sunbelt) and take cruises while they are away. Coverage is in place as long as they purchase insurance for the entire time they are away from their home province. If individuals are charged for a doctor visit on a cruise ship, that bill is reimbursable. If they are required to get off at the next port or are taken off by air ambulance, they can simply call Medipac Assist as they would do normally. We have had some cases where individuals have called us from the ship to advise of the need to seek medical treatment.” A typical fee for a relatively healthy 60-year-old traveller may well be less than $5 a day. Similar cover is available through most of the major Canadian travel insurers, who compete too aggressively to skimp on benefits, and whose coverage limits range from $1 million to ‘unlimited’. Moreover, all of these plans are widely and easily available, but they still seem to slip off the radar when people are planning cruises. A North American cruise purchaser has to dig deeply to find much information or advice from cruise lines about only 48 per cent of American cruise and tour travellers purchased single-trip travel insurance in 2006 the crucial need for adequate trip insurance for that seven or ten days of splendid isolation. This is ironic as American travellers abroad are much more vulnerable to catastrophic health cost damages than most other nationals because of the patchy US health insurance landscape. Though most Americans have private health insurance or government-financed Medicare, their coverage is anything but consistent, especially abroad. Medicare, for example, which covers more than 40 million of the nation’s elderly, does not cover medical services provided out of the country. Ships flagged in Liberia, the Bahamas, or Panama do not qualify. And though most Medicare beneficiaries carry supplemental private insurance that covers medical emergencies out of area – that is, out of their normal provider networks – they are unlikely to provide medical repatriation or other direct payment arrangements with foreign healthcare providers. Other private insurance plans such as employer- based policies or credit card plans may or may not provide evacuation or repatriation services, and they also vary enormously in their coverage limits. Thus, unless one is finely tuned in to the fine print in their employer or credit card policies, most American travellers who venture abroad on cruise ships or other modes of travel without third-party trip insurance are virtually flying blind.

No bypass operations on board Part of the problem with selling something as mundane as health insurance to cruise passengers is that many think of cruises as all-inclusive, prepaid dream vacations suspended from the realities of life. What can happen in a week on a floating hotel? International Travel Insurance Journal n www.itij.co.uk 36 WORLDMARKETS

Roger St. Pierre gives an insight into one of the world’s most prosperous nations

All the right moves

International Travel Insurance Journal n www.itij.co.uk WORLDMARKETS 37

No country has embraced free market business for 53 per cent of GDP, and the state retains almost total area of 450,000 square kilometres (174,000 region known as Öresund. ownership principles as wholeheartedly as Sweden exclusive responsibility for that much prized social square miles), Sweden has a population of just nine Once a poor agricultural nation, Sweden kept out of – ironically, a country with a long socialist tradition, welfare, taking care of education, medical treatment million, mostly concentrated around the bustling the two world wars and concentrated on exploiting where taxation has traditionally been high and and childcare. capital of Stockholm and the two east coast cities its natural resources of timber, mineral ore and governments of Often described of Gothenburg (Göteborg in Swedish) and Malmö hydroelectric power to transform itself through the all stripes have as the middle – which, thanks to the new tunnel and bridge link, turbulent 20th Century into one of the world’s most always exercised incoming tourism is a way between has become integrated with the Danish capital of prosperous and advanced industrial nations. Names a strong element socialism and Copenhagen in a key new European economic like Volvo, Saab, Electrolux, continued on p.38 of care over relatively modest sector, with capitalism, their citizens and 1,857 hotels and 197,471 hotel the so-called their working ‘Scandinavian environment. By beds available model’ defined 2004 an amazing in Sweden has 94 per cent of all commercial enterprises in this resulted in a generally fair distribution of wealth. affluent Scandinavian country had passed into private State-funded childcare, parental leave, education right ownership. However, the public sector still accounts through to and including university, old age pensions, tax-funded dental care up to the age of 20 and sick-leave co-funded by employer and the state are all part of the Swedish package.

Strong economy In a country that seems instinctively to get things right, the economy appears to get better all the time; according to data from the National Statistics Agency, it is presently healthier than at any time during the past six years. National output grew an impressive 5.5 per cent in the second quarter of 2006, compared to the same period a year earlier. Yet this is not a nation of workaholics. A recent European Union study revealed it as having among the most flexible working hours in Europe, allowing people to strike a proper balance between their working day and time spent at home or leisure. Happiness, it seems, spurs productivity and flexitime is rapidly replacing the old nine- to-five grind. The third largest country in Western Europe, with a International Travel Insurance Journal n www.itij.co.uk 38 WORLDMARKETS

continued from p.37 Ericsson, ABB, with a good health record and an economy AstraZeneca, Today, it is a norm for youngsters to backpack around approaching a GDP of US$300 billion. H&M, Hasselblad, Absolut and, most recently, Sweden is now undeniably one of the success Tetra Pak and Ikea (and not to forget Abba) the world and for families to holiday in Indonesia, stories among the member countries of the established themselves as truly global brands. European Union, which it joined on 1 January Spurred into aggressive export drives by Thailand or Mexico 1995 with an 88.3 per cent endorsement the lack of a sizeable home market, these machinery are all important components in Sweden’s Though the largest such industry in all the Nordic from eligible voters, though in September enterprises and many others followed the lead of export drive. IT and biomedecine are just two countries, at present, incoming tourism is a relatively 2003 a national referendum rejected joining the EMU their Viking forebears and conquered the world industries in which the country is truly a world leader, modest sector, with 1,857 hotels and 197,471 and adopting the euro in place of the kroner. – though perhaps with more benign tactics. as it is in design, fashion and music. In employment hotel beds available. Over the past 20 years, visitor Since the thankfully short-lived dark days of the early Today, iron and steel, pharmaceuticals, paper, terms, the service sector is by far the largest sector of levels have more than doubled, but the true growth 1990’s major recession, which brought financial pain telecoms, electronics, motor cars and industrial the economy. potential is much higher, a fact that is now being to the vast majority of Swedes for the first time in recognised and exploited. During 2004, incomers living memory, GDP has grown at an annual average spent SW172 kr billion during their stays. of more than 2.5 per cent and inflation has been low, Outbound tourism is already solidly established as measuring just 1.9 per cent a year over the same big business. In 2005, Swedes made 2.2 million period. Exports have remained the main engine of business trips abroad that included overnight stays, economic growth, despite the emergence of low- and 10.3 million leisure trips. This is one of the world’s most widely travelled nations. Charter tour packages set the pattern in the 1950s, when Swedes discovered the Balearics and Canary Islands in a big way. Today, it is a norm for youngsters to backpack around the world and for families to holiday in Indonesia, Thailand or Mexico.

In good health With life expectancy of 82.74 years for women and 78.19 for men, Sweden has one of the world’s longest living populations. It also has one of the lowest birth rates. While recent, relatively large-scale arrivals of Bosnian, Serbian, Turkish and Iranian immigrants have changed things to a degree, it is a very stable, highly educated and literate population International Travel Insurance Journal n www.itij.co.uk WORLDMARKETS 39

for Economic & Regional Growth) Insurance market control of the Stockholm-based Swedish Financial have been working hard to develop Despite the strong, socialised medicine programme, Supervisory Authority. The industry as a whole a concerted strategy for further travel insurance will remain a concern for both collected a total of US$8,285 million in non-life growth of the tourism premiums written during 2004. industry. Given a very modern Currently, while 36 The industry as a whole collected a infrastructure, including well- per cent of arrivals into total of US$8,285 million in non-life engineered and smoothly Sweden are in the surfaced modern roads and a country on business, in premiums written during 2004 generally low traffic density, the outbound sector travel in Sweden is generally very that figure stands at just over 20 per incoming and outgoing travellers. safe – those well publicised encounters with the cent. The balance will surely change Leading locally owned players in Sweden’s insurance formidable moose excepted. But a relative lack for, increasingly, outsiders are coming market include market leading If Skade, with of hazards does not induce resistance to travel to realise that in an albeit short US$1,523 million gross premium income, followed insurance, any more than does the country’s summer, Sweden has glorious sun- by AFA Sjuk (US$1,354 million), Trygg-Hansa formidable accident and healthcare provision and, kissed beaches, and that besides city (US$1,185 million), Folksam Sak (US$964 million), given their eagerness to venture further afield breaks and winter sports it has all the LF Sak (US$312 million), LF Stockholm (US$231 as well as to explore their own country more, warmer-month attractions of the great million), LF Skane (US$181 million) and LF Göteborg Swedes can be marked down as a relative travel outdoors in a clean, safe environment. (US$127 million). They come under the regulatory insurance easy-sell. cost competitors. Impressively, a record deficit of 12 per cent of GDP in 1993 had changed to an eight per cent surplus by 2001. Unemployment currently hovers at just over seven per cent after having been brought down to under five per cent just half a decade ago. Many argue that the figure of seven per cent is artificially low since it does not include those unemployed people in government programmes, nor those in various welfare programmes or on extended sick leave. The correct figure, according to measurement standards used elsewhere is said to be nearer 11 per cent. With 80 per cent of the nation’s workforce unionised, wages are generally set by collective bargaining and there is consequently no government-imposed mandatory minimum wage. Unions, incidentally, have the right to appoint two representatives to the board of directors of any Swedish company with a workforce of more than 25. given their eagerness to venture further afield ... Swedes can be marked down as a relative travel insurance easy-sell

Tourism growth A close on 25-per-cent increase in disposable income over the past half-decade has been matched by a 16- per-cent increase in consumer spending on leisure and recreation, with travel – both for business and pleasure – a key driving force. The neighbouring Nordic countries of Finland, Denmark and Norway attract most outbound holidaymaking Swedes, while Germany is the prime business destination (as well as being the largest single source of Sweden’s visitors, both tourists and business travellers). Though increased competition – especially from cheaper long-haul destinations like Goa, Thailand and Mexico – has had an impact, Spain is still very popular with Swedes, while both Great Britain and Turkey have experienced a significant increase in interest in recent years. Improved levels of disposable income have made shopping-orientated breaks increasingly popular with Sweden’s travelling public. Particularly dynamic growth between 2001–2004 saw a whopping 21-per-cent hike in outbound tourism. That has slowed, but growth is still there, along with the potential for increased travel insurance business. Remember too, many Swedes prefer to holiday in their own country, with the great appeal of its outdoor life, as well as some wonderful cities to visit – and Swedes are very insurance minded. At present the Swedish tourism industry turns over some SW167 kr billion a year, or 2.54 per cent of the country’s GDP, and employs the equivalent of 127,000 full-time workers. Working with the private sector, the Swedish Travel & Tourism Council and Nutek (the Swedish Agency International Travel Insurance Journal n www.itij.co.uk 40 SERVICEDIRECTORY To have your company listed in the Service Directory email: [email protected]

1. AIR AMBULANCE 1. AIR AMBULANCE (cont.) AFRICA South Pacific Air Ambulance Scotty Watson – Managing Director

Air Ambulance Worldwide Inc. Mark Jones – President NEW ZEALAND [email protected] 35246 US Hwy 19 North [email protected] AUSTRALIA Tel: +649 623 0162 #210 www.airambulanceworldwide.com SINGAPORE Fax: +649 630 8063 Palm Harbor Tel: +1 727 781 1198 Florida 34684 Fax: +1 727 786 0897 USA EUROPE AMREF Flying Doctor Service Dr Bettina Vadera – Medical Director ADAC-Ambulance Service Robert Glueck – Marketing & Sales Director Wilson Airport [email protected] Am Westpark 8 [email protected] LangataRoad www.amref.org 81373 Munich www.adac.de/ambulance PO Box 18617 Tel: +254 20 600 090 GERMANY Tel: +49 89 76 76 52 85 Nairobi Fax: +254 20 344 170 24-h alarm centre: KENYA +49 89 76 76 50 05 European Air Ambulance Patrick Schomaker – Director Sales & Mkt AeroMed 365 Paul Golder – Commercial Director 175A, rue de Cessange [email protected] L-1321 www.air-ambulance.com Worth Corner Business Cntr [email protected] LUXEMBOURG Tel (24 hr): +49 711 7007 7007 Turners Hill Road www.aeromed365.com Fax: +49 711 7007 7009 Pound Hill Tel: +44 8707 596 999 Crawley RH10 7SL Fax: +44 8707 559599 UK JET ICU Bart Gray – President 15725 Fairchild Drive [email protected] Air Ambulance Worldwide Inc. Mark Jones – President Clearwater www.jeticu.com 35246 US Hwy 19 North [email protected] FL 33762 Tel: +1 877 453 8428 #210 www.airambulanceworldwide.com USA Tel: +1 727 524 9825 Palm Harbor Tel: +1 727 781 1198 Fax: +1 727 524 9826 Florida 34684 Fax: +1 727 786 0897 USA Netcare 911 Aeromedical Shane Marais - Flight Operations Mgr Netcare 911 House [email protected] AirMed International LLC Jeffrey T Tolbert – President 49 New Road www.netcare911.co.za 1000 Urban Center Drive [email protected] Halfway House Tel: +27 11 254 1392 Suite 470 www.airmed.com Midrand 1685 Fax: +27 11 254 1405 Birmingham Tel: +1 205 443 4840 SOUTH AFRICA AL 35242 Fax: +1 205 443 4841 USA Toll Free: +1 877 633 5387 AUSTRALASIA Air Medical Ltd Glenn Salt – Flight Operations Manager Oxford Airport [email protected] – President Air Ambulance Worldwide Inc. Mark Jones Kidlington www.airmed.co.uk 35246 US Hwy 19 North [email protected] Oxfordshire Tel: +44 1865 842 887 #210 www.airambulanceworldwide.com OX5 1QX Tel: +44 1865 370 642 Palm Harbor Tel: +1 727 781 1198 UK Florida 34684 Fax: +1 727 786 0897 USA Alba Consulting Ltd. Andrew McGill – Managing Director Asia Assistance Partners Siriporn Wongurai – Int. Ops. Director Unit G11, Hanger 4 [email protected] Shoreham Airport www.albaconsulting.org 184/235 Forum Tower [email protected] Shoreham-By-Sea Tel: +44 (0) 1273 453999 36 Flr Ratchadapisek Rd www.aapartners.net Huaykwang Tel: +662 645 3733-5 BN43 5FF Fax: +44 (0) 1273 455118 Bangkok 10320 Fax: +662 645 3732 UK Mobile: +44 (0) 7810 876762 THAILAND Augsburg Air Ambulance Roland Schoberth – Director Asia Medical Assistance Abhijeet Sachdev – Vice President Roseggerstr 17 [email protected] DLF City-ll [email protected] D-86368 www.ambulanzflugdienst.de M.G Road www.privathealthcaregroup.com Gersthofen Tel: +49 821 299 1020 New Delhi Tel: +91 9899 198 198 GERMANY Tel: +49 821 299 2030 Gurgaon 122002 Fax: +91 1242 235 2527 INDIA EMC Meditrans Servé de Klerk – President CareFlight International Colin Robshaw – Co-ordinator Hoevestein 23 [email protected] Westmead Hospital Campus [email protected] Postbus 4190 www.emc.nl PO Box 159 www.careflight.org 4900 CD Tel: +31 162 496 000 Westmead Tel: +61 1300 655 855 Oosterhout Fax: +31 8 42 24 64 86 NSW 2145 Fax: +61 2 4751 2995 THE NETHERLANDS AUSTRALIA Euro-flite Air Ambulance Juani Missonen – Coordinator European Air Ambulance Patrick Schomaker – Director Sales & Mkt Helsinki International Airport [email protected] 175A, rue de Cessange [email protected] PO Box 187 Tel: +358 20510 1900 L-1321 www.air-ambulance.com FIN-01531 Fax: +358 20510 1901 LUXEMBOURG Tel (24 hr): +49 711 7007 7007 Vantaa Fax: +49 711 7007 7009 FINLAND

European Air Ambulance Patrick Schomaker – Director Sales & Mkt JET ICU Bart Gray – President 175A, rue de Cessange [email protected] 15725 Fairchild Drive [email protected] L-1321 www.air-ambulance.com Clearwater www.jeticu.com LUXEMBOURG Tel (24 hr): +49 711 7007 7007 FL 33762 Tel: +1 877 453 8428 Fax: +49 711 7007 7009 USA Tel: +1 727 524 9825 Fax: +1 727 524 982 FAI – rent-a-jet AG Volker Lemke – Director Sales & Marketing Medical Wings Dr Sommart Somsiri – Medical Director Flughafenstrasse 100 [email protected] 222 Room 3259 [email protected] D-90268 Nuremberg www.rent-a-jet.de Donmuang Int Airport Moo 10 www.medicalwings.com GERMANY Tel: +49 911 36009 31 Viphavadee-Rangsit Rd, Sikan Tel: +662 247 3392 Fax: +49 911 36009 59 Don Muang, Bangkok 10210 Fax:+662 535 4355 THAILAND Global Medical Support Otto Karud – Marketing Director – Operations Manager Mediflight Debra O’Brien Ullevaal University Hospital [email protected] Royal Adelaide Hospital [email protected] 0407 Oslo www.globalmedicalsupport.com North Terrace www.mediflight.com.au NORWAY Tel: +47 22 96 50 50 Adelaide Tel: +61 8 8223 6618 Telfax: +47 22 96 50 51 SA 5000 Fax:+61 8 8223 6340

AUSTRALIA Hope Ambulance Service Dr Charles Johnson – Medical Director Pacific Flight Services Pte Ltd Katherine Yeo – Assistant Marketing Mgr 56 Upavon Road [email protected] ST Aerospace Engineering Bldg [email protected] Seletar West Camp www.fly-pfs.com Singapore 507745 www.hopeambulance.com Seletar Airport Tel: +65 6481 3756 SINGAPORE 24hr Tel: +65 6100 1911 797796 Fax: +65 6482 1727 Fax: +65 6400 5254 SINGAPORE International Travel Insurance Journal n www.itij.co.uk call +44 (0) 117 925 5151 To make an alteration to a listing email: [email protected] SERVICEDIRECTORY 41

1. AIR AMBULANCE (cont.) 1. AIR AMBULANCE (cont.) IFRA Dr Christian Steindl – Director American Care Air Ambulance Joel Reynolds – General Manager Bahnhofplatz 13/5 [email protected] 8775 Aero Drive [email protected] POB 160 www.ifra.at Suite 120 www.americancareairambulance.com 3500 Krems Tel: +43 2732 825 610 San Diego Tel: +1 858 627 0515 AUSTRIA Fax: +43 2732 851 01 CA 92123 Fax: +1 858 627 0534 USA Jet Executive International Charter günter Krahé – Ground Ops Manager Canadian Global Air Ambulance Jeff McIntosh – President Mündelheimer Weg 50 [email protected] Toronto [email protected] D-40472 www.jetexecutive.com Winnipeg www.canadianglobalair.ca Düsseldorf Tel: +49 211 602 7775 Vancouver Toll Free: +1 800 563 3822 GERMANY Fax: +49 211 602 77766 CANADA Tel: +1 204 888 5555 “Homebase FRA & MUC” Fax: +1 204 888 9111 JET ICU Bart Gray – President European Air Ambulance Patrick Schomaker – Director Sales & Mkt 15725 Fairchild Drive [email protected] 175A, rue de Cessange [email protected] Clearwater www.jeticu.com L-1321 www.air-ambulance.com FL 33762 Tel: +1 877 453 8428 LUXEMBOURG Tel (24 hr): +49 711 7007 7007 USA Tel: +1 727 524 9825 Fax: +49 711 7007 7009 Fax: +1 727 524 9826 Med Call GmbH Michael Diefenbach – CEO JET ICU Bart Gray – President Bahnhofstrasse 22 [email protected] 15725 Fairchild Drive [email protected] 65185 www.medcallgmbh.com Clearwater www.jeticu.com Wiesbaden Tel: +49 611 9310 310 FL 33762 Tel: +1 877 453 8428 GERMANY Fax: +49 611 9310 311 USA Tel: +1 727 524 9825 Fax: +1 727 524 9826 Medical Jet Services & Partner W Dichtl Life Flight International Inc. Chris Connor – Operations Radetzkystr 19 [email protected] Victoria International Airport [email protected] Vienna www.medicaljetservice.com Viscount Business Center www.lifeflight.ca 1030 Tel: +43 1 600 1212 103-9800 McDonald Pk Rd Tel: +1 250 655 1630 AUSTRIA Fax: +43 1 713 2799-19 Sidney, British Columbia Fax: +1 250 656 9394 CANADA Red Star Aviation Mustafa Atac – CEO National Air Ambulance George Martinez – Mgr Flight Co-ordination Sabiha Gokcen Int Airport [email protected] 3495 SW 9th Ave [email protected] Fort Lauderdale www.nationalairambulance.com J Blok Kurtkoy www.redstar-aviation.com FL 33315 Tel: +1 954 359 9900 34912 Tel: +90 216 588 0216 USA Fax: +1 954 359 9500 Istanbul Fax: +90 216 588 0225

TURKEY Skyservice Air Ambulance David Ewing – VP Int. Market Development Swiss Air Ambulance/REGA Walter Stunzi – PR/Marketing Mgr YUL/Trudeau Int Airport [email protected] PO Box 1414 [email protected] 9785 Avenue Ryan www.skyservice.com/airambulance Zurich Airport www.rega.ch Montreal (Quebec) N AmericaToll Free: +800 463 3482 CH-8058 Tel: +41 333 333 333 H9P 1A2 Tel: +1 514 497 7000 SWITZERLAND Fax: +41 44 654 3590 CANADA Fax: +1 514 636 0096

Tyrol Air Ambulance Jakob Ringler – Managing Director PO Box 81 [email protected] A-6026 www.taa.at Innsbruck Airport Tel: +43 512 224 220 AUSTRIA Fax: +43 512 288 888

NORTH AMERICA Aerojet Stuart Hayman – President 4631 NW 31st Ave [email protected] #220 www.aero-jet.com Ft Lauderdale Tel: +1 954 730 9300 FL 33309 Fax: +1 954 485 6564 USA Aeromedevac Air Ambulance Jesus Mendez – Provider Relations 681 Kenney Street [email protected] Gillespie Field Airport www.aeromedevac.com El Cajon Tel: US: +1 619 284 7910 CA 92020 Tel: Mexico: 00 1-800-832-5087 USA Fax: +1 619 284-7918 Air Ambulance Professionals, Inc. Brian L. Weisz – President Ft. Lauderdale Executive Airport [email protected] 1535 South Perimeter Rd www.airambulanceprof.com Hangar 36B Ft. Lauderdale Tel: +1 954 491 0555 Florida 33309 Fax: +1 954 491 6114 USA Air Ambulance Specialists, Inc. Donald Jones – President 8001 S.Interport Blvd. [email protected] Suite 250 www.airaasi.com Englewood Toll Free: +1 800 424 7060 CO 80111 Tel: +1 720 875 9182 USA Fax: +1 720 875 9183 Air Ambulance Worldwide Inc. Mark Jones – President 35246 US Hwy 19 North [email protected] #210 www.airambulanceworldwide.com Palm Harbor Tel: +1 727 781 1198 Florida 34684 Fax: +1 727 786 0897 USA AirMed International LLC Jeffrey T Tolbert – President 1000 Urban Center Drive [email protected] Suite 470 www.airmed.com Birmingham Tel: +1 205 443 4840 AL 35242 Fax: +1 205 443 4841 USA Toll Free: +1 877 633 5387

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

2. AIR AMBULANCE INTERIOR 4. ASSISTANCE COMPANIES (cont.) Air Ambulance Technology Egon Kuntner – President EUROPE & THE MEDITERRANEAN A-5282 [email protected] Ranshofen www.airambulancetechnology.com ADAC-Ambulance Service Robert Glueck – Marketing & Sales Director AUSTRIA Tel: +43 7722 85051 Am Westpark 8 [email protected] Fax: +43 7722 85051-22 81373 Munich www.adac.de/ambulance GERMANY Tel: +49 89 76 76 52 85 24-h alarm centre: 3. AIRCRAFT PERFORMANCE SOLUTIONS +49 89 76 76 50 05 ARC Transistance Hans Biekmann – Network Director RAISBECK Engineering Nick Nicholson – Sales Manager Avenue des Olympiades 2 [email protected] 4411 South Ryan Way [email protected] 1140 Brussels www.arctransistance.com Seattle WA98178 www.raisbeck.com BELGIUM Tel: +32 2 706 6660 USA Tel: +1 206 723 2000 Fax: +32 2 706 6601 Fax: +1 206 723 2884 Assistance Plus Maria Berkova – General Manager 10 Building 3, Office 17 [email protected] 4. ASSISTANCE COMPANIES Petrovsko-Razumovskaya alleya www.assistplus.ru Moscow 127083 Tel: +7 495 785 5525 AFRICA RUSSIA Fax: +7 495 786 9683 AIMS Bernadette Breton – Managing Director Private Bag X5 [email protected] Atlantic Assist Adriano Gouveia – Operations Manager Benmore Gardens 2010 www.aims.org.za Rua da Alfandega 10-2.D [email protected] Johannesburg Tel: +27 11 245 5777 PO Box 750 www.atlanticassist.com South Africa Fax: +27 11 783 9277 9000-056 Funchal Tel: +351 291 214 200 Madeira Fax: +351 291 214 202 AMREF Flying Doctor Service Dr Bettina Vadera – Medical Director PORTUGAL Wilson Airport [email protected] Express Assist Vardan Azatian – General Director Langata Road www.amref.org 11-th Radialnaya, 2 [email protected] PO Box 18617 Tel: +254 20 600 090 115404 www.expressassist.ru Nairobi Fax: +254 20 344 170 Moscow Tel: +7 495 775 2090 KENYA RUSSIA Fax: +7 495 775 2091 Netcare 911 International Assistance Brenda Durow - International Assistance Mgr Netcare 911 House [email protected] Global Voyager Assistance Costas Danilenko – CEO 49 New Road www.netcare911.co.za PO Box II [email protected] Halfway House Tel: +27 11 254 1387 125124 www.gvassistance.com Midrand 1685 Fax: +27 11 254 1405 Moscow Tel: +7 495 775 0999 SOUTH AFRICA RUSSIA Fax: +7 495 775 0998 Mapfre Asistencia Natalia Jorquera – Int Com & Mkt Mgr AUSTRALASIA Sor Ángela de la Cruz, 6 [email protected] Asia Assistance Partners Siriporn Wongurai – Int. Ops. Director 28020 Madrid www.mapfreasistencia.com SPAIN Tel: +34 91 581 4998 184/235 Forum Tower [email protected] Fax: +34 91 581 1850 36 Flr Ratchadapisek Rd www.aapartners.net Huaykwang Tel: +662 645 3733-5 Marm Assistance Jill Atac – CEO Bangkok 10320 Fax: +662 645 3732 Sabiha Gokcen Int Airport [email protected] THAILAND J Blok Kurtkoy www.marmassistance.com Asia Medical Assistance India Abhijeet Sachdev – Vice President 34912 Tel: +90 216 588 0588 Istanbul Fax: +90 216 588 0602 DLF City-ll [email protected] TURKEY M.G Road www.privathealthcaregroup.com New Delhi Tel: +91 9899 198 198 MK International Emergency Services Minas Kaloumenos – General Manager Gurgaon 122002 Fax:+91 2440 147 28 95, Ioanninon Street [email protected] INDIA 10444 Tel: +30 210 5154600 Athens Fax: +30 210 5131660 – Vice President Asia Medical Assistance Thailand Abhijeet Sachdev GREECE 1011 10th Fl, BB Building [email protected] 54 Sukhumvit Soi 21 (Asoke) www.privathealthcaregroup.com SOS International Helle Drager – Comms & Marketing Manager N Klong Toey, Wattana Tel: +66 225 833 55 Nitivej 6 [email protected] Bangkok Tel: +91 9899 198 198 DK-2000 www.sos.eu THAILAND Fax:+66 225 822 77 Frederiksberg Tel: +45 7010 5055 Blue Dot Assistance Haryanto Sutadi – President Director Copenhagen Fax: +45 7010 5056 Blue Dot Center [email protected] DENMARK Blok K, L, M www.bluedot.web.id TBS Team 24 d.o.o Edvard Hojnik – General Manager Jl Gelong Baru Utara 5-8 Tel: +62 21 5696 1177 Ljubljanska Ulica 42 [email protected] Tomang, Jakarta Barat 1440 Fax: +62 21 5696 1169 2000 Maribor www.tbs-team24.com INDONESIA SLOVENIJA Tel: +386 2618 2301 Customer Care Pty Ltd Janine Benson – Operations Manager (Croatia, Slovenia, Fax: +386 2618 5800 Level 3 [email protected] Bosnia-Herzegovina, Macedonia, Serbia-Montenegro, Kosovo) 60 Miller Street www.customercare.com.au North Sydney 2060 Tel: +612 9202 8222 NORTH & CENTRAL AMERICA NSW Fax: +612 9202 8220 AUSTRALIA ASISTUR Emilio Guevara – Managing Director Prado 208 [email protected] First Assistance Mary-Jo McDonald – General Manager e/ Colon y Trocadero www.asistur.cu PO Box 17-310 [email protected] Habana Vieja Tel: +537 8664499 Greenlane www.firstassistance.co.nz Ciudad Habana 10100 Fax: +537 8668087 Auckland Tel: +64 9 356 1650 CUBA NEW ZEALAND Fax: +64 9 525 1278 Assured Assistance Inc. Martha Turnbull – Director of Operations 6880 Financial Drive [email protected] – Chief Executive Officer Global Assistance & Healthcare Mario Babin Mississauga Tel: +1 905 816 2495 Jalan Pattimura [email protected] Ontario Fax: +1 905 813 4719 15 Kebayoran Baru www.global-assistance.net L5N 7Y5 Jakaita Tel: +62 21 725 8115 CANADA 12110 Fax: +62 21 725 7961 Indonesia Global Excel Management Brian Allatt – CEO 73 Queen Street [email protected] South Pacific Air Ambulance Scotty Watson – Managing Director Lennoxville, Quebec www.globalexcel.ca NEW ZEALAND [email protected] JIM IJ3, CANADA Tel: +1 866 566 1130 AUSTRALIA Tel: +649 623 0162 4242 Cranmore Court Fax: +1 819 566 8335 SINGAPORE Fax: +649 630 8063 Belle Isle, Fl 32812, USA

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

4. ASSISTANCE COMPANIES (cont.) 6. COST CONTAINMENT (cont.) Medex Assistance Corporation Linda McGee – SVP of Sales OneWorld Assist Jeanette Harper – Business Dev. Manager 8501 LaSalle Road [email protected] 89 Fleet Street [email protected] Suite 200 www.medexassist.com London www.oneworldassist.co.uk Baltimore Tel: +1 410 453 6300 EC4Y 1DH Tel: +44 7786 982 624 MD 21286 Fax: +1 410 453 6301 UK Fax: +44 1189 32 80 68 USA OneWorld Assist Taka Katsube – Dir Assist & Cost Mngment NORTH AMERICA 10th Floor [email protected] 6081 No.3 Road www.oneworldassist.com Global Excel Management Brian Allatt – CEO Richmond, BC Tel: +1 604 303 2113 73 Queen Street, Lennoxville [email protected] V6Y 2B2 Fax: +1 604 276 4593 Quebec, JIM 1J3, CANADA www.globalexcel.ca CANADA 4242 Cranmore Court Tel: +1 866 566 1130 Belle Isle, FL 32812, USA Fax: +1 819 566 8335 TMCA Margaret Whartom – Ops Manager 217 Broadway [email protected] Global Medical Management Raija Itzchaki – Assistant VP Marketing Suite 600 www.tmcatravel.com 7901 SW 36th Street [email protected] NYC Tel: +1 212 964 8580 Suite 100 www.gmmusa.com NY 10007 Fax: +1 212 406 1520 Davie Tel: +1 954 370 6404 USA FL 33328 Fax: +1 954 370 8613 World Travel Protection Canada Inc. Dr Ron Mayer – President & Chf Med Officer USA

400 University Avenue [email protected] 15th Floor www.wtp.ca Health Systems International Peggy Novotny – VP / Gen Mngr Intl Bus. Toronto Tel: +1 416 977 3565 5975 Castle Creek Parkway [email protected] Ontario M5G IS7 Fax: +1 416 205 4676 Suite 100 www.us-hsi.com CANADA Indianapolis Tel: +1 317 806 2000 IN 46250 Fax: +1 317 806 2033 SOUTH AMERICA USA

Cardinal Assistance Alberto C. Chapur – President Medsave USA Jeffrey Baker – President Av. Cordoba 890 7° piso [email protected] 1400 Old Country Road [email protected] (C 1054AAU) Capital Federal www. cardinalassistance.com Suite 109 www.medsaveusa.com Buenos Aires Tel: +54 11 4129 7514 Westbury Tel: +1 516 622 1784 ARGENTINA NY 11590 Fax: +1 516 294 6761 USA 5. Catastrophic Claims Specialist Star Healthcare Gigi Galen – President 850 7th Avenue [email protected] Dr Colin Plotkin Consulting Dr Colin Plotkin – Managing Director Suit 803 www.starhealthcarenet.com 27-3088 Francis Road [email protected] New York 10019 Tel: +1 212 581 8228 Richmond Tel: +1 604 241 9677 USA Fax: +1 212 581 8272

British Columbia Fax: +1 604 241 0733 V7C 5V9 TMCA Margaret Whartom – Ops Manager CANADA 217 Broadway [email protected] Suite 600 www.tmcatravel.com NYC Tel: +1 212 964 8580 6. COST CONTAINMENT NY 10007 Fax: +1 212 406 1520 USA AFRICA United Health International Philip Brun – Director of Business Development AIMS Bernadette Breton – Managing Director 15500 New Barn Road [email protected] Private Bag X5 [email protected] Suite 200 www.hygeia.net Benmore Gardens www.aims.org.za Miami Lakes Tel: +1 305 594 9291 Ext.3312 2010 Tel: +27 11 245 5777 FL 33014 Fax: +1 305 594 9201 Johannesburg Fax: +27 11 783 9277 USA South Africa EUROPE 7. CLAIMS MANAGEMENT ChargeCare International Christiane Burniston – Managing Director Global Assistance & Healthcare Nathan Hannah – TPA Mgr Asia/Pac Monument Business Park [email protected] Jalan Pattimura [email protected] 1D, Park Offices www.chargecare.co.uk 15 Kebayoran Baru www.global-assistance.net Warpsgrove Lane Tel: +44 1865 400 007 Jakaita Tel: +62 21 725 8115 Chalgrove, Oxford Fax: +44 1865 400 707 12110 Fax: +62 21 725 8951 UK Mobile: +44 777 44 35 649 Indonesia Marm Assistance Jill Atac – CEO Global Excel Management Brian Allatt – CEO Sabiha Gokcen Int Airport [email protected] 73 Queen Street, Lennoxville [email protected] CANADA www.globalexcel.ca J Blok Kurtkoy www.marmassistance.com Quebec, JIM 1J3, 4242 Cranmore Court Tel: +1 866 566 1130 34912 Tel: +90 216 588 0588 Belle Isle, FL 32812 USA Fax: +1 819 566 8335 Istanbul Fax: +90 216 588 0602 TURKEY Star Healthcare Gigi Galen – President Medical Claims International Spain Fatima Guillen Grande – Managing Director 850 7th Avenue [email protected] C/Ciudad de Aguilas No.2 [email protected] Suit 803 www.starhealthcarenet.com Local 2A www.mcimanager.com New York Tel: +1 212 581 8228 Madrid 28030 Tel: 00 34 913 016 145 10019 Fax: +1 212 581 8272 SPAIN Fax: 00 34 913 016 160 USA

CATEGORY KEY 6. Cost Containment 12. Hospitals 1. Air Ambulance 7. Claims Management 13. Medical Escort on Commercial Airlines 2. Air Ambulance Interior 8. Claims Subrogation 14. Medical Provider 3. Aircraft Performance Solutions 9. Critical Care Patient Transport 15. Medical Screening 4. Assistance Companies 10. Funeral Directors 16. Re-insurance 5. Catastrophic Claims Specialist 11. Healthcare Clinics 17. Travel Agents

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

8. CLAIMs SUBROGATION 11. HEALTHCARE CLINICS

Medsave USA Jeffrey Baker – President Luzdoc Dr Maria Alica Silva – Medical Director 1400 Old Country Road [email protected] Rua 25 de Abril [email protected] Suite 109 www.medsaveusa.com 12 Vila da Luz www.luzdoc.com 8600-174 LGS Tel: +351 282 780 700 Westbury Tel: +1 516 622 1784 PORTUGAL Fax: +351 282 780 709 NY 11590 Fax: +1 516 294 6761

Number One Health Group Dr Charlie Easmon – Director 1 Harley Street [email protected] London www.numberonehealth.co.uk 9. CRITICAL CARE PATIENT TRANSPORT W1G 9QD Tel: +44 207 307 8756 EUROPE UK Fax: +44 207 504 3758

Lufthansa German Airlines Lufthansa Medical Desk FRA XJ [email protected] Frankfurt Airport Tel: +49 1805 838 038 12. HOSPITALS D-60546 Fax: +49 561 9933 117 GERMANY ASIA Bangkok Hospital Medical Center Judy Mitchell – Third Party Payor Services Bangkok International Hospital [email protected] 2 Soi Soonvijai 7 www.bangkokhospital.com 10. FUNERAL DIRECTORS New Petchburi Road Tel: +66 2310 3000 Bangkok 10320 Fax: +66 2310 3105 BONGO International Funeral Services Marek Cichewicz – Intl Manager Thailand ul. Skrzetuskiego 34A [email protected] Piyavate Hospital Intl. Health Care Dr. Tanatip Suppradit – CEO 02-726 www.bongo.com.pl Piyavate International Hospital [email protected] Warsaw Tel: +48 22 831 00 36 998 Rimklongsamsaen Rd. www.piyavate.com POLAND Fax: +48 22 635 21 93 (Rama IX Rd.), Bangkapi, Tel: +66 2625 6500 Huay Kwang, Bangkok 10310 Fax: +66 2625 6890 Thailand Funeral Home AURIGA Ltd. helen Pradova – Chief of Intnl Dept B. Nmcové Street 1052/1 [email protected] Privat Hospital Abhijeet Sachdev – Vice President 412 01 [email protected] DLF City-ll [email protected] Litomerice www.funeral-assistance.cz M.G Road www.privathealthcaregroup.com CZECH REPUBLIC Tel: +420 724 257 899 New Delhi Tel: +91 9899 198 198 Fax: +420 416 735 800 Gurgaon 122002 Fax: +91 124 235 3794 INDIA Funeralcare International Roger Waddington Wockhardt Hospitals Pradeep Thukral – Head International Mrktg 221 Upper Richmond Road [email protected] Mulund Goregaon [email protected], [email protected] Putney www.co-operativefuneralcare.co.uk Link Road www.wockhardthospitals.net London Tel: +44 20 8788 5303 Mumbai Tel: +91 9819015749 SW15 6SQ Fax: +44 20 8788 2525 400 078 Tel: +91 22 26596502 UK INDIA Fax: +91-22-55994242 Global Networks Funeral Assistance Cristina Almudi – Managing Director EUROPE 23 Blindmans Lane [email protected] Cheshunt www.gnfa.info Xanit Hospital de Benalmadena Dr. Juan Bosco Rodriguez Hurtado – Director Hertfordshire Tel: +44 1992 640 066 Camino de Gilabert s/n [email protected] Benalmadena www.xanit.net EN8 9DR Fax: +44 1992 785 030 29630 Tel: +34 952 367 190 UK Malaga Fax: +34 952 367 191 KCH Repatriation Specialists Robert Rowntree – Managing Director SPAIN 83 Westbourne Grove [email protected] NORTH AMERICA Bayswater www. kchrepatriation.com London W2 4UL Tel: +44 20 7313 6920 Baptist Health Int. Center of Miami Yohandra Fuentes – Finance Manager UK Fax: +44 20 7313 6999 8940 North Kendall Drive [email protected] Suite 601-E www.baptisthealth.net/international Miami Tel: +1 786 596 2373 MK Funeral & Transportation Services Minas Kaloumenos – General Manager Fl 33176 Fax: +1 786 596 5979 95, Ioanninon Street [email protected] USA 10444 Tel: +30 210 5154600 Jackson Memorial Hospital Int. Shai Gold – Vice President Athens Fax: +30 210 5131660 Jackson Medical Towers [email protected] GREECE East Tower, Suite 829 www.jmhi.org 1500 NW 12th Avenue 24 hr: +1 786 367 4914 Miami, FL 33136-9998 Tel: +1 305 355 5544 Rowland Brothers International Melanie Walkling – Manager Int. Dept USA Fax: +1 305 355 5545 299-305 Whitehorse Road [email protected] West Croydon www.rowlandbrothersinternational.co.uk Surrey Tel: +44 20 8684 2324 13. MEDICAL ESCORT ON COMMERCIAL AIRLINES CR0 2HR Fax: +44 20 8684 8000 UK AFRICA Servilusa Vanda Castro – Manager Int Dept AMREF Flying Doctor Service Dr Bettina Vadera – Medical Director Agencias Funerarias SA [email protected] Wilson Airport [email protected] International Dept. www.servilusa.pt Langata Road www.amref.org Rua do Entreposto Industrial Tel: +35 121 470 6300 PO Box 18617 Tel: +254 20 600 090 8-2 Esq, 2610-135 Amadora Fax: +35 121 470 6499 Nairobi Fax: +254 20 344 170 PORTUGAL KENYA

CATEGORY KEY 6. Cost Containment 12. Hospitals 1. Air Ambulance 7. Claims Management 13. Medical Escort on Commercial Airlines 2. Air Ambulance Interior 8. Claims Subrogation 14. Medical Provider 3. Aircraft Performance Solutions 9. Critical Care Patient Transport 15. Medical Screening 4. Assistance Companies 10. Funeral Directors 16. Re-insurance 5. Catastrophic Claims Specialist 11. Healthcare Clinics 17. Travel Agents

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

13. MEDICAL ESCORT ON COMMER. AIRLINES (Cont) 14. MEDICAL PROVIDER

AUSTRALASIA AMREF Flying Doctor Service Dr Bettina Vadera – Medical Director CareFlight International Sue Robshaw – Co-ordinator Wilson Airport [email protected] Westmead Hospital Campus [email protected] Langata Road www.amref.org PO Box 159 www.careflight.org PO Box 18617 Tel: +254 20 600 090 Westmead Tel: +61 1300 655 855 Nairobi Fax: +254 20 344 170 NSW 2145 Fax:+61 2 4751 2995 KENYA AUSTRALIA Atlantic Assist Adriano Gouveia – Operations Manager – Medical Director Medical Wings Dr Sommart Somsiri Rua da Alfandega 10-2.D [email protected] 222 Room 3259 [email protected] PO Box 750 www.atlanticassist.com Bangkok Int Airport www.medicalwings.com 9000-056 Funchal Tel: +351 291 214 200 Viphavadee-Rangsit Rd, Sikan Tel: +662 247 3392 Madeira Fax: +351 291 214 202 Don Muang, Bangkok 10210 Fax:+662 535 4355 THAILAND PORTUGAL Mediflight Debra O’Brien – Operations Manager Royal Adelaide Hospital [email protected] 15. MEDICAL SCREENING North Terrace www.mediflight.com.au Adelaide Tel: +61 8 8223 6618 – Call Centre Manager SA 5000 Fax: +61 8 8223 6340 Travel & Medical Insurance Services Lara Suttie AUSTRALIA 1st Flr Suite, West House [email protected] 46 High Street www.travelandmedical.co.uk EUROPE Orpington Tel: +44 845 058 8000 Kent BR6 0JQ Fax: +44 845 053 3000 AeroMed 365 Paul Golder – Commercial Director UK Worth Corner Busn Cntr [email protected] Turners Hill Road www.aeromed365.com Travel Screen Sandra Howell – General Manager Pound Hill Tel: +44 8707 596 999 The Seedbed Centre [email protected] Crawley RH10 7SL Fax: +44 8707 559599 Vanguard Way www.travelscreen.co.uk UK Shoeburyness Tel: +44 1702 587 007 EMC Meditrans Servé de Klerk – President Essex SS3 9QY Fax: +44 1702 584 731 Hoevestein 23 [email protected] UK Postbus 4190 www.emc.nl 4900 CD Tel: +31 162 496 000 Oosterhout Fax: +31 8 42 24 64 86 17. TRAVEL AGENTS THE NETHERLANDS Voyageur Aeromedical Travel Marc Lucas – General Manager Voyageur Aeromedical Travel Marc Lucas – General Manager Voyageur Buildings [email protected] Voyageur Buildings [email protected] 43 Colston Street www.voyageur.co.uk 43 Colston Street www.voyageur.co.uk Bristol Tel: +44 (0)117 927 3554 Bristol Tel: +44 (0)117 927 3554 BS1 5AX Fax: +44 (0)117 925 5940 BS1 5AX Fax: +44 (0)117 925 5940 UK UK NORTH AMERICA Aeromedevac Air Ambulance Jesus Mendez – Provider Relations 681 Kenney Street [email protected] Gillespie Field Airport www.aeromedevac.com El Cajon Tel: US: +1 619 284 7910 CA 92020 Tel: Mexico: 00 1-800-832-5087 USA Fax: +1 619 284-7918 Air Ambulance Worldwide Inc. Mark Jones – President 35246 US Hwy 19 North [email protected] #210 www.airambulanceworldwide.com Palm Harbor Tel: +1 727 781 1198 Florida 34684 Fax: +1 727 786 0897 USA American Care Air Ambulance Joel Reynolds – General Manager 8775 Aero Drive [email protected] Suite 120 www.americancareairambulance.com San Diego Tel: +1 858 627 0515 CA 92123 Fax:+1 858 627 0534 USA Life Flight International Inc. Chris Connor – Operations Victoria International Airport [email protected] Viscount Business Center www.lifeflight.ca 103-9800 McDonald Pk Rd Tel: +1 250 655 1630 Sidney, British Columbia Fax: +1 250 656 9394 CANADA National Air Ambulance George Martinez – Mgr Flight Co-ordination 3495 SW 9th Ave [email protected] Fort Lauderdale www.nationalairambulance.com FL 33315 Tel: +1 954 359 9900 USA Fax: +1 954 359 9500

MedEscort International Craig Poliner – President 1730 Vultee Street [email protected] Allentown www.medescort.com PA 18103 Toll Free: +1 800 255 7182 Tel (US): 610 791 3111 USA Fax: +1 610 791 9189

If you want to be included in the listing or you have any enquires please call our sales department on: +44 (0)1179 25 51 51

International Travel Insurance Journal n www.itij.co.uk 46 NEWS

E GRAPEVINVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GR N A I percentage of the population cannot afford air P V

Ill-prepared to THIA tell it how E E V

P travel, the virtual trip has proved to be a resounding

Bingo criminals I A N

R success. Customers are asked to buckle themselves E

cope with illness it should be G G continued from p.20 continued from p.4 We hear from time to time how badly British in and then watch a safety demonstration. The E R N A

I tourists behave while they are abroad, and captain’s announcements, made at regular intervals, P V E acknowledgement that additional action is required their own steam and own expense. He also E most of the bad press is more than justified, but include “We will soon be passing through a zone V P I A – sooner rather than later.” warned that consumers need protection while sympathy must be felt for seven Brits arrested of turbulence,” and “We are about to begin our N R E

G G Since there is no effective risk transfer on board the cruise ship as well, but especially if in Turkey recently – for the crime of playing a descent into Delhi.” I wonder if the price of the trip E R N mechanism for a pandemic, said the report, they need to make a visit to the onboard doctor, game of bingo amongst themselves! Armed police includes travel insurance? A I P V E

the only answer lies in planning and mitigation as medical services on cruise ships tend to be E surrounded the group, who were playing in a bar V P I A activities. The top 10 best practices given by provided by private, fee-for-service physicians in Altinkum, and proceeded to seize their bingo N R E the report to help companies prepare include: not employed by the cruise line: “Their fees can G equipment, according to a British newspaper. The G Iguana smuggled E establishing pandemic planning committees that be expected to be comparable to those on land, party was held for four hours of questioning, and R N A I P are supported by an actual budget; prioritising and any medical tests or monitoring services will V eventually each member was fined £42. E

E in bra V P

critical products and services and preparing to be charged accordingly. These can add up quickly Carla Harrison, 25, said: “It was a terrifying I A N R protect them, even at the expense of other over the course of a day or longer and need to be experience and very scary. We did not know what An iguana was smuggled into a British airport E

G G

E important elements of a business model; and covered by insurance.” was going to happen to us.” recently – in a woman’s bra! The reptile was R N A I P identifying critical pharmaceutical and non- According to Martyniuk, having seen the gap in V Bingo is considered a form of gambling and is discovered when a police officer noticed E E V pharmaceutical interventions and start buying the market, many Canadian insurers are now P therefore against the law in Turkey. One member something moving underneath the woman’s I A N R them now. developing plans that cater specifically for cruise of the party commented: “I was considering dress in the queue. She was stopped, and after E

G G

“The time to plan is now,” said George passengers, and most of these plans will be cheaper E buying a house here, but I will look at other the iguana peeked out of the bra to see what the R N A Abercrombie, president and CEO of Hoffmann- than in-house plans offered by cruise lines. I countries instead.” Better check out the gambling delay was, she admitted the animal was hers. P V E E

La Roche Inc., a partner in the report. “Once the According to Cruise Lines International laws before she buys a place! Police said the woman, who agreed her pet could V P I A World Health Organization declares that we are Association, the trade organisation representing go to a new home in the local zoo, would not N R E

G G in a pandemic, it will be too late for companies 97 per cent of cruises marketed in North be prosecuted. A spokesperson for the airport E R N A to start planning. Even though the threat of a America, Canadian residents accounted for I said: “Due to the security measures in place at the

Really budget travel P V E

pandemic avian flu doesn’t make the headlines 486,103 cruise trips in 2005, up five per cent N airport, we are used to confiscating many items. V I I V these days, I hope that business continuity from the previous year. Of those, 187,441 came An entrepreneur in India is giving citizens who But we never expected to see an iguana.” N E E P

A managers will read this report and begin the take from Ontario, 156,595 from British Columbia, cannot afford to fly the chance G R R

the threat seriously.” and 71,397 from Quebec. G to experience (almost) real air A

P E

travel for just £2. But there is a E N V I I V catch … Bahadur Chand Gupta’s N E E P

Airbus 300 never actually A Industry statistics G R leaves the tarmac. Passengers R G A This month’s Quirky P E pay for the experience of continued from p.4 E revealed N V I being on a plane, listening to I V Claims Winner N E E of travellers per policy, Squaremouth found that P announcements and being

A Marcus Hearn & Company G R – ––––––– 44 per cent of policies purchased are for a single waited on by flight attendants. R G A

traveller, with an average price tag of around The plane only has one wing, no P E E N V Richard wrote to us when he dealt with $102. Thirty-nine per cent of policies are for two I lighting and the lavatories are out I V N E

quite a curious claim. people, with an average cost of $187. Six per cent of order; a generator powers E P

G The insured parties were enjoying an of policies cover three people, seven per cent A the air conditioning. R R A G adventurous holiday in South America. cover four and nearly two per cent of policies are Nonetheless, around 40 P E E N V

They had made it to Argentina before for five people. I passengers turn up each I V N

the need for their travel insurance policy The age of the traveller has a huge impact on price, E Saturday to queue for boarding E P

G kicked in, when they were involved in a car as is shown by the data collected: 20 to 30-year- A cards, according to The Times. R R A accident and their car rolled over twice. olds buy 15 per cent of policies, the average cost of G In a country where a large

P

E

E

I V E P A R G E N I V E P A R G E N I V N I V E P A R G E N I V E P A R G E N I V E P A R G E N I V E P A R G E N I V E P A R E N I V One of the most dangerous activities in which is $95; just over 18 per cent of policies are N G South America is driving on the roads, and purchased by 30 to 40-year-olds, costing $114 per this claim was not really any different from policy. Forty to fifty-year-olds account for 18 per other claims for car accidents in Argentina – cent of sales, with the average policy costing them Maldives terror injures tourists continued from p.4 apart from the fact that among other items around $150. Just over 20 per cent of policies are tour operators serving the country, confirmed that and most do not visit Male, but that were damaged in the accident, the bought by 50 to 60-year-olds, their policies cost on all its clients were safe, and that all holidays to the transit through the nearby airport to their resort.” She insured party claimed for ‘soiled trousers’. average $185, while 60 to 70-year-olds, accounting destination were continuing as normal. Director of added that in her experience, it seems that travellers Interesting. Marcus Hearn did pay the full for 15 per cent of sales, pay over $260. For customer services Francis Torrilla said: “Most clients are becoming more resilient to international incidents claim, without raising the issue. travellers over 70, price takes another leap, with an spend their entire holiday on their resort island, so and terrorism, making it even less likely that tourism to average policy premium of $311. a holiday experience there is a real island escape … the islands will be adversely affected by the bomb.

Diary Dates 1-4 December 6-7 December 11-12 January 17-18 January 30 January – 1 February NAIC National Winter Meeting 18th Annual Executive Conference International Conference on 17th Annual National Health 8th CEO Insurance Summit Hilton Americas for the Life Insurance Industry Business and Finance Benefits & Conference Expo Jakarta, Indonesia Houston, TX, US Waldorf Astoria Ifcai Business School Waterfront Convention Centre www.naic.org New York, US Hyderabad, India Tampa, Florida, US. www.hbce.com 4-7 February www.conferencegroupltd.com/2006life/ http://www.ibsindia.org/icbf2008 9th Annual Windstorm Insurance 5 December 21-23 January Conference Crisis Management and Crisis 9-12 December 14-16 January Meeting the Reinsurance Needs of Hyatt Regency Riverfront Communications for Your SRA Annual Meeting Reinsurance Executive the Indian Market Jacksonville, Florida, US Nonprofit Marriott Rivercenter Roundtable New Delhi, India www.windnetwork.com/pg.asp Web Seminar San Antonio, TX, US Ritz-Carlton www.asiainsurancereview.com/pages/conference http://nonprofitrisk.org/training/webinars/ www.sra.org/events.php Naples, FL, US 18-19 February webinars.shtml 29 January – 1 February Product Developments in Variable 10 December 16-18 January National Business Aviation Annuities and New Life Products 5-7 December The New Rules on Mergers and Executive Roundtable Association London 8th Annual SCCIA Conference Acquisitions: Succeeding after the Ritz-Carlton 19th Annual Schedulers and Charleston Place Hotel Froth Naples, FL, US Dispatchers Conference 21-22 February Charleston, SC, US Westin New York Savannah International Trade and Product Developments in Variable www.sccia.org NY, US Convention Centre Annuities and New Life Products www.sourcemediaconferences.com Savannah, Georgia, US New York http://web.nbaa.org/public/cs/sdc/2008/expro.php

International Travel Insurance Journal n www.itij.co.uk ONTHEMOVE 47

E GRAPEVINVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GRAPEVINE GR N A I percentage of the population cannot afford air P V

E Scottish Re Mondial strengthens Jones goes to Iraq New position for E V

P travel, the virtual trip has proved to be a resounding

Bingo criminals I A N

R success. Customers are asked to buckle themselves Allan Jones, past moderator of several ITIC E

G announce CFO UK team Ghosh G We hear from time to time how badly British in and then watch a safety demonstration. The conferences, has been appointed as a diplomat E R N A

I tourists behave while they are abroad, and captain’s announcements, made at regular intervals, Scottish Re Group Limited, a global life reinsurance Mondial UK has with the US Department of State and has Germany-based Allianz has recognised the Middle P V E E most of the bad press is more than justified, but include “We will soon be passing through a zone specialist, has announced the appointment of Terry invested further in the accepted a senior posting to the United States East as its third major growth region, in addition V P I A sympathy must be felt for seven Brits arrested of turbulence,” and “We are about to begin our N Eleftheriou as executive vice-president and chief growth of its corporate Embassy in Baghdad, Iraq. As the senior to Asia Pacific and New Europe, and has therefore R E

G G in Turkey recently – for the crime of playing a descent into Delhi.” I wonder if the price of the trip financial officer of the company. Terry will be based and travel division management advisor to the Iraq Transition established a regional unit that will assemble the E R N game of bingo amongst themselves! Armed police includes travel insurance? A at the firm’s Hamilton, Bermuda headquarters. with the appointment Assistance Office, Allan works closely with US firm’s entities in Bahrain, Egypt, India, Jordan, I P V E

E surrounded the group, who were playing in a bar Terry was most recently group finance executive with of Kate Sharman as and Iraqi government ministries in the transition Lebanon, Pakistan, Saudi Arabia and Sri Lanka. The V P I A in Altinkum, and proceeded to seize their bingo N XL Capital, where he was responsible for leading a account manager. of US infrastructure projects to the control of central office will be located in Bahrain, and Sam R E

G equipment, according to a British newspaper. The number of strategic global initiatives to transform and Kate’s appointment the Government of Iraq. The work includes the Ghosh, currently country manager of Allianz in India, G Iguana smuggled E party was held for four hours of questioning, and R integrate finance operations and enhance business will be fundamental in development of strategies for national healthcare will become regional CEO. N A I P V eventually each member was fined £42. process and the related controls. Before joining maintaining relationships Kate Sharman services, programmes and facilities. Australian citizen Sam was the first CEO of Bajaj E

E in bra V P

Carla Harrison, 25, said: “It was a terrifying I XL in November 2003, Terry was CFO of Safe and developing new Allianz General. In 2004, he was appointed to the A N R experience and very scary. We did not know what An iguana was smuggled into a British airport E Insurance Group International, and was previously the opportunities for the Mondial Group, and more position of CEO of Bajaj Allianz Life and country

G G

E was going to happen to us.” recently – in a woman’s bra! The reptile was R finance leader for the retirement services segment of specifically with its owners, the Allianz Group. manager of Allianz India. During his tenure, Sam N A New management I P

V Bingo is considered a form of gambling and is discovered when a police officer noticed American General Financial Group. Terry is a fellow of Kate brings with her a wealth of experience in steered both companies to leading market positions E E V P therefore against the law in Turkey. One member something moving underneath the woman’s the Institute of Chartered Accountants in England and corporate and online travel account management, in India, and now the companies represent the firm’s I A N drives R of the party commented: “I was considering dress in the queue. She was stopped, and after E Wales, and a member of the Connecticut Society of having started out as an account manager at most successful greenfield investment ever.

G G

E buying a house here, but I will look at other the iguana peeked out of the bra to see what the Certified Public Accountants. Russell Hotel Reservation. There, she managed FirstAssist Service Kamesh Goyal, currently CEO of Bajaj Allianz R N A I countries instead.” Better check out the gambling delay was, she admitted the animal was hers. As Scottish Re’s CFO, Terry will lead the company’s corporate accounts, implemented new business has announced the General, will succeed Sam as country manager for P V E E

laws before she buys a place! Police said the woman, who agreed her pet could V global finance function and will also be responsible and supervised the reservations and administration appointment of two India and CEO of Bajaj Allianz Life India. Swaraj P I A go to a new home in the local zoo, would not N for its financial operation, including accounting and teams. Prior to joining Mondial UK, Kate was new directors to its Krishnan, currently general manager of Bajaj Allianz R E

G G be prosecuted. A spokesperson for the airport reporting, financial planning and analysis, taxation, account manager at BHRC Online, a niche management team, General, will succeed Kamesh as CEO of Bajaj E R N A

I said: “Due to the security measures in place at the audit, and investor and rating agencies. website specialising in the provision of hotel bringing a fresh Allianz General. Sam commented: “I am glad to see

Really budget travel P V E

N airport, we are used to confiscating many items. bookings in London. focus to the ongoing Kamesh succeeding me. He has been managing our V I I V An entrepreneur in India is giving citizens who But we never expected to see an iguana.” N Commenting on her appointment, Ben Smart, development of P&C operations with remarkable success, and he E E P

A cannot afford to fly the chance G head of business development for the corporate the business. Neil knows Bajaj Allianz Life very well. The transition will R R Pennington joins Neil Davidson

G to experience (almost) real air and travel division, said: “We are thrilled to have Davidson has joined be swift and smooth.” A

P E

travel for just £2. But there is a E Kate on board. She is joining us at a time when as finance director, and N V I Medex Global I V catch … Bahadur Chand Gupta’s we have made significant breakthroughs in the Craig Hamilton is stepping into the position of N E Communications E P

Airbus 300 never actually Josianne Pennington has online travel insurance industry with exciting new head of IT. A G R leaves the tarmac. Passengers R been named as chief contract wins such as Eurostar, easyJet and Virgin.” Neil will head up the finance and accounting G A

director named P E pay for the experience of marketing officer of Medex functions at the firm, E N V I being on a plane, listening to Global Group, according to bringing with him The Board of Prudential plc has announced I V N E E P announcements and being president and CEO Bruce plenty of executive- the appointment of Stephen Whitehead as

A G Marsh management R waited on by flight attendants. R Kirby. A veteran marketing level financial group communications director with group- G A

The plane only has one wing, no P professional with a career and management wide responsibilities for all external and internal E

E shake-up N V I lighting and the lavatories are out spanning over 25 years, experience to the communications. Stephen will join the board by I V N E of order; a generator powers E Josianne brings with her Insurance brokerage Marsh & McLennan Cos position. Previously, the end of 2007, and be a member of the group P

G A the air conditioning. an extensive healthcare, Josianne Pennington (MMC), which ousted Marsh Inc. chief executive Neil was commercial executive committee that reports to chief executive R R A G Nonetheless, around 40 travel and financial marketing background to the team. Brian Storms in September, is to further shake up director of the Mark Tucker. P E E N V

I passengers turn up each Prior to joining Medex, Josianne spent eight years as the the senior management ranks, according to an care and education Stephen joins Prudential from Barclays plc, where he I V N

E Saturday to queue for boarding principal of Pennington & Associates, a strategic marketing internal memo. Key geographic leaders reporting company for young held the position of group corporate affairs director, E P

G A cards, according to The Times. consulting firm based in Baltimore, Maryland. Brian Kirby to MMC chief executive Michael Cherkasky people, Sedgemoor. Craig Hamilton a role he has held since 2005. Prior to this, he held R R A G In a country where a large commented that Josianne’s ‘entrepreneurial background, will be Phil Moyles, CEO for Americas, Alex Craig joins FirstAssist the same position at Allied Domecq plc, before

P

E

E

I V E P A R G E N I V E P A R G E N I V N I V E P A R G E N I V E P A R G E N I V E P A R G E N I V E P A R G E N I V E P A R E N I V N G international marketing experience and commitment to Moczarski as CEO of Europe, the Middle East from Lombard, part of the Royal Bank of Scotland, its acquisition by Pernod Ricard. Throughout his strategically focused marketing initiatives make her the and Africa, and David Batchelor, CEO of the where he was responsible for heading up large IT 23-year career, he has held senior positions with ideal choice for our company, particularly at this time of Asia Pacific region. Mark Feuer, who was named teams and projects. firms such as Diageo, Eli Lilly and Glaxo Wellcome. aggressive and dynamic growth’. chief operating officer for Marsh’s US businesses, Ian Sparks, managing director of FirstAssist, said Stephen said he was excited at the prospect of Josianne’s previous positions include communications will report to both Cherkasky and Phil Moyles. the appointments serve to illustrate the firm’s joining Prudential: “Under the leadership of Mark director for the American Heart Association, assistant Joe Varnas will reportedly be appointed as chief commitment to investing in the future of the Tucker the organisation is undergoing significant marketing director of American Security Bank and being information officer, while Joyce Phillips, MMC’s business: “Both have strong leadership qualities transformation in terms of performance and part of the new business development team for Time head of worldwide human resources, has combined with extensive experience and reputation globally and I am greatly looking forward Inc. in New York. stepped down, to be replaced by Mike Petrullo. knowledge in the health and well-being arena.” to contributing to this upward momentum.”

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

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