One for the Road Were Being Sought by Authorities Policyholder Become Infected

ESSENTIAL READING FOR TRAVEL & HEALTH INSURANCE PROFESSIONALS NOVEMBER 2014 • ISSUE 166 Ebola places industry on high alert

As ITIJ went to press, 132 people accordance with the Aff ordable Care Act who shared an internal US fl ight will cover treatment for Ebola, they may not with a nurse infected with Ebola cover evacuation back to the US should the One for the road were being sought by authorities policyholder become infected. She explained in an attempt to identify any that ‘some plans limit the insurance payout secondary infections that may to a fi gure that might not be enough to cover have occurred as a result of the the costs of the intensive treatment and nurse boarding the fl ight quarantine that come with Ebola’. Other companies off er ‘cancel for any reason’ Two nurses who treated an Ebola victim coverage, so travellers who have invested at the Texas Health Presbyterian Hospital the not insignifi cant sum for those policies have tested positive for Ebola, despite both will see payouts on their cancellation claims. wearing face shields, hazardous materials HCC Medical Insurance Services, also based suits and protective footwear while they were in the US, gave its policyholders 10 days treating the patient. It remains unclear how to leave countries identifi ed by the CDC as they were infected. high-risk for Ebola, otherwise their coverage Amber Vinson, one of the nurses, took would be invalid. The US State Department a fl ight across the US despite having a website is clear in its expectation of travellers: raised temperature – prior to diagnosis – “We encourage US citizens travelling to leaving offi cials trying to trace her fellow Ebola-aff ected countries to purchase travel passengers. It has also been suggested that insurance that includes medical evacuation she could have come into contact with tens for Ebola Virus Disease (EVD). Policyholders of thousands more people at the airport, should confi rm the availability of medical showing the potential for viruses to spread News that there is confusion over the defi nitions of alcohol consumption within travel insurance through air travel. policies should not come as a surprise to travel insurers. What is important to note, though, is The US Centers for Disease Control and that ombudsmen are taking a dimmer view of companies who unfairly apply exclusion clauses Prevention (CDC) has urged people travelling to countries that have been aff ected by the The UK’s Financial Ombudsman Service (FOS) has FOS also criticised occasions where insurers have Ebola outbreak to ensure they purchase released the latest complaint fi gures related to travel ‘jumped to conclusions’ about what really happened to a travel insurance that covers treatment for the insurance, and while it says that such complaints only holidaymaker, based on their age or where they were on disease and evacuation back to their home make up two per cent of its case load, it also points out holiday when the accident happened. country. However, US and British insurers that it is seeing the same complaints crop up time and Linda Kundell, spokesperson for the US Travel Insurance have begun writing Ebola exclusions into time again. Furthermore, the FOS said that businesses are Association, said that generally US policies do not deny standard policies. failing to settle complaints in line with its ‘well-established claims if there is mere ‘consumption’ of alcohol, although Carrie McLean, director of customer care approach’. The FOS explained: “We’re often asked to most policies have general exclusions relating to treatment at eHealthInsurance, a US-based fi rm, step in when an insurer is insisting that someone had for alcohol ‘abuse’ or other addiction. Unlike the UK’s FOS, reminded customers that while policies in CONTINUED ON PAGE 10 been drinking alcohol before having an accident – and which can order an insurer to pay a previously denied is refusing to pay out as a result. The majority of travel claim, the organisation to which unhappy consumers insurance policies exclude cover for events that happen can take their complaints is the Better Business Bureau, after excessive alcohol consumption – but that doesn’t a private organisation that has no legal authority over Brazil mandates travel cover mean holidaymakers will only be covered if they don’t companies. “Ultimately,” said Kundell, “if a consumer drink at all.” is unsatisfi ed with a ruling from their state’s insurance Every Brazilian travelling overseas minimum cover levels for domestic and When considering the cases before them, the FOS has commission, they can go to court and fi le a law suit.” must now purchase insurance international travel insurance policies. All found that in some policies, the terms describing alcohol Alex Bittner, president of the Travel Health Insurance for their trip, according to the Brazilian travel insurance policies must consumption aren’t clearly defi ned, or have been unfairly Association of Canada (THiA), told ITIJ that most country’s insurance regulator now cover emergency medical expenses, applied by the insurer. “For example,” continued the FOS, Canadians travel south during the winter, much like hospitalisation and dental care – a change in “we see cases where insurers accuse their customers northern Europeans, to get away for a week or two Susep, the Brazilian insurance regulatory law that has been approved by the National of ‘alcohol abuse’ or ‘alcoholism’, even though medical body, has made insurance mandatory evidence shows they only had one or two drinks.” The CONTINUED ON PAGE 6 for international travel, and has set new CONTINUED ON PAGE 7 REIMAGINING HEALTHCARE AS AN ENABLER OF GROWTH INTRODUCING HEALTHCARE EVERYWHERE

Globalization has changed. But one thing remains constant. In response to this ‘new normal’, Healthcare Everywhere We are a world in pursuit of growth. Today the sources of growth brings together comprehensive, in-house, health and mobilization have shifted to new markets, bringing new challenges, and where capabilities, intelligently selected, and deployed individually or as traditional thinking and business models are increasingly obsolete. an integrated bundle, enabling solutions unique to each client. Success in the global marketplace now demands the ability to In doing so, it reimagines healthcare, not just as an enabler of deploy or employ personnel wherever they are needed. And to wellbeing, but as an enabler of growth, transforming where and safeguard their health, wellbeing and productivity, consistently how organizations operate and empowering a new generation and cost-effectively. of businesses to go anywhere and grow anywhere. Discover how UnitedHealthcare can enable your quest for global growth at uhcglobal.com/healthcareeverywhere

UH120_ITIJ advert_AW.indd 1 09/10/2014 16:38 REIMAGINING HEALTHCARE AS AN ENABLER OF GROWTH INTRODUCING HEALTHCARE EVERYWHERE

UH120_ITIJ advert_AW.indd 1 09/10/2014 16:38 Editorial comment @ITIJonline Mandy Lang eld – title editor [email protected] VISIT Happy 100th issue to me! That’s right folks, the 2014 Further evidence of ITIJ’s progression over the as the great and good of the global travel health ‘ITIC issue’ of ITIJ signifi es a major milestone – it is last eight years can be seen in the spectacle that insurance industry gather together in Venice for a the 100th issue that I have worked on since joining is the ITIJ Awards. This year, for the fi rst time ever, week of ‘networking’. One wonders about how an itij.com the team! From a lowly work experience lackey we are streaming the ceremony live online for our insurer might view a claim from a delegate who had FOR NEWS (who basically refused to leave until Ian gave me global audience, giving those who do not have the enjoyed some of the legendary Italian hospitality at AND DIGITAL VIEWER a permanent role), to title editor of ITIJ, I’m proud opportunity to join us at ITIC Global a chance to see Harry’s Bar?! to have played a part in the way the magazine has what it’s all about. With thousands of votes being The issue of over-indulgence on holiday remains an developed over the years. Improvements in design counted this year, the fi nalists should be proud of issue for authorities in Thailand, where the number Editor-in-chief: Ian Cameron and content mean that now, more than ever, ITIJ their achievements in gaining recognition from their of tourists suff ering accidents continues to cause [email protected] is considered by those in the global travel health industry colleagues. concern. Full Moon p arties inevitably result in less- insurance industry to be essential reading every The top news this month in ITIJ includes the move than-sober travellers wandering around strange Editor: Sarah Watson month. The move towards having more online by Brazilian authorities to mandate travel insurance places at all hours, placing themselves at risk. The [email protected] content also means that we can keep our dedicated coverage for tourists heading out of the country; an News Analysis this month looks at what is being readers up to date on all the latest developments as examination of the true cost of delays to business done to improve tourist safety in Thailand, from police Title editor: Mandy Langfield they happen, with the magazine containing more travel; and a look at how alcohol exclusions are crackdowns on unlicensed bars to the introduction of [email protected] industry analysis and expert debate on the eff ects of tripping up travellers the world over. Fitting, really, a unique travel insurance policy. Enjoy this issue, and change within the sector. that the renewed focus on alcohol has come just good luck to the ITIJ Awards fi nalists! Sub-editor: James Paul Wallis [email protected]

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19 Lower Park Row, Bristol BS1 5BN, UK News TM Covered up Canadians US travel gures released WOULD YOU LIKE TO p.6 p.29 SUBSCRIBE TO ITIJ? News analysis Profi le www.itij.com/subscribe Published on behalf of: Voyageur Publishing & Events Ltd. Lost in paradise Mark Kopec The information contained in this publication has been published in p.12 p.42 good faith and every effort has been made to ensure its accuracy. Neither the publisher nor Voyageur Publishing & Events Ltd can Thailand authorities paint a picture of safety Head of travel for Zurich Asia Pacifi c accept any responsibility for any error or misinterpretation. All liability for loss, disappointment, negligence or other damage caused by reliance on the information contained in this publication, or in the event of bankruptcy or liquidation or cessation of the trade of any company, individual or fi rm mentioned is hereby excluded. The IM views expressed do not necessarily refl ect those of the publisher. Cyber risks analysed Printed by Pensord Press, South Wales, United Kingdom p.20 Copyright © Voyageur Publishing & Events Ltd 2014. Materials in this publication may not be reproduced in any form without permission

INTERNATIONAL TRAVEL & HEALTH INSURANCE JOURNAL IPMI ISSN 2055-1215 UltraCare policies redesigned p.24

NEWS

Canadians cover up for winter One for the road

Thirty-six per cent of respondents to a Travel CONTINUED FROM PAGE 1 Health Insurance Association of Canada from the frigid temperatures, adding: “It (THiA) survey say they are more likely to provides us a bit of sanity and breaks up Southern Cross declines on travel this winter after last year’s extreme the winter. Families travel together during temperatures. However, the nationally ‘March Break’, and college kids have their average four claims a year representative survey of Canadians and their ‘Reading Week’, where Canadians seize the where alcohol had played a travel habits revealed that only 47 per cent of opportunity to escape to the southern sun Canadians always purchase travel insurance and beach of southern United States and part in the injury or accident of before embarking on a trip, with the majority the Caribbean.” In THiA’s 2013 survey, of those people (56 per cent) being 55 or 30 per cent of respondents admitted to the insured older. Respondents from Quebec (48 per binge drinking while on vacation. Bittner cent) and Ontario (36 per cent) are more went on to say: “Fortunately, there are likely to travel this winter, while residents very few instances of denied claims due to decision via internal and external dispute of British Columbia reported the lowest alcohol abuse and, as a result, we do not resolution processes, one of which is through expectation (24 per cent) for increased travel have regulators asking about this. Although the Australian Financial Ombudsman Service. after last year’s weather. Seventy per cent all Canadian insurers have exclusions In New Zealand, Southern Cross Travel of those travelling this winter are headed to related to alcohol abuse in their policies, Insurance takes a realistic approach to warm destinations. insurers do not routinely deny claims due claims from holidaymakers who may have “Everyone deserves to have a carefree to overconsumption. We tend to chalk these indulged in a beverage or two whilst enjoying vacation, especially after the winter we up to ‘accidents’ and pay the claims. For their time away. Craig Morrison, CEO of the experienced last year,” said THiA president the most part, the claims costs are minor, insurer, said: “If you’re on holiday by the pool Alex Bittner. “We need to work harder to but I could see the day where a large claim and you’ve had a couple of margaritas at ensure that more Canadians are travelling could be declined using the exclusion. To 3pm and trip and break your ankle, [we’d] go smart this year. Travelling without appropriate my knowledge, however, that has not yet a long way to saying that’s just what people coverage can cause a lot of stress given that unexpected medical expenses of between happened here in Canada. Perhaps it’s only a do on holiday.” Fifteen cocktails by 3pm, he the cost of a broken limb in the US can be $1,000 and $5,000 would represent a matter of time!” added, would probably change the outcome up to $25,000.” financial crisis; Insurance Council of Australia (ICA) of the claim. Southern Cross declines on Statistics from THiA’s survey showed that: 47% • 18 per cent have inadvertently provided spokesman Campbell Fuller told ITIJ that average four claims a year where alcohol • 67 per cent of people didn’t know if their of Canadians inaccurate health information to an insurer; most Australian travel insurance policies list had played a part in the injury or accident of provincial health plan covered out-of- always • 14 per cent have deliberately provided injury or damage related to the influence of the insured. Will Ashcroft, chief of sales for province medical expenses; inaccurate medical information to an alcohol as an exclusion, adding: “Generally, Allianz in New Zealand, said the company • 40 per cent didn’t know what kind of travel purchase travel insurer – either in order to obtain a alcohol-related exclusions are only applicable is turning down around one claim a month insurance they have; insurance better premium or because the medical if the intoxication was the contributing factor from travellers due to the level of alcohol they • 50 per cent of those who experienced before declaration form was too onerous; and to the loss, injury or damage suffered – where had consumed. health problems while travelling had embarking on • 33 per cent have reviewed their medical the actual effect of alcohol has caused and/ For more on the relationship between travel insurance; declaration with a physician when applying or contributed toward the claim.” If a claim is insurers and ombudsmen, see ITIJ’s feature • 38 per cent of respondents said that a trip for insurance. declined, the policyholder may dispute the on page 38, Seeing eye to eye.

6 NEWS

Market metrics under examination Brazil mandates Travel Insurance and Assistance brokers, other online brands, and retailers. 10 of the countries investigated; and $4.67 travel cover in North and Latin America, the The report is accompanied by an Excel • Gross written premiums from stand-alone billion – GWP in CONTINUED FROM PAGE 1 latest report from Research & PartnerBASET dataset that details the travel insurance and assistance in the ten North and Latin Markets, investigates the market travel insurance partnerships of each of countries are forecast to increase to $6.53 America for Council of Private Insurers following on for stand-alone travel insurance the travel trade, transportation and financial billion in 2016 which, after taking inflation travel insurance from a draft resolution made by Susep. For and assistance in six countries, organisations covered. Key findings from the into account, would represent an increase and assistance domestic travellers, the insurance remains namely Argentina, Brazil, Canada, executive summary include: of 5.2 per cent per year between 2012 optional. products Chile, Mexico and the US • The number of foreign trips (lasting one and 2016. Previously, travel insurance policies on offer night or more) across the six countries in in Brazil have only included obligatory cover According to the report, this market is North and Latin America increased from for two eventualities – death and permanent estimated to have been worth US$4.67 121 million in 2009 to 139 million in 2013, disability – which Susep criticised for ‘not billion in gross written premiums in 2013, which equates to a compound annual adequately meeting the needs of customers’. having increased by almost $1.4 billion growth rate of 3.6 per cent during this Susep said that the decision would benefit since 2009. Moreover, the competitive and period; thousands of people undertaking national distribution dynamics of the market continue • On average, annual policies accounted for and international travel, giving them peace of to evolve, with new channels emerging and 10.6 per cent of all stand-alone travel cover mind in the event of an accident. partnerships with major distributors subject to sold during 2013, and annual policies are Roberto Westenberger, superintendent regular change. For the research, the authors perceived to be most significant in Canada of Susep, commented: “The new travel investigated the distribution partnerships of and least widespread in Mexico; insurance rules fill a gap in the market, 810 travel trade, transportation and financial • Across its various subsidiaries, ACE is the bringing security to those who wish to buy organisations across the region; it also leading provider of travel insurance and this kind of cover.” The minimum coverage systematically analysed the involvement in assistance in North and Latin America, as limits, he added, had been discussed at travel insurance in each country of other key measured by the number of partnerships length with industry stakeholders. distributor categories, namely automotive held with travel trade, transportation and Furthermore, one of the problems with clubs, direct sales, online aggregators and financial organisations, and it is active in all the previous way in which travel insurance was bought and sold was that it did not fall under Susep supervision, said the regulatory body. This caused problems for Call for fair play in tax on travel insurance consumers, it said, when they – for example – found out that they were not entitled to Mike Rutherford, founder of UK-based of cover for people who are already paying of a premium to more than £200. This is full compensation for medical expenses AllClear Travel Insurance, which specialises more for their policy. He explained: “Older despite IPT on ‘general’ insurances of only six incurred. Medical expenses used to have in providing cover to older travellers and travellers, and those with pre-existing medical per cent – an anomaly which, it appears, the to be reimbursed to the consumer through those with pre-existing conditions, wrote in conditions, already pay a higher premium government seems keen to ignore.” a healthcare contract that was neither a blog post recently that the government related to increased risk, but they are also Rutherford has written to his local member of regulated nor supervised by Susep, whereas should consider easing the taxes placed on paying a further 20 per cent in an insurance parliament about the issue, and the letter has under the new scheme travel insurers will be travel insurance, as it unfairly raises the price premium tax (IPT) – taking the average cost been passed to the Treasury. responsible for reimbursing their customers.

7 NEWS

Choice warns of small Editorial Blog print stumbles

Two recent cases of Australian travellers not involved a traveller who was involved in a being covered for their medical expenses scooter accident while on holiday in Bali, It’s not often that I get too serious in in a similar way to the common cold. has thrown the spotlight onto small print necessitating an expensive hospital stay on this column, but the spectre of the We’re not there yet, but perhaps the in travel insurance policies, with consumer the island followed by repatriation to Australia. spread of Ebola is something that current Ebola situation might serve organisation Choice urging people to read The tourist did not have travel insurance for has a particular resonance to all of as a warning to governments and their policies and find out exactly what they his trip, but Choice pointed out that even if he us who work within the travel health medical communities around the are covered for. The first case Choice cites is had done, scooter and motorbike accidents insurance industry. globe. that of Amy Matthews, who was shot in the are commonly excluded by travel insurers, face in New Orleans. While Matthews’ travel unless the policyholder has a motorbike Although the outbreak is currently Flipping back to usual rant mode, it’s policy covered her emergency medical costs licence in their home country. mainly confined to West African no surprise to see that the debate in the US, once she was deemed fit to fly Choice warned consumers that limited countries that are not high on about how much alcohol is too by doctors she was repatriated to Australia, medical expenses needs to be a worldwide travellers’ lists, fear of much rages on. Funnily enough, I where her travel insurance did not apply, but consideration when a traveller is going its spread has already prompted was discussing this issue with a few she needs cosmetic surgery to her face to through the purchase process for travel governments in several nations to underwriters and insurers in a bar rectify the damage done to her in the incident. insurance, as many policies will limit screen passengers for symptoms at last week … She is now trying to raise $135,000 to pay for aftercare expenses, concentrating on getting ports of entry. a number of facial reconstruction operations the traveller well enough that they can Nothing like a bit of practical and a new set of teeth. The second case be repatriated. The medical community within experience to help you make an our industry has long issued dire informed decision, wouldn’t you warnings about the risk of the spread agree? of diseases such as Ebola, Lassa Fever etc. via the (airline) travelling public, particularly if one of these viruses Ian Cameron were to mutate with H1N1, which Editor-in-chief [email protected] would allow the disease to be spread

CAA picks up pieces aer travel rms collapse

The UK Civil Aviation Authority (CAA) has advice for consumers who are yet to travel stepped in to protect consumers, following the shortly.” The statement continued: “However, collapse of two UK-based travel companies. people due to travel with the company who GBCE Ltd, trading as Student Adventures, and have an ATOL certiﬁcate can rest assured that Lorenz Voyager Travel Ltd both ceased trading their ATOL protection remains valid and they in October and the CAA has taken action to will not lose money they paid directly to the ensure the companies’ consumers are not failed company. We are also in contact with left stranded abroad or out of pocket. GBCE charities that had bookings with the company. held an ATOL until 31 March of this year and Consumers whose trips have been cancelled consumers who received an ATOL certiﬁcate and want to rearrange them should contact when booking are protected for any money their chosen charity.” they paid directly to the company. The CAA monitors companies after their ATOL The CAA said of the problem: “We understand has lapsed or been removed to check they there are approximately 100 consumers are not taking bookings for travel that should currently abroad, but these people will have legally be protected by ATOL. The CAA’s scheduled airline tickets so will be able to travel current understanding is that this particular home as planned. We are looking into the company has not taken any bookings since its impact on forward bookings and will publish ATOL expired on 31 March this year.

Competition is erce According to market research company Stickyeyes, the proliferation of price comparison websites continues to aﬀect the travel insurance market in the UK

Travel insurance search results are dominated InsureandGo using pay-per-click advertising, by price comparison websites, according to which allows the company to appear Stickyeyes’ findings. The latest report from first among the advertisements on travel the company shows that MoneySupermarket, insurance searches. InsureandGo is ranked Confused and CompareTheMarket take first on a pay-per-click share, but falls to fifth the top three positions on search volume once natural search is included. Stickyeyes rankings, notably excluding actual insurers, said: “Recent algorithm changes have hit apart from Direct Travel, the AIG travel some brands hard and their digital strategy insurance brand, which took 10 per cent of has to be prepared for volatility. Insurance the search volume. The fact that comparison brands face the triple challenge of keeping websites took 58 per cent of the search prices low to attract customers who will likely volume shows just how much influence such come to them through price comparison websites have over the competitive travel [sites], maintaining a brand prestige to keep insurance marketplace in the UK. hold of the customers who come to them Other findings from the Stickyeyes report through natural searches, and weathering out highlight the ways in which insurers try the sea of SEO algorithm changes to stay in to capture more of the market, such as the top search results.”

8 marmassistance-166-303x404-p9.pdf 1 17/10/2014 16:59

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Ebola places industry on high alert CONTINUED FROM PAGE 1 care and evacuation services at their travel warned: “If it can be proven that airlines destinations prior to travel.” have not complied, then they may have to Australia’s Smartraveller programme had pay claims, though they will commonly be this to say: “We currently advise Australians insured up to US$2 billion. This would be to reconsider their need to travel to Guinea, fi ne for passengers, but if some court in the Sierra Leone and Liberia. Australians in these US found the airline liable for importing the three aff ected countries should leave while disease, and that victims were within the limited commercial options remain available. ambit of their duty of care, then the exposure If you choose to travel to, or remain in these could easily exceed the available insurance.” countries, we strongly recommend that you Just to make the situation even more murky, register your travel and contact details with Logan Payne, senior account manager at us, so that we can keep you informed.” Lockton global insurance brokerage, pointed Airlines, meanwhile, are aware that if the out that if a globally mobile employee were disease is going to be spread far and wide to get on a fl ight with Ebola and infect fellow across the globe, it is likely going to be via passengers, would the employer, under air travel. Therefore, according to Sean duty of care laws, be liable for claims from Gates, consultant at international law fi rm Hill the infected passengers? Let us hope that it Dickinson, airlines should follow guidelines doesn’t come to that. issued by the World Health Organization With no new cases in six weeks, Nigeria was and CDC for dealing with passengers declared Ebola-free on 20 October. However, travelling from countries that have been the outbreak in Guinea, Sierra Leone and aff ected by Ebola, or else face the prospect Liberia continues to wreak havoc on local of dealing with legal action by passengers healthcare systems and personnel. Thus far, directly by Ebola, although providers are who are checking the coverage contained who were infected during a fl ight. Gates an international tourist has yet to be aff ected reporting high levels of concern from clients, within their policies. Indian e true cost of travel delays consumers still It’s not just the amount of money encountered a mishap while travelling on mishap – ranking them higher than medical a traveller or their employer has business in the past year. emergencies and lost luggage. In addition, shun cover to pay out following a travel delay “Travel-related issues, including delays, more than 40 per cent of respondents that concerns insurers; the cost cancellations and evacuations, are an indicated their travel mishaps occurred The latest research from ICICI Lombard in of lost working time is also taking unfortunate aspect of business travel,” said abroad, resulting in an average total cost India has found that 38 per cent of Indians its toll on business travellers and GBTA’s vice-president of research Joseph of $2,148. Europe (66 per cent) was by far purchase cover for international leisure trips, their employers Bates. “By understanding the biggest woes, the most common region in which issues but just four per cent invest in cover for travel managers can take steps to identify occurred, followed by the Asia-Pacifi c (39 domestic holidays. The Travel Trends survey Air travel mishaps such as delayed fl ights, and mitigate some of the frustration, lost per cent). also showed that many consumers are aware cancelled fl ights and missed connections time and added cost involved.” Some of the The news that almost half of travellers had of the importance of travel insurance coverage are by far the most common travel problem biggest woes included cancelled fl ights and travel insurance when their negative mishap for benefi ts such as medical expense encountered by today’s road warriors, mishaps encountered while travelling abroad, occurred is somewhat concerning, given that insurance and baggage cover, which were according to a new study from the Global resulting in hours of lost time and thousands employers have a duty of care to insure their the primary reasons for purchasing the policy. Business Travel Association (GBTA). of dollars spent dealing with the issue. Air globe-trotting employees. More than a third Of those who did not buy insurance, 50 per Nearly 90 per cent of business travellers travel mishaps, by far the most common (37 per cent) of travellers who did not have cent said they felt that buying insurance is experienced at least one mishap related to mishap (87 per cent), took nearly 11 hours to travel insurance when their most negative unnecessary if one already has another kind air travel, says the latest study by the GBTA resolve and cost $1,154 in missed work and mishap occurred said they will start using of insurance in place, and for the uninsured Foundation, the education and research out-of-pocket expenses. it within the next year. That number jumps domestic travellers, nearly 60 per cent said arm of the GBTA. Overall, a business travel- Other fi ndings in the report show that only to nearly two-thirds (62 per cent) where the they did not see the need to buy a policy when related mishap costs a traveller on average about a quarter of travellers were able to mishap took place abroad. it was only a short fl ight to their destination. $1,475 in missed work and out-of-pocket complete their business responsibilities Sanjay Datta, chief of underwriting and claims expenses and an average of 2.3 work days. without delay following their most negative for ICICI Lombard, commented on the survey The research, Business Traveller Study 2014: mishap, and travellers who missed work fi ndings: “[Our] survey reveals interesting The Cost of Mishaps, sponsored by AIG missed an average of 2.3 days. Travellers trends in terms of Indians travelling more Travel and Travel Guard, surveyed more than said their most negative mishap took more frequently and on longer duration trips, driven 500 business travellers who had travelled than 12 hours to resolve. by higher disposable income and discounts. and experienced at least one travel mishap Cancelled fl ights are perceived as having Despite the increased travel behaviour, while on a business trip in the past year. It the most negative impact by the majority (52 purchase of travel insurance, especially for follows a February 2014 GBTA Foundation per cent) of travellers who have experienced travel to Asian countries and in the domestic report fi nding that 75 per cent of travellers them – along with at least one diff erent sector, remains extremely low.”

“Europe was by far the most common region in which issues occurred, followed by Asia-Pacifi c” 38% of Indians buy insurance for international trips

10 NEWS

ai safety under scrutiny

Police in Thailand are increasing security tourists, in order to increase confidence in check into a hotel they will be given a around embassies and tourist destinations safety measures among foreign tourists. wristband with a serial number that matches to ensure the safety of international tourists, Investigators will be sent to seek intelligence their ID and shows the contact details of the specifically those who are from countries at hotels, residents, restaurants and venues resort they are staying in, so that if they’re involved in the air strikes against the Islamic about people who exhibit behaviour that out late partying and, for example, get drunk State (IS). Embassies, hotels and restaurants shows a tendency for violence, related to or or lost, they can easily be assisted. The next will all be given increased security, and support[ing] the ideology of the IS.” step would be [an] electronic tracking device, checkpoints will be set up in ‘various spots’ Meanwhile, a proposed scheme to further but this has not yet been discussed in detail.” in order to screen suspicious vehicles. enhance tourist safety has seen the While the latter half of that plan is unlikely to Deputy national chief of police General country’s tourism minster suggest tourists please many tourists, there is no doubt that Somyot Pumpunmuang said: “There wear identification bracelets. Kobkarn plans to improve the safety of tourists heading will be patrols at various spots as well as Wattanavrangkuk said that she had to Thailand should be lauded. For more about foot patrols to ensure safety at important approached some popular hotels with the tourist safety in Thailand, please see the News tourist spots where there are many foreign idea, which she explained: “When tourists Analysis on p12. iPhone 6 release prompts fraud warning from insurance body

Insurers are expecting a surge in fraudulent phone claims on the back of the new iPhone launch in New Zealand, according to the Insurance Council of New Zealand (ICNZ), as with the release of new technology usually comes a spike in insurance claims for outgoing models reportedly stolen or accidentally damaged. “New Zealand insurers are anticipating up to a 25-per-cent increase in phone-related claims in the coming weeks, following the release of the iPhone 6,” commented Insurance Council chief executive Tim Grafton. “As a result, insurers will be on the lookout for fraudulent claims because history tells us that when a new sought-after technology is released, a few owners are looking to fund their upgrade by making a fraudulent claim.” He continued: “While we don’t know exactly how many claims will be fraudulent, we’re keen to inform the public that insurers pay special attention to these types of claims at such times. The vast majority of policyholders are honest but a small number of dishonest claimants push up the cost of insurance for all of us.” Through a central database called the Insurance Claims Register (ICR), insurance companies are able to check the accuracy of the data submitted with policy applications and claims. ICR manager Dave Ashton says the database houses the records of six million claims across many insurance companies, and this helps insurers to detect and prevent fraudulent claims, particularly purposeful non-disclosure and double dipping at claim time. “Insurance companies can access the claims history of a client when underwriting new business and processing claims, for the speciﬁc purpose of checking for fraud,” said Ashton. “Making a false claim is fraud and we have a number of methods and technologies to highlight cases where it may be considered a false claim, and insurers are increasingly keen to make sure these are investigated.” Recent improvements to the capabilities of the ICR, with its powerful analytical software, enable insurers to discover patterns and trends in claims history that were previously harder to spot. Grafton said: “Conservatively, insurance fraud is estimated to cost honest Kiwi policyholders $200 million per year, so people should know that it is not a victimless crime, it’s the crime everyone pays for.”

11 NEWS ANALYSIS lost in paradise

Authorities in Thailand say the were at least partly to blame for problems making Thailand the most dangerous country is clamping down on they might encounter: “They think our country overseas destination for Australians. The UK problems that aff ect tourists, and is beautiful and safe so they can do whatever Foreign and Commonwealth Offi ce (FCO), has launched a new government- they want, they can wear bikinis and walk meanwhile, warns of ‘vicious, unprovoked sponsored travel assistance everywhere. Can they be safe in bikinis unless attacks’ on Western tourists on Koh Phangan, scheme. But is it all cosmetic? they are not beautiful?” the prime minister especially during Full Moon parties. A Robin Gauldie reports asked. He later apologised, saying that he spokesman, Michael Bownas, said the FCO despite a campaign launched in 2011 aimed at ‘just wanted visitors to take care’. had amended its travel advice in light of the Perhaps it’s the country’s reputation for recent murders, but had not changed the achieving ‘100 per cent helmet use’, the law is The murder of two young British tourists, sex, drugs and rock and roll, and the level of its advice. routinely fl outed David Miller (24) and Hannay Witheridge (23), clash between the promise of two weeks The National Council for Peace and Order on the party island of Koh Tao in September in paradise with a reality that sometimes (NCPO), a military junta that seized power in has put another dent in Thailand’s reputation turns ugly, that makes it such an easy target Thailand in May this year, was superfi cially as a holiday paradise. So has the tactless for sometimes hysterical coverage in UK legitimised in August when King Bhumibol response by the Thai Prime Minister, General and Australian media. Last year, Australian Adulyadej swore in its leader, General Prayuth Prayuth Chan-ocha, whose initial comments newspapers reported that 111 Australians Chan-ocha, as prime minister. He has said on the incident seemed to imply that visitors had died in Thailand in the previous year, that elections could be held next year.

12 NEWS ANALYSIS

visitor expenditure. In terms of international tourism receipts, Thailand ranked seventh. China is now the country’s biggest tourism It entered the top 10 by arrivals for the first time, in 10th position. International arrivals market, with 4.7 million Chinese visiting were up by 19 per cent to 27 million and Thailand last year receipts by 23 per cent to US$42 billion compared with 2012, the UNWTO said. Most of Thailand’s biggest and fastest-growing source markets are Asian. China is now the led junta, appear to have had surprisingly country’s biggest tourism market, with 4.7 little impact on visitor numbers. The country million Chinese visiting Thailand last year, continues to appeal to a wide spectrum of a whopping 69-per-cent increase on 2012. visitors, from adventurous young hedonists to Next is neighbouring Malaysia, up 17 per ‘culture vultures’ and mainstream sun-and- cent to three million arrivals. Japanese arrivals sand holidaymakers. Some are minimum- were up by 12 per cent, reaching 1.53 million. budget backpackers. Some are older retirees. South Korea showed an increase of 11.5 per Still others are families looking for fun on the cent, for a total of 1.29 million arrivals. India beach in destinations such as Phuket. just topped one million arrivals, an increase of The country’s tourism statistics must be taken less than four per cent. Outside Asia, Russia with a pinch of salt. Some sources claim was the only country to send more than a an increase of almost 90 per cent in visitor million visitors to Thailand, contributing 1.73 numbers in the last five years, but this must million arrivals, an increase of 32 per cent. be seen in the context of a steep decline in That made Europe Thailand’s second-largest arrivals following the ‘double whammy’ of regional market, sending 6.3 million visitors the tsunami that struck resorts in Thailand in all – an increase of 11.6 per cent. The UK and elsewhere in Asia in 2004 and the world was the second largest European source financial crisis of 2008. market, with 906,000 arrivals, similar to the Australian figure of 907,000, and slightly Visitor vitality ahead of the US figure of 826,000. According to the UN World Tourism The Tourist Authority of Thailand said the Organisation (UNWTO), record-breaking result exceeded expectations for the year visitor arrival figures last year moved Thailand and put Thailand on course for 28 million into the list of the world’s top 10 tourism visitor arrivals in 2014. Not everyone agrees. destinations in both visitor numbers and According to one online source, travel >>

Not an isolated incident most likely to ﬁnd themselves in trouble, after The Koh Tao deaths are the latest in a string Spain and the US, both of which receive of fatal incidents, taking the number of vastly greater numbers of British visitors. Britons murdered in Thailand over the last ﬁve However, the number of Britons (visitors and years to 13. There have also been accidental residents) who died of natural or other causes deaths, such as the one in January, when in Thailand was down from 389 to 362 in 58-year-old Briton Bob Leedham was killed 2012. The number requiring hospitalisation and his wife Gemma was hospitalised after was down from 285 to 269, a 5.5-per-cent a moped accident on Koh Samui. In March, decrease from a year earlier. That compares Stephen Campbell (38), another Briton, with a jump in the number of hospitalisations died in a jet ski accident in Pattaya. The from 217 to 285 between 2012 and 2013. FCO’s British Behaviour Abroad 2014 report, Thailand’s well-publicised recent troubles, released in July, showed the overall number with pro- and anti-government supporters of Britons requiring consular assistance in clashing violently with each other and with Thailand was up from 1,141 in 2012-2013 security forces in the streets of Bangkok and to 1,164 in 2013-2014, putting Thailand other major cities, culminating in the ousting third among countries where Britons are of the civilian administration by a military-

13 NEWS ANALYSIS

arrivals in the first quarter of 2014 shrank by Songkhla and Yala provinces close to the almost six per cent compared with the first Malaysian border, where Islamic militant quarter of 2013, and the second quarter of groups operate, and to some disputed areas this year saw a decrease of just over 12 per on the Cambodian border where Thai and cent, with half a million fewer visitors in June Cambodian forces have occasionally clashed. 2014 than in June 2013. Europe, however, Advice from the Australian and New Zealand seems to be bucking that trend. Thai tourism governments is similar. ministry statistics showed a 7.63-per-cent Many visitors from important source markets growth in the number of travellers arriving such as the UK and Australia are young, from Europe between January and April adventurous, and sometimes reckless. As has 2014, at a total of 2.7 million. Over those been previously reported in ITIJ, violent crime four months, Russia remained the strongest- and accidental deaths and injuries sustained performing European source market, with by younger thrill-seekers in Thailand are 12.3 per cent growth and 823,233 visitors, high enough to worry British and Australian followed by the UK, with almost 341,500 governments and insurers. “For Australians, arrivals and growth of 5.75 per cent. Thailand remains an inexpensive holiday destination, and this influences the profile, or Emergency care challenges demographics, of people travelling to Thailand Thailand’s private hospital and medical (many university students), as these travellers assistance infrastructure is among the best tend to adopt riskier behaviours, which can in Southeast Asia. Hospital infrastructure in increase risk of injury,” said the Allianz Global remoter areas is less comprehensive than Assistance Australia spokesman. in larger cities and key tourism destinations, so for travel and health insurers and for Tourist traps assistance companies, Thailand still poses Leading beach destinations such as Phuket some interesting challenges. and Pattaya were quickly exempted from the “In terms of hospital facilities, in Bangkok, midnight-04.00 am curfew that was imposed Phuket and to a certain extent Koh Samui and nationwide recently following the coup, Chang Mai, the medical facilities are overall allowing Full Moon parties (which for many excellent and can manage most pathologies. younger visitors are a major part of Thailand’s However, evacuating patients from remote appeal) to go ahead. Soon after, in mid-June, islands can be difficult or complex to the tourism industry welcomed the lifting organise,” said a spokesperson from Allianz of the curfew in the country’s major cities, Global Assistance Australia. “Most tourist Bangkok and Chiang Mai. areas have adequate medical facilities, The NCPO has also acted to introduce a which are able to treat minor injuries. When licensing system for jet ski operators, in a patient cannot be treated in a particular a move aimed at ending the widespread facility, the clinic can assist in transferring the practice of charging renters a hefty ‘fine’ – patient to the right medical facilitiy by ground sometimes as much as 100,000 baht – for ambulance, speedboat or ferry.” pre-existing or non-existent ‘damage’ to The UK’s FCO currently advises against all jet skis that they have rented. Tourists who but essential travel to Pattani, Marathiwat, refuse to pay up are often threatened with

14 NEWS ANALYSIS violence, according to the Tourism Authority clamps down effectively on violent crime China is now the country’s of Thailand. According to a spokesman for against holidaymakers, and invests in better Australia’s Department of Foreign Affairs, local medical facilities in remoter areas that biggest tourism market, with such incidents are not uncommon. The new attract adventure travellers, it will remain a 4.7 million Chinese visiting ‘Jet Ski Rental Service Standards’ require problem destination. It is making steps in the operators to have a valid insurance policy right direction, but with more pressure – and Thailand last year and a legal business licence, and certified perhaps some more investment – from the supervisors with first-aid training must be on- international travel insurance and assistance site at all jet-ski operations. industry, further important changes could Such gestures are nothing new. Since 1994, come about sooner. In the meantime, it has been mandatory for motorcycle riders Thailand will remain a popular destination and their pillion passengers to wear helmets. choice for young European, American and But, despite a campaign launched in 2011 Australian travellers looking for a pleasure- aimed at achieving ‘100 per cent helmet filled vacation and, to this end, it is vital that use’, the law is routinely flouted. “When insurers provide specific advice to those customers rent a motorcycle at a shop, a heading to the country – for the health and helmet will be given to them. However, most safety of the holidaymakers, and for their own tourists choose to not wear a helmet, many bottom line. n choose to ride without adequate protection. They often have little or no motorcycle driving experience, coupled with no driving experience in Thailand. The combination of all these factors can cause traffic accidents, and of course could result in serious injury to the driver,” said an Allianz Global Assistance Thailand spokesperson. All tourists visiting Thailand are required to have an International Drivers’ License (IDL) with them at all times while driving a vehicle, but most motorbike rental shops on the islands or in tourist areas will not ask to see an IDL when renting a bike. “This is a real issue and risk for tourists driving without an international driver license because they will not be covered by their insurance company if they’re involved in a traffic accident, and did not have an international driver’s license for their holidays in Thailand,” the Allianz spokesperson says. “Regarding safety provision for river rafting, a life vest and helmet will normally be given to customers, but not all tour companies provide the equipment.”

Hope for the future In July, the TAT launched ‘Thailand Travel Shield’, an online travel insurance scheme operated by four major Thai companies – Chao Praya Insurance, Muang Thai Insurance, Siam City Insurance and Krungthai Panich – with 24-hour emergency assistance provided by Allianz Global Assistance. Policies provide cover starting at 1,000,000 baht (US$1 = 32 baht) for a premium of 650 baht for a period of up to 60 days. This may help to persuade visitors to buy insurance, but insurers and assistance providers say that, in terms of claims, little has improved in recent years. “Thailand does still present the same risks and challenges as it did a couple of years ago, including diﬃculty obtaining police reports, patchy medical facilities and high numbers of young tourists involved in motorcycle accidents, not helped by the lax laws regarding the use of helmets,” says a spokesman for the UK insurer, Direct Line. “Theft claims remain relatively high, with pickpocketing commonplace.” Until Thailand succeeds in increasing local compliance with an array of safety rules,

15 COMPANY BRIEF

Air crew cover New site for international students

from ERV InsureMyTrip, the US-based travel insurance “With an ever increasing amount of travel comparison site, recently announced the threats, we recognised that students and ERV in the UK is now offering travel insurance launch of InsureMyTrip for Education, a new educators require additional protection not cover tailored to the very specific needs website featuring trip cancellation plans typically available. The Academic Explorer of airline cabin crew. ERV Air Crew travel geared toward K-12 and higher education series provides a host of trip cancellation insurance offers coverage for when a work travel. Underwritten by Nationwide Mutual and interruption benefits that help safeguard trip turns into a holiday, and includes a Insurance Company, the Academic and mitigate the financial risks associated collision damage excess waiver, staff uniform Explorer series of products provides the with academic travel,” said Jim Grace, CEO and pass cover under the personal effects necessary financial protection for both and president of InsureMyTrip. section of the policy, and cancellation cover domestic and international education The Academic Explorer policies offer four when a holiday has been booked using Avios trips. The programme is designed for levels of cover: trip cancellation only, trip reward points. Winter sports and gadget individual student travel or for group travel interruption only, trip cancellation and cover are available as additional upgrades to (two or more) covering students, faculty interruption combined, and all-inclusive the policy. and chaperones. medical and evacuation. Infectious patients accepted RSA refreshes websites

SOS International has announced that evacuation by air ambulance to Europe RSA Travel Insurance in Canada has use language and information that is easy it is now ‘one of few companies’ that is – exist dependent on the individual case redesigned its website to help guide and to understand and makes researching and capable of handling a case of suspected and the medical indications. However, the advise travellers not only through the purchasing simple.” or verified Ebola, including transporting patient will only be transported if medically insurance process, but also on the more ‘fun’ Concurrent with the consumer website re- the patient into Scandinavia. In the event necessary and if the SOS International aspects of a holiday, such as trip planning, launch is the release of RSATravelPartners, a of a case of verified or suspected Ebola, doctors find the patient transportable. destination ideas, links to brokers, and a site geared towards supporting distribution SOS International will handle the case In case of repatriation, the patient will new online quote and sales tool. Adrian Hall, partners, providing them with business and according to special procedures, wherein be admitted to the infectious diseases vice-president of RSA Travel and managing marketplace updates, sales materials, and a specialised SOS International doctor will department in the home country. SOS director of RSA Travel Insurance Inc., advice and information they can share with assess the situation and assist the patient, International has general approval from all commented on the introduction of the new customers. Hall commented: “We have who will be monitored until he/she is cured Nordic countries to accept a patient with site: “By combining insurance information redesigned our entire digital footprint to make or repatriated. Ebola or suspected Ebola. After repatriation, with travel advice, we aim to integrate the two things easier for our distribution partners and Several options for transferring patients SOS International does not take further part and position travel insurance as a natural customers, and to bring insurance and the locally or internationally – including medical in the patient’s treatment. part of the trip planning process. The sites love of travel together.”

Allianz Global Assistance Canada TFG Global offers update TFG Global of Canada has announced increasing numbers of the middle class, merges with TIC that its TravelInsuranceIndia website has for high-quality medical coverage for their been completely updated, with the new trips abroad. There is also a huge market for design offering improved functionality and Indian nationals living abroad who wish to performance. David Tompkins, president bring their relatives over to visit, but do not of TFG Global Solutions Ltd, which owns want to be faced with the financial burden and operates the site, said: “There is a large that an unforeseen medical emergency market for Indian nationals, especially the will bring.” CSA partners with DAN CSA Travel Protection, owned by the Europ trip and annual plans tailored to the unique Assistance Group, has teamed up with the travel needs of dive enthusiasts, and we’re Divers Alert Network (DAN), in a strategic very excited about bringing these valuable partnership agreement that enables DAN products to the marketplace.” to market the company’s travel insurance Dr Panchabi Vaithiyanathan, chief operating products to diver and adventure travellers. officer at DAN, said: “These new plans offer a Bob Chambers, VP of operations at CSA, wide range of coverage that can be beneficial commented: “CSA was thrilled to be to business or leisure travellers. DAN’s approached by DAN to develop customised experience in emergency travel assistance Allianz Global Assistance Canada and TIC class services no matter where they travel.” travel insurance products for their members. has helped to shape the coverage and both Travel Insurance Coordinators, including the Kathy Bardswick, president and CEO We worked closely with DAN to develop per- of these programmes are outstanding.” latter’s subsidiary SelectCare Worldwide, will of The Co-operators Group Limited, the merge their travel insurance operations in ultimate parent company of TIC, also Canada. Once all closing requirements have commented on the purchase: “Bringing been met, the combined entity, which will together these two companies, with their operate as Allianz Global Assistance (AGA), complementary strengths, will create a very will be one of the largest travel insurance competitive company with great potential providers in the country. Dr Daniel Wichels, for future growth as a leader in Canada’s chief financial officer of AGA for the Americas, travel insurance industry. Existing clients will become CEO of the combined entity. A will continue to benefit from the strong subsidiary of The Co-operators will become relationships they currently enjoy with the two the lead underwriter of the plans. companies, while the combined entity will Remi Grenier, CEO of AGA worldwide, offer all clients expanded product offerings commented on the planned acquisition: “This and enhanced service capabilities.” merger capitalises on the similar values and Upon completion of the share exchange client approach of two leading providers in the transaction, which is targeted for the end Canadian travel insurance market, resulting of the year, Allianz Worldwide Partners in a combined entity that is truly greater than SAS, the parent company of Allianz Global the sum of its parts, and poised for substantial Assistance Canada, will own 55 per cent growth. By combining TIC’s distribution of the combined legal entity, AGA Service networks, which are one of Canada’s Canada Inc., while Co-operators Life broadest, with AGA’s unparalleled global Insurance Company will have a 45-per-cent reach, Canadian travellers will enjoy world- ownership stake.

INSURANCE MATTERS

A question of trust China market underinsured

According to recent research from significant factor in determining the level of The problem of underinsurance in the vast Chinese financial services market, combined with multinational professional services trust they hold. Further analysing this lack of protectionist policies, means that the sector still has some way to go before it reaches its network PricewaterhouseCoopers trust, Lee Clarke said: “The lack of trust in potential, according to Lloyd’s of London (PwC), insurers ‘still have a long insurance providers partly reflects a failure to way to go’ to rebuild consumer trust articulate the value they are offering, leading to suspicions that their overwhelming priority PwC’s research suggests that only 27 per is to make short-term profits. Providers must cent of people – based on an analysis find new ways to explain the services they that took in over 2,000 UK citizens – trust are providing, encourage consumers to voice insurance providers, and a measly six per their goals, priorities and expectations, and cent trust them more than they did one to respond to these. Insurers are starting year ago, illustrating a serious disconnect to ask their customers to publically review between consumers’ perception of the and share their experience of the company, industry and the way in which the industry whether good or bad, online – much as the would – presumably – like to be perceived. travel industry has been doing for years. This The majority of respondents to PwC’s report, openness can substantially improve company How financial services lost its mojo – and approval ratings with customers. Taking how to regain it, state that they would either genuine and conspicuous steps to satisfy not take advice from insurance providers, or customer goals, priorities and expectations, would not trust the advice that they received, especially where there is no obvious short- and PwC says that greater transparency is term gain – or even a clear cost – to the required to rebuild trust between the industry provider, is a response we’re starting to see and consumers, but that this ‘will require new more of.” levels of openness’. PwC cited digital commerce as a ‘key “Many customer-focused insurance providers battleground’ for financial services will feel that this perception is unfair,” companies, with its figures suggesting that commented Lee Clarke, insurance risk and consumers trust insurance providers less regulatory partner at PwC. “Nonetheless, than banks, savings providers and pension tackling this lack of trust must now be an providers when it comes to securely holding overriding priority. Those who don’t change data – 35 per cent trust insurers, compared now, and those who don’t make the right with 52 per cent, 47 per cent and 39 per cent changes, risk going further down the road for banks, savings providers and pension providers respectively – and PwC sees this as According to estimations from specialist the onset of the most recent global financial an opportunity for insurance providers to build US$284 insurance and reinsurance market Lloyd’s, crisis in 2008, protectionist measures have on the financial service industry’s existing China’s population is seriously underinsured, visibly increased – particularly in Asia, “brand is becoming the critical reputation as ‘relatively trustworthy custodians billion potentially to the tune of around US$80 where the consequences have largely strategic asset of the future” of customer data in this particular battle’. – overall billion in annual premiums – a not been negative – Nelson went on to say “Ultimately,” said Jonathan Howe, insurance premiums inconsiderable gap when taking into account that ‘it makes me sad to see governments leader at PwC, “this all translates to collected the fact that the country’s insurance market responding to the financial crisis with the quality and resilience of insurance by China’s took in overall premiums of approximately casual protectionism, by choking the flow provider brands, not in the sense of logos US$284 billion in 2013. John Nelson, of capital – particularly in countries which insurance where the people they are trying to reach and colour schemes, but in the sense of chairman of Lloyd’s of London, described have dangerously low levels of insurance have stopped listening and will only pay the expectations that exist in the minds market in 2013 it as ‘a big gap to fill’, in an interview with yet high levels of risk’. “I do think that rising attention again when something genuinely of customers and other stakeholders of Finance Asia, ‘so China is encouraging penetration in these underinsured countries different comes along.” consistent, superior service provision. With Lloyd’s and others to come in with specialist is the biggest challenge facing the global Almost one in two people (49 per cent) the traditional barriers to entry becoming products’. “As China industrialises and insurance industry,” he continued. “I remain apparently believe that regulation of the eroded – or becoming harder and more commercialises,” he continued, “it is creating doubtful that all, or indeed many, of these financial services sector has been stronger costly to sustain – brand is becoming the more and more risk. Also China is hugely underinsured economies have the ability since the onset of the financial crisis in 2008, critical strategic asset of the future, and exposed to natural catastrophes, for example to capitalise their own insurance cover but more (57 per cent) do not believe that the companies must therefore rediscover their earthquakes. Equally, they are keen for the nationally. It makes little sense, even in very reforms are sufficient, and expect history to mojo with customers to stand out for the big domestic insurers to internationalise their large economies, to retain these risks within repeat itself. PwC’s study also suggests that right reasons.” own business.” national borders. Fundamentally, the wider this lack of trust is having an effect on the It was announced in September that the spread of risk, the safer the product.” entire financial services sector, and that it is Lloyd’s would be establishing a branch According to a recent paper from the Asian manifesting as a general sense of apathy on 6% of people trust insurers office in Beijing as part of ongoing efforts Development Bank, of the approximately the part of consumers. George Stylianides, more than they did one year ago to strengthen international development 2,500 protectionist measures that have been financial services risk and regulation leader of its market; China issued Lloyd’s with a brought in by national governments since at PwC, reiterated that tackling this apathy reinsurance company licence in 2007, and 2008, 85 per cent are still in force today, must be a top priority for the industry at extended it in 2010. Commenting on these and over 40 per cent originate in the Asia large: “Having a customer base that is both moves, Nelson said: “We decided about a Pacific region, and Nelson also made known unresponsive and potentially volatile is the year ago as part of our long-term strategy for his concerns that as this trend for greater worst possible state of affairs for existing China [that] we should increase our footprint economic protectionism continues, it does financial services providers. However, with further by opening a branch in Beijing. From so in step with increasing global political switching levels relatively low and relatively a reinsurance point of view, it brings us instability; for example, civil unrest in South high trust in banks to hold customer closer to the major carriers who are based in America and South East Asia, and bubbling data, there is an opportunity for banks to Beijing. That’s the logic.” China Reinsurance, tensions between Ukraine and Russia. reconnect with their customers.” the country’s largest reinsurer, has been In terms of positive examples, Nelson cited As an illustration of quite how much trust granted permission to expand business recent actions by Singapore: “I would pay has been eroded between consumers and operations in Britain, as a reciprocal gesture. particular tribute to Singapore. The steps the financial services sector, PwC’s report Also in September, John Nelson delivered a which the MAS took 14 years ago to ease compares the number of customers who talk at the Singapore College of Insurance, entry for insurers into the market, and to lift trust retail banks (32 per cent), investment in which he stated that national governments restrictions on the foreign ownership of local banks (15 per cent), financial advisers (28 and regulators ‘must resist the temptation to insurers, has been a resounding success. per cent), insurance providers (27 per cent) erect barriers to protect domestic markets’, Insurance premiums have quadrupled since and fund managers (12 per cent) with those and that protectionism does not serve then. Frankly, I see plenty of room for both who trust the police (53 per cent), general long-term economic interests. “Exposures London and Singapore – and Bermuda too practitioners (76 per cent) and National that are concentrated on a few insurers – as global insurance centres. The need to Health Service (NHS) nurses (79 per cent). can be dangerous,” he said, “and ‘closed’ diversify capital and spread risk depends on Focusing on insurance providers, PwC’s national insurance markets often cannot offer [these] sorts of global insurance networks survey found that consumers’ personal businesses all the cover they need, in terms forming, particularly as penetration levels – experiences with providers is the most of products and capacity.” Noting that since and exposures – rise.”

18 INSURANCE MATTERS

Insurance MAPFRE deal agreed with DL improves drug UK-based Direct Line Insurance Group (DL) million. The agreement between Direct Line of – if not all – net proceeds will be returned recently announced that it had secured a and MAPFRE includes various transitional to shareholders, with further details set to be access in Dubai binding agreement with Spanish insurer arrangements, among these a licence for the provided when the sale is fully completed. MAPFRE, S.A. (MAPFRE) for the sale of Direct use of the Direct Line brand in Germany and “We believe that the sale of our international Cinfa, a Spanish pharmaceutical company Line’s international division, which includes Italy for the next three years; one condition businesses to MAPFRE is a good result for all based in the United Arab Emirates (UAE), its German and Italian operations. The sale of the transaction is the approval of relevant of our stakeholders,” said Direct Line Group’s has stated that Dubai’s new mandatory marks the conclusion of a strategic review regulatory authorities, processes that are CEO Paul Geddes, “providing excellent health insurance law will facilitate wider initiated by Direct Line earlier this year. expected to take between three and four value for our shareholders, while offering access to ‘European-quality’ medical care, Cash sale proceeds are set to total £430.5 months. Direct Line currently boasts a strong our customers and colleagues stability and which will include imported drugs that can million, which represents 1.9 times 2013 net capital position, demonstrated by its risk- opportunity. Meanwhile, our UK personal and manage chronic diseases such as diabetes asset value and 36.9 times 2013 normalised based capital coverage ratio, which stood at commercial lines businesses are continuing and heart disease; conditions such as these earnings, and Direct Line expects to recognise 148.8 per cent as of 30 June this year, and it is to implement the many initiatives we have are reportedly spreading in the Middle a pre-tax gain on disposal of around £160 generally expected that a substantial quantity underway to deliver our strategic priorities.” East, driven by various factors including rising obesity, an ageing population and increasingly sedentary lifestyles, according to a report from Deloitte. Eighty-five per cent of the UAE’s drugs market is already comprised of imported medicines. Dubai’s new law comes into effect at the end of October, and will stipulate that employers with a minimum of 1,000 staff will have to subscribe to a health insurance plan for their employees. Employers with between 100 and 999 employees will have until the end of July 2015 to comply, while employers with 100 employees or less will have until the end of June 2016.

“The implementation of Dubai’s health insurance laws will mean that patients will have access to products that they trust”

Voluntary code of conduct in development

The British Insurance Brokers’ Association (BIBA) is currently in the process of developing a ‘voluntary code of conduct’, facilitated by the re-establishment of its working group. The organisation is working on a proposal to put forward that would map out a route for BIBA to ‘lead the way’ in interpreting the Financial Conduct Authority’s (FCA) Principles for Business and the Chartered Insurance Institute’s (CII) Code of Ethics, and to ‘lead the standards debate for the beneﬁt of members and their customers’. Seventy per cent of respondents to BIBA’s recent ‘A Pathway to Raised Standards’ consultation expressed a desire for BIBA to lead the way, and it was generally agreed that the best course was for BIBA to work with the CII to develop a voluntary code with extensive supporting guidance, while avoiding creating too many new obligations for members. “Members have responded in record numbers to our … consultation paper,” commented Steve White, chief executive of BIBA, “and for this we are grateful. We have been given a clear steer as to what members want from us and we will now press on with the next stage. The FCA Principles for Businesses set out existing high-level requirements to act with integrity; with due skill and care; and to treat customers fairly, among other things. These are principles BIBA members wholeheartedly support, so we will be looking to gain input and support from members in drafting a voluntary code of conduct based on these.”

19 INSURANCE MATTERS

Cyber risks analysed

Professional services firm Deloitte has offered attacked – ‘you will not get to a point of “What data is crucial to running the five cyber risk insights for the chief financial zero risk’; organisation,” asks Deloitte, “and what officers (CFOs) of companies, noting that Physical security and cyber security are databases, if compromised, could put you out these risks are ‘enough to rattle even the increasingly linked: The twin domains of of business?” Using a retailer as an example, most steadfast’ of CFOs. The company physical and cyber security have traditionally customer credit card data and the ID numbers says that cyber attacks have now become been treated as separate entities, but Deloitte of employees represent crucial data. CFOs a regular fixture on lists of ‘most worrisome suggests that this is no longer the case. “While are advised to build a ‘hierarchy of data’ risks’ for CFOs – lists that include economic threats like espionage, intellectual property customised to both their company and their volatility and overregulation – and cites both theft, fraud, counterfeiting and terrorism may particular industry; and the increasing frequency of such attacks involve cyber breaches, they potentially can Your walls are probably high enough: and the associated costs as matters of begin by physical access,” said Deloitte. “In a “Companies continue to invest heavily in extreme concern. “According to the Ponemon common example, certain administrators may the protection side of cyber security – with Institute’s 2014 Cost of Breach: Global have full control over a system such as payroll, “Companies continue to invest heavily in the more firewalls and more intrusion-detection Analysis study,” said Deloitte in a statement, customer data or billing. Armed with that systems,” said Deloitte. “Yet, most wall- “the average total cost for data breach is access, those employees or contractors might protection side of cyber security – with more building may be about as high as it needs now $3.5 million globally, up 15 per cent pay themselves with false invoices, approve firewalls and more intrusion-detection systems; to be. Given that hackers have likely already from last year. In addition, the survey found a loans with special rates, or copy customer infiltrated, companies should focus more on company’s profitability of a material breach credit card data and employee files that yet, most wall-building may be about as high as it the detection side to increase their vigilance involving 10,000 records or more stands at 22 contain sensitive information such as social against attacks and on recovery after the fact. per cent over the next 24 months.” security numbers, with the purpose of selling needs to be” The formula is different for every company, The five insights offered by Deloitte are: the data, creating identity theft, embezzlement of course; but, of the typical IT cyber-risk Your information network will be or other fraud.”; the damage potentially done to reputations spend, 30 per cent might be allocated to wall- compromised: CFOs need to accept that, Cyber damages go beyond dollars: Deloitte and brands ‘significantly adds to the toll’; building, 50 per cent to detection, and another inevitably, any information network will be suggests that while there is a financial cost, Everything can’t be protected equally: 20 per cent to resilience preparation.

Technology investment essential to growth

As insurers look to fuel growth, build better Insurance Business highlights that although the Economist Intelligence Unit (EIU). into alternatives (21 per cent) and emerging 86% of relationships with customers and move insurers show an appetite for change, they The market for insurance products is market equities (53 per cent). However, insurers ‘still into new markets, significant investment are struggling to build a solid technology undergoing disruptive change, with 78 per less than two thirds (58 per cent) are very challenged’ by in technology will be needed in order to foundation that will better serve both their cent of respondents facing growing demand confident their current technology and legacy IT issues keep pace with change, according to a portfolios and customers. The report is from their customers to invest in new operating platforms can support these new report from State Street. Platforms based on a research survey of more than technology, more than business expansion, changes to investment strategy and only for Growth: Technology Innovations in the 300 insurers conducted in conjunction with new regulations or competitors’ actions. The nine per cent rank as ‘excellent’ their ability report found that to meet that demand and to integrate investment data from multiple access new customer segments, insurers sources to achieve a comprehensive are investing in customer relationship portfolio view. management systems (58 per cent), social media tools (57 per cent) and technology to Underwriting starts with you capture new customer insights (50 per cent). A broader problem may be structural disconnects in managing technology overall. Evolving at the speed of technology At many insurers, there appears to be a Meanwhile, new market entrants are cultural divide separating the IT function changing the competitive landscape and from the rest of the business. The report using data-driven technology to transform showed that only 36 per cent of respondents the traditional insurance business model. who identify as business managers agree However, incumbent insurers are struggling that technology managers are flexible in the to keep pace, with only 31 per cent face of changing business needs and less describing the pace of innovation as ‘rapid’. than a quarter (22 per cent), strongly agree Insurers must overcome historical data silos that technology managers are proactive and integrate legacy systems to retain their in proposing new, innovative solutions. competitive edge. The report found that 86 Alternately, 26 per cent of respondents who per cent of insurers are still challenged by identify as technology managers strongly legacy IT issues, with 93 per cent saying they agree that business managers readily take need a new IT infrastructure to integrate and advantage of new technologies. Additionally, manage data, and only 38 per cent are ‘very only 18 per cent agree that senior leaders in effective’ at turning multiple data sources into their company give technical initiatives the actionable insights. priority they deserve. “Insurers have to focus on turning data from “As insurers deliver tailored solutions a liability to an asset,” said Pete Thurmond, driven by big data to consumers, they must head of insurance sector solutions for North also convert investment information into America at State Street. “However, misaligned actionable insights for their portfolios,” objectives may be holding insurers back, with continued Thurmond. “To bridge the digital only 28 per cent of respondents agreeing divide, both technology and business that their technology and business goals are managers must be proactive in proposing in synch. To access new client segments innovative solutions, prioritising technology and counteract new tech and data-driven advancements and offering actionable competitors, it will become increasingly data and to support these changes to important for insurers to focus on collecting investment strategy.” and analysing data to understand consumer On behalf of State Street, the EIU conducted behaviours and deliver tailored products that a global survey of 321 senior executives at match those needs.” insurance companies in June and July 2014 to examine the technology challenges facing From retrofit to future fit the sector. Thirty-six per cent of respondents Advanced data capabilities will also provide were from Europe, Middle East and Africa an edge as changes in investment strategy (EMEA), 34 per cent from the Americas and force upgrades in the asset management 30 per cent from Asia Pacific. Eighty-two arm of insurance companies. Respondents per cent represent firms having $1 billion or noted plans to expand their investments more in annual revenue.

20 INSURANCE MATTERS

UBI adoption on the up According to a report from global adopters is seen as tricky and this is driving UBI adoption technology research and advisory a ‘wait-and-see’ approach among some firm Ovum, adoption of telematic insurers. This stance presents a significant risk, rose by 64 usage-based insurance (UBI) for as it may prove difficult to rapidly develop the per cent auto users is on the rise telematics infrastructure and UBI capabilities to challenge the lead of early market entrants.” In between Ovum’s report suggests that take-up of order for telematics to reach their full potential, 2012 and UBI is likely to continue to penetrate the Juniper believes that insurers will need ‘to mainstream insurance business over the next develop propositions that are sufficiently 2013 two years. UBI electronically sends automatic compelling to drive widespread adoption reports of vehicle usage information – beyond the niche early adopters’. “In order to including time and location data and not be left behind in the market,” he continued, analyses of driving habits – to insurers, and “insurers must consider launching pilot or trial according to Ovum, ‘with evolving regulation, schemes. This will lead to vital experience and advances in technology and the need for the development of relevant capabilities, such differentiation within the insurance market, as analytic skills in order to derive insight from UBI telematics adoption will continue to telematics data. Telematics has the potential increase’; UBI adoption rose by 64 per to increase the level of insurers’ interaction NZ health insurers pursue cent between 2012 and 2013 in the UK, with policyholders significantly. It can provide according to Ovum’s figures. The company a platform for insurance organisations to innovation for growth examined eight leading telematics service differentiate their offerings and stand out in providers (TSPs) in its research. a highly commoditised market. If insurers do According to a report in the New Zealand opting for comprehensive policies that will Currently, adoption of UBI is primarily driven not recognise and act on this, they will be left Herald, take-up of health insurance in the also facilitate visits to naturopaths, podiatrists, by specific customer segments – e.g. safe behind as this market evolves.” country is in decline, with 60,000 less Kiwis acupuncturists and nutritionists. and low-mileage drivers – who feel they will having health insurance this year compared “All companies’ health costs are going up at a benefit from lower premiums, but Ovum with December 2008; as a result, health faster rate than premiums,” commented John believes that it will become ‘increasingly insurers are reportedly offering preventative Mayhew, clinical director at insurer Sovereign, mainstream’, and that most insurers in mature policies to customers in a bid to attract which recently introduced Private Health markets will start offering telematics-based policyholders back to health insurance Plus, a policy that includes coverage for options over the next five years. Analysts through enhanced innovation. Southern cancer screening, dermatologist skin checks also suggest that all but the biggest of these Cross and nib are two such companies, and screening for fertility issues. “Everyone organisations will outsource data gathering both of which are offering new ‘everyday’ is looking to develop unique products. We operations and support to TSPs. policies, offering cover for physiotherapy believe that if people want screening outside “There is uncertainty over the widespread appointments, glasses, GP visits and the normal screening programme, they adoption of UBI telematics,” commented acupuncture – these policies can be added should be able to get a policy that pays for Charles Juniper, senior analyst for financial to customers’ specialist and hospital cover, that. It’s proactive rather than reactive. It gives services technology at Ovum. “Growing although some consumers are reportedly people options.” beyond the relatively small number of early

21 OneCall-166-full-303x404.pdf 1 17/10/2014 10:27

HEALTH MATTERS

Global health authorities under pressure

The World Health Organization ago, WHO developed the ERF to guide (WHO) and its health partners our response in all types of emergencies,” around the world are responding explained Dr Aylward. “The ERF ensures to an unprecedented number of that the full resources of the Organization are Grade 3 priority crises at the same made available to support the response to the time, putting pressure on resources most severe crises.” The hope was that the ERF would help the organisation to manage A statement from WHO explained that for the two G3 emergencies were they to occur at Freedom from first time ever, the organisation is leading the the same time. However, the current level health response to five major humanitarian of activity is exceptional. “Two years later,” …it's the peace of mind enjoyed by knowing that a skilled, crises at the same time, with more than 60 continued Dr Aylward, “we are managing million people, from West Africa to Iraq, five G3 emergencies based on their scale, urgently requiring a wide range of healthcare complexity, urgency, and political, social or competent and caring team is fulfilling your organization's services. West Africa’s Ebola outbreak, economic impact. This is unprecedented – combined with conflict-enflamed humanitarian not only for WHO, but for all humanitarian goals. One Call Medical Transports delivers on that crises in South Sudan, the Central African partners. And these will be long-term, Republic (CAR), Syria and Iraq, have stretched sustained crises, not just a time-limited surge commitment throughout the world 24 hours a day. health services in these areas to the limit, and period,” he added. worry caused many to collapse. This has required WHO plays a dual-pronged role in WHO and its health partners to fill increasingly humanitarian emergencies. On the one hand, Worldwide Ground Transports • Ambulance • Stretcher • Wheelchair • Limousine • Taxi widening gaps to ensure life-saving and it is the world’s prime technical guidance routine care for millions of displaced persons setting authority on a wide range of health and host communities. issues. On the other, it is the lead agency for “We are dealing with an unprecedented health in humanitarian crises, which involves a This role is increasingly crucial for WHO on the Organization, WHO has never number of multiple humanitarian health crises major co-ordination role as lead of the cluster due to the shrinking number of healthcare worked more effectively across multiple 60 million concurrently. These are more complex and of healthcare providers working in the various providers working in emergencies. As security emergencies,” commented Dr Brennan. “By – the number of affecting more people than at any point since emergency settings. “We will always be a risks increase, especially for healthcare paying the salaries of healthcare workers in people urgently the end of the Second World War,” said Dr technical specialised agency, but it must be workers, and as costs for operations rise, CAR and South Sudan so they return to work, Bruce Aylward, assistant director-general of recognised that we have and need to have a many organisations that once performed in- or procuring large volumes of supplies for requiring WHO’s polio and emergencies cluster. strong foundation to operate in crisis settings,” country services no longer do so. the Ebola outbreak, to delivering medicines healthcare The five crises have, due to their scale and said Dr Aylward. “In humanitarian crises, our Dr Rick Brennan, director of WHO’s and health services in the middle of intense services the emergency health response required, leadership role obliges us to be the provider department of emergency risk management conflict in Syria and Iraq, the implications each been categorised as Grade 3 (G3) of health services as a last resort. This can and humanitarian response, said that besides for us are huge. There has never been a emergencies, the highest grading determined mean anything from co-ordinating the running these mega-emergencies, the Organization time when we are more dependent on C by WHO as part of its Emergency Response of multiple health strategies in communities, was still responding to multiple crises, the solidarity, generosity and determined M Framework (ERF). The ERF grades such as immunisation drives, to equipping including in Afghanistan, the Democratic commitment of the international community Y emergencies across three levels, with Grade health facilities and even, in some situations, Republic of the Congo, Gaza, Mali, Pakistan, to assist those most in need of humanitarian CM 3 being the most serious. “Just two years delivering actual healthcare services.” Ukraine and Yemen. “Despite the strains health support around the world.”

CMY

CHIKV numbers rise Giardiasis holiday misery K The outbreak of chikungunya virus (CHIKV) continues for travellers in the Caribbean region, first reported by the World Health Organization (WHO) in A study into the long-term effects of become infected, although it is usually spread December 2013, continues to take its toll giardiasis, a parasitic disease, and one of by touching contaminated surfaces, drinking on locals and travellers. The most recent the most common causes of gastrointestinal water or ice made from water containing the countries reporting autochthonous (locally infections in travellers, found that many parasite, accidentally swallowing infected acquired) transmission are Brazil, Colombia travellers were still suffering years later. water while swimming, or eating uncooked and Guatemala. Since the initial report, Giardiasis is a zoonotic disease – passed food that contains the parasite. autochthonous (locally acquired) transmission from animals to humans – caused by a Scientists in Canada looked at 1,252 people of CHIKV has been reported from several flagellate protozoan, giardia lamblia. Encased who were infected with giardiasis during an countries and territories in the Caribbean, in a hard, shell-like cyst, the organism is found outbreak in 2004, and when the researchers as well as from mainland North, South and in the digestive tracts of humans and many interviewed the people three years later, they Central America. As of 19 September 2014, animals. People can only become infected found that 39 per cent suffered from irritable 729,178 suspected cases and 113 deaths with giardia by swallowing the parasite. bowel syndrome (IBS) and 30 per cent had been reported in the region. Anything that comes into contact with suffered from chronic fatigue. In 2010, the The majority of CHIKV cases imported into faeces from infected humans or animals can incidence of IBS in the group had decreased other countries come from Southeast Asian returning from Caribbean nations, most of from 39 per cent to 32 per cent, and those travellers; but in 2014, 37 cases of CHIKV whom were visiting the Dominican Republic, still reporting chronic fatigue problems fell have been reported in British travellers Antigua or Barbuda. to 15 per cent. The scientists concluded that not only was exposure to the parasite a ‘significant risk factor’ for persistent IBS and fatigue, but it was also worse for older people, TB test innovation with age increasing the risk of ongoing chronic fatigue. Researchers in the US have developed a that’s given off during its activation.” The Other investigations into the longer term new way to test patients for tuberculosis (TB) scientists working on the project gave a effects of travellers’ illnesses have shown that involves using their breath. TB bacteria special molecularly labelled form of isoniazid similar results. For example, a study emitted a unique gas signature within 10 to rabbits in a lab. According to the report: published in 2013 that collected data on minutes of exposure to an inhaled antibiotic “In the presence of TB, labelled nitrogen gas over 42,000 people who had been treated INT: +1-630-444-2100 in rabbits, and the new research used an was released from the lungs and detected for illness following overseas travel found inhaled form of isoniazid – an antibiotic used by a machine called a mass spectrometer. that more than 40 per cent of travellers who to treat the disease – which is activated by A positive result indicates that TB bugs are reported gastrointestinal symptoms lasting US: 866-663-2255 a TB enzyme. The test exploits the fact that present and suggests they are susceptible more than two weeks suffered from chronic A GLOBAL REACH the enzyme is unique to TB, said Dr Graham to isoniazid.” fatigue or IBS. The same study showed that email: [email protected] Timmins, who led the research. He added: For many years, the diagnosis of TB has been giardia was the most common cause of “We realised that we could actually look at reliant upon bacteria growing in a culture of gastrointestinal illnesses; and that most cases the conversion of the isoniazid to its active the patient’s saliva, which can take up to six of giardiasis occurred in South and Central web: www.ocmt.com form by monitoring one of the labelled gases weeks to identify. Asia countries, particularly India. with the personal touch 22 OneCall-166-full-303x404.pdf 1 17/10/2014 10:27 Freedom from …it's the peace of mind enjoyed by knowing that a skilled, competent and caring team is fulfilling your organization's goals. One Call Medical Transports delivers on that worry commitment throughout the world 24 hours a day. Worldwide Ground Transports • Ambulance • Stretcher • Wheelchair • Limousine • Taxi

CMY

INT: +1-630-444-2100 US: 866-663-2255 A GLOBAL REACH email: [email protected] web: www.ocmt.com with the personal touch IPMI NEWS

Spending down for Health Exchange clients

Aon Hewitt announced recently designs in the Aon Active Health Exchange that employers and individuals for 2015 will once again remain unchanged. participating in the Aon Active Companies participating in the Aon Active Health Exchange are seeing Health Exchange also reduced their overall notable reductions in healthcare healthcare cost for medical coverage by spending for the third straight year more than $750 per employee compared to their expected 2014 spending. These According to the company, every one of the numbers factored in the savings delivered 18 companies that participated in 2014 are through the exchange model, the impact returning to the Aon Active Health Exchange of employee choices to buy less rich in 2015, and across those companies, coverage, and the impact of employees rates for medical coverage increased by who chose to purchase richer – and often an average of 5.3 per cent, which is lower more expensive – medical plans. Average companies,” said Ken Sperling, Aon Hewitt’s “Healthcare cost increases continue to be Average than the industry average and includes healthcare costs were $8,342 per employee, national health exchange strategy leader. well above general inflation and remain high healthcare costs associated with the Affordable Care down from $9,098 per employee. These “After three years in operation, we continue for employers and employees,” explained costs were Act. According to Aon Hewitt’s estimates savings were shared with employees through to see evidence that our fully insured, Timothy Nimmer, fellow of the Society of and several other organisations, average reduced payroll contributions, as well as multi-carrier model is fostering competition Actuaries, member of the American Academy healthcare cost increases in 2015 for large through offering a range of more affordable at the consumer level and encouraging of Actuaries and chief healthcare actuary $8,342 per employee US employers with self-insured arrangements healthcare coverage options. individuals to become smarter about their at Aon Hewitt. “The Aon Active Health are projected to be between 6.5 per cent “The Health Exchange is designed to healthcare choices, which have helped drive Exchange is netting average cost increases and eight per cent before employers make create a more effective and efficient down the cost increases that employers that are well below the industry norm, which changes in deductibles and co-pays. Based healthcare ecosystem by aligning employers, and employees have experienced over the is positive reinforcement of the overall on employer and employee feedback, plan employees, providers and insurance last decade.” sustainability and success of our model.”

Medibroker invests in business AWC enters brave new world development Allianz Worldwide Care has need to manage throughout the year when announced the launch of a new it comes to incepting and renewing policies Medibroker, a UK-based specialist IPMI “I am extremely excited to join Medibroker; the product range that will offer life and paying premiums.” He added that one brokerage, has appointed David Castling to opportunity to take a firm with an exceptional and disability cover alongside more major benefit to clients is that they are the position of business development director. brand, talented staff and stacks of ambition international health, giving given one system for reporting and policy Castling joins the firm having held senior and build it into a truly global player was not corporate clients access to an administration, regardless of the product sales management roles with Engage Mutual one to be missed,” said David. Meanwhile, enhanced portfolio of products combination they have chosen. and National Friendly, and spent 12 years in Elodie Rambert commented: “With the Susan Landers, head of marketing and client intermediary financial services. Reporting to recruitment of David Castling, we bring to The addition of the new products means a management, commented: “We can offer life Elodie Rambert, CEO of April International, his Medibroker a new vision of distribution in the broader product offering all in one place. Ron and disability cover tailored to each client’s remit will be to grow the business by developing market, which we are convinced will make the Buchan, CEO of Allianz Worldwide Care, said needs, whether they are small, medium or new partnerships and distribution routes. company the fastest-growing broker in IPMI!” David Castling of the move: “We can now offer corporate large groups. As well as the convenience clients and their brokers the convenience of having a number of products with one of sourcing a range of insurance products insurer, this will also be commercially from a single insurer. These products are attractive, as clients who choose more UltraCare policies redesigned all key elements of an employee benefits than one type of product will benefit from a package, helping our clients to attract and premium discount.” Aetna and Starr Property & and Chinese nationals while providing the retain staff.” He continued: “For corporate HR, The introduction of these new products Casualty Insurance (China) strength and peace of mind of a global there are cost benefits as well as efficiencies follows the July 2014 merger of Allianz Company Limited (Starr China) healthcare network.” in terms of the number of relationships they Worldwide Care Ltd with the international have launched the redesigned Highlighted benefits of UltraCare include divisions of Allianz France. The merger has UltraCare, a series of products that coverage for cancer treatment including resulted in the creation of a new entity, Allianz help expatriates based in China, as palliative care, congenital conditions, and Worldwide Care SA, which has a single well as Chinese nationals, access vision and hearing tests, as well as increased license to underwrite both health and life high-quality healthcare that better dental limits and outpatient benefits. The plan insurance and is regulated by the French addresses their medical needs helps members, together with their healthcare Regulator. The Dublin office is a branch of the provider, to proactively manage their health new company, acting as the primary support Expatriates and Chinese nationals will have and wellbeing through the addition of health hub for global operations. access to in-country and global coverage, management solutions. including an optional US offering through four Other key features include coverage of up App happy flexible, affordable health plans. These plans to RMB35 million (US$5,701,722) on the Meanwhile, Allianz Worldwide Care has are UltraCare Standard, UltraCare Select, UltraCare Elite plan; coverage in a medical introduced a new mobile app that allows its UltraCare Comprehensive and UltraCare Elite. emergency for evacuation and repatriation members to submit medical claims more UltraCare is underwritten by Starr China, a in all four plans; compassionate emergency quickly and easily. Using the MyHealth app, company possessing an A- (Excellent) rating visits on UltraCare Comprehensive and members simply provide a few key details from A.M. Best Company, and administered UltraCare Elite which enable the planholder to about their claim, take a photo of their by Aetna (Shanghai) Enterprise Service visit a close family member who is critically ill medical invoices and press ‘submit’. All Co. Ltd, an Aetna company in the Aetna or has died; free coverage for a second, third personal data entered while using the app International business. and fourth child up to age 18; an optional is secured via encryption, and members “In response to the Chinese government’s maternity plan; and red24 worldwide travel can also use the app to track the status of call for better commercial health insurance security advice and assistance. previously submitted claims and check the products, and in recognition of the huge “We are proud to partner with Aetna details of claims that have already been unmet needs from consumers, we have International to offer comprehensive health paid. The app also works offline as a policy upgraded UltraCare to ensure it remains the insurance solutions within China and to document holder, as the policy document market-leading product for health coverage provide our customers with convenience and can be accessed by the user even when and proactive health management at a security,” commented Xiao Chen, president there is no Internet connection. Assistance competitive price,” said Dr Yehong Zhang, and general manager of Starr China. All features include a ‘find a hospital’ option, general manager of Aetna International, aspects of policy issuing, claims assessment giving members the chance to locate an Greater China. “With UltraCare, we are and payments are handled in China, as well in-network facility nearby, and a medical delivering a flexible and customisable as bilingual staff service for both international term translator shows key medical terms in product that appeals to both expatriates and local customers. 17 languages.

IPMI NEWS

Qatar legislation could lead Aviva launches app to understang Aviva International Solutions healthcare professionals or chosen family policyholders will now have the members and colleagues in the event of an According to Jelf Employee Benefits, the medical facilities, so Jelf advises employers opportunity to access a personal accident or emergency. Customers are able employee benefit analysis and provision to be ‘mindful’ when selecting insurers, or membership smartphone app that to choose which of their medical records they arm of independent consultancy Jelf risk falling foul of the new rules. “In a country can store their medical records, wish to share with providers, and whatever International, new private medical insurance expanding so rapidly,” concluded Spencer, provide claims advice anywhere information they choose will then be stored (PMI) legislation in Qatar could potentially “it is not surprising to see this directive being in the world, and grant immediate in a password-protected emergency records lead to British firms operating with less than put in place, and employers who plan ahead access to medical advice and area. The app will also provide 24-hour the recommended complement of staff. The shouldn’t experience many difficulties. It is emergency assistance access to Aviva and its emergency assistance changes to the visa rules will stipulate that encouraging to understand that the new service. employers with Qatar-based expatriates will National Health Insurance Service will “Our international customers are increasingly be legally obliged to pay their employees’ work with private health insurers in order to mobile across the globe,” said Teresa Rogers, premiums. Employers will not be issued transition their member schemes to compliant head of international at Aviva UK Health, with residence permits for staff unless they plans to avoid double coverage. However, “and remote working on mobile devices have subscribed to the new National Health international employee benefits is such a has become the norm, so we’re delighted to Insurance Service and have secured suitable complex area, any employer with concerns be able to improve customers’ experience coverage, while insurance companies will should seek expert advice.” of their International Solutions cover by need to have their place of business in Qatar providing them with safe mobile access to – and be registered with its Supreme Council The free International Solutions app boasts their personal medical records and round-the- of Health and other Government Authorities. ‘a high level of functionality’, according to clock health services.” She described the app The new rules come into effect in the first Aviva, and can record a range of medical as ‘the next stage [in] Aviva’s digitisation of its quarter of 2015, and James Spencer, Jelf details including allergies, immunisations and International Solutions offer’, saying that it will International’s international development tests, which can then be easily accessed by provide ‘greater convenience and flexibility’. manager, said: “Qatar does not levy income tax on employee earnings, making it an attractive relocation for expatriate employees, especially those in financial services Focus on China from Now Health professions. Employers looking to renew visas for these staff will simply find they are Hong Kong-based IPMI broker Now commented on the launch of the video: left without sufficient employee capacity Health International has launched a new “We are uniquely placed to offer a fully unless they have complied with the new rules. informational video aimed at the Chinese compliant plan in simplified Chinese with a It will be the responsibility of the employer to local national high-net-worth segment of fully trained service and claims team on the ensure that they comply with new legislation, the marketplace. Designed to help educate ground in Shanghai so that local Chinese and some insurers who do not have a potential policyholders, the video is the first people can access the kind of healthcare solution may not be immediately able to cover step the company is taking in an effort to they want. International health insurance is employees in Qatar.” increase awareness of IPMI products among no longer dominated by expats – and this Qatar’s medical insurance market is not Chinese businesspeople. is evident in the China market more than as developed as many of its well-regarded Martin Garcia, CEO of Now Health, any [other].”

26 IPMI NEWS

A meeting of minds

Willis Employee Benefits Limited, part by business travellers and expatriates we are able to deliver to our clients a more of Willis Group Holdings, the global risk whilst overseas are both predictable and effective solution.” adviser, insurance and reinsurance broker, preventable. However, large numbers of For risk managers, the screening allows the has partnered with Now Health International business travellers, expatriates, and their provision of management information on and Healix International to offer clients with families are sent overseas with pre-existing medical risks associated with the location, fewer than 99 expatriates unique, flexible medical conditions and little or no knowledge specific to the employee and their family, and affordable medical plans designed to about how those conditions may best be prior to the assignment taking place, and fulfil employees’ healthcare needs outside managed in their destination countries. information on the potential long-term cost of their home country. A special feature of This results in significant disruption, failed implications for the organisation. For HR the medical plan is access to online pre- assignments, and, in many cases, serious professionals, meanwhile, the company said assignment medical screening for employees illness, unplanned medical evacuations and that it ‘allows an auditable process through and their dependents. Michelle Bishop, client significant costs. which employers can fulfil their duty of care development manager of Willis Employee Tony Powis, CEO of Willis Employee requirements by facilitating pre-trip advice and Benefits, commented on the new plans: Benefits, said: “One of the key concerns guidance that is specific to the individual’s “There are limited products available on the our multinational clients raise is in relation medical needs and location of assignment’. market that enable up-front risk management to assignment failure. The benefits of pre- This simple feature also acts as a method of anywhere in the world. The partnership with specific to an employee’s health. This will assignment screening are wide-ranging reducing employee liability exposure. Willis and Healix offers a truly unique offering be the first medical plan to include pre- and it is an excellent risk mitigation tool Martin Garcia, CEO of Now Health in the market today.” The medical plan is assignment screening as standard.” for managing some of the broader risks International, said: “Now Health is well placed administered by Now Health International, Willis believes that many of the illnesses associated with a globally mobile workforce. to provide fast, accurate service to those and the pre-assignment screening element is and health-related problems suffered By integrating this within the medical plan employees who need access to healthcare provided by Healix International.

Cigna wins in employee bene ts contest Focus on China from Now Health For the third time in four years, Cigna Global sponsors the EMMAs at their annual US said Robyn Cameron, senior vice-president, and global mobility managers seeking to Health Benefits won the 2014 International Global Mobility Summit. The EMMAs are Cigna Global Health Benefits. “We’re develop global benefits packages that attract Employee Benefits Provider of the Year judged by an independent panel of global extremely proud to continue to demonstrate and retain their premium talent. We continue award, which recognises overall excellence mobility directors. our thought leadership in this area.” to satisfy our clients and customers by in the field of expatriate insurance. The “As the global benefits landscape grows The panel of judges stated that, “While offering effective solutions and services that recognition was given by the Expatriate increasingly complex and the needs of providing exceptional expatriate benefits, differentiate us from the competition.” Management and Mobility Awards (EMMAs), expatriates grow more sophisticated and Cigna also understands the relevance of sponsored by the Forum for Expatriate varied, Cigna remains poised to address global benefits in the retention and attrition Management (FEM). FEM brings all sides the challenges for multinational employers of assignees.” Sheldon Kenton, senior “the global benefits landscape grows of the global mobility industry together, seeking to provide their globally mobile vice-president of Cigna Employer Sales, increasingly complex and the needs of including international human resource employees and families with the best commented: “Cigna understands the myriad and global mobility professionals, and healthcare coverage available in the world,” of challenges for multinational companies expatriates grow more sophisticated”

27 TRAVEL MATTERS

Research reveals Travel restrictions ‘staycation’ preference removed for Despite proximity to a host of European and New York City was Northwest England’s older customers destinations, vacationing close to home lively city of Manchester. Glasgow secured remains the holiday preference of choice itself ninth place on the list, while Liverpool Regular readers of ITIJ will be well aware for a growing number of Brits. According to and Birmingham brought up the rear. that older travellers are venturing farther research released by TripAdvisor, UK cities As well as being affordable and convenient, away than they ever have in the past, made up six of the top 15 most searched for the growing preference for ‘staycations’ and and now, thanks to an investigation by a global destinations. As expected, London mini breaks has been put down to a number consumer organisation in the UK, more topped the list. The cosmopolitan capital of social and cultural changes. From fashion barriers to their adventures have been is clearly continuing to entice national and and music to food and photography, UK removed. According to research from international visitors alike with its world cities are continuing to improve on cultural Which?, one in three of its members over the famous tourist attractions, ultra-trendy nightlife attractions, events and festivals across the age of 65 felt they had been excluded from and timeless historical significance. board. Social preferences also appear to be a holiday or travel activity due to their age. In second place was Scotland’s enchanting evolving, with families choosing to embark on As a result, and following intervention from city of Edinburgh. Flashes of tartan, drams of several three-to-four day getaways staggered Which?, three travel companies have altered whisky, whiffs of haggis and wailing bagpipes throughout the year rather than the traditional their policies: Sixt car hire has scrapped its make the characterful capital a truly unique two-week holiday. The trend is backed up by ban on hiring cars to drivers in the UK who destination. For those that tire of the hustle recent research from hotel chain Travelodge, are over the age of 75; cultural tours provider and bustle of Princes St, the city is perfectly which revealed that two out of three families Martin Randall Travel has dropped its long- positioned for day trips to nearby lochs and chose several ‘staycations’ over a single standing ban on over-80s holidaymakers mountains. Topped only by Sharm El Sheikh international destination in 2013. joining its tours; and Europcar is reviewing its processes to make age restrictions on its site clearer after a Which? member was stopped from picking up a car he had Japanese jubilation booked and paid for. Philippines focus on attracting new market

The Philippines’ Department of Tourism travelling public that Lardizabal wants to see (DoT) has announced plans to boost the drawn to the Philippines, with plans to attract nation’s tourism coffers by appealing to a more visitors from Russia, India, the Middle new market – middle-class Muslim travellers East, Thailand, Indonesia and Vietnam. – following reports that the growing affluence Supporting ambitious plans is the move into of the group is prompting new destination the ASEAN organisation next year, which will opportunities. Francisco Lardizabal, chief provide more opportunities for growth. of tourism promotions for the DoT, said that The challenge for tourist authorities in the facilities such as halal spas, halal restaurants, Philippines is not just to attract tourists from prayer rooms and other basic services new source markets, it is also in repairing the could be improved upon in order to meet tourist infrastructure that was hit so hard by the needs of travellers. “Every year, he said, last year’s earthquake. “we get more Muslim travellers [and] we are hoping that Cebu, one of our popular The Japan National Tourism Organisation nations. Other changes that the organisation tourism sites, will co-operate and encourage has reported that visitor numbers to the said had boosted numbers were a weakness investments to make our country a Muslim country have reached an all-time high, with in the yen, new visa exemptions for short-term and family-friendly destination.” He went on figures surging by over 26 per cent for July visitors from Thailand and Malaysia, and the to say: “It shouldn’t be difficult for us to deal 2014 when compared to July 2013. The fact that Tokyo will be hosting the Olympic with the Muslim tourists because, for one, agency said that an estimated 1.27 million Games in 2020. According to the statistics we have a strong Muslim population in our foreigners entered the country in July, helped given by the National Tourism Organisation, country. What we should work on, though, by more international flights to Tokyo’s Chinese visitors recorded the most significant is understanding and learning more about Haneda Airport, and a greater number of increase, almost doubling to 271,000, while their culture.” charter flights being introduced to other Asian visitors from Taiwan increased by 17 per cent. However, it’s not just one segment of the

Single airport hub needed

The CBI, a business lobbying Steer Davies Gleave, for the CBI, shows that said: “The Chancellor has set businesses we delay making a decision makes matters organisation in the UK, has from a sample of 15 emerging markets, £1 billion ambitious targets for increasing the UK’s worse.” Hall continued: “First and foremost, called for the creation of a single hub airports serve on average nearly three would be exports, and there is simply no way of UK business wants action. There can be no hub airport in the UK, which it times as many destinations as point-to-point generated by achieving these goals without upping our more excuses – we need to see the Airports says is ‘critical’ to long-term and airports (27 to eight destinations), while also new routes game in emerging markets. Our analysis last Commission deliver a strong case for new sustainable growth delivering almost twice as many flights on year demonstrated that connectivity is the capacity and a clear schedule for delivery, the routes that are served – 1.5 daily flights lifeblood of trade, but it also highlighted that and politicians to commit to spades in the With future export opportunities increasing from hubs on average, compared to 0.8 the UK is already falling behind, so every day ground by the end of the next Parliament. in emerging, high-growth economies, the from point-to-point. But this research shows that while all airports CBI urged the Airports Commission to With the UK’s hub capacity at Heathrow have a role to play in growing the UK’s deliver recommendations to solve the UK’s already full, the UK is falling behind on direct connectivity, not all airports play the same shortage of runway capacity and spark flights to emerging markets. The report role.” In conclusion, Hall underlined: “While new connections with the export markets states that by drawing heavily on transfer no-one can predict the future of air travel, the of tomorrow. Building on 2013 findings passengers, the UK’s EU competitors track record shows that it tends to be hub that demonstrate that eight new routes to with their own unconstrained capacity are airports that deliver the new connections emerging markets alone would generate creating connections to new destinations to emerging markets that we desperately as much as £1 billion a year in trade, the within the BRIC nations such as Xiamen in need. With Heathrow full and the UK slipping report highlights that by drawing on both China and Recife in Brazil, as well as links behind in the race for new connectivity, it transfer passengers and local populations, to the major markets of the future, like Peru, is essential that the Airports Commission hub airports are best placed to act as a Indonesia, Taipei and Chile. delivers a solution that addresses the ticking catalyst for these new routes. Research by Katja Hall, CBI deputy director-general, time bomb of our lack of spare hub capacity.”

28 TRAVEL MATTERS

US travel gures released Egyptian tourism ‘underdeveloped’

The US Depart of Commerce recently A new report from the Organisation for tourists visited Egypt during the first half of released data relating to travel into the US Economic Co-operation and Development this year, a 25.4-per-cent decrease compared by international visitors, and outbound trips (OECD) has suggested that, despite a general with 2013, according to the country’s Central by US citizens. According to the figures, six improvement over the years, Egypt’s tourism Agency for Public Mobilization and Statistics. million international visitors travelled to the industry is still ‘underdeveloped’. According The OECD did go on to say, however, that US in June this year, an increase of nine to the OECD, a ‘shortage of an adequately Egypt’s government has been making per cent compared with June 2013; June qualified workforce, an underdeveloped visible efforts to improve its tourism industry, marked the sixth consecutive month of transport network and infrastructure, including the introduction of training increased US visits in 2014, and figures for and impediments in the structural and programmes for workers in the sector, and the six-month period as a whole (34.6 million institutional framework’ were barriers to further addressing environmental issues via the visitors in total) also equalled a nine-per-cent development of the troubled country’s tourism enhancement of eco-lodge facilities and increase compared with the same period the sector, as well as environmental breaches raising awareness of the problem of pollution, previous year. Canada and Mexico were the and the expensive nature of supporting small and the necessity of high standards of top inbound markets, with non-resident visits and medium enterprises. A total of 4.4 million cleanliness and environmental regulation. from Canada increasing by three per cent compared with 2013, and visits from Mexico increasing by an impressive 35 per cent. The UK, Japan and the People’s Republic of China were the three other most popular source markets, although the UK registered a three-per-cent decrease compared with 2013, while Japan registered a one-per- cent increase in visitor numbers and China registered a 22-per-cent rise. Florida-based Tourico Holidays analysed the booking behaviour of customers travelling to the US from Europe, and found that as the price of overnight stays continue to decline, it

22% - the rise in Chinese travellers this year

is driving a surge in the popularity of the US as a destination. New York was the second most visited city for Europeans in 2014, with eight per cent of bookings, second only to Paris – which it is threatening to overtake. Las Vegas also entered the top-ﬁve list this year, with four per cent of all bookings, and Orlando moved from 15th to 12th place. “North America’s increased popularity is likely due to the fact that the US has become an increasingly aﬀordable travel destination,” commented Neil Emerson, Tourico Holidays’ senior vice-president of product development. “In 2013, visitors could expect to pay about

“Canada and Mexico were the top inbound markets, with non-resident visits from Canada increasing by three per cent compared with 2013”

$230 … for an overnight stay in New York City. Currently, these rates have dropped to less than $220. Prices in Las Vegas and Orlando have also declined from $123 to $117 … and $98 to $81 a night, respectively.” The leading European source markets, according to Tourico’s analysis – which involved comparing data from the ﬁrst two quarters of 2013 with the equivalent period in 2014 – are Spain, the UK, Italy, Germany and Romania. Focusing back on the US Department of Commerce’s ﬁgures, they show that in May this year, travel to overseas markets by US citizens was up by nine per cent compared with May 2013, with numbers totalling 2.91 million. Travel to Europe was up by eight per cent, travel to the Caribbean was up by 16 per cent, travel to Central America was up by 11 per cent, and travel to the Middle East was up by 12 per cent.

29 TRAVEL MATTERS

Positive ndings from UNWTO

International tourist arrivals grew Caribbean grew by five per cent. South its travel and tourism sector, which is a by 4.6 per cent in the first half America’s six-per-cent rise was credited central activity in many countries. We of 2014, according to the latest to the hosting of the FIFA World Cup in would like to stress that the World Health UNWTO World Tourism Barometer Brazil, which also contributed to the positive Organization does not recommend any results in the subregion – receipts from ban on international travel. Putting a halt Destinations worldwide received some international tourism in Brazil grew by 10 on flights or imposing unnecessary travel 517 million international tourists between per cent in the first seven months of the restrictions will not help contain the virus. January and June 2014, 22 million more year, with a 60-per-cent increase in June On the contrary, these measures will than the same period in 2013. Growth and July. surely dampen the economy of the region, was strongest in the Americas followed by Asia and the Pacific, which saw a five-per- especially its travel and tourism sector, and Asia and the Pacific, and then Europe. By cent increase, consolidated the trend of jeopardise millions of livelihoods.” subregion, South Asia and Northern Europe recent years, with South Asia and Northeast International tourist arrivals in the Middle East were the best performers, together with Asia in the lead and major destinations are estimated to be down by four per cent, Northeast Asia and Southern Mediterranean such as Japan, South Korea and Malaysia though the UNWTO warned that this figure Europe. “These results show that tourism posting double-digit growth rates. The should be taken with caution as it is based on is consolidating the positive performance region has been benefiting from ongoing limited available data for the region. of recent years, providing development economic growth, continuous investment in and economic opportunities worldwide,” infrastructure and visa facilitation measures. Source markets: advanced said UNWTO secretary-general Taleb Rifai. Europe, the most visited region in the world, economies consolidate rebound “Indeed, despite geopolitical and economic continued the strong pace of growth of In terms of source markets, data for the challenges, the number of international 2013, with five-per-cent growth, driven so far first half of 2014 shows a consolidation of tourist arrivals has grown by five per cent this year by Northern Europe and Southern the rebound in spending on travel abroad a year on average since 2010, a trend that Mediterranean Europe. “These results,” registered in some advanced economies has translated into more economic growth, noted the UNWTO report, “reflect improved in 2013. Expenditure out of the Italian and more exports and more jobs.” So far, results consumer confidence in Europe and the Australian markets was up eight per cent are in line with the UNWTO forecast issued rebound of important traditional European and seven per cent, respectively, while the at the beginning of 2014. For the full year source markets.” US market was up by five per cent. Data for 2014, international tourist arrivals are Africa’s international tourist numbers France and Canada indicates a three-per- expected to increase by four per cent to 4.5 grew by three per cent as the recovery cent increase. per cent worldwide, above UNWTO’s long- consolidated in North Africa (an increase Demand generated by emerging markets term forecast of 3.8 per cent per year for the of four per cent). Yet the current Ebola also continues to be strong, though a “These results show that tourism is period 2010 to 2020. outbreak might affect tourism to the deceleration has been noted in comparison consolidating the positive performance of region due to ‘misperceptions’ about to 2013 levels. Chinese outbound The Americas lead growth the transmission of the virus. “The main expenditure was up 16 per cent in the recent years, providing development and Growth picked up by six per cent in the focus at the moment is on taking and first half of the year as compared to 26 economic opportunities worldwide” Americas, and while all four subregions supporting action to contain the virus,” per cent across the whole of 2013, while benefited, North America – boosted said Taleb Rifai. “But we must also ensure expenditure out of the Russian Federation by Mexico, Central and South America that misperceptions do not unnecessarily was up by four per cent as compared to 25 – increased by six per cent, and the harm the African economy, in particular per cent last year.

Skier numbers Italian authorities increase hotel tax go downhill In a move unlikely to be popular with tourists, safe and welcome in his city. Their authorities in Italy have doubled the hotel pockets are clearly not safe from his UK-based tour operator Crystal Ski has tax payable in Rome, adding up to €112 to administration.” One tour operator reported a drop in the number of bookings the cost of a one-week holiday for a family of based in the UK said the move by it received in the last year’s winter sports four. The tax, which is collected from tourists Italian authorities has already had season, citing a drop of 3.6 per cent to upon their departure from a hotel, was an effect on her business: “We 867,700 skiers, meaning that the UK introduced in 2011 to help pay for repairs have already begun selling our market shrank by 30 per cent in 2013 and city maintenance. With barely a month’s 2015 journeys with pricing compared to 2008. Simon Cross, president notice from authorities, though, tour operators calculated on rates that did of TUI Ski, which owns Crystal Ski, said have had to absorb the additional cost on not include the proposed tax the fall was due in part at least to the way holiday packages that have already been sold increase. Our business model in which the calendar was organised last and paid for, or alternatively ask clients for does not permit us to go back year, with the Easter bank holiday weekend additional funds. to our clients with increased falling later in April than normal. “It was Tom Jenkins, CEO of the European Tour pricing or surcharges. We must just simply not viable for many resorts to Operators Association, commented on the now reconsider any planned operate that late,” he commented, adding: increase: “The finances of Rome must be in marketing activities intended “[The decrease] was not unexpected and a desperate condition for them to resort to to promote Italy and Rome, certainly not, in our minds, indicative of a such a move. Five weeks’ notice is an abject and instead consider investing weakening in the market.” admission of failure in financial planning. those funds in promoting other Crystal Ski’s market report also looked at Recently, Ignazio Marino, Rome’s mayor, destinations that will provide a which countries were the most popular rightly insisted that tourists were largely better return on our investment.” skiing destinations in 2013-14, finding that France maintained its position as the top winter sports destination for British skiers, with a 33-per-cent share of the market. Tourist refund tax should encourage visitors Austria was also shown to be popular with British winter sports enthusiasts, holding It is hoped that then be able to claim back taxes spent in the process.” The scheme is only applicable to its market share steady at around 28 per a new Tourist country. Professor Dr Mohamad Abdullah tourists who have entered the country via air cent. Italy took 15.7 per cent of the market Refund Scheme Hemdi, dean of the hotel management and travel, and have spent a minimum amount at and Switzerland saw a modest rise to (TRS), due to be tourism faculty at the Universiti Teknologi approved outlets. 6.5 per cent, thanks to the introduction introduced in MARA, commented: “TRS is only applicable Abdullah went on to say that the tax rebate of a Eurostar train service to the country. April next year, for the goods taken out of Malaysia by the would help make Malaysia a shopping North America, though, lost 0.2 per cent will encourage tourist and does not apply on services or destination, drawing more tourists in. He market share and fell to 3.8 per cent. Cross visitors to Malaysia products paid for and utilised in Malaysia, added: “[The system] will help reduce costs said that he was hopeful that the Winter to spend more including food and hotel bills. Tourists should in conducting business in Malaysia and at the Olympics in Sochi would inspire a bumper money while they ensure the tax invoice is handed over with same time will enhance the competitiveness year for winter sports this coming season. are there, as they will the purchase receipt to support the refund of the country’s tourism sector.”

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FEATURE

Get happy meeting travellers’ needs

What more can travel insurers feasibly do to make customers happy? Ian Hughes considers how travel insurers could better meet the needs of globetrotters while at the same time increasing loyalty and lowering overall claims costs

In 10 years of working with the insurance our insurer? To replace it all? To cover the Industry paralysis ending downward motion. In the UK, price is industry, I have been stunned at how hard cost? Actually, no. Our preference would Insurers seem to have got themselves into the primary driver at the point of renewal. some companies work to really irritate be to see if someone can help us find it. a downward spiral from which they cannot It’s time for the accountants to put the quills good service their customers and create costs. Without How much cheaper would that be than recover: they are forced into a never-ending away and for you to start looking at customer a shadow of a doubt, if the industry were replacing it? And yet, that’s the one thing battle to provide cover at the lowest possible outcomes. It’s called ‘Lean’. “The plain fact focussed on to focus on making customers happy (not no one has asked us or even offered, just price. This focus on price means that they is that the public which buys from you does delighted, just happy), then costs would go helping us be reunited with that little bag. strip out various elements of the cover or not come from nowhere. The owner, the customer down, loyalty would go up, and staff would Doing that wouldn’t just make me happy, it streamline their process in order to create a employees, and the buying public are all one be happier. In turn, that would also mean would delight me. And it might just reduce lower cost of manufacture. The net result of and the same, and unless the industry can happiness lower costs for recruitment and training. the claims cost. this is that when a consumer does come to manage itself to keep wages high and prices A case in point: somewhere floating around What do consumers want? They want peace make a claim, they are faced with a machine low, it destroys itself, for otherwise it limits the reduces the space/time continuum there is a bag of of mind. They aren’t looking for the most not designed to delight, but to minimise number of its customers. Since the public my wife’s jewellery. We had it when we left expensive solution to a problem; they want to claims cost and weed out fraud. This is the business, the primary obligation of our hotel in Istanbul and by the time we got know that someone is looking out for them focus on money creates a loop that means business is to the public. Those who work for costs into our car at Heathrow it had gone from and doing all they can to put things right in consumers then become fixated on price. and with the business are part of the public. her handbag. So what do we want from the event that something goes wrong. And so the circle starts again, in a never- And this settles on fundamental corporate >>

34 >> FEATURE

Insurance is a complicated business. At its core, then, what consumers want is peace of mind. They want to know that consumers, insurers and regulators all want simplicity and a whatever happens, you will be there. Your reduction in small print job is to soothe furrowed brows; quickly and quietly deal with all issues, be a voice of calm and control when everything else is going crazy. When the stress is on, they want might seem overly simple, but you would be ‘choice paradox’ I now face doesn’t make you to help take it away. That is what they stunned how many people don’t say thank my life easier. Going from choice uncertainty pay you for. This may seem very expensive you. My preference would be that you phone to massive choice does not resolve the on the surface. But time and time again, the customer up and you tell them ‘thank issue of what insurance I should buy. The we have found that in the long run it isn’t. you’. You might not have the margins to do ultimate option, the Lean option, is to satisfy Actually, good service focussed on customer that, but what is the cost of them phoning a customer. Offering too much choice isn’t happiness reduces costs. up and saying goodbye? The human touch creating satisfaction. Nor is it creating a fair In the car insurance market, we recently is really important, and can offer a tangible customer outcome, which is the primary came across an insurer that stopped competitive advantage. thrust of regulators. Consumers are clear, automatically giving temporary replacement Then look at the things that are your most they want the decision to be easy. cars to some of its customers. This wasn’t expensive and frequent claims. Not only The final piece of the jigsaw for consumers a cost saving measure. No, it was a service are these the things that you will want to is around the complexity of the actual measure. They discovered that people are avoid, I guarantee these are the things policy. When speaking at a conference nervous about having someone else’s car your customers will want to avoid. No real recently, I talked about how consumers parked outside their house. They worry about consumer wants to make a claim. Producing don’t understand insurance contracts and scratching it or doing something to it. This some form of guide to happy, healthy certainly they don’t read them. One old was of particular concern to older people travelling is always going to be welcome. insurance industry hand piped up that he who drove infrequently. So the company just Even a ‘Top 10 reasons why some claims are would love to go back to the days where organised for the people to have taxis for the denied’ document might be a useful guide insurance documents were one page, but few trips they took. Customer satisfaction for travellers. Information always has a value the regulators won’t let you. I don’t believe went up and costs went down! Oh, and to consumers, and is much cheaper and that’s true. I believe that consumers, insurers renewal and retention rates are amazing. easier to produce than the value it creates. and regulators all want simplicity and a Look at what you are doing. Are you showing Creating a travel information portal that reduction in small print. In my opinion, it is that your primary obligation is to the public, has all the information a consumer would the fear of not being compliant, or fraud, or are you on a downward spiral aimed at need for a particular country they might be that actually drives the need for longer and feeding a machine that can never be satisfied? visiting is also useful. For instance, travellers longer contracts. I believe that if we wanted Customer analysis to France should know of the need to take simplicity, we could create it. In order to try and help you answer this a breathalyser and other items if they are question, we recently carried out some driving. Even offering this kit at a discounted How hard can it be? work where we asked customers of travel price creates loyalty. In a nutshell, consumers want to feel insurance companies what new innovations Remember, the trick here is not to just be rewarded for loyalty and not making a they would like to see from the companies known for the bad times, but to help with the claim, have it easy to make a choice, and for providing the product and service. These good times as well. Not eating salad when things to be less complicated. Surely loyalty, questions are always interesting because travelling through the Indian sub-continent is ease and simplicity are also the things that consumers are pretty astute. Sometimes a typical piece of travel advice that I was given insurers want too. So, what is stopping you? they will come up with some really interesting and didn’t take. How bad can salad be? Bad. It is costing you a huge amount of money to suggestions, sometimes they suggest things At the point of renewal, discounts for the create customers who often begrudgingly that you have already done; personally, I like second year or even cashback for people buy your product, who feel they are going to policy – to whom shall the benefits of the latter case – it means that the issue is who didn’t claim are expensive but welcome get less than they bargained for if they ever improvements accrue?” These are the wise not in the design of the product, but in the ways of making people feel special. need to make a claim, and are disloyal. It’s not word of none other than Henry Ford, father way the product is being marketed and sold. Introducing some form of loyalty bonus or what you want, and it’s not what they want. of the Ford Automotive Company and Lean. Having asked over 1,000 people what they no-claims discount means you don’t have to All this creates a very real opportunity Since the primary obligation of a business is wanted and letting them ramble on with their acquire a new customer, and it makes your for a new breed of insurer or insurance to the public, not to the shareholders or the suggestions, we then categorised them into existing customers happy. A win-win. Do you relationship. A simple, easy, clear and long- management, if it lines itself up around this, three key areas. do it? If not, why not? term relationship born in mutual trust and it creates value. Prices should be kept low, The primary issue that consumers have is The second area that consumers are keen to lasting happiness. he says, but this is not at the expense of a not with the price of a policy, but with the see develop is making it easier and simpler to Happiness is the basic human condition, value-added product that engages the end fact that they don’t seem to get any form of get cover for pre-existing medical conditions. it’s what we strive for. It’s also the basis of a user. However, time and time again, I see discount for not claiming. In other forms of At this year’s ITIC UK (International Travel profitable business. Stop; be a human; listen insurers battle with their customers rather insurance, they get a no-claims discount, but & Health Insurance Conference) in Bristol, to your customers; make them happy; make than serve them. not in travel insurance. It’s possible that this is this came up as a topic of conversation yourself happy; and then watch how you because the cost of a travel insurance policy in a conference session. The point was make more profit. n Meeting demand is so low that there isn’t a room to wiggle; but, really drilled home about the large choice Let’s look in more detail at what consumers if you already have someone as a customer, of policies available, even for non-standard want. Firstly, they don’t really want insurance. shouldn’t you consider offering him or her risks. Mainstream insurers pointed to the fact Ian Hughes Insurance is a gamble against something some form of loyalty discount or incentive? that, in the UK, there is a portal on the British is founder bad happening. To really understand the This is often a bone of contention with Insurance Brokers’ Association website and chief value of taking out insurance, a consumer insurers, and I never understand why. A that allows you to specifically search for executive of pretty much has to imagine all the things company will capture a customer in the first insurance brokers who can assist in finding Consumer that will go wrong, and assess the possibility year of insurance with some superb deal sold a policy to cover your particular pre-existing Intelligence, of that happening to them, and offset that through a very expensive channel, and then condition. In researching this article, I also a UK-based against the possibility of it happening. Once do nothing to show loyalty to that customer visited a couple of well-known comparison research and they have done this, they can ask ‘Should in the second year. As a result, a customer websites for quotes for travel insurance for a benchmarking I self-insure or pool my risk?' That’s all goes off and buys another first-year offer from type two diabetic. The process actually isn’t specialist. very complicated, and it is much easier to another insurer. And the original insurer has that complicated, but it isn’t made easier Having worked in marketing and work out what factor of sun cream I need. to fight to acquire a customer to replace the by the fact that there are a large number communications for 25 years, Ian’s one that left. of unnecessary questions along the way – knowledge and insight has seen him I understand that acquisition and retention including being asked my age twice; firstly speak regularly at events around the "The primary issue that consumers have is not are different, but I want to be crystal clear: for my date of birth and then to check if I was world. He is an Institute of Direct switching travel insurer is not a natural over 16. Is that a trick question? What was Marketing fellow, a Best of British with the price of a policy, but with the fact that human behaviour. It is a behaviour forced on even odder is that the prices returned were Awards judge and an I Love Claims customers by insurers who are focussing on anything from £25.14 to £128.13. And there board member. He has previously been they don’t seem to get any form of discount for numbers and not customers. Consumers were over 20 of them. on the Direct Marketing Association want to stay, they want to be loyal; you just The problem I have here is that I went from Board and a columnist for the Journal of not claiming" aren’t helping them do that. So, how do not knowing whether I could get travel Interactive Communications and Direct you reward loyalty? Well, first of all and insurance for a diabetic, to having 20 different Marketing International. most simple, you can say ‘thank you’. This options. Does that make my life easier? The

FEATURE

Seeing eye to eye

The relationship between travel insurers and Travel insurer, policyholder, ombudsman: of policy wording in favour of looking at cent – up from 42 per cent in 2011) of the to paraphrase a late member of British other particular factors of a case. In the cases we resolved, the FOS agreed that the ombudsmen has not always been an easy Royalty, three people in a relationship is not UK, the debate about the way in which the consumer had been treated unfairly and one. Stewart Farr investigates the changing a situation that's likely to produce harmony. ombudsman service works has loomed large told the business to put things right,” said In fact, denied insurance claims, policyholder amongst the indigenous travel insurance spokesperson Rory Stoves. “In the previous nature of this relationship and reveals how new complaints, and subsequent overruling by the population, but progress is now being made financial year (20112/13), we received steps towards more frequent and constructive ombudsman can have the bewildering and in forging a better understanding between the 2,247 new travel insurance cases.” Some vexatious nature of a three-sided coin. For two entities. How they’ve reached this point, of the main areas of complaint include: interaction between these two entities are some years now, the relationship between and the struggles they have fought along the problems arising when holidays are cancelled proving successful the UK ombudsman and British travel way, make for interesting examination. or curtailed; lost or delayed luggage and insurers, for example, has been somewhat The Financial Ombudsman Service (FOS), in damaged goods; consumers failing to tempestuous; the former has, on more the UK was set up by the government to sort disclose a pre-existing medical condition (in occasions than expected, ruled against the out individual complaints. It may consider, some cases medical conditions of relatives latter in disputed claims cases, leaving the but is not constrained by, policy terms, law that lead to trip cancellation); personal travel insurance industry sighing in disbelief of contract, regulations or industry codes of possessions claims; accidents where alcohol at the differing interpretation of a case and/ practice. The FOS does not set 'standards' has been a factor in injuries; and problems or policy wording. Will it ever be thus or can and its decisions are not to be considered as where ‘the insurer has relied on a particularly we expect greater degrees of harmony and precedents that create 'rules' to be followed in restrictive or onerous term in the contract to mutual understanding in the future; and future. Its service is free of charge. reject a claim’. are relations more harmonious between Across the insurance industry as a whole, Each year, the FOS says it sees the same ombudsmen and travel insurers in other parts some 32 per cent of initial decisions by FOS issues crop up time and again within travel of the world? adjudicators are appealed by businesses insurance complaints, and told ITIJ: “We and are then reviewed by an ombudsman are finding that businesses aren't settling Through ombudsman eyes for a final decision. In contrast, the figure complaints in line with our well-established The modus operandi of the ombudsman specifically for travel insurance cases has approach.” An example is the alcohol/ is essentially that each case is judged been around 56 per cent in recent years. accident scenario. Most travel policies according to the case's own circumstances, In fact, since January this year, the FOS exclude cover for events that happen after although insurers have been unhappy at has received around 45 complaints every excessive alcohol consumption. But what is ombudsmen’s differing interpretations of week from people unhappy with their travel ‘excessive’? In some cases, terms describing their policy wording or, indeed, a bypassing insurer. “Last year, in over half (53 per consumption are not clearly defined or have

38 FEATURE

to UStiA research, travel insurance has a high until the claimant first goes through a final satisfaction rate. A 2012/13 UStiA survey appeal process with their insurance company. covering interrupted travel plans showed A very detailed reasoning for the claim another option for redress is the US media, that 22 per cent of those people affected denial is sought by the ombudsman from had travel insurance and 85 per cent of the the insurer, but the mechanism for achieving a sort of surrogate ombudsman insured were satisfied with their purchase. this varies and in some cases is largely If they were not, then another option for controlled by the insurance company. Some redress is the US media, a sort of surrogate insurers refer to an independent assessor; ombudsman. This, according to an informed others designate company employees to of the Travel Health Insurance Association source, accounts for the growing number the task. Then there are insurers who refer (THIA) of Canada, observes: 'We do not of consumer advocates at every TV and appeal committee denials to independent seem to have the same degree of contentious daily newspaper in the country. Results are professionals. If the customer is still not or tempestuous engagement with our achieved, which may not be thoughtful or fair, convinced of the decision's fairness, then he regulators' as exists in the UK. but certainly bring kudos for the media. can take his appeal to the OHLI. The whole In Canada, the Ombudsman for Life and process can be protracted and convoluted; Building a better relationship Health Insurance (OLHI) has jurisdiction over lawyers can be involved, which, of course, So what does the UK travel insurance travel insurance, but will not take up a review costs money; yet, as Alex Bittner, president industry need to improve to minimise >>

been found by the ombudsman to have been unfairly applied to reject a claim – terms like 'alcohol abuse' or 'alcoholism' are too frequently bandied around, it says, despite medical evidence to the contrary: “We generally put more weight on evidence from blood tests and less on one-oﬀ remarks by a doctor at the time of any accident.”

A different approach As a comparison, how does such a 'three people relationship' play out in North America? The US Travel Insurance Association (UStiA) describes the ombudsman situation there as being quite different. Spokesperson Linda Kundell reports that if someone disputes a claim, the first recourse is to file an appeal with the insurance company itself. If the customer still feels that the appeal determination is unsatisfactory, they can then file a claim with the Insurance Commission in their state (each state has its own commission). The rate of such travel insurance complaints to commissions is very low – 49 were reported to September this year, compared to 27,057 complaints relating to Accident and Health Insurance (41 per cent of all complaints), the National Association of Insurance Commissioners. As these figures might show, and according

39 FEATURE

complaints, claims disputes and adverse FOS with the ombudsman, then; and how do achieved,” he told ITIJ. must follow to develop fairer outcomes for rulings? There doesn't appear to be a magic they take the ombudsman’s advice? A However, he argues that many in the market customers, both in terms of claims decision- bullet. The ombudsman is required to reach spokesperson for Direct Line Group observes: believe that the FOS would benefit from making and product evolution, as well as decisions that are fair and reasonable and “We do not have any problem areas in our having its own medical specialist to view ensuring service delivery at the moments of states that it is neither a consumer champion relationship with the FOS; we have built cases objectively from a medical viewpoint: truth. Insurers need to ensure sales practices nor on the side of the insurance industry. a strong relationship with them and value “It is important to remember that the purpose and claims processes are clear, fair and “There isn't just one thing travel insurers can their thoughts and insights on the cases of travel cover is not to provide private accurate and we must continue to educate do to improve,” says Stoves. “It comes down that go to them.” Direct Line welcomes the medical insurance for a lengthy period of customers directly. Policyholders need to take outreach from the FOS in (a minimum of) time; instead, it is there to ensure emergency responsibility for their actions and safeguard quarterly meetings between the company’s treatment can be given and to enable the their personal interest.” regulatory team and the FOS, as well as customer to return home quickly, by the most Direct Line agrees that policyholders should via ‘Meet The Ombudsman' roadshows, suitable and cost effective means.” endeavour to understand the product conferences with the FOS specifically for James Daley, managing director of UK- before purchasing it, to understand their the FCA put the obligation firmly on insurers the travel insurance sector, and the FOS’s based financial services comparison site ongoing obligations (especially in declaring willingness to appear at industry events. “Like information Fairer Finance, believes there medical conditions) and to gather supporting to gather all the relevant information they us, the FOS is trying to fulfil its obligations to are issues between the ombudsman and evidence when making a claim. “In turn, the FCA (Financial Conduct Authority), being insurers mainly because insurance products travel insurers should challenge themselves need from a customer in order to sell them a mindful of these obligations and ensuring are ‘invariably complicated’. That said, he as to whether their stance is fair and consumers receive fair outcomes,” maintains also believes the customer has a duty of reasonable – is the concern more about the policy suitable for their needs Direct Line. Amongst other things, the FCA care to themself, so people need to take financial impact than the fairness of what put the obligation firmly on insurers to gather responsibility for understanding what they the customer did?” She feels that if there all the relevant information they need from a are buying. ‘Key facts’ documents help in this are tensions in the relationship between customer in order to sell them a policy suitable regard, but a problem area is the generally travel insurers and the ombudsman, then for their needs – rather than leaving the onus rushed nature of policy sales and the online it is a healthy position to be in, as to expect on the customer to declare such information. purchases encouraged by comparison the FOS to agree with an insurer in every to providing better customer service, treating David Vincent, head of travel for AXA in the websites. There's too much 'clicking here' case would suggest it was not properly each customer's complaint individually, UK, concurs to a degree, believing that the without taking the trouble to read the small discharging its obligation to be impartial. and helping people understand when you FOS certainly seems to be more engaged print to find out exactly what is covered and Ultimately, relationship harmony is a do have to let them down. Ultimately, each with the industry and has proved this through what restrictions apply. At the end of the day, balancing act and there are a large number complaint is one person telling an insurer its presence at specific travel conferences, the ombudsman has been known to make of factors at play, maintains AXA's Vincent. that they are unhappy with the service they as well as at wider ABI meetings. “AXA views decisions on the premise 'what most people Travel insurers, he says, must continue in their have received. Using complaints as feedback this as a big step forward and believes its expect a policy to cover’, and this doesn’t efforts not to allow differences of opinion, to where you may not be getting it right something that most travel insurers have always come down in favour of insurers. unreliable evidence, unreasonable demands provides a great platform for how and where welcomed. Further and more detailed It's not a question of fault in the relationship, or embellishment of the truth to cloud the changes need to be made in the service dialogue, including insurer-specific case though, says David Vincent, whose words attempts at settling each policyholder's claim being offered to customers.” reviews, will allow for a deeper level of echo those of Daley: “There is a mutual in a fair and consistent manner, whether that How do insurers feel about their relationship mutually-beneficial understanding to be process that we as insurers and the FOS claim is upheld or denied. n

40 41 PROFILE Industry innovation in focus

ITIJ spoke to Mark Kopec, head of travel insurance in the Asia Pacific for Zurich Insurance Company, about his career progression, developing new products that meet the needs of travellers in the region, and the challenge of retaining talented staff in the travel insurance sector

Where were you born, where did you grow than one per cent of market share in China, up, and where do you live now? so I think it’s fair to say that there is a long way the biggest challenge will be to attract and retain skilled I was born and raised in Melbourne, Australia. to go before international travel insurers truly I now live in Hong Kong. penetrate the market. and experienced employees How did you fi rst become involved in the Persuading a new generation of travellers travel insurance industry, and how did you that they need insurance for their trips progress to your current role? is certainly diffi cult, but is this especially diverse and talented workforce. Zurich is travel risk. A simple example of this would be I was working as an engineer and not challenging because there is a lack of ready for the continued challenge of attracting, feeding fl ight-on-time performance data into enjoying the industry when a good friend understanding about the way in which developing and retaining talented individuals Zurich’s model to better price cancellation risk. suggested I make the move into travel insurance works in the Asia Pacifi c and becoming the best insurer, as measured insurance. My fi rst response was, “No, I region? How important is social media – among others – by our employees. If you could do any other job in the world, don’t want to be an insurance salesman,” when connecting to this demographic? what would it be? to which she replied that it wasn’t so much I don’t think the challenge is isolated to this In response to the Kai Tak Cruise Terminal I’d grow organic herbs on the Mornington insurance, more helping people when they generation or to this region. Travel insurers opening in Hong Kong last year, Zurich Peninsula in Australia, with a couple of are in trouble. The concept of ‘helping will continue to face the challenge of the introduced a new cruise insurance policy hundred vines to make some wine. people out of trouble’ has stayed with me to ‘bullet proof’ younger traveller. Ultimately, it to the marketplace. Do you think that the this day. is up to the insurer to design products that insurance industry as a whole needs to be What do you enjoy doing in your spare time? I joined Mondial Assistance, which specialised cover the needs of younger customers. I’d say more reactive to travel trends to ensure I spend around 30 per cent of my time in assistance and travel insurance, as a the industry is doing a good job of ensuring that the policies being sold meet the travelling, so it’s great to spend time with my business development manager at a time the product is available at every travel needs and expectations of policyholders? three kids and beautiful wife. when the industry was rapidly changing distribution point as well. Zurich continues to push innovation in the towards ‘alternative distribution’. We Social media is certainly growing in various marketplaces, especially in response Do you have a favourite holiday were very successful in riding the wave importance, but is not only for a younger to customer needs. It is absolutely where we destination? Where do you plan on of commoditisation of travel insurance in demographic. We’re seeing social media need to be moving as an industry, in both visiting next? Australia, launching distribution through interaction across the broader spectrum of product design and distribution. An example I love an island in the Gulf of Thailand called airlines, online travel agents, banks and health Zurich customers. from Australia is our Z.streamXpress launch Koh Chang. It’s a National Park with small insurers. I was then hired by AIG to run their of a Corporate Travel solution, which was villages around the coastline. The beaches Australasian travel business. I then established What do you see as the travel insurance done after in-depth engagement with the are great, quiet, and you get to eat Thai food and worked on AIG’s push into alternate industry’s biggest challenges in the Asia broking community in Australia. The result all day and night. My family and I are looking distribution and steadily helped to build Pacifi c region? has been a distribution platform and product at heading to Vietnam next, focusing on Hoi their business over the next six years. Zurich In my opinion, the biggest challenge will be that the brokers like and want to sell. An, Hanoi, Sapa and Halong Bay. Insurance Company then approached me in to attract and retain skilled and experienced 2012 to help ramp up their travel insurance employees. The industry is fi ercely There has been much discussion about business in Asia Pacifi c, as their head of travel competitive, with new entrants constantly the importance of Big Data for insurers. insurance for the Asia Pacifi c region. off ering new products and solutions into the As a global entity, Zurich must have huge market. Each new entrant looks to draw on amounts of data to analyse – what use is China has enjoyed signifi cant growth the existing talent in region, poaching people the company making of its assets? in terms of outbound travel in recent from competitors. Zurich has a very strong Zurich has experienced and professional years. How well do you think that the nurturing and retention culture to ensure our actuaries that are already analysing the data international travel insurance industry has employees see the value in staying with the we collect each year to ensure we follow our tapped into this market? company; teamwork is part of our code of disciplined underwriting approach. The next It’s been widely reported that non-Chinese conduct – the Zurich Basics – and it is core step is to overlay Zurich’s data with external property-casualty insurers hold in total less to what we do. A part of that is valuing our data sources to better anticipate and price

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AMREF Flying Doctors ) Air – Transport Europe, Ltd. Dr Bettina Vadera – Medical Director Milan Hoholik – CEO AIR – TRANSPORT EUROPE, Ltd., Poprad-Tatry Airport, 058 98 Wilson Airport, LangataRoad, PO Box 18617, Nairobi, KENYA POPRAD, SLOVAKIA

tel: +254 20 6000 090 email: [email protected] EUROPE 24Hr tel: +421 918 494 053 email: [email protected] (AFRICA) fax: +254 20 344 170 website: www.flydoc.org ( +421 52 7761 911 website: www.ate.sk

ER24 AIRLEC Air Espace

24/7 Flight Desk AIR AMBULANCE Paul Tiba – Managing Director AIR AMBULANCE Cambridge Manor Office Park, Manor 1, Stone Haven Road, C/o Zone Aviation Générale, 33700 Mérignac Cidex 05 FRANCE Witkoppen & Stone Haven Roads, Sandton, Paulshof, SOUTH AFRICA tel: +27 (0) 10 205 3100 email: [email protected] 24Hr tel: +335 56 34 02 14 email: [email protected] fax: +27 (0) 866 781 507 website: www.er24.co.za fax: +335 56 55 98 18 website: www.airlecairespace.com

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) AIRGURUS Ltd. Co. Capital Air Charter Capt. Harry Lero – President & CEO Lisa Humphries – Sales Director Delta Air Hangar, General Aviation Area, Manila Domestic Airport, Hangar 68, Exeter International Airport, EX5 2BA, UK Pasay City, 1300, PHILIPPINES 24/7 tel: +632 781 0727 email: [email protected] tel: +44 845 055 2828 email: [email protected] +632 781 0787 website: www.airgurus.com fax: +44 1392 350 039 website: www.capitalaircharter.co.uk

AUSTRALASIA AeroMed Asia Inc. European Air Ambulance ( Cindy Wong / Lorraine Paul – International Account Management Patrick Schomaker – Director Sales & Marketing SINGAPORE TAIWAN THAILAND 175A, rue de Cessange, L-1321, LUXEMBOURG

tel: +603 7965 3883 email: [email protected] 24hr tel: +49 711 7007 7007 email: [email protected] fax: +603 7629 8810 website: www.aeromed-asia.com fax: +49 711 7007 7009 website: www.air-ambulance.com

CareFlight Group FAI – rent-a-jet AG Peter Elliott – Executive Manager, Tasking & Logistics Volker Lemke – Director Sales & Marketing PO Box 5078, Robina Town Centre, Qld, AUSTRALIA Flughafenstrasse 100, D-90268 Nuremberg, GERMANY

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CareFlight International GlobalMed International Paul Smith – National Manager Gert Muurling – CEO & Medical Director Locked bag 2002 Wentworthville NSW 2145, AUSTRALIA Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

tel: (+61) 2 9893 7683 email: [email protected] tel: +49 6742 897 425 email: [email protected] fax: +61 2 9689 2744 website: www.careflight.org fax: +49 3212 100 5018 website: www.globalmed-international.com

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Medic’Air International 每递安国际 Malteser Service Center Dr Huaqun Gao – Medical Director Johannes Hoischen – International Network and Repatriation 885 Renmin Road, Huaihai China Building, Room 808, 200010 Shanghai, CHINA Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY

tel: +86 2163 558289 email: [email protected] tel: +49 221 98 22 333 email: [email protected] fax: +86 2163 558285 website: www.medic-air.com fax: +49 221 98 22 339 website: www.malteser-service-center.de

To have your company listed in our service directory Medic’Air International Dr Herve Raffin – General Manager contact the sales department now: 35 rue Jules Ferry, 93170 Bagnolet, Paris, FRANCE [email protected] or telephone: +44 (0)117 922 66 00 tel: +33 141 72 1414 email: [email protected] fax: +33 148 57 1010 website: www.medic-air.com ) ADAC Ambulance Service North Flying a/s Christoph Ullrich – Manager International Network Jesper Kragelund – Sales Manager North Flying Terminal, Aalborg Airport, DK-9400, Nørresundby, Hansastr. 19, D - 80686 Munich, GERMANY DENMARK EUROPE

( tel: +49 89 7676 2912 email: [email protected] tel: +45 9632 2900 email: [email protected] fax: +49 89 7676 8912 website: www.adac.de/ambulance fax: +45 9632 2909 website: www.northflying.com

Air Alliance Medflight GmbH Orion Assistance Wolfgang Krombach – General Manager Ersah Aksa – President Ira Apt. No:411/17 Bagdat Cad. Suadiye Mah. Kadikoy. Istanbul, SIEGERLAND AIRPORT, Werfthalle G1, 57299 Burbach, GERMANY TURKEY 24/7 tel: +49 (0) 2736 4428 45 email: [email protected] tel: +90 216 358 3001 email: [email protected] fax: +49 (0) 2736 4428 46 website: www.air-alliance.de fax: +90 216 357 0587 website: www.orionassistance.com

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) Quick Air Jet Charter GmbH REVA Inc Philipp Schneider – Account Manager Stuart Hayman – CEO

Hangar 3, Cologne Airport, 51147 Cologne, GERMANY 1745 NW 51 Place, Hangar 73, Fort Lauderdale, Florida 33309, USA

EUROPE tel: +49 2203 955 700 email: [email protected] tel: +1 954 730 9300 email: [email protected] ( fax: +49 2203 955 7020 website: www.quickair.de fax: +1 954 485 6564 website: www.flyreva.com

Redstar Aviation Skyservice Air Ambulance

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

Swiss Air-Rescue (Rega) AIMS Stefan Becker – Head of Corporate Development Bernadette Breton – Chief Executive Officer Rega-Center, PO Box 1414, CH-8058 Zurich, SWITZERLAND AIMS House, 3 West St, Bryanston 2191, Johannesburg, SOUTH AFRICA

tel: +41 44 654 33 11 email: [email protected] (AFRICA) tel: +27 11 783 0135 email: [email protected] fax: +41 44 654 33 22 website: www.rega.ch fax: +27 11 783 2950 website: www.aims.org.za

Tyrol Air Ambulance AMREF Flying Doctors Eva Kluge – Head of Sales and Marketing Dr Bettina Vadera – Medical Director PO Box 81, A-6026, Innsbruck Airport, AUSTRIA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +43 512 22422840 email: [email protected] tel: +254 20 6000 090 email: [email protected] mobile: +43 676 83422840 website: www.taa.at fax: +254 20 344 170 website: www.flydoc.org ASSISTANCE COMPANIES ASSISTANCE

To have your company listed in our service directory Assistance Médicale Africaine Docteur Hage – Général Manager contact the sales department now: Box 9962, Libreville, Gabon, GABON [email protected] or telephone: +44 (0)117 922 66 00 24/7 tel: +241 07 88 80 80 email: [email protected] fax: +241 44 10 20 website: amafrique.com ) Aeromedevac Air Ambulance CONNEX Assistance Adam Williams – President Dr. Helmy El Tanahy – CEO Gillespie Field Airport, 681 Kenney Street, El Cajon, CA 92020, USA Office 11, Floor 1, 6 El Sad El Aali st, Dokki, Cairo, EGYPT

toll free: +(800) 462 0911 email: [email protected] tel: +202 3 336 0005 email: [email protected] fax: +(619) 284 7918 website: www.aeromedevac.com fax: +202 3 762 0003 website: www.connexassistance.com

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

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

Air Evac International Active Care Management Raul Mendoza – President / CEO Andrew Jelich – Director of Business Development 3404 Bonita Rd, Chula Vista, Ca. 91910, UNITED STATES 3600 Rhodes Dr., Windsor, ON, N8W 5A4, CANADA

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Global Jetcare, Inc. (NORTH AMERICA) GORAL ASSISTANCE CANADA INC. Bart Gray – President David Ohayon – Local Manager 16479 Runway Drive, Brooksville, FL 34604, USA 2335 Stevens St, VSL, Montreal, QC H4M 1H1, CANADA

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tel: +1 352 796 2540 email: [email protected] tel: +905-747-4900 email: [email protected] fax: +1 352 796 2549 website: www.jeticu.com fax: +1-855-674-6684 website: www.oriontravelinsurance.ca

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Life Flight International Inc. World Travel Protection Chris Connor – Vice President Abasse Asgaraly – Director, Global Partnerships 104-1962 Canso Rd. North Saanich, BC CANADA World Travel Protection, 901 King Street West - 3rd Floor, Toronto, V8L 5V5 Victoria International Airport (CYYJ) Ontario M5V 3H5, CANADA tel (int): +1-250-655-1630 email: [email protected] tel: +1 416 205 4645 email: [email protected] tel (NA): +1-800-661-2183 website: www.lifeflight.ca fax: +1 416 205 4776 website: www.wtp.ca

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SunMed International, LLC ADAC Ambulance Service Dra. Kinyi Haber – Medical Director. VP International Operation Christoph Ullrich – Manager International Network 2000 NW 89th Place. Miami FL 33172, UNITED STATES Hansastr. 19, D - 80686 Munich, GERMANY

[email protected] [email protected]

tel: +1 786 888 6792 email: (EUROPE) tel: +49 89 7676 2912 email: fax: +1 786 551 0763 website: www.sunmedint.net 24h Alarm: +49 89 7676 8912 website: www.adac.de/ambulance

ASSIST CARD AP Companies Federico Tarling – Chief Service Officer Natalya Butakova – Business Development Manager ASSIST-CARD Building, 175 South West 7th Street, Suite 2407, 17 Varshavskoye Shosse, Moscow 117105, RUSSIA Miami, FL 33130, USA tel: +1 305 381 9959/69 email: [email protected] tel: +7 495 989 1120 email: [email protected]

ASSISTANCE COMPANIES ASSISTANCE toll free: +1 800 874 2223 website: www.assist-card.com fax: +7 495 989 1130 website: www.ap-companies.ru ASSISTANCE COMPANIES ASSISTANCE (CARIBBEAN/LATIN AMERICA) (CARIBBEAN/LATIN AA International ARC Europe SA Sharon Tan – Group Managing Director Alexander Zerzaihi – Director Operations & Network ASIA Avenue des Olympiades 2, 1140 Brussels, BELGIUM

tel: +603 7965 3883 email: [email protected] tel: +32 2 706 6661 email: [email protected] fax: +603 7629 8288 website: www.aa-international.com fax: +32 2 706 6601 website: www.arceuropemedical.com

Alpine Rescue Service Pvt. Ltd. 'Mission: Save Life' AXA Travel Insurance (AUSTRALASIA) Mr. Ram Nepal – Executive Director Richard Zann – Global Commercial Director Nava Marga, House No. 69/4, Lazimpat, Ward No. 2, P. O. Box: 21100, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, UK Kathmandu, NEPAL 24/7 tel: +977 1 442 6633 email: [email protected] tel: +0800 028 3336 email: [email protected] 24/7 fax: +977 1 442 5111 website: www.alpine-rescue.com tel: +0203 2840 879 website: www.axa-assistance.co.uk

Asian Assistance (Thailand) Co., Ltd. Capita Susanne Mørch – Managing Director Daniel Pierce – Head of Business Development Viphavadi Tower, 51/3 Ngamwongwan Road, Ladyao, Bangkok 10210 32 High Street, Purley CR8 2PP ENGLAND THAILAND tel: +66 2 941 1540 email: [email protected] tel: +44 7825 439 603 email: [email protected] fax: +66 2 941 1550 website: www.asianassistance.com fax: +44 20 8763 3333 website: capitahealthandwellbeing.co.uk/globalassistance

AP Companies KAZAKHSTAN CNAS Elmira Turmagambetova – General Manager Carole Luisy – Managing Director 4, 148 Mamir, Auzovskiy region, Almati, KAZAKHSTAN 80 rue des alliés, 38100, Grenoble, FRANCE

tel: + 7 727 350 52 76 email: [email protected] tel: +33 438 49 83 49 email: [email protected] website: www.ap-companies.com fax: +33 438 49 83 40 website: www.cnas-assistance.com

Customer Care DRK Assistance Louise Heywood – Marketing and Business Development Manager Andreas Speich – Managing Director Level 2, 15 Mount Street, North Sydney NSW 2060, AUSTRALIA Aufm Hennekamp 71, 40225 Düsseldorf, GERMANY

tel: +61 (0)2 9202 8222 email: [email protected] tel: +49 211 301805-0 email: [email protected] fax: +61 (0)2 9202 8220 website: www.customercare.com.au fax: +49 211 301805-21 website: www.drkassistance.com

EMS Assist Pilipinas (ASIA) Egypt Assistance Ella Tabulina – CFO & General Manager Mohamed Essam – Unit 1202 Eco Tower 32nd Street corner 9th Avenue 115, Al Thawra Street, Apt.91 Heliopolis, Cairo 11341 Heliopolis EG, Fort Bonifacio Global City, Taguig,1634 PHILIPPINES EGYPT 24/7tel: +632 478 9111 email: [email protected] tel: +20 2 241 373 00 email: [email protected] +632 556 1262 website: www.ems-assist.com fax: +20 2 241 705 24 website: www.egyptassistance.com

EMS Assist Vietnam (ASIA) Eurocross Turkey Ella Tabulina – CFO & General Manager Cem Timurkan – Product Development, Marketing & Sales Manager 315 / 1C Le Van Sy, District 3, Ho Chi Mihn City, VIETNAM Gülbahar Mh. Oya Sk. No:13, 34394 Şişli/İstanbul, TURKEY

24/7tel: +84 8 352 606 81 email: [email protected] tel: +90 212 354 25 15 email: [email protected] +84 0123 890 6963 website: www.ems-assist-vietnam.com fax: +90 212 336 93 45 website: www.eurocrossturkey.com.tr

First Assistance Global Assistance a.s. David Burns – Executive General Manager Petr Bold – General Manager PO Box 17-310, Greenlane, Auckland, NEW ZEALAND Dopraváku˚ 749/3,184 00 Prague 8, CZECH REPUBLIC

tel: +64 9 356 1650 email: [email protected] tel: +420 266 799 770 email: [email protected] fax: +64 9 525 1278 website: www.firstassistance.co.nz fax: +420 266 799 797 website: www.1220.cz

Global Assistance & Healthcare Global Voyager Assistance - Russia Mario Babin – Chief Executive Officer Costas Danilenko – CEO Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, PO Box II, 125124 Moscow, RUSSIA Jakarta 12560, INDONESIA tel: +62 21 299 78 999 email: [email protected] tel: +7 495 775 0999 email: [email protected] fax: +62 21 299 78 9555/66 website: www.global-assistance.net fax: +7 495 775 0998 website: www.gvassistance.com

Global Doctor China Global Voyager Assistance - Black Sea Emily Chen – Operations Manager Oxana Razorenova – General Manager Unit 808/811, Level 8, No.88, Bai Zi Wan Nan Er Road, Chaoyang 77-79 Nezhinskaya Str., 65023, Odessa, UKRAINE District, Beijing, P.R.,100022 CHINA tel: +86 10 5815 1188 email: [email protected] tel: +38 048 7373 441 email: [email protected] fax: +86 10 8775 9138 website: www.globaldoctor.com.au fax: +38 048 7373 442 website: www.gvassistance.com

46 To make an alteration to a listing email: [email protected] SERVICE DIRECTORY or call +44 (0) 117 925 5151

IFRA Assistance GmbH – Austria Savitar Group Ltd. Mr. Christian Steindl M.D. – CEO Maria Berkova – General Manager 3rd floor, entrance #4, 20/3 Bolshoy Karetniy lane, IFRA Assistance GmbH, Schießstattring 21, A-3100 St. Pölten, AUSTRIA Moscow, 127051, RUSSIA tel: +43 (0) 2742 49 11 email: [email protected] tel: +7 495 987 1775 email: [email protected] (EUROPE) (EUROPE) fax: +43 (0) 27 42 89165 website: www.ifra.at fax: +7 495 987 1776 website: www.savitar-gr.com

Intana Semesur Assistance Linda Norman – Divisional Director Eugenio Crenes – General Manager Sussex House, Perrymount Road, Haywards Heath, West Sussex Calle Oro 47, 11405 Jerez de la Frontera, Cádiz, SPAIN RH16 1DN UK email: [email protected] tel: +34 911 010 470 email: [email protected] website: www.intana-assist.com fax: +34 902 001 410 website: www.semesur.com ASSISTANCE COMPANIES ASSISTANCE ASSISTANCE COMPANIES ASSISTANCE MD Medicus Assistance GmbH TBS Team 24 d.o.o Sven Scharff – International Network Manager Edvard Hojnik – General Manger Industriestr. 2a, 67063 Ludwigshafen, GERMANY CROATIA, SLOVENIA, SERBIA, MNE, BH, KOS, MAC

tel: +49 - 621 / 5490 171 email: [email protected] tel: +386 2616 5819 email: [email protected] fax: +49 - 621 / 5490 029 website: www.md-medicus.net fax: +386 2618 5800 website: www. tbs-team24.com

Malteser Service Center CONNEX Assistance JLT Johannes Hoischen – International Network and Repatriation Lara Helmi – International Network Director Malteser Hilfsdienst gemeinnützige GmbH #204 Gold Crest Executive Tower, Jumeirah Lake Towers, Dubai, Malteser Service Center Kalker Hauptstr. 22-2, 51103 Köln, GERMANY UNITED ARAB EMIRATES tel: +49 221 98 22 333 email: [email protected] tel: +97 14 368 36 25 email: [email protected] fax: +49 221 98 22 339 website: www.malteser-service-center.de fax: +97 14 420 49 12 website: www.connexassistance.com

Marm Assistance (MIDDLE EAST) GORAL ASSISTANCE LTD Fırat Olgun – CEO Marcel Kadoche – International Network and Development Manager Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah, Maskit 27 str. Herzeliya Industrial Park 46733, ISRAEL Kurtkoy 34912, TURKEY tel: +90 216 560 07 24 email: [email protected] tel: +972 9 9579930 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com fax: +972 9 9579931 website: www.goralassist.com

Mayday Assistance Limited HEALTHCARE ASSISTANCE (PVT.) LTD. Craig Huffer – Director Dr. Ashfaq Rizvi – CEO 16 – 17 Queens Road, Brighton, East Sussex, BN1 3WA UK 695-Umer Block, Allama Iqbal Town, Lahore 54570, PAKISTAN

tel: +44 1273 624661 email: [email protected] tel: +92 42 35 296 338 email: [email protected] fax: +44 7912 177458 website: www.maydayassistance.com fax: +92 42 35 296 295 website: www.HCAssistance.com

med con team GmbH Dr Colin Plotkin & Sons Consulting INC. Michael Weinlich – Managing Director Dr Colin Plotkin – Managing Director Gerhard-Kindler-Str.6, 72770 Reutlingen, GERMANY 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA

tel: +49 7121 433 660 email: [email protected] tel: +1 604 241 9677 email: [email protected] fax: +49 7121 433 619 website: www.medconteam.com fax: +1 604 241 0733 website: www.plotkinconsulting.com

MedAssist International Ltd Global Excel Management

Dr. Ashfaq RIZVI – General director CATASTROPHIC John Spears – VP Business Development & Marketing House #4, Zoologicheskaya St., 123242, Moscow, RUSSIA 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

tel: +7.495.232.29.46 email: [email protected] CLAIMS SPECIALISTS tel: +1 819 566 8833 email: [email protected] Fax/alt tel: +7.499.703.07.55 website: www.mldc-nt.ru fax: +1 819 566 8447 website: www.globalexcel.com

Medicall AG AIMS Armin Bucher – CEO Bernadette Breton – Chief Executive Officer AIMS House, 3 West St, Bryanston 2191, Johannesburg, Zurichstrasse 38, CH-8306 Bruttisellen, SWITZERLAND SOUTH AFRICA email: [email protected] tel: +00 27 11 783 0135 email: [email protected] tel: +41 44 655 16 67 (AFRICA) website: www.medicall.ch fax: +00 27 11 783 2950 website: www.aims.org.za

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

Orion Assistance AP Companies Ersah Aksa – President Natalya Butakova – Business Development Manager Ira Apt. No:411/17 Bagdat Cad. Suadiye Mah. Kadikoy. Istanbul, 17 Varshavskoye Shosse, Moscow 117105, RUSSIA TURKEY

tel: +90 216 358 3001 email: [email protected] (EUROPE) tel: +7 495 989 1120 email: [email protected] fax: +90 216 357 0587 website: www.orionassistance.com fax: +7 495 989 1130 website: www.ap-companies.ru

Save Assistance France Eurocross Turkey Franck Molinier – Director of Business Development Cem Timurkan – Product Development, Marketing & Sales Manager 6 Rue Jean-Pierre Timbaud, Le Campus, Bat. B1, Gülbahar Mh. Oya Sk. No:13, 34394 Şişli/İstanbul, TURKEY 78180 Montigny-Le-Bretonneux., FRANCE tel: +33 13062 6752 email: [email protected] tel: +90 212 354 25 15 email: [email protected] 24 tel: +33 13062 1122 website: www.saveassistance.com fax: +90 212 336 93 45 website: www.eurocrossturkey.com.tr

47 To make an alteration to a listing email: [email protected] or call +44 (0) 117 925 5151 SERVICE DIRECTORY

ChargeCare International UnitedHealthcare Global Christiane Burniston – Managing Director Philip Brun – Vice President of Sales & Service 1D Park Office, Monument Business Park, Chalgrove, Oxford OX44 7RW, UK 3100 SW 145 Avenue, Miramar, FL 33027, USA

tel: +44 1865 400 007 email: [email protected] tel: +1 954 378 0694 email: [email protected]

(EUROPE) fax: +44 845 003 1351 website: www.chargecareinternational.com fax: +1 954 378 0771 website: www.uhgi.com

Marm Assistance Quality Health Management, LLC Fırat Olgun – CEO Patricia Ziomek – Principal & Co-Founder Grup Center Is Merkezi, Mustafa Akyol Sok No. 158, Yenisehir Mah,

(NORTH AMERICA) 15280 NW 79th Court, Suite 100, Miami Lakes, Florida 33016, USA Kurtkoy 34912, TURKEY COST CONTAINMENT COST CONTAINMENT tel: +90 216 560 07 24 email: [email protected] tel: +1 305 821 8430 email: [email protected] fax: +90 216 560 07 07 website: www.marmassistance.com fax: +1 305 820 4033 website: www.QHManagement.com

Orion Assistance Eurocross Turkey Ersah Aksa – President Cem Timurkan – Product Development, Marketing & Sales Manager Ira Apt. No:411/17 Bagdat Cad. Suadiye Mah. Kadikoy. Istanbul, Gülbahar Mh. Oya Sk. No:13, 34394 Şişli/İstanbul, TURKEY TURKEY tel: +90 216 358 3001 email: [email protected] tel: +90 212 354 25 15 email: [email protected] fax: +90 216 357 0587 website: www.orionassistance.com fax: +90 212 336 93 45 website: www.eurocrossturkey.com.tr

Remed Assistance Global Assistance & Healthcare Dr Selçuk Tiftik – Mario Babin – Chief Executive Officer Noramin İş Merkezi Büyükdere Cd. N:237, Kat:3 Ofis:307-308 Maslak Cilandak Commercial Estate - # 111 GC, Jl. Raya Cilandak KKO, 34398 Istanbul, TURKEY Jakarta 12560, INDONESIA tel: +90212 371 07 77 email: [email protected] tel: +62 21 299 78 999 email: [email protected] fax: +62 21 299 78 9555/66 website: www.global-assistance.net fax: +90212 371 07 88 website: www.remed.com.tr CLAIMS MANAGEMENT

Dr Colin Plotkin & Sons Consulting INC. Global Excel Management Dr Colin Plotkin – Managing Director John Spears – VP Business Development & Marketing 27-3088 Francis Road, Richmond, British Columbia V7C 5V9, CANADA 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA

tel: +1 604 241 9677 email: [email protected] tel: +1 819 566 8833 email: [email protected] fax: +1 604 241 0733 website: www.plotkinconsulting.com fax: +1 819 566 8447 website: www.globalexcel.com

Europ Assistance – Global Corporate Solutions (GCS) – ITPA Division Intana Reid Cawston – Vice President, Sales Linda Norman – Divisional Director

(NORTH AMERICA) 150 Commerce Valley Drive West, 9th Floor, Thornhill, Ontario, L3T 7Z3, Sussex House, Perrymount Road, Haywards Heath, West Sussex CANADA RH16 1DN UK tel: +1 905 669 4333 email: [email protected] email: [email protected] fax: +1 905 669 2318 website: ea-gcs.com website: www.intana-assist.com

Global Excel Management SelectCare Worldwide John Spears – VP Business Development & Marketing Magdi Riad – President 73 Queen St, Sherbrooke, QC J1M 0C9, CANADA 2100 - 250 Yonge Street, Toronto, Ontario M5B 2L7, CANADA

tel: +1 819 566 8833 email: [email protected] tel: +1 866 261 4441 email: [email protected] fax: +1 819 566 8447 website: www.globalexcel.com toll free: +1 416 340 7152 website: www.selectcareworldwide.com

Global Medical Management Star Healthcare Network Raija Itzchaki – COO Gigi Galen – President 1300 Concord Terrace, Suite 300, Sunrise, Florida 33323, USA 237 West 35th Street Suite # 604, New York, NY 10001, USA

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

Olympus Managed Healthcare Voyageur Aeromedical Travel Steven Jacobson – CEO Marc Lucas – Director 777 Brickell Avenue, Suite 410, Miami, Florida 33131, USA 19 Lower Park Row, Bristol, UK

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

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

tel: +1 866 261 4441 email: [email protected] tel: +49 89 7676 2912 email: [email protected] toll free: +1 416 340 7152 website: www.selectcareworldwide.com 24h Alarm: +49 89 7676 8912 website: www.adac.de/ambulance TRANSPORT Star Healthcare Network European Air Ambulance Gigi Galen – President Patrick Schomaker – Director Sales & Marketing 237 West 35th Street Suite # 604, New York, NY 10001, USA 175A, rue de Cessange, L-1321, LUXEMBOURG

tel: + 1 212 581 8228 email: [email protected] 24hr tel: +49 711 7007 7007 email: [email protected] fax: + 1 212 581 8272 website: www.starhealthcarenet.com CRITICAL CARE PATIENT fax: +49 711 7007 7009 website: www.air-ambulance.com

48 To make an alteration to a listing email: [email protected] SERVICE DIRECTORY or call +44 (0) 117 925 5151

Flying Home Pte Ltd CareFlight International Mr Ang Ziqian – Director Paul Smith – National Manager Blk 4 Lorong 8 Toa Payoh #01-1345A, SINGAPORE Locked bag 2002 Wentworthville NSW 2145, AUSTRALIA

tel: +65 6253 0001 email: [email protected] tel: +61 2 9893 7683 email: [email protected] fax: +65 6353 5801 website: www.flyinghome.com fax: +61 2 9689 2744 website: www.careflight.org

Funeral Home AURIGA Ltd. European Air Ambulance Helena Sulikova – Chief of International Department Patrick Schomaker – Director Sales & Marketing B. Nemcové Street 1052/1, 412 01 Litomerice, CZECH REPUBLIC 175A, rue de Cessange, L-1321, LUXEMBOURG [email protected] FUNERAL DIRECTORS tel: +420 724 257 899 email: [email protected] 24hr tel: +49 711 7007 7007 email: fax: +420 416 732 582 website: www.funeral-assistance.cz fax: +49 711 7007 7009 website: www.air-ambulance.com

Memora International GlobalMed International Susana Pinilla – Manager Gert Muurling – CEO & Medical Director C/ Sancho D' Avila 2 08018 Barcelona, SPAIN Auf Roedern 7c, 56283 Pfaffenheck, GERMANY

tel: +34 914 849 400 email: [email protected] tel: +49 6742 897 425 email: [email protected] fax: +351 214 706 491 website: www.memorainternational.com fax: +49 3212 100 5018 website: www.globalmed-international.com

Mortuary Brussels Airport | Worldwide Funeral Repatriations part of DELA Life Flight International Inc. Greta Plas – Repatriations Manager Chris Connor – Vice President 104-1962 Canso Rd. North Saanich, BC CANADA Ringlaan 49, 1930 Zaventem, BELGIUM MEDICAL ESCORT ON COMMERCIAL AIRLINES V8L 5V5 Victoria International Airport (CYYJ) tel: +32 2 720 80 00 email: [email protected] tel (int): +1-250-655-1630 email: [email protected] fax: +32 2 720 88 22 website: www.repatriations.com tel (NA): +1-800-661-2183 website: www.lifeflight.ca

Rowland Brothers International Ltd. LIFESUPPORT Patient Transport Fiona Greenwood – Operations Manager Graham Williamson – CEO 299-305 Whitehorse Road, West Croydon, Surrey CR0 2HR, UK VANCOUVER – TORONTO – HONOLULU

tel: +44 20 8684 2324 email: [email protected] tel: +1 250 947 9641 email: [email protected] fax: +44 20 8684 8000 website: www.rowlandbrothersinternational.com fax: +1 877 288 2908 website: www.LifeSupportTransport.com

Anatolia Hospital Redstar Aviation Dr. Ata DEMİREL – Vice Chairman Emre Durson – Project Manager Ankara Caddesi Cimen Sok. No: 13, Bulutlar Is Merkezi B-Blok Kat:2 D:4 Caybasi Mh 1352 Sk No 12 , 07100 Antalya, TURKEY 34912 Kurtkoy Pendik Istanbul, TURKEY tel: +90 242 249 33 00 email: [email protected] tel: +90 216 560 0 772 email: [email protected] fax: +90 242 311 67 78 email: www.anatoliahospital.com fax: +90 216 560 0 770 website: www.redstar-aviation.com HOSPITALS Broward Health International Sky Nurses, LLC Dominick Destefano – Business Development John Naccarelli – President 1608 SE 3rd Avenue, Ste 503-B, Ft Lauderdale, FL 33316, USA 100 E Linton Blvd, Suite 502B Delray Beach, Florida 33483, USA

tel: +1 954 397 8867 email: [email protected] tel: +866-611-8434 email: [email protected] email: [email protected] fax: +866-633-4188 website: www.SkyNurses.com

Sharp Global Patient Services Voyageur Aeromedical Travel Jacquie Schwoerke – Director, Sharp GPS Marc Lucas – Director 8695 Spectrum Center Blvd., San Diego, CA 92123, USA 19 Lower Park Row, Bristol, UK

toll free: +1 888-265-1513 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected] tel: +1 858-499-4967 website: www.sharp.com fax: +44 (0)117 925 5940 website: www.voyageur24.com

UC San Diego Health System International AMREF Flying Doctors Luis Felipe Arango – Managing Director UCSDHSI Dr Bettina Vadera – Medical Director 136 W. Dickinson Street, Room 121, San Diego, CA 92103-8222, USA Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA

tel: +1 619 471 0466 email: [email protected] tel: +254 20 6000 090 email: [email protected] fax: +1 619 543 5282 website: health.ucsd.edu/international fax: +254 20 344 170 website: www.flydoc.org

AAA Alpine Air Ambulance AG StandbyMD Jürg Fleischmann – CEO Alex Sánchez – Managing Director P.O. Box 233, CH-8058 Zürich Airport, SWITZERLAND 777 Brickell Avenue, Suite 1370, Miami, Florida 33131, USA MEDICAL PROVIDER tel: +41 44 813 09 09 email: [email protected] tel: +1 305 459 4882 email: [email protected] 24/7 tel: +41 44 813 10 10 website: www.air-ambulance.ch fax: +1 305 421 5575 website: www.standbymd.com

AMREF Flying Doctors Voyageur Aeromedical Travel Dr Bettina Vadera – Medical Director Marc Lucas – Director Wilson Airport, Langata Road, PO Box 18617, Nairobi, KENYA 19 Lower Park Row, Bristol, UK TRAVEL TRAVEL AGENTS MEDICAL ESCORT ON tel: +254 20 6000 090 email: [email protected] tel: +44 (0)117 927 3554 email: [email protected] www.flydoc.org fax: +44 (0)117 925 5940 website: www.voyageur24.com

COMMERCIAL AIRLINES fax: +254 20 344 170 website:

CareFlight Group V Creative Design Peter Elliott – Executive Manager, Tasking & Logistics Steve Annette – New Media Director PO Box 5078, Robina Town Centre, Qld, AUSTRALIA Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK

24/7 (int) tel: +61 7 5553 5955 email: [email protected] tel: +44 (0)117 929 4636 email: [email protected] fax: +61 7 5553 5965 website: www.careflight.org.au fax: +44 (0)117 925 2040 website: www.vcreativedesign.co.uk ADVERTISING WEB & MEDIA

49 REGULARS Grapevine

Western’ activities, and has previously made headlines with long-distance running and Sorry, you want cycle trips, also intended to raise money, as he continues on his mission ‘to promote world a ? peace and unity’ (his own words). what Our advice? Maybe the well-meaning Mr Opod, an Australia-based online travel Baluchi should attempt some slightly less agency, has inspired chortles with a survey taxing methods of raising money for noble of the most ludicrous demands received causes. Movember, perhaps. from customers and anonymous pranksters. One example was a caller claiming to be the Queen of England, who demanded a free trip Crabs on a to Australia and threatened staff members that they would go to prison for treason if they plane refused, while another customer requested an upgrade from cargo to first class – for a Most airline passengers are probably used cat – and one wag asked an agent’s advice to flights being disrupted by drunken fliers, about the best method for dealing with or perhaps bad weather, but anybody vampires (a stake through the heart, a little keeping tabs on such things can now add sunlight, it’s like falling off a log – ed.). unruly crustaceans to the list of things that Other amusing examples were a customer can cause problems onboard an aeroplane, who complained that the beach was ‘not after a United Airlines flight from New York smooth enough’, one who complained that An ab-zorb-ing to North Carolina was delayed by ‘a decent her holiday was ‘too hot’, that the food was number’ of crabs escaping from the boxes ‘too spicy’ and that ‘hardly anyone spoke tale of woe in which they were being carried. While English’, a supposed ‘thrillseeker’ who these were comparatively small crabs, their complained that a rollercoaster he went on We’re not sure exactly what kind of travel sudden presence in the cargo area was not was too scary, and a honeymooning couple insurance coverage one might need before an insignificant problem, and it took around moaning that it had rained on one afternoon attempting to run 1,033 miles across the thirty minutes for the flight crew to round of their two-week trip. ocean in a giant inflatable bubble – act of up the escaped creatures and return them Turtles all the Oh, we also liked the case of a flier who giant squid? Possibility of bubble being to their containers. While we at ITIJ are not asked if he could take a plate of homemade popped by swordfish? Repatriation by long- fans of unexpected crustacean invasions, we way down roast dinner as his carry-on luggage. range submarine? – but we’re fairly certain think we would have preferred this incident Those wacky travellers! that few, if any, insurers would offer it. That to that suffered by passengers on a flight Everybody (well, maybe not everybody) loves What will they think didn’t stop the intrepid / foolhardy* (*delete waiting to take off from Charlotte Douglas a story of creative smuggling, and this one of next? as applicable) Reza Baluchi from attempting airport last year, when a number of bees is a doozy: a Canadian man was recently to travel from Florida to Bermuda in his giant were let loose onboard, causing several charged after border personnel at the Detroit- bubble (or ‘zorb’), however, and neither did hours’ worth of delays. Windsor Tunnel (which connects Detroit, US the fact that US Coast Guard personnel had with Windsor in Canada) found over 50 turtles explicitly told him that it was a bad idea. strapped to his body and secreted about It’s a good job that the USCG don’t operate his legs. Kai Xu, a resident of Windsor, was a ‘serves you right’ or karma-based system, subsequently charged with illegal trading, because Baluchi predictably got into smuggling and exporting; the US Fish and difficulty, and was picked up by the Coast Wildlife Service had reportedly received a Guard around 70 nautical miles east of St tip about a ‘large box’ sent to a postal centre Augustine, reportedly suffering from ‘fatigue in Detroit, and court documents apparently and disorientation’. This seems par for the suggest that it was addressed to Xu and had course when – to re-iterate – one attempts to been mailed from Alabama. Exactly why Xu run 1,033 miles across the ocean in a giant was carrying this very illegal shipment of inflatable bubble. turtles is unclear at this time and rumours that Despite the ridiculousness of the situation, Mr the turtles themselves were carrying ninja Baluchi does deserve some sympathy, as he weapons and coloured bandanas have not was attempting to raise money for children in been substantiated. Anyone suggesting that need, and ‘to inspire those that have lost hope the animals might have been shell-shocked for a better future’. He was granted asylum by has been asked to go away and think of a the US in 2003 after his arrest in Iran for ‘pro- better pun.

50 ON THE MOVE

Carter moves to Voyager ANWB selects Voyageur Carl Carter has been appointed as a director and ensure the operational aspects of the director welcomes new of Voyager Insurance in the UK, where he business are optimised. is tasked with driving the business forward, Commenting on the appointment, director Holland-based ANWB Assistance has sales manager being responsible for ongoing growth, and co-founder of the company Jonathan announced the appointment of Victor Victor Geskes diversifi cation and Buttery said: “We are delighted to have Geskes as its new director, eff ective from Voyageur Publishing, which produces ITIJ, distribution channel secured Carl as a director and fellow 1 December. Victor is currently employed Waypoint AirMed&Rescue and the Medical development. shareholder, as he brings with him a unique by ASR Insurance, and has been SOS Tourism Review, has welcomed Mike Forster Working closely with combination of skills, backed by the strength International’s chief operating offi cer in to the fi rm, where he now holds the position the Voyager board, of his strategic development, product creation Amsterdam for the past seven years. As of group sales manager. Mike’s appointment Jonathan Buttery and and underwriting knowledge and experience, director, Victor succeeds Marga de Jager, follows the departure of David Fitzpatrick, John Peters, Carl will in both the UK and international travel and who was appointed ANWB’s director for who has moved on to pursue other interests. develop new products Carl Carter medical insurance markets.” club aff airs and marketing earlier this year, With more than 20 years of consultative sales and Rian Vreeburg, who led the assistance and management experience, predominantly department in the interim. In his new role, gained within a B2B service industry Victor will report to Rian Vreeburg, who is environment, Mike brings with him a wealth Expansion for MPI Brokers also a member of the board of directors of experience in publishing, export promotion of ANWB. The company commented on and logistics. Ian Cameron, editor in chief of UK-based MPI Brokers has appointed two turning point’ for the fi rm: “Over the past 12 the appointment: “Victor’s outstanding ITIJ, said of the appointment: “I am pleased strategic business development consultants years we have developed a strong presence track record in the assistance industry to welcome Mike to the company and look in an eff ort to increase its share of the winter in the market and this year we are starting a is regarded of high value for ANWB forward to introducing him to our clients and sports insurance market. To this end, MPI major campaign to increase our share of the Assistance.” Mike Forster partners during ITIC Global in Venice.” has hired former Ski Club chief executive UK ski and travel insurance market. Caroline Caroline Stuart-Taylor and PR expert Paddy and Paddy are well-placed to facilitate our Daly. Michael Pettifer, managing director expansion at the corporate end of the ski and Vacant Positions of MPI, said that the appointments ‘mark a travel sectors.” Sales/Business Development Executive: Nordic Insurance Software (NIS), part of the Acturis Group On Call appoints directors We are seeking a self-motivated executive to spearhead Global Sales for Nordic Insurance Software (NIS), US-based On Call International has commented on the appointments: “We part of the Acturis Group. Headquartered in Copenhagen, NIS is a leader in software for the Travel, announced the appointments of Jim Hutton are pleased to tap into the vast experience, Assistance, Roadside, International Health and Schemes Insurance segments. With installations in over and Bruce Kirby to the company’s newly networks and strategic insights of both 30 countries NIS is a proven, well regarded, leading edge insurance system and the opportunities for formed board of directors. Jim and Bruce join Bruce and Jim as we continue to expand development are signifi cant. NIS has been a member of the Acturis Group since January 2014 and works On Call at a critical juncture in the company’s our portfolio to meet the needs of corporate closely with the Acturis team. growth as it continues to expand its portfolio clients.” of corporate services in response to rising Role Profi le: demand. Jim, former chief security offi cer • Sales and Business Development experience in Insurance – ideally in the Travel, Health, Assistance, Roadside and Schemes and director of global security for Procter and insurance markets Gamble, will spearhead the development • Insurance Industry background again ideally in the Travel, Health, Assistance, Roadside and Schemes insurance markets of On Call’s global intelligence capabilities, • Profi ciency with systems and technology, and with an understanding about operations and processes and the application while Bruce, president of MediTRAVEL, of technology will oversee the expansion of On Call’s full • Fluency in other languages besides English would be benefi cial, but not essential corporate travel risk management portfolio. Michael Kelly, CEO of On Call International, Bruce Kirby Jim Hutton Job Description: • Responsible for Sales • Part of the Global Business Development team • Based at NIS HQ in Copenhagen (although other locations can be considered) Blue Insurances seeks growth • Will need to quickly gain familiarity with the NIS system and should be able to fl uently demonstrate the system • Responsible for Global Account Management Ireland-based online broker Blue Insurances • Reports to NIS management in Copenhagen, Denmark has announced that Suzanne Sheldon- • Will need to travel frequently Browne has joined the company as its new UK business development executive. This role requires an ambitious self starter who is ideally familiar with the Travel/Assistance/Roadside/Health and Schemes insurance Suzanne has 23 years of experience in the industry segments and has a successful track record of sales and business development in this area. This person must be adept travel industry and brings with her a wealth of at picking up and quickly gaining familiarity with systems and new technology. It is a unique opportunity to be part of a successful travel trade knowledge, having most recently team, and to spearhead the development of the untapped global potential for the NIS system. worked as sales and relationship manager Suzanne Sheldon-Browne with Holiday Autos. Meet us at ITIC Global in Venice All enquiries to Claus Tophoej – [email protected]