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ASSISTANCE & REPATRIATION REVIEW 2018


contents Crisis management


How is new technology making assistance companies' lives easier?


4


Case study Hard times for a case manager


26


Profile


40


Ted Jones, CEO of Northcott Global Solutions in the UK


Medical oversight 42


What does it take to be a medical director for an assistance company?


Healthy mind, healthy body Caring for expatriates' mental health


8


Going Dutch A collaborative model


28


Going off-grid


The complexities of rendering assistance in remote areas


Editorial comment


Sarah Watson Editor, ITIJ


Every second counts What's driving trends in security assistance?


12


T e topics under discussion in this year’s fi rst Assistance & Repatriation Review vary as widely as the travel assistance sector itself. We start by looking at the management of emergency situations, considering how technology can enable companies to prevent an emergency from turning into a full- blown crisis (p4). T is article touches fl eetingly on an employers’ duty of care, which is a theme echoed in the article from Aetna International on the importance of employee assistance programmes (p8). T e advancements made by specialist security assistance fi rms in providing their services to travellers in today’s uncertain world is also included in the Review (p12), while the challenges of providing assistance to travellers in very remote areas is discussed on p32. Medical directors of assistance companies should be practising physicians, is the consensus of industry veterans we spoke to for our Medical Oversight article – read more about why this is the case on p42. Elsewhere, we look into the collaborative Dutch assistance model (p28), and we get up to speed with the view of Ted Jones, CEO of ITIJ Award winner Northcott Global Solutions, in our Profi le on p.40. Look out for ITIJ’s next Assistance & Repatriation Review in October!


Editor-in-chief: Ian Cameron Editor: Sarah Watson Copy Editors: Lauren Haigh, Mandy Langfi eld, Stefan Mohamed & Christian Northwood Contributors: Femke van Iperen, David Kernek & James Paul Wallis Design team: Will McClelland & Tommy Baker Advertising sales: Mike Forster, James Miller & Becky Payne


Editorial: +44 (0)117 922 6600 ext. 3 Advertising: +44 (0)117 922 6600 ext. 1 Email: news@itij.com Web: www.itij.com Published on behalf of: Voyageur Publishing & Events Ltd, Voyageur Buildings, 19 Lower Park Row, Bristol, BS1 5BN, UK


Carry on escorting


The strange world of commercial medical escorts


22


T e information contained in this publication has been published in good faith and every eff ort has been made to ensure its accuracy. Neither the publisher nor Voyageur Publishing & Events Ltd can 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. T e views expressed do not necessarily refl ect those of the publisher.


Printed by Pensord Press Copyright © Voyageur Publishing 2018. Materials in this publication may not be reproduced in any form without permission


INTERNATIONAL TRAVEL & HEALTH INSURANCE JOURNAL ISSN 2055-1215 | 3 International Travel & Health Insurance Journal


32


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