How Are Global Assistance Companies Leveraging Technology to Improve Their Services?

This iPMI Global in Focus Assistance article examines ways that global assistance companies are using technology to improve their services. While these technological advancements are transforming the travel and medical assistance market, it's important to note that the human element remains crucial, particularly in situations that require empathy, critical thinking, and immediate action.

• Artificial Intelligence (AI) and Machine Learning (ML) are being implemented to streamline numerous processes within global assistance companies:
• Global Excel, for instance, has been using AI and ML for several years in areas such as risk assessment, fraud detection, provider analytics, and directional assistance. They have also recently implemented AI-powered processes for data extraction, document processing, and policy analysis to improve efficiency and accuracy.
• AP Companies is actively implementing AI and automation processes to their customer support and claims processing protocols.
• While some companies are taking a more cautious approach due to regulatory requirements and concerns about data breaches, AI is being used to automate routine tasks, enhance efficiency, and create standardization in claims data.
• Digital platforms and applications are being developed to enhance customer experience and provide greater access to information:
• AXA Partners US, for example, has introduced "My Trip Companion," a digital portal that provides travellers with access to information on visa requirements, city guides, health support, and AXA's global medical network.
• Global Reach Health has developed the "Medi Global App 3.0," which aims to improve the telemedicine experience for a diverse range of users.
• Companies are also exploring the use of AI-powered searches and digital travel buddy AI companions to assist travellers.
• Telemedicine is being increasingly integrated into services to offer remote healthcare solutions and improve accessibility to medical professionals:
• AP Companies launched a telemedicine health network during the COVID-19 pandemic that continues to be popular with clients.
• Compass Point Assist is testing a new telephony product that provides real-time telephone call translations in over 40 languages.
• Global Reach Health has integrated a Second Medical Opinion platform within its Medi Global app and Roy Medical Assistance has launched tele consultations with local doctors in all covered countries.
• Data analytics is playing a crucial role in identifying potential risks, improving cost management strategies, and creating more personalized solutions:
• AXA Partners US leverages data analytics to identify potential travel risks and provide real-time alerts to travellers. They also prioritize data analytics to track the return on investment of their clinical teams, ensuring cost-effective care and high patient satisfaction.
• New Frontier Group uses data analytics to identify potential risks and create customized plans based on data results.
• Global assistance companies are also using data analysis to identify patterns and trends in past cases, informing proactive measures to prevent future incidents.

Summary

Global assistance companies, which help travellers with things like medical emergencies or lost documents, are using technology in a few key ways. They are using AI to automate tasks like processing claims and assessing risks more quickly and accurately. They are creating digital platforms and apps to provide travellers with easy access to information and support, like travel alerts or telemedicine services. Additionally, they are using data analysis to understand and predict potential risks, allowing them to provide personalized advice and assistance. However, iPMI Global emphasizes that despite these advancements, human interaction remains important for situations that require compassion and quick thinking.

Travel and Medical Assistance Executives in Focus

• Elena Donina Glukhman, AP Companies
• Stephen Samataro, AXA Partners US
• Jennifer Milton, Compass Point Assist
• John Spears, Global Excel
• Sergio Ruiz, Global Reach Health
• Monica Rummelhoff, GMMI
• Gitte Bach, New Frontier Group
• Sumit Gaurav, Roy Medical Assistance

Download iPMI Global Medical and Travel Assistance Strategies 2024 in PDF Format:

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