ProActive Risk Management of International Travel

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Pro-Active Risk Management of International
Travel
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The ChallengeReactive to Proactive

• They always say time changes things, but you
  actually have to change them yourself
• Andy Warhol. US Artist (1928 -1987)
• Pro pref. in favour of
• Active adj. doing things, energetic, working
• Manage v. to have control of.
• Oxford Dictionary

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The Environment

• Management of Risk Duty of Care
  Responsibilities
• Increasing International Travel
• Varied Global Destinations
• Health, Travel, Security and Cultural
  considerations
• Events to be Managed
• Pre Travel Management Compliance
• Natural Disasters
• Terrorist Activities (International/Indigenous)
• Political Demonstrations/Civil Unrest
• Cultural Differences
• Potential Global Pandemics
• Carrier Delays/Cancellations/Accidents

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The Traditional Model

• ASSISTANCE CASE MANAGEMENT ACTIONS
• Staffing Resources Preparation
• Medical/Hospital Network Preparation
• Evacuation Network Preparation
• Disaster Response Plans Preparation
• Event Notification Implement Plans
• Traveller Identification Reactive
• Traveller Location Reactive
• Case Management Reactive/Proactive
• Cost Containment Reactive/Proactive
• Pay medical/evacuation costs Reactive
• Works for Single Event/Single Claimant
  Reactive Case Management
• Multiple Claimants from Natural
  Disasters/Terrorism Events requires Proactive
  Case Management

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Why Change ? Tsunami Lessons

• 8 Medical Teams On Ground within 24 hours
• Attempted to gather as much information
  regarding Australian Cases.
•   At Phuket airport, the international medical
  team was split in order to cover all the
  provincial hospitals assessing the facilities
  and finding all foreign nationals and triaging
  them and ensuring they were evacuated or
  repatriated as appropriate
• Our initial estimate of cases was inflated due
  to several reasons the same person being
  reported missing by different people, travellers
  being covered by different policies, generalised
  initial confusion by the general public as
  demonstrated by our incoming phone calls
  tripling in this period.

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Tsunami Lessons

• International Medical Teams volunteered services
  to assist local resources,
• Those patients still left at small
• provincial hospitals were mostly
• suffering infected lacerations
• The Nikornwararam temple
• (Wat Yanyao) was the largest morgue
• and forensic unit
• Bumrungrad had much more critical
• patients ventilated bilateral aspiration
• pneumonias, amputees, orthopaedic repairs
  complicated by massive wound infections due to
  exposure to fetid water and inadequate supplies
  of appropriate anti-microbial agents.

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Case Studies
Distressed phone call received from WA lady
following SMS from her son We notified all
relevant authorities and arranged for a search
and rescue helicopter to be placed on
standby Kept in contact with the customers via
mobile phone Arranged transport for them at the
next village they managed to reach Taken to
closest suitable medical facility for assessment
and treatment before being flown home
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• Drivers for Change
• Debriefing Issues
• Medical Teams on the ground within 24 hours but
• Delays in identification of Insured Travellers
• Delays in location of Insured Travellers
• Barriers to identification (Privacy Issues/Govnt
  Protocols)
• Healthcare Delivery Services unsupervised/unaudite
  d

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• Drivers for Change
• Review Crisis Management Protocols
• Need to Locate/communicate with Travellers
• Need to Triage Injuries/Illness
• Need to have immediate access to appropriate
  Healthcare
• Monitor/Manage Medical Delivery
• Need to Proactively Manage Potential Health Risks
  (Avian Flu/SARS)
• Need to Proactively Manage Security/Political
  Risks
• Need to work closely with DFAT/Local Government
• Utilize Appropriate Evacuation Resources(
  Govnt/Mondial)

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Need to Identify/Locate Insured Travellers

• Solution Travel Monitor (Nextfeed Module)
• Creates map based imagery through a real-time
  pinpoint colour display of traveller locations by
  continent, country and city.
• Leveraged on the newest web-based ASP technology
• Financial, Corporate and Travel Management
  Professionals will for the first time have
  independent access to business intelligence
  products and services. (Optional Modules)
• Requires no software to install.
• Only require Internet access, a web browser and
  Microsoft Excel.

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What are the benefits?

• Increased safety and security for the traveller
• Real time information, available 24/7
• Automatic security and travel insurance policy
  notification at the time of booking sent
  directly to the traveller and any other valid
  administrator.
• Instant global location reporting for all
  travellers
• Risk Management Nos of pax on each flight
• Ability to send custom notifications to select
  travellers and to monitor all travellers,
  including VIPs

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Reports Traveller Tracker

• Travelling today
• Currently En Route
• Travelling Tomorrow
• VIPs
• Passenger Count by Flight
• International PNRs All
• International PNRs This Week
• Customised Reports Ad Hoc/Automated
• Search by PNR, Name, City, Country

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The Outcomes Traveller Tracking

• Travel Monitor Module (Nextfeed)
• Real Time Traveller Tracking
• Real Time Traveller Profiles
• Real Time Health Alerts/Mitigation Advice
• Real Time Security/Political Alerts
• Business Continuity Management
• Activates Crisis Management Plans

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How does it work? ...cont.
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How does it work? ...cont.
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How does it work?
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How does it work?...cont.
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How does it work?...cont.
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How does it work?...cont.
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Healthcare Delivery Services Solution PROJECT
MARCO POLO

• January 2003 Medical Directors of Mondial Group
  launch Marco Polo
• Direct personal evaluation of all facilities
  hospitals by Mondial Assistance Doctors, with
  photos, that are to become part of the worldwide
  network
• Precise objective selection criteria with
  globally consistent scoring
• Database continually updated within each country
  region
• Files notes kept on all decisions
• transfers between hospitals to utilize
  technology
• immediate repatriations
• on-the-spot treatments (avoiding transfer
  delays/additional costs)

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Healthcare Delivery Services Solution PROJECT
MARCO POLO

• Allows continual improvement
• quality of work
• available technology
• Year End 2005, 842 hospitals in 103 countries
  reviewed
• 11,609 photos in database
• Ensures immediate, appropriate response
  improved medical outcomes

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Group Medical Program PROJECT MARCO POLO -
Snapshot

• Kuala Lumpur Pantai Medical Centre
•                
• Medical Questionnaire
• Administrative info
• Photos
• Ampang Puteri Specialist Hospitals
•        
•   Medical Questionnaire
• Administrative info
• Photos
• Gleaneagles Intan Medical Centre
• Medical Questionnaire
• Administrative info
• Photos

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Duty of Care Solution Building Block
ModelPre Travel Traveller Education Proacti
ve Health-Political- Security-Cultural
Checklist Travel Checklist/Travel
Compliance Health Risk AwarenessDuring
TravelTraveller Welfare Proactive Monitor
Travel/Health/Security Risks Real Time
Tracking/Communication Real Time Risk
Management Event/Crisis Management
ProtocolsPost TravelRisk Management
Feedback Reactive Reporting/Debriefing Plan
ning and Training
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Corporate Travel Risk Bundling

• Solution Mondial Corporate Travel Insurance
• International Emergency Medical Assistance
• Travel Monitor (Nextfeed Platform)
• Travel Advice/Alerts
• Health Advice/Alerts
• Security Advice/Alerts
• Political Advice/Alerts
• Cultural/Transit/Legal Advice
• Debriefing/Feedback
• All inclusive Insurance, Assistance, Duty of Care
  /Single Premium

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Benefits of our relationship

• Total Corporate Travel Financial Risk Package
• Responds to Employers Duty of Care
• Bundling or Unbundling by modules
• Total in house solutions / single point of
  contact
• No Demarcation of Responsibilities
• Rapid identification of insured travellers in
  disaster situations
• Reporting to travel / risk managers / corporate
  travel providers

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Our Global Resources

• Mondial means worldwide
• Worldwide leader in assistance, customer services
  travel insurance
• Expanding internationally for past 50 years
• 33 Global Response Centres in 28 countries
  worldwide including Europe, The Americas, Asia,
  Africa and Australia
• 8,100 dedicated employees
• 400,000 service providers
• Speaking over 40 languages

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Our Global Interventions

• Delivering 1 intervention every 3 seconds
• 39 million inbound and outbound calls in 2004
  representing 8.7 million files
• 4 million assistance files (79
  roadside/automotive, 11 domestic healthcare 8
  property assistance)
• AUD2.1 billion turnover in 2005

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Mondial Assistance Group Global Repatriation
Figures Year End 2004
Non Medical transport 17
619 Medical transport
3 899 With nurses
1 410 With doctors
1 672 Doctor nurse
team 517 Means of
Repatriation Air ambulance
765 Commercial flights
4 800 Seats
3 448
Stretchers 690
Extra seats
662 Road ambulance
10 170
Mondial Assistance is the world leader in
Assistance Services and expanding rapidly.
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Our Global Ownership
Ultimately owned by Allianz AG
Allianz AG
RAS
AGF
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Mondial Assistance Group
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Behind the Scenes

• Account Executive to manage your account
• Toll free access for emergency assistance
• - 85 of all incoming calls answered within 15
  seconds
• - All Calls logged and voice recorded
• - Respond to any written communication within 5
  working days
• - Process all claims within 10 working days
• - If dissatisfied with our service regarding a
  claim settlement, may lodge a formal complaint
  which will be responded to within 15 days
• Monthly case/claims reporting

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SOME OF OUR OSHC WORLDCARE CLIENTS
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Thank you