CEGA - Medical Risk - Ebook

We Expect the Unexpected Solutions for Brokers, Corporates, Insurers, Governments and NGOs With the ever-increasing risk of diseases epidemics, terrorism and the need to travel to emerging markets, we’re here to support you when the unexpected happens.

Taking a look at the global picture

Amidst the volatile and unpredictable nature of world events there is an ever-increasing responsibility to proactively protect your people, clients and customers.

Fulfilling this duty of care demands world-class knowledge and expertise, minimising risk and ensuring the most appropriate action is always taken.

With us you’re in safe hands.

Overview

Introducing a different perspective CEGA is one of the leading global providers of medical assistance, travel risk and claims management services. We are uniquely equipped with a commercial understanding of travel, medical and security assistance and its implications for organisations and their people abroad.

Choosing the right partner to support you is key to mitigating risk. If your supply chain is fragmented, not only is there an increased threat of litigation and damage to your reputation, but you may also be compromising the safety and security of your employees, customers and clients.

We have a transparent and unique approach that avoids fragmentation. No other partner will provide you with one solution on one platform, managed by experts in their field ensuring that all consequences of overseas travel have been anticipated.

CEGA has over 40 years’ experience delivering joined up emergency travel and medical assistance services to many leading banks, insurance companies, government departments and other businesses. We help our clients demonstrate the value of their travel assistance and risk management strategy to their board, employees and other stakeholders.

We support over

5 MILLION customers

150,000 travel claims

300,000

40,000

70,000

1,400

medical screenings

global network providers

assistance files

repatriations

W: cegagroup.com | E: info@cegagroup.com

Our service

An approach that goes beyond beginning to end The reality of life on the ground is that once things go wrong travelling they can quickly spiral out of control. Dealing with fragmented components of a travel insurance policy can put you in a vulnerable position. CEGA provides reassurance and removes disruption caused from fragmented components.

Our unique end-to-end range of services are delivered on a bespoke platform, optimising customer experience and operational efficiency.

INSURANCE EVENT

1

ANTICIPATE Solution consultancy • Emergency and contingency planning services; proactive risk management and identification of risks • Medical planning, underwriting, and medical screening;

3

evaluation of pre-existing conditions, access to in-house medical experts, CEGA medical screening tool

ASSIST Solution delivery

• Pre-travel advice; provision

• Remote asset assistance in remote

on how best to protect health, identification of location hazards, climate and environmental risks, disease and vaccination advice.

2

CORE EXPERTISE Solution management • Claims management either as an extension to existing claims handling or as a third party • Unification of case management solution by integrating claims, assistance and sales on a single platform • Specialist fraud investigation skills with a fast turnaround with a lack of dependence on intermediaries

locations; Teledoc on demand remote medical care via mobile technology utilising Tempus/D-MAS • Medical and security assistance 24/7 multilingual assistance services for expatriates, employees and travellers on a global basis supported by a global network of partners and agents • Medical transfers experts in medical regulatory and logistical processes

Reducing risk

Duty of care today will reduce risk for tomorrow

Exceptional case management Exceptional optimum patient care We provide exceptional patient care by road, air, sea and rail; ensuring the most appropriate action is taken; from long-haul intensive care repatriations, to medevac from some of the most remote and hostile areas of the world, our staff are experts in the medical regulatory and logistical processes involved and customise each transfer in the most suitable and cost-effective way possible.

Evacuation and repatriation Evacuations can be necessary from countries hit by a natural disaster where road moves are unsafe, through to extractions from war zones or countries where trouble has erupted unexpectedly - trapping travellers in unstable and unsafe locations CEGA will crisis manage any incident and our in-house experts will design and manage the safest evacuation plan. We have the capability to deploy our own UK teams to assist on the ground if necessary.

W: cegagroup.com | E: info@cegagroup.com

Our network

Global assistance CEGA has a worldwide network of known providers held in a centralised platform.

This gives immediate access to providers and suppliers along with their respective capabilities and resources to enable quick decision making by our experienced case managers and in-house medical teams.

This comprehensive knowledge of over 70,000 providers has been built on more than 40 years’ experience of providing assistance globally across some of the most remote, hostile and challenging environments.

Standards are monitored throughout the network through direct visits and audit using our own medical or logistics teams; use of TP in-country agents; questionnaires and follow ups on any complaint or safety issues.

Additional knowledge is gained through our workings within the Astrum Alliance - a collection of major European based Assistance companies with a shared goal to use the collective expertise for monitoring of provider and supplier standards along with driving significant cost containment savings.

Claims

Claims management Occasionally circumstances arise that may mean travel plans change or a claim needs to be made. Claims can result from situations such as medical emergencies, baggage loss or travel cancellation and delays.

This is disruptive for the individual and challenging to manage. Swift and efficient claims handling as part of our end-to-end service includes; • Special fraud investigations • On-line claim tracking & payment • Direct payment and settlements • Replacement and retrieval of documents • In-house ticketing & visas

Case study

Our approach in action An employee of a multinational engineering company sustained a serious eye injury whilst working on a tug boat just off the coast of Iraq. His eye, which had been lacerated by a metal spike, needed urgent medical attention.

• The medical facility to which the

at altitude, potentially causing

next three days receiving full

patient had been admitted was

permanent loss of sight, brain

post-operative care.

not able to fully diagnose the

damage or even death.

injury, but it was able to detect large lacerations to his eye.

• The facility’s lack of specialist

A road ambulance was ready

Solution • 24/7 case management and

and waiting to transfer the patient

assessment of the individual

to hospital for urgent admission

with his treating doctor at the

diagnostic equipment made

local clinic in Iraq. Once his

it impossible to assess if there

condition had been established

were any foreign bodies still in his eye and if there was any damage to the retina or socket.

• The patient urgently needed a specialist ophthalmological assessment to establish the extent of the injury and the need for specialist treatment.

CEGA’s skilled medical team put patient safety first by transporting the man on a highly specialised intensive care air ambulance bound for Dubai, with sea level cabin pressure. Without sea level pressure the air could expand

A week after arriving at hospital, the patient was declared fit to fly home to South-East Asia and he returned to work just a few weeks later.

a suitable treatment plan was put in place. CEGA had previously arranged a PDR (pre-deployment report) and knew through the report and existing international knowledge, to transfer the patient to a specialist hospital in Dubai. The patient received the relevant complex eye

and within a few hours he was

treatment and post-operative

undergoing sight-saving surgery,

care. The allocated hospital

after CT scans had detected

was a trusted provider in

extensive damage and foreign

CEGA’s network, with a direct

bodies in his eye. A few days

billing agreement, regular audits

later he had a second successful

and due diligence checks.

operation, before spending the

Proudly Supporting:

Next steps:

How can we help?

If you would like to discuss your needs with us and find out more about how we can help, please contact Jody Baker, Commercial Director:

T: +44 (0)1243 621 000 ext 1619 | M: +44 (0)7702 123 553 E: jody.baker@cegagroup.com | W: cegagroup.com

CEGA is part of the Charles Taylor Group: a leading professional services company that has supported clients across the global insurance market since 1884. Today the group employs over 1,800 staff in 71 offices spread across 29 countries in the UK, the Americas, Asia Pacific, Europe, the Middle East and Africa. This gives CEGA access to worldwide resources and expertise that complement its own extensive global network.