Menu
iPMI Magazine Is Proudly Sponsored By:
For a healthier journey.

iPMI Magazine Speaks With Fiona Greenwood Operations Manager Rowland Brothers International

In The iPMI Picture: Fiona Greenwood Operations Manager Rowland Brothers International. In The iPMI Picture: Fiona Greenwood Operations Manager Rowland Brothers International.

Rowland Brothers International has pioneered international repatriation for over 45 years organising repatriation for families, insurance and assistance companies, corporations, government departments, airlines and funeral directors.

Their international repatriation service transports the deceased all over the world from any destination to any destination. Rowland Brothers International’s multi-lingual team are fluent in Spanish, French, German, Portuguese, English, Italian, Polish and Russian. They can help you with any queries you have regarding the repatriation service, with no obligation.

In an ever riskier world, emergency medical evacuation and repatriation insurance coverage is essential, for offshore workers, expatriates, business travellers and tourists. Why?

Fiona Greenwood: National and international travel for work or pleasure is an accepted part of normal life in the twenty first century. With this increase in people moving around the world, there is a higher incidence of exposure to risk and untimely or unexpected deaths occurring. This is why it is recommended that independent travellers and businesses ensure that their employees are adequately protected with the right insurance policy to cover every eventuality.

According to Saga, 9 out of 10 people who pass away overseas are brought back for funerals near Fiona Greenwood: home. What are the main complexities in providing repatriation of mortal remains services?

As an experienced company, we understand that it can be a distressing and difficult time for family and friends who are dealing with the repatriation of a loved one. There are many complexities in the repatriation process, such as understanding the role of coroners, consuls and local authorities. All of this can be a daunting experience, especially whilst a family is mourning. RBI ensures our experienced team understand our client’s needs, whilst managing the intricacies of the repatriation process on their behalf.

You have a respected track record as an international funeral director. What is most important when providing these services?

Fiona Greenwood: RBI has high standards which we aim to deliver on at all times, working with our business or personal clients. We pride ourselves on all the services that we deliver and ensure that standards are maintained in all aspects of our work. We ensure that our national and international partners have adopted our protocols, so we meet our business and customer service standards at all times.

Some insurance policies have apparently introduced limits on how much they will pay for repatriation. What do you think?

Fiona Greenwood: Where limits are placed on cover, or if cover is declined, our expertise in the industry will allow us to quickly research what works best, financially, culturally and emotionally for the family.

Cover for overseas burials can be low. Does such an option prove a common alternative to repatriation?

Fiona Greenwood: We have found that overseas burials are usually requested because the deceased’s family either want to bury their loved one in their country of birth, perhaps in or near an existing family plot. If cost is an issue, our experienced staff will discuss other alternatives, which could include local cremation and then repatriation of the ashes. Rowland Brothers International will discuss all options based on the circumstances of the deceased and the request of the family. If required, the option of a local burial can be arranged, but in our experience it’s not very common.

The success of an insurance policy may be proven when one makes a claim, but in a world of pre-existing conditions, exclusions, extreme sports, badly worded policies and an aging population, how well does insurance perform in protecting members against such risks?

Fiona Greenwood: We do not get involved in the policy assessment, but we are always available to assist families by discussing their situation to find a solution.

According to Saga, the average repatriation claim is £3,800 - although a spokesman said claims could be higher from more remote locations. How much does it really cost?

Fiona Greenwood: International repatriation costs vary depending on the point of origin within a country, and the final destination sought. Other factors are taken into account, such as preparation of the deceased, the type of coffin or casket used, fees for documentation, flights, clearances, and airport transfers. Carriage of personal effects adds cost as they are packed and carried separately. Our familiarity with these protocols, and our loyal provider network, means we can cost contain due to the number of repatriations we manage worldwide.

What documentation is required for customs clearance when a deceased is repatriated?

Fiona Greenwood: Documentation varies between countries. Understanding this complex process is where our expertise comes into play. We obtain the correct combination of documents to meet national and international requirements, including permits to leave one country for a funeral in another, and co-ordinate flights and clearances to make the repatriation a seamless operation. Each case is different, and progressed individually by our expert team.

A call comes in from an insurer that you assist. One of their members has been involved in a serious accident in a remote area of Thailand and the unthinkable has happened. Case details are sketchy however it is clear the member has passed away and the insurer wishes to repatriate their mortal remains to their home country. What would happen next?

Fiona Greenwood: This is not uncommon, and we deal with this type of real life scenario daily. Our starting point would be to gather as much detail as possible, especially with regards to the deceased and contact details of the next of kin from the Insurer. We would aim to contact the designated person immediately, so we can understand their requirements and guide them through the process of repatriation. We would also provide a daily update to the Assistance Company, who can obtain regular updates via our business portal. Our aim would be to simplify the process for the family during their time of mourning, ensuring that they are receiving a professional, courteous and sympathetic service at all times.

The recent earthquake in Italy reminds us just how powerful Mother Nature is and that mass casualty situations are a risk faced by all. What capabilities do you have to assist in mass-casualty situations?

Fiona Greenwood: RBI is Mass Casualty Specialist with a network of experienced agents across the globe whom we work with on a daily basis. We have been called upon previously to utilise our experienced network of agents when a major disaster has occurred.

New technology, low oil prices, civil unrest and BREXIT can all affect travel, tourism and expatriation. How will the industry develop in the coming years?

Fiona Greenwood: Geopolitical changes can affect repatriation. RBI has adapted over the last forty five years, developing worldwide repatriation strategies from popular holiday resorts, remote and high risk areas. Tragedies which happen away from home are often unexpected and unpredictable, but with a sound process and experienced global network, we will continue to offer successful repatriation solutions for our clients.

Interview first published in International Medical and Evacuation Strategies 2016

back to top

International Private Medical Insurance Executive Interviews

iPMI Magazine Speaks With Jerome Droesch, CEO, Cigna, MENA

In this iPMI Magazine exclusive interview, Christopher Knight, CEO, iPMI Magazine, sits down with Jerome Droesch, CEO, Cigna following his appointment as Chief Executive Officer for the Middle East and North Africa (MENA) region and Board Member of Cigna’s joint venture operations in India and Turkey. Firstly, congratulations on your new appointment and thank you for sitting down to speak with us. May you introduce yourself and background in the international medical insurance market? My...

18-03-2019 Executive Industry Interviews

iPMI Magazine Speaks With Marco Giacomelli, CEO, Generali Global Health (GGH)

In this exclusive iPMI Magazine interview Marco Giacomelli, CEO at Generali Global Health (GGH) talks about going for growth and outlines how the Generali Global Health operation he established just four years ago is growing its reputation in the international PMI and health insurance space. In such a crowded market, what has been the main factor behind your success? One of the main secrets to our success is working very closely with our intermediary...

23-10-2018 Executive Industry Interviews

iPMI Magazine Speaks With David Powell, CEO Global Solutions, UnitedHealthcare Global And Claude Daboul, Managing Director, UnitedHealthcare Global Europe

In this exclusive IPMI interview, iPMI Magazine speaks with David Powell, CEO Global Solutions, UnitedHealthcare Global and Claude Daboul, Managing Director, UnitedHealthcare Global Europe about their recent movement into Europe's IPMI market, including the launch of the new IPMI plan "BeHealthy". Please introduce yourself and role at United Healthcare:  David Powell: My name is David Powell and I am CEO of Global Solutions for UnitedHealthcare Global. I am responsible for leading customer-centric health care...

22-10-2018 Executive Industry Interviews

iPMI Magazine Speaks With Reg Allatt, CEO, Global Excel Management Inc.

Please introduce yourself and background in the international medical insurance market: My name is Reg Allatt and I’m the CEO of Global Excel. I’ve been in this business now for over 30 years. My family started in the travel health insurance product side in Canada in 1984 and our organization has since evolved into the largest international healthcare risk manager specializing in the U.S. market. I’ve been with the company since...

19-04-2018 Executive Industry Interviews

iPMI Magazine Speaks With David Healy, CEO EMEA, Aetna International

Congratulations David on your appointment as CEO of EMEA for Aetna International. How are you settling into the new role? So far so good. The first impression you get of Dubai, apart from the sunshine and high-rise buildings, is the energy of the place. It feels like the pace is fast; it’s an engaging and high-energy business environment across all sectors. And a great multi-cultural environment in which to work. You...

27-03-2018 Executive Industry Interviews

iPMI Magazine Speaks With Arjan Toor, CEO International Organisations, Global IPMI & Africa, Cigna

In this IPMI industry exclusive, Christopher Knight, CEO, iPMI Magazine, sits down with Arjan Toor, following his recent appointment as CEO International Organisations, Global IPMI & Africa, Cigna.  Congratulations on the appointment Arjan. How are you settling in? I’d like to start by saying I’m delighted by the opportunity to lead Cigna’s International Organisations (IGO and NGO) & Africa organisation, in addition to leading Global IPMI. It’s an exciting time to join this fantastic...

01-03-2018 Executive Industry Interviews

iPMI Magazine Speaks with Andrew Apps Marketing & Distribution, Expacare LTD

In this IPMI industry exclusive, Christopher Knight, CEO, iPMI Magazine sits down with IPMI industry veteran Andrew Apps, following his recent appointment at Expacare LTD. Firstly, congratulations on the new appointment Andrew and thank you for taking the time to speak with us. How are you settling in to the new role? Thank you Chris, and always a pleasure. Busy would perhaps be an understatement and the reaction from the iPMI market has...

26-02-2018 Executive Industry Interviews

iPMI Magazine Speaks With Marco Giacomelli, Head Of Generali Global Health

Marco Giacomelli, Head of Generali Global Health (GGH), outlines how the IPMI operation he established just three years ago is growing its reputation and developing innovations. You are relatively new to the IPMI market, tell us how it all began? In 2014, Generali took the strategic decision to create a dedicated business unit and specialised brand specifically focused on the International Private Medical Insurance (IPMI) market. Until that moment, I had been building...

23-11-2017 Executive Industry Interviews

iPMI Magazine Speaks With Tom Wilkinson, CEO of AXA’s Global Healthcare Business

Please introduce yourself and background in the international private medical insurance industry: I joined AXA PPP International as Managing Director in 2014, after previously filling the roles of Director of Marketing, Director of Strategy and Proposition and Director of Strategy, Planning and New Markets at AXA Wealth. Since then, I have taken over responsibility for all AXA branded international private medical insurance, becoming CEO last year. My understanding of the need for international...

17-05-2017 Executive Industry Interviews

iPMI Magazine Speaks With Richard Di Benedetto President Aetna International

Please introduce yourself and background in the International Private Medical Insurance industry: Richard di Benedetto: I’ve spent much of my career in the healthcare industry. Prior to Aetna International, I served as chief executive officer at Euromedic International, a leading European private medical services provider of diagnostic services, laboratories and cancer treatments. Before Euromedic, I spent 15 years with GE Healthcare in a variety of roles, most recently as president and...

23-03-2017 Executive Industry Interviews

iPMI Magazine Speaks With Fiona Greenwood Operations Manager Rowland Brothers International

Rowland Brothers International has pioneered international repatriation for over 45 years organising repatriation for families, insurance and assistance companies, corporations, government departments, airlines and funeral directors. Their international repatriation service transports the deceased all over the world from any destination to any destination. Rowland Brothers International’s multi-lingual team are fluent in Spanish, French, German, Portuguese, English, Italian, Polish and Russian. They can help you with any queries you have regarding the repatriation...

21-03-2017 Executive Industry Interviews

iPMI Magazine Speaks With Mr John Casey CEO Pacific Cross International

Mr. Casey has a long history in the ASEAN region and is currently in the Philippines. He is currently both President & CEO of Pacific Cross (Philippines) and Chief Executive Officer and Director of the holding company of his group’s health insurance and related businesses in Thailand, Indonesia, Philippines and Vietnam. Prior to his current appointment, he was President of a US life insurance company in the Philippines. Aside from directly...

20-03-2017 Executive Industry Interviews

iPMI Magazine Speaks With Andrew Apps Head Of Global Healthcare Bellwood Prestbury About International Private Medical Insurance for High Net Worth Individuals

Please introduce yourself and background in the International Private Medical Insurance (IPMI) market: Having enjoyed 32 years working in the PMI industry, the past 26 years exclusively in the international sector, I have gained firsthand experience of how both insurers and intermediaries operate, enabling an understanding of the way each side behaves and the changing demands of one of the insurance industry’s fasting growing sectors. As a seasoned traveller and former expatriate...

10-03-2017 Executive Industry Interviews

iPMI Magazine Speaks With Ian Youngman About International Private Medical Insurance (IPMI)

Please introduce yourself and background in the international private medical insurance industry? I was an ACII and for many years worked for brokers and insurers in the London insurance market in a range of roles. These included negotiating national schemes and policy wordings, market research, product development, product comparisons and marketing/advertising. And I was a co-founder of the General Insurance Market Research Association. In the last - cough - years I have made...

25-04-2016 Executive Industry Interviews

iPMI Magazine Speaks With Generali Global Health Senior Team

Paul Tidy, Jamie Marshall and Paul Winstanley recently joined Generali Global Health in senior positions. Here we put them on the spot as they each settle in to their new roles. iPMI Magazine Speaks With Paul Tidy, Chief Operating Officer, Generali Global Health Can you explain how GGH fits in with the rest of the Generali Employee Benefits Group? Paul Tidy: We are very much part of the same Generali team, we share offices...

09-03-2016 Executive Industry Interviews

iPMI Magazine Speaks With Ida Luka-Lognoné, CEO, Allianz Worldwide Care

Firstly, congratulations on the new appointment at Allianz Worldwide Care, how are you settling in? Thank you very much. I always think it can take a few months to settle into a new role, but I’ve been working within the Allianz family for the last fifteen years, so there have been no major culture shocks as I’m very familiar with the company. I have strong teams behind me in both Paris...

10-12-2015 Executive Industry Interviews

iPMI Magazine Speaks With Fiona Greenwood Operations Manager Rowland Brothers International

Fiona grew up in Spain, in the province of Tarragona, where her family moved when she was 7 years old.  She is bi-lingual in Spanish and English. As a teenager, she moved back to the UK with her family, and a few years later, moved again to work with an emergency assistance company in Dallas, Texas. After six wonderful years in Texas, she returned to the UK, and continued her...

03-09-2015 Executive Industry Interviews

iPMI Magazine Speaks With Arjan Toor Cigna Global iPMI Managing Director

Arjan brings over 18 years of experience in financial services across Asia, Europe and the US to his new role. With proven expertise in the development, marketing and distribution of a broad variety of insurance solutions, he is well positioned to lead Cigna’s Global IPMI business as they build out their position as a leader in the individual PMI industry. Please introduce yourself and background in the international medical insurance industry: Let...

25-08-2015 Executive Industry Interviews

iPMI Magazine Speaks With Hans Biekmann, CEO, Eurocross Turkey

What is Eurocross Turkey all about? Eurocross Turkey is a company that provides assistance and TPA services to national and international insurers and assistance organisations. We help Inbound Tourists, Expatriates, Health Tourists and Senior Citizens that may be living, working or visiting Turkey. We also provide assistance to Turkish nationals travelling abroad, the outbound market. Why a new assistance company in Turkey? Turkey is an exciting and booming market, and for...

19-06-2014 Executive Industry Interviews

iPMI Magazine speaks with Steve Rowland Partner Rowland Brothers

Please introduce yourself and back ground in the industry: My name is Stephen Rowland – people often ask how on earth did I get into this industry – the simple answer is that I was born and bred to serve in the industry – I am the fifth generation of the Rowland family to manage Rowland Brothers which was founded in 1873. We have four generations of the family working in...

09-12-2013 Executive Industry Interviews

iPMI Magazine speaks with Phil Austin, Head of Global Individual Private Medical Insurance at Cigna

Phil Austin runs Cigna’s Global Individual Private Medical Insurance business, based in Glasgow, Scotland. He first joined Cigna International in 2002 as Partnership Director for the UK corporate business. As Head of Cigna’s Global Individual Private Medical Insurance division, Phil is developing and implementing the company’s individual consumer strategy on an international scale and creating a world-class international individual business. He is also responsible for building the business segment and driving...

25-10-2013 Executive Industry Interviews

iPMI Magazine Speaks with Dr. Joachim Friese, Medical Director, MedCare Professionals

MedCare Professional offers national and international patient transport. We operate reliably and economically with leading insurance companies, hospitals and groups together, our team has won several awards for its outstanding quality. MedCareProfessional is as the name of the program: Only highly qualified medical staff takes care of the patient, our equipment is many-to-date national and international certifications out for us self-evident proof of our own standard of quality - as...

21-08-2013 Executive Industry Interviews

iPMI Magazine Speaks With Mr. Olivier LE FAOUDER, Managing Director, AOC Insurance Broker

Dubbed as one of the hardest working Health Insurance Brokers in the business, International Private Medical Insurance Magazine speaks with Mr. Olivier LE FAOUDER. Olivier is a certified European insurance broker and the Managing Director of AOC Insurance Broker, a leading Private Medical Insurance Broker with offices in Europe and Asia. AOC Insurance Broker help expatriates and travelers compare the best private medical insurance and international health insurance. AOC Insurance...

21-08-2013 Executive Industry Interviews

iPMI Magazine Speaks with Kim Connor, VP International Business Development, Global Excel

A graduate of Toronto’s Ryerson University, Kim joined Global Excel in 1995 and was one of the original members of the Managed Care team. She first worked as a front-line negotiator for in-patient cases, and then served as the Coordinator of Hospital Networks developing Global Excel’s extensive provider network.  Kim played a key role in the creation of the Corporate Client Services department where she was the Director from 2003–2006. She also...

21-08-2013 Executive Industry Interviews

iPMI Magazine Speaks With Mario Fernsebner, General Manager, Green Cross Zell am See Austria

International Private Medical Insurance Magazine talks ground ambulance and medical transportation with Green Cross Zell am See Austria, a fully independent and private company headquartered in Zell am See Austria. Since the 1980's The Green Cross Zell am See has been assisting and transporting patients by Land, Air and Sea. A leading private ground ambulance and medical transportation company working with Overseas Insurance Providers and Private Corporations, Green Cross Zell am See...

21-08-2013 Executive Industry Interviews

iPMI Magazine Speaks With Marie-Christine Exon-Gallé and Sophie Walker About iPMI Claims and Cost Containment

Marie-Christine Exon-Gallé ("MC") is a highly motivated bi-lingual, professional, senior Manager and an expert in global private medical insurance as well as the medical assistance sector in particular with exceptional proven experience and success in the Assistance-Claims industry over 30+ years. MC has built up a respected track record in these market sectors. She possesses an in-depth knowledge of Travel insurance, iPMI and an extensive understanding of its practical and technical aspects, as...

21-08-2013 Executive Industry Interviews

iPMI Magazine Speaks With Philip Catterton, Managing Director, Integra Global

Philip Catterton Managing Director of Integra Global is an American with 25 years of experience both in capacity of working with and living himself as an expatriate since 1989. He is a founding member of Integra Global which was established in 1999. Philip has personally steered the company strategy and pioneered technical advancements including Integra Global being the first provider to offer online enrollment and the full scale implementation of...

19-08-2013 Executive Industry Interviews

iPMI Magazine Speaks with Mr Patrick Leroy, CEO, Aria Assistance

Formerly Europ Assistance in the UK and Ireland and now independent, Aria Insurance Services Limited is built on expertise gained over 40 years in the UK and Irish markets. It provides insurance and assistance services in travel, motor, home emergency along with My Concierge Living Assistance and Premier Occupational Healthcare services. It also offers international private medical insurance through Aria International Health Solutions. Aria Insurance Services Limited tailors quality products...

21-05-2013 Executive Industry Interviews

iPMI Magazine Speaks with Mr. Guillermo Tejada, CEO, AeroMedical Escort Services

International Private Medical Insurance Magazine speaks with the CEO and President Mr. Guillermo Tejada at AeroMedical Escort Services. We talk about his 20 years of working experience in the medical transport industry, with a wide range of experience in Critical Care Management, Air Ambulance Fixed Wing, Pediatric Helicopter Critical Care and Emergency Medical Services with the NYC Fire Department. Please introduce yourself and your background in the Medical Transportation industry: My name is Guillermo...

21-03-2013 Executive Industry Interviews

iPMI Magazine Speaks with Mr. Chris Connor Vice President and Operations Manager, Life Flight International

Private Medical Insurance Magazine iPMIM, speaks with Mr. Chris Connor from LifeFlight International. Chris Connor is the Vice President and Operations Manager of Life Flight International Inc. Spending many years owning and operating several companies, Chris brought his management expertise to Life Flight International Inc in 2002 as Vice President and Shareholder. His experience in management has excelled the development of Life Flight International Inc. over the past decade. Chris’s...

21-02-2013 Executive Industry Interviews

iPMI Magazine Speaks with Mr. Rupert Dent, Managing Director, Air Medical

Leading Private Medical Insurance and Assistance Magazine iPMIM speaks with Mr. Rupert Dent. Mr. Rupert Dent is the Managing Director and Accountable Manager of AirMed. After 20 years in the Investment Banking industry, 12 of which were with what is now known as UBS Investment Bank, Rupert joined AirMed in 2003 as a Director and shareholder. His experience in corporate finance has helped in the development of AirMed over the last nine...

21-08-2012 Executive Industry Interviews

iPMI Magazine speaks to Mr. Brian Friedman, Founder and CEO, The Forum For Expatriate Management

Brian Friedman is the Founder and CEO of The Forum for Expatriate Management. A 30 year plus veteran of the Global Mobility profession, Brian was formerly CEO of both Ernst & Young's and previously Arthur Andersen's Human Capital Practice. Brian is uniquely triple qualified as a Fellow of the Institute for Personnel and Development, a Fellow of the Institute of Taxation and a Chartered Accountant. Brian also holds a Masters...

21-08-2012 Executive Industry Interviews

iPMI Magazine Speaks with Mr. Christopher Percival, Director, HealthCare International

Christopher has been a Director of HealthCare International since 2004 and prior to that held senior positions within the Banking and Financial Services industry in London. He is recognised, fully qualified and authorised by the Financial Services Authority in the UK and has over 25 years experience in the industry. HealthCare International has an energetic, dynamic and successful team, with more than 35 years’ experience in the Global International Health...

21-08-2012 Executive Industry Interviews

iPMI Magazine speaks to Mr. Brian Piper, Head of Business Development, Integra Global

Mr. Brian S. Piper, MBA, is the Head of Business Development for leading international private medical insurance provider Integra Global. Integra Global provides private medical insurance and expatriate health insurance worldwide. Mr. Piper started his career after completing business school at the Babcock School at Wake Forest University working with the Chamber of Commerce in Business Development and an adjunct professor at Winston-Salem State University. Following, he came to then...

21-08-2011 Executive Industry Interviews