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International Assistance Group Supervisory Board: New Chairman, New Members

Mr. Daniel Cornudella has been appointed as the new Chairman of the Supervisory Board of the International Assistance Group (IAG), the leading global alliance of independent assistance organisations. The Board also sees a number of other appointments from partner organisations within that alliance.

Mr. Cornudella is Assistance Director and Director of International Relations at RACC, Spain’s leading automobile club. RACC is serving to more than 800,000 members and over 5 million different drivers and travellers, providing both medical and roadside assistance. He had previously served on the Supervisory Board before his appointment.

“My intention is to develop the Strategic Plan initiated in 2017, with particular attention to extending the network and quality delivered,” said Mr. Cornudella. He added: “Digitalising process is a key element that will help our Partners interact faster and more efficiently as our services grow in all areas of medical, roadside and security assistance.”

The Supervisory Board is the governing body of the International Assistance Group and composed of senior management of those Core Partner organisations who are also shareholders. It is elected for a two-year term at the Annual General Assembly, the last one being held in Lyon last October. Mr. Cornudella succeeds Mr. Michael Marquardt who will remain on the Supervisory Board.

Joining the Supervisory Board are: Markus Detel (Deputy CEO & CFO, Medicall, Switzerland), Thomas Davidson (President, On Call International, USA), and Peter Tangstrom (Director of Operations, SOS International, Netherlands). They will serve alongside: Will McAleer (President, World Travel Protection, Canada) who will take up the role of Vice Chairman, Michael Marquardt (Chairman, AA International, Indonesia) the previous Chairman, Pascal De Medeiros (Deputy CEO, Filassistance, France), Rodrigo Canasi (CEO, Iké Asistencia, Mexico), and Faruk Ertug (Deputy General Manager, Remed Assistance, Turkey).

Read more International Assistance Group news and articles on their micro web site on iPMI Magazine, click here.


Chinese Travel Expansion: International Assistance Group Welcomes HealthLink As Core Partner

China’s leading provider of mobile health services, HealthLink, has been appointed as an additional Core Partner to the International Assistance Group (IAG), the world’s largest medical and travel assistance alliance.

The decision by IAG’s Supervisory Board followed scrutiny by an internal panel of experts on operational capability, quality and financial standing in accordance with the group’s processes in place for selection at all levels, including an onsite audit. It is the first time that IAG has admitted a third Core Partner in respect of a single country recognising not only size, but also cultural requirements. The China Outbound Tourism Research Institute (COTRI) predicts that overseas trips by the country’s residents will increase from 145 million to more than 400 million by 2030.

“This appointment indicates the flexibility of our working model to meet the needs of key markets by welcoming strong local presence to contribute to our established practice of shared knowledge, involvement and development. The size and cultural requirements of China and the needs of Chinese travellers abroad is ideally suited to our collaborative way of working,” stated Cécile Hermetz, IAG’s General Manager.

Founded in 2008 and headquartered in Beijing, HealthLink’s network covers 2,863 urban cities and regional areas and with an exclusive direct relationship, through China Fast Rescue Alliance, to 289 emergency alarm centers and tens of thousands of hospitals through the 120 emergency number, where they are able to act as a first point of contact. Employing over 350 people including medical staff, HealthLink is able to cater for the demands of international inbound travellers meeting the challenges of language and cultural barriers.

On gaining the IAG Core Partner status, HeathLink’s CEO Derek Deng commented, “We are extremely proud of attaining this level within such a reputed global alliance of independent assistance companies. It will enhance our international operational network through the Partners and Accredited Service Providers of the IAG.”

According to a Joint Travel Report issued by China Tourism Academy with Ctrip, China’s largest online travel agency, outbound trips reached 130 million in 2017, up 7% from the previous year. Furthermore, whilst Thailand and Japan remain to be the two largest destinations, places like Morocco, Turkey and Tunisia are seeing huge growth in visitor numbers, where preferential exchange rates and reduction of visa requirements have played a part.


Cross Border Telemedicine And Psychological Crisis Management: International Assistance Group Appoints Eutelmed As Accredited Service Provider Globally

Adding a significant layer of service to its partner companies, International Assistance Group (IAG) has appointed Eutelmed as a global Accredited Service Provider to offer psychological support in crisis situations ranging from family issues to large scale tragic events.

Pioneer in cross-border telemedicine since 2010, Eutelmed is a leading international healthcare provider for expatriates. Eutelmed provides a telemedicine approach covering 30 languages and cultures across all continents of the globe. The company is staffed by clinical psychologists and psychiatrists, speech therapists, general practitioners and dermatologists. This is supported by 150 clinical healthcare professionals globally who can be called upon to manage cases locally and on a 1-2-1 basis where necessary.20 000 users are seen each year, 95% of which are foreign nationals, in Africa, North, Central and South America, Asia, Europe, Indian Ocean, Middle East, Oceania, and the Pacific.

With expertise in training, prevention and crisis management, Eutelmed’s client base includes major global corporate entities as well as health and insurers. Apart from dealing with family issues in areas such as stress, anxiety, depression, suicide, bereavement and addictions, they have been involved with major crisis response including the recent terrorist attacks in France involving many nationalities, as well as the deployment of 20 psychologists to a major incident in 2015 where 106 expatriates from 20 nationalities who were later evacuated.

“The needs of travellers and expatriates now demands a more holistic approach to wellbeing rather than merely concentrating on clinical treatment. The challenge often rests in cultural differences,” said International Assistance Group’s General Manager, Cécile Hermetz.

“Sadly, we are also seeing an increase in tragic large-scale events where victims extend beyond those that require emergency medical treatment and where counselling and psychological support is very much needed,” Ms. Hermetz added.

Eutelmed’s E-Health Director, Dr. Bernard Astruc stated, “Eutelmed’s focus is to help people where there are challenges posed by language or culture. Our capabilities are tested and proven, and we are delighted that International Assistance Group has appointed us to serve their alliance of assistance Partners across the globe.”

Read more international medical and travel assistance news from the International Assistance Group by visiting their micro web site on iPMI Magazine, click here.


Expanding UK Based DoctorCall Becomes An International Assistance Group Accredited Service Provider

With the increasing demand to have non-emergency medical consultations dealt with promptly for international clients, the International Assistance Group (IAG), has appointed DoctorCall as an Accredited Service Provider for the UK.

Seeing 10,000 patients a year, 40% of which are foreign nationals, DoctorCall is the longest and leading provider of private home visiting medical services for international visitors to the UK with its staff of 30 physicians.

Founded in 1989 as a private home call physician service solely in London, DoctorCall now includes an assistance department to help find those services around the UK, 24/7 telemedicine consultations plus their own clinics based in London’s financial business district and West End as well as Manchester. In the last two years their acquisitions have included: SOS Doctors, Night Doctor and the Dr Dorothy Kelly & Associates clinic.

DoctorCall serves assistance companies from around the world, each with differing cultural needs, such as The United States, Canada, Brazil, Argentina, Chile, China, Japan, Spain, France, Germany, Singapore, Australia, New Zealand, India, Pakistan, Saudi Arabia, Russia, and Ukraine.

“We are delighted to have DoctorCall as an Accredited Service Provider providing this level and scope of quality service to all our Partners in our global alliance,” said International Assistance Group’s General Manager, Cecile Hermetz. “Whilst this will be of immediate benefit we need to be mindful that the future acceptance of the European Health Insurance Card (EHIC) is still unknown after the UK’s exit from the EU in March 2019. The existing challenge of receiving non-emergency treatment in the UK will potentially increase and it is important to have solid options,” she added.

With a 90-minute call-out time in the Greater London area, DoctorCall has prided itself on offering the comfort of convenient treatment in privacy and at a fixed cost. Now, immediate 24/7 telephone consultations with a physician will enable the patient to be directed to a local practice elsewhere in the UK if necessary.

DoctorCall’s CEO Dr. Charles Levinson, expands on the demand services outside the public sector: “Strains on the public sector and demands from international clients signal an increasing need for our services. Having been established for a long period of time and with an eye on innovation in delivery, we have, and will continue, to meet those needs. We are proud to have attained Accredited Service Provider status within the International Assistance Group.” 


Apollo Hospitals Group, The Leading Healthcare Provider In India, Has Been Accredited As Preferred Provider Of International Assistance Group

International Assistance Group (IAG), the world’s largest alliance of independent assistance companies recently accredited Apollo Hospitals Group as Preferred Provider for all clients in need of emergency medical care in India.  

As India’s first corporate hospital, the Apollo Hospitals Group has a robust presence across the healthcare spectrum and has emerged as one of the foremost integrated healthcare providers in Asia.

Starting in 1983 with a 150-bed hospital, the Group now operates 9,200 beds across 64 hospitals and has the distinction of receiving the country’s first Joint Commission International (JCI) Accreditation in 2005 and this year the company has been accredited as Preferred Provider Hospital for International Assistance Group (IAG).

The Group’s legacy of ‘touching lives’ stems from the four pillars of their philosophy – excellence, expertise, empathy and innovation. It has touched the lives of over 45 million patients from 121 countries. This focus on quality has become one of the group’s strongest credentials. It is the one of the building blocks in the trust of Apollo brand.

“We are honored to count with five Apollo Hospitals (in Bangalore, Chennai, Hyderabad, Kolkata, and New Delhi), which are now accredited as the IAG Preferred Providers in India. Over the past years we have seen an increase in tourism in India; in consequence our clients need medical services that adhere to the highest international standards. Apollo Hospitals has proven to be the healthcare system in India that our Partners can rely on,” mentioned Cécile Hermetz, General Manager, International Assistance Group.

Apollo has set up an International Patient Services Division to ensure that the experience of overseas patients is safe, comfortable and hassle-free. Apollo’s International Patient Services offer a host of additional services such as: airport pick-up & transportation, accommodation, direct admission arrangements, scheduling of appointments, language assistance, liaison services with insurance companies and travel related assistance.

The Group has dedicated Centers of Excellence for several key specialties. They are unique and state of the art facilities spread across several of the Apollo hospital location and each Centre of Excellence stands out as a citadel of quality.

Apollo considers as their prime responsibility to provide high quality clinical care to all patients, putting the patient at the core of their operations. The Group has developed robust quality standards, used expert diagnoses and treatment plans and enhanced infection and safety protocols to render patients the most appropriate treatment. Centers of Excellence include: Heart Institutes, Cancer Institutes, Spine Surgery, Institute of Neurosciences, Critical Care, Institute of Robotic Surgery, Institute of Orthopedics, Institutes of Transplant, Nephrology & Urology, Institutes of Gastroenterology, Institutes of Robotic Surgery, Preventive Medicine, and Institute of Obstetrics & Gynecology.

Technology driven

At Apollo, healthcare systems leverage technology to build integrated healthcare delivery models, which facilitate seamless electronic medical records, hospital Information systems and telemedicine-based health outreach initiatives, for enhanced access to medical care.

Another critical manifestation of widespread technology has been the amazing advancement in medical equipment and Apollo has repeatedly pioneered the introduction of such innovations in India – Robotics, Cyberknife, Novalis TX, 320 Slice CT Scanner, TrueBeam, PET Suite, Proton Beam.

International Assistance Group is proud and pleased that its network of Partners is able to rely on the excellence of Apollo Hospitals, a pioneer of modern day emergency care in India.


AirCARE1 International Becomes Preferred Air Ambulance Provider For International Assistance Group (IAG)

AirCARE1 International has been selected to become a preferred Air Ambulance provider for the prestigious International Assistance Group (IAG). The International Assistance Group® is a global network of Partners and preferred providers from all sectors of assistance services located in over 170 countries throughout the world.

Selection to become a preferred provider for the IAG is based on a highly stringent selection process based on industry recommendation, adherence to the highest quality performance standards, and financial stability. Being a preferred provider of the International Assistance Group provides AirCARE1 International global operational benefits by utilizing proprietary resources to efficiently coordinate and perform patient transports worldwide.



International Assistance Groups Renews iPMI Magazine Sponsorship For The 4th Consecutive Year

International Private Medical Insurance Magazine (iPMI Magazine) is proud to announce that International Assistance Group have renewed their advertising for another year.

International Assistance Group is a worldwide commercial alliance of independent companies spanning all the links in the assistance value chain. The primary objective of the network is to help its members grow organically, offering true quality and health-focused outcomes. In order to achieve this, IAG constantly develops, recruits and trains a comprehensive global network of quality assistance experts and accredited provider partners.

The alliance is so widespread and influential on the market that the group can negotiate competitive terms from providers involved in supplying world-class assistance. International Assistance Group is a limited incorporated company in Paris (France), regulated under the French law and owned by its partners. The group was formed in 1992 by five European companies with the aim of helping each other offer quality assistance to cases. The group’s success has attracted accredited companies from every continent and it now boasts 49 partners and a turnover of over €678 million. More than 6,000 employees take care of 76 million end users. Last year, International Assistance Group® handled over 3.9 million cases and 30,000 repatriations, through 54 continuously attended medical call centres.

Founded in 1992 by five European companies, this alliance now enables all of the 49 partnered organisations to reach more of the assistance market through the close co-operation with other organisations in the network, thus increasing their competitiveness. And all of this while retaining their independence. Partners located all over the globe share local knowledge and resources, which is then harnessed into a worldwide service detailing common processes, performance standards, IT systems (such as a members-only proprietary database), and pooled purchasing.

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AirLink Ambulance joins International Assistance Group as Preferred Provider in Mexico

International Assistance Group’s unique Partnership Program has significantly increased its network of companies within the assistance industry, in the last two years, and has experienced an unexpected success in America. AirLink Ambulance has been accredited as its Preferred Provider in Mexico. This company has been nominated for three times in a row for the “Air Ambulance of the Year” Award given by the International Travel Insurance Journal.

AirLink Ambulance, established in the USA in 1998, is a full service air ambulance company, with corporate offices and aircrafts operating from Guadalajara, Mexico. With 65 medical, aviation professionals, and support staff, the company provides world-class air ambulance evacuations within or from Mexico, or any other Central and South American country, and the Caribbean- including Cuba. Under its direct operation, AirLink Ambulance controls all of the human and material resources and protocols required to provide the highest quality air ambulance service, and has completed over 2000 air ambulance flights. They have undergone thorough on-site inspections various times, and have been accepted as a preferred provider by some of the major insurance and assistance companies, embassies, and cruise lines in the world, now including International Assistance Group. The air ambulance company offers international and national bedside-to-bedside services, as well as ground ambulance services and medical escorts. AirLink is the only Mexican air ambulance company that has the permits to legally fly to Canada.

“IAG is proud to complement its worldwide map of Air Ambulances Preferred Providers with Airlink Ambulance in Mexico. Airlink has been used for many years by IAG; the new Partnership will undoubtedly tighten up our relationship and enhance our knowledge of the challenges faced by air ambulances within that region,” expressed Cécile Hermetz, General Manager of International Assistance Group.

The company is the first air ambulance company, in this zone, that received the European Air Medical Institute (EURAMI) accreditation. AirLink´s standard team on their missions is always a doctor and a paramedic, however they add medical crew if required by the condition of the patient. Operational area, a meaningful asset AirLink Ambulance offers neonatal air ambulance services, in addition to pediatric service.

The company has invested in state-of-the-art equipment and specialized personnel to care for the transport of babies of any age in critical condition, including premature babies weighing less than 1 kilo. In addtion, they employ highly trained air medical teams. They provide doctors, and paramedics, at least one of each on all flights, along with additional specialized medical staff required by the patient’s condition, including ER physicians, cardiac specialists, orthopedists, pediatric specialists, surgeons, neonatal specialists and neurologists. The company flies approximately 60% adults and 40% children. Cases are divided as follows: 40% critical stable; 30% stable; 20% very stable; 10% critical instable.

“Most of the patients transported in or from Latin America need intensive care (in our case around 80%). Especially in Mexico and Latin America, it is sometimes hard to trust medical reports or comments of treading doctors, since experience tells that the conditions of patients are often quite different from the initial statements when the air ambulance crew arrives. That is also one of the reasons why we always send a doctor in our mission,” explained Dr. Blanca Garcia, Director of Medical Operations, AirLink Ambulance.

As an organization working with Mexican communities to improve their health, AirLink has always been involved in fighting against the problem of burnt children in Latin America. Hence, they work closely together with the Michou y Mau Foundation for Burnt Children in Mexico and with Shriners Burn hospitals in the US, where their team receives continuous Advanced Burn Life Support training.

For the Foundation, AirLink provides reduced price transport for more than 50 burnt children a year. AirLink performs to maintain a balance between the economic development of the business, but also the welfare of its employees, the society, and environment. For AirLink, social responsibility means sustaining the equilibrium between those two.

The role of AirLink´s business is to create and deliver services in a way that treats people fairly, meets individuals’ needs and aspirations globally, and encourages market and policy frameworks that enable a sustainable future. AirLink´s commitment is both passive, by avoiding engaging in socially harmful acts, and active, by performing activities that directly advance social goals.

Cultural diversity

AirLink is global in mindset, staffing, and activities. For a relatively small company located in a so called “uni-cultural” city, AirLink´s stands out for its cultural diversity. Employees from all over the globe (currently from the USA, The Netherlands, Canada, Colombia, Hungary, Italy, Morocco, and Mexico) work together and provide the organization with different views on the world, which makes thinking out-of-the-box easy.

Not only cultural diversity is remarkable, but diversity is notable in different ways in the organization such as: welcoming female pilots and maintenance workers, possibilities and solutions to take babies and children to the corporate offices and space for the practice of different religions are a few examples. AirLink´s employees are stimulated to participate in social activities.

The company has been recognized in numerous testimonials for the caring and compassionate service extended by its experienced, trained medical, flight, and customer service professionals.

About AirLink Ambulance

AirLink Ambulance is a full service air ambulance company, operating from Mexico. AirLink Ambulance provides air ambulance and medical escort services within or from Mexico, and any other Central and South American country including the Caribbean. AirLink operates and maintains its own fleet of aircrafts, which, as well as our corporate offices, are located in Guadalajara, Mexico, right in the middle of the American continent. Their geographical location gives them the advantage to serve the entire American continent, moving our airplanes from South to North or the other way around. AirLink provides their services mostly for expatriates and travelers, being contracted directly by the major insurance and assistance companies, embassies, and cruise lines located worldwide.

About International Assistance Group

International Assistance Group is a limited incorporated company in Paris (France) regulated under the French law and owned by its Partners. This worldwide commercial alliance of independent companies spanning all the links in the assistance value chain was formed in 1992 by five European companies with the aim of helping each other offer quality assistance. The group’s success has attracted accredited companies around the world and it now boasts 62 Partners and Preferred Providers (31 Core Partners, 13 Assistance Partners, and 18 Preferred Providers) and a turnover of over €1.3 billion. More than 6,700 employees take care of 138 million end users. Last year, International Assistance Group® handled over 6.0 million cases and 37,000 repatriations.


Broward Health International Joins The International Assistance Group

International Assistance Group (IAG) accredited its first healthcare system as Preferred Provider in the United States: Broward Health International.

The network continues its expansion in order to strengthen relationships between assistance companies, specialized providers, healthcare institutions, roadside services, and other players within the assistance industry. International Assistance Group counts with 66 Partners around the world, which are divided into three categories, Core Partners, Assistance Partners and Preferred Providers, which allows the group to cover the complete value chain of the assistance activity.

A new Preferred Provider has joined the group, Broward Health International, one of the largest and well known healthcare systems in the United States, located in Florida, with more than 75 years of experience. Broward Health International provides care and treatment each year to more than 2,500 international patient visits/admissions, many who arrive from across the world. Broward Health served over 238,000 patients last year. Entering into a foreign country can be overwhelming, especially when medical attention is needed.

However, this institution understands the needs of patients who require medical assistance abroad and offers a concierge approach to put patients’ worries at ease. A whole range of services is included in Broward Health’s portfolio from physician referral, medical documentation for Visa, coordination of physician and hospital visits, air ambulance coordination, assistance to traveling family members to travel planning, hotel accommodations, translation services, financial arrangements and more.

“Broward Health is honored to become a Preferred Provider of International Assistance Group. Broward Health is committed to providing excellent quality care for the International assistance companies and their patients. We believe the IAG relationship strengthens Broward Health’s position in the International Market Place”, declared Abbe Bendell, Senior Vice President & COO of Broward Health International.

30 Healthcare Facilities More than 1,700 of South Florida’s leading physicians collaborate with Broward Health’s team of 8,000 nurses and allied health care professionals to provide outstanding care to every patient within more than 30 healthcare facilities that are part of the institution. The Heart Center of Excellence at Broward Health Medical Center, one of the nations’ top centers for cardiovascular treatment, gives patients access to a medical team of experts and the most advanced technology needed to fight heart diseases and its related conditions.

As shown by a 99 percent patient satisfaction rating, the Surgical Eye Center exceeds national standards in outpatient customer service; this center performs more retinal procedures than any other hospital in Broward County. Other facilities are: Broward Health Orthopedic & Sports Medicine Center and the Lillian S. Wells Women’s Center. The institution offers as well cancer care and trauma services.

Cécile Hermetz, General Manager of International Assistance Group expressed “IAG is proud to include Broward Health International as a Preferred Provider in the United States in view of its existing relationship with its Partners and capabilities towards foreign travelers”.

3 Hospitals Serve Broward Health International Patients Broward Health Medical Center Broward Health’s flagship hospital, in Fort Lauderdale is Broward County’s largest and most established hospital. As the flagship for the Broward Health system, it is home to virtually every medical specialty. Broward Health North Is a community hospital featuring advanced technology that provides high quality, comprehensive medical services in a friendly, family-oriented atmosphere. Broward Health Imperial Point Consistently recognized for its outstanding patient satisfaction ratings.

About Broward Health

Broward Health, providing service for more than 75 years, is a nationally recognized system offering world class healthcare services to their neighbors in South Florida. Broward Health includes Broward Health Medical Center, Broward Health North, Broward Health Imperial Point, Broward Health Coral Springs, Chris Evert Children’s Hospital, Broward Health Weston, Broward Health Community Health Services, Broward Health Physician Group and Broward Health Foundation. For more information, visit:

About International Assistance Group  

International Assistance Group is a limited incorporated company in Paris (France) regulated under the French law and owned by its Partners. This worldwide commercial alliance of independent companies spanning all the links in the assistance value chain was formed in 1992 by five European companies with the aim of helping each other offer quality assistance to cases. The group’s success has attracted accredited companies from every continent and it now boasts 66 partners and a turnover of over €678 million. More than 6,800 employees take care of 77 million end users. Last year, International Assistance Group® handled over 3.9 million cases and 30,000 repatriations.

To learn and read more about IAG visit their micro site on iPMI Magazine, click here.



MSO is a new IAG Assistance Partner in South Africa

Since January 2012, International Assistance Group has set the course for a new strategy: forge partnerships with quality providers. Meant to help its 49 partners grow organically, offering true quality and health-focused outcomes, IAG constantly develops, recruits and trains a comprehensive global network of quality assistance experts and accredited provider partners.

Today, International Assistance Group is happy to inform you that a 14th Partnership has been signed since January. MSO (Medical Services Organisation) has been approved as a new IAG Assistance Partner after a strict selection process. MSO, located in South Africa, is operational for medical cases in Republic of South Africa as well as in sub-Saharan countries.

Glenn Staples, Business Dev Director is happy to present MSO: "MSO International provides healthcare risk management services to the African and South African market with over 1 million contracted lives from private healthcare and insurance companies. MSO's strategy of providing a comprehensive managed care solution across Africa provides healthcare funders with significant and unique advantages that improve their competitive position. Since 2008, MSO has expanded its operations to include a dedicated international division with over 50 staff to manage claims, cases and admissions for international clients with members in Africa. With its head office based in Johannesburg, South Africa and access to more than 6,000 contracted providers across the African continent, MSO International provides the optimal healthcare solution for Africa".

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Medical, Travel And Technical Assistance


A guide to leading international medical and travel assistance companies and providers, operating within leisure, expatriate and corporate business travel markets globally.