From air ambulances to artificial intelligence

You have been in the industry for almost 25 years. Can you tell us what has changed the most in that time?

The industry has undergone significant growth and transformation, with an increase in assistance and insurance providers expanding global capacity to respond to medical needs. The development of more hospitals reflects rising healthcare demand, while public awareness has improved, despite ongoing challenges around affordability. Operationally, the industry has become far more dynamic, with faster air ambulance responses, improved communication across Sub-Saharan Africa, and more efficient airline repatriations reducing MEDIF clearances from several days to approximately 48 hours.

How do you see the role of assistance services evolving in emerging markets over the next five to 10 years?

With increased global awareness of travel insurance and medical coverage, demand for assistance services continues to grow. While the industry has historically remained low profile, it is now evolving rapidly. There is growing collaboration across the sector, with closer alignment between assistance companies, insurers, healthcare providers, and airlines ultimately streamlining processes and improving patient outcomes.

How is AIMS adapting to technological advancements such as artificial intelligence (AI), telematics, and digital platforms in travel assistance?

AIMS is actively embracing technological advancements and aligning itself with the evolving landscape. We benefit from a diverse, multi-generational workforce, which provides a balanced approach to innovation and experience.

Our IT, Human Resource Development and Network departments are making significant progress by upgrading existing systems and implementing new digital solutions. These improvements are already evident in the cases we manage, enabling AIMS to operate more effectively and deliver faster, more reliable services.

How important are partnerships and global networks in ensuring effective assistance services?

Partnerships and global networks are fundamental to delivering effective assistance services. Trust and clear communication are essential components of any successful collaboration. While agreements can be formalised, a lack of trust can undermine even the strongest partnerships.

At AIMS, we are guided by our core values: dignity, humanity and respect. These principles have enabled us to build and maintain strong global relationships. As a result, when AIMS is entrusted with patient transfers from remote areas, clients can be confident that patients will be moved within 12 to 24 hours to a P1 hospital, where comprehensive medical disciplines are available in close proximity, ensuring optimal patient outcomes.

What trends are you seeing in customer expectations, and how should assistance companies respond?

Several key trends are shaping customer expectations:

Fraud in certain regions: in countries such as Nigeria, Uganda, and the Democratic Republic of Congo, there are instances where minor medical cases are exaggerated, with service providers inflating bills in collaboration with patients. As the industry is aware of these highrisk regions and facilities, stricter controls and preventative measures should be implemented to address this challenge.

Private room expectations: many insurers do not explicitly include private room coverage in their guarantees of payment (GOPs). However, patients often expect private accommodation, leading to frustration when approvals are delayed or availability is limited. Greater clarity from insurers regarding coverage would help manage expectations and improve the client experience.

Copayments: while some clients are aware of copayment requirements, others are not, or may refuse to comply. This can create tension between the client, hospital, and assistance provider. Clear communication prior to admission is essential to avoid misunderstandings.

Repatriation expectations: patients, particularly those evacuated from remote areas with accompanying family members, often expect full coverage for accommodation, meals, transportation, and return travel. While AIMS proactively clarifies these aspects with insurers when involved from the outset, gaps can arise when expectations are not clearly communicated. Transparency between insurers and clients is critical in managing these expectations effectively.