Building a connected assistance ecosystem

Looking at LGA’s developments in 2025, what new initiatives or partnerships best capture where the organisation is heading next?

In 2025, LGA didn’t just strengthen its foundations, it expanded them across new and complex markets. We deepened our operational footprint in Iraq ,Egypt and Saudi Arabia, combining digital health transformation, compliance leadership, and maritime capability across the region.

Through Anatolia Travel Assistance in Turkey, we extended our European reach while broadening strategic partnerships across Asia, connecting with advanced healthcare networks throughout the region.

Our growth this year wasn’t about geography alone, it was about building a connected assistance ecosystem that unites ministries, hospitals, and global partners under one regional system of trust and innovation.

LGA has shifted from a reactive ‘help when needed’ model to an integrated, solutions-driven approach. What were the key enablers – technological, cultural, or strategic – that made this transformation possible, and how do you measure its impact?

The transformation began as a cultural shift, not a tech project.

Like I always say at LGA, we don’t provide assistance, we provide solutions. That mindset became the core of our culture and later evolved into digital products that changed how we operate.

HPASS, our automated provider-selection system, was even shortlisted for an ITIJ Award – a sign that innovation is now part of our DNA.

Through our Client and Provider Portals, we created a direct connection between both sides of the operation – enabling clients and medical providers to access case data, approvals, and costs in real time.

That connectivity turned transparency into an operational standard, not an option. We built cross-market verticals that let best practices in fraud detection, maritime operations, and digital systems travel faster across regions.

Today, we measure impact not by how many cases we handle, but by how many we prevent, and that solutions-driven approach has already reduced claim leakage by up to 30% in several markets.

In Egypt’s healthcare transformation, LGA has played a bridge role between policy and implementation. How did the organisation align national health priorities with private-sector innovation to achieve real digital integration and better patient outcomes?

In Egypt, we’ve moved from simply assisting to actively shaping national healthcare decisions.

I initiated direct dialogue with H.E. Dr Khaled Abdel Ghaffar and the National Committee for Medical Tourism, translating discussion into action ‘The Red Sea emergency hotline and stronger inspection systems’.

With full partnership and support from the Ministries of Health and Tourism, our digital platforms, including HPASS and the E-Card, are now aligned with government systems bridging policy and practice.

And this collaboration is only the beginning; we’re soon unveiling an initiative that will reshape Egypt’s medical assistance landscape entirely.

In 2025, LGA didn’t just strengthen its foundations, it expanded them across new and complex markets

Operating in high-risk or low-trust environments, like Iraq, demands a different kind of credibility. How has LGA’s transparency and compliance framework evolved to not just meet, but set, new standards for ethical and effective assistance delivery?

Working in challenging regions isn’t new to us. LGA has always delivered assistance where others hesitate.

But Iraq is different: a complex, highdemand market that required structure, credibility, and speed.

In Iraq, we introduced a dual-level fraud investigation system and a central verification registry to ensure full transparency and eliminate falsified documentation. We also expanded our corporate and maritime assistance services, offering medical coordination and cost containment for crews and business travellers across Iraqi ports and cities.

Through local partnerships with compliancecertified providers, Iraq has become a model of regulated, ethical assistance – proving that even in difficult markets, LGA delivers reliability, accountability, and measurable impact.