Efficient resolutions lead to customer loyalty

You have been with Servisegur for over eight years. What have been the biggest changes you've seen in the industry during that time?

Over these eight years I have witnessed a radical transformation in the travel insurance sector. The most significant change has been the acceleration in digitalisation, especially following the pandemic. We have evolved from manual processes to automated systems that enable faster and more efficient resolutions. Telemedicine has transitioned from being a novelty to becoming a fundamental pillar of our service, allowing immediate medical care regardless of the traveller’s location.

We have also observed a shift in customer expectations. Previously, travellers accepted prolonged waiting times – now they demand immediate responses and 24/7 service. This has forced us to completely rethink our operational structure and adopt technologies that allow us to offer a truly global and immediate service.

Claims handling has had a digital revolution recently. What technology is Servisegur harnessing to help with case resolution?

At Servisegur, we are currently implementing a comprehensive AI-powered platform that will automate a significant portion of the claims management process. We are in the process of deploying machine learning algorithms for automatic incident classification, which will significantly reduce initial response times. Our technology implementation includes data recognition systems that will automatically process medical invoices, reports, and related documentation.

We developed a mobile application that allows users to report incidents in real-time, attach photos and documents, and receive instant updates on their case status. The integration with global medical providers enables us to coordinate appointments and treatments directly from our platform, eliminating intermediaries and accelerating care.

How have recent geopolitical events affected the assistance you offer, and how do you overcome these challenges?

Geopolitical instability has required us to become much more agile and proactive. We’ve invested in monitoring systems and intelligence partnerships that provide early warning indicators, allowing us to contact travellers before situations escalate.

We've also diversified our provider network globally, maintaining multiple partnerships in each region so we can quickly pivot if one becomes unavailable. These challenges have ultimately strengthened our resilience and ability to maintain consistent service regardless of global events.

Telemedicine has transitioned from being a novelty to becoming a fundamental pillar of our service

You offer 24-hour in-house medical support from your headquarters in Madrid. Has your location been advantageous to the business, and if so, why?

Madrid represents an exceptional strategic location for our operations. Its geographical position allows us to efficiently coordinate with European, Latin American, and Asian destinations, covering multiple time zones with local teams. Spain’s high-quality medical infrastructure provides us access to specialists who understand both European standards and the particularities of international healthcare systems.

The multilingual capacity of our Madrid team, with proficiency in Spanish, English, Italian and Portuguese, facilitates direct communication with travellers and medical providers in our main markets including growing our Latin American market. Additionally, European data protection regulations and medical quality standards give us international credibility and facilitate agreements with global insurers.

Telemedicine has become a huge part of medical assistance. What does Servisegur offer in this sphere?

Our telemedicine service operates as a virtual extension of our medical team, offering specialised consultations 24/7 in multiple languages. We work with the best telemedicine partners to provide care in different languages, with electronic prescription capabilities compliant with local regulations in almost every country. This ensures patients can purchase medications directly at local pharmacies without complication. We maintain complete electronic medical records for continuity of care.

All telemedicine services are fully integrated with local in-person care. When patients require physical examinations or treatment, our system ensures a smooth transition from virtual consultation to physical treatment, providing comprehensive care that addresses both immediate needs and clinical limitations of remote medicine.