You have been with Foyer Global Health for over three years, but in the industry for much longer. What do you see as the main challenges the industry faces at the moment?

We cannot mention the challenges in the health insurance industry without mentioning digitalisation, which is not new, but is not solved yet, if it will ever be due to the constant innovations in our ecosystem.

We also all notice the vast potential of artificial intelligence (AI) in customer service, and in claims and operations management.

Data consistency, data usability and related regulations are additional challenges enhanced by the fact that countries have different approaches due to their own culture and a pinch of protectionism. The notion of safety and security becomes more prominent, especially in more volatile regions in which instability has increased during the last couple of years. Individuals want to feel safe while abroad, no matter the place and the situation. Partnering with leading security service providers is a must to ensure quick responses in case of emergency. I have witnessed firsthand how our merger with Globality Health was a great opportunity to unite and combine our resources. I believe that our company is now better equipped to support international clients and brokers.

What changes have you seen in the IPMI sector over the last few years?

The changes in the international patient medical insurance (IPMI) sector have largely been driven by the rise of the digital nomad community – a tech-savvy population with a strong focus on convenience, who want immediate access to health and who frequently move across borders. As with all other insurance companies, Foyer Global Health has adapted to the growing demand for more digital solutions, including the immediate availability of doctors. It pushed the health insurance industry to challenge and improve the digital journey of our clients.

Meeting the needs of both conventional expats and globally mobile individuals is, nowadays, a necessity to remain competitive on the market

Prevention, once a differentiator, has become a commodity. That said, we continue to focus on traditional business models. Meeting the needs of both conventional expats and globally mobile individuals is, nowadays, a necessity to remain competitive on the market.

As the rise of digital nomads and globally mobile individuals continues apace, IPMI has become even more important. What is Foyer Global Health offering to this group?

Foyer Global Health recognises the unique needs of digital nomads and globally mobile individuals who value flexibility and short response times in the ‘tiktokisation’ of our service. We offer them a full range of digital-first services that fit their lifestyles. Our customers have access to a user-friendly and fully digitalised client portal, where they have all the details about their coverage in one glance. The portal also included 24/7 access to online consultations, mental-health coaching and wellness programmes. We have been also using WhatsApp and Instagram etc. for a few years now to ease direct communication with individuals. Our standard offering is richer as we increased our assistance network which improves our service for country hopping.

What new technology is Foyer Global Health using to help with additional challenges and opportunities in the sector?

Foyer Global Health has undertaken several projects over the last few years to enhance our service and products and increase efficiency. As part of our collaboration with Teladoc Health, we have launched new telemedicine services mentioned above, and a brand-new eCare portal.

We have further optimised our claims reimbursement process through optimal character recognition (OCR) supported automation processes. By leveraging this technology, we have significantly reduced the manual effort on low-value claims, allowing the teams to dedicate more time to customer care and more complex cases.

For some of the claims we even introduced full automation for immediate payment whenever the claim is received. This year the focus is also about integrating a new infrastructure such as multi-modal, modern and secure core system. We are always looking for ways to make things better and easier for our customers. We hope to make a real difference in our customers' healthcare experience.