MAWDY: staying close to travellers in real time
Huguett Herrades, Head of Providers and Claim Cost Control at MAWDY, talks to us about personalised support, partnerships, and the importance of telemedicine
Travel opens the door to unforgettable experiences, but it also takes people far from the comfort of home. At MAWDY, we understand that when someone is abroad, what matters most is feeling protected and supported. Our commitment is simple: every traveller should have a trusted partner by their side, ready to step in with solutions whenever and wherever they’re needed.
Our commitment is simple: every traveller should have a trusted partner by their side
Personalised support
Customer satisfaction guides everything we do. That’s why we’ve built a model centred on personalised support, powered by a high-quality global network of providers and advanced technology – all working together to deliver a seamless, reliable experience.
At the heart of this model is our real-time case management platform. Through a dynamic global map, we maintain end-to-end visibility across all active service requests worldwide, ensuring full coordination at every stage. Each traveller’s case is displayed with clear, structured information – from case number and traveller details to requested service and current status – and is prioritised for fast, efficient handling. This continuous oversight enhances communication with both providers and travellers, ensuring timely updates and consistent support throughout the process.
A network without borders
Our network is designed to provide coverage in virtually any destination. We combine direct agreements with hospitals and clinics in our travellers’ key destinations with the support of trusted local partners in lowervolume markets, ensuring access to care wherever a case arises.
What truly sets us apart is our rigorous selection of specialised providers – partners equipped to deliver tailored support in any context. Service quality and cultural understanding are at the core of our partner selection process. This ensures an exceptional experience even in the most complex situations.
In recent years, telemedicine has become a transformative force in travel assistance. Through medical video consultations conducted in the patient’s own language – wherever they are in the world – and with minimal wait times, travellers receive immediate, high-quality care. The service includes prescriptions that are valid in more than 100 countries, enabling customers to access medication in major travel destinations. If needed, medication can also be delivered. As a result, most cases are resolved without requiring in-person visits or even interrupting the trip. Today, more than half of all telemedicine-eligible cases are managed through medical video consultations, and 95% of users rate the service as highly valuable – a clear reflection of its impact.
Our network is designed to provide coverage in virtually any destination
Huguett Herrades
Head of Providers and Claim Cost Control at MAWDY
Huguett joined MAWDY in 2019 in the Chile unit, working in the technical claims area. In 2021, she relocated to the Madrid headquarters, taking on specialised responsibilities in claims analysis and management. Since 2023, she has led the Global Providers area as Head of Providers and Claim Cost Control, following key leadership roles within Operations. She is a qualified actuary and holds an MBA.
March 2026
Issue
In this month’s ITIJ we examine the digitisation of healthcare across the Americas, plus we look at how embedded insurance is disrupting the traditional insurance market. We also investigate Latin American medical assistance provision and ask how can the industry build awareness and engagement among consumers.
Editorial Team
The Editorial Team updates the ITIJ website daily, and works on features for the print edition. With expert industry knowledge and years of experience in writing about complex travel insurance issues, the Editorial Team is ready to investigate and report on the topics that matter most to ITIJ's readers.
February 2025
Issue
Offering readers a deep dive into the issues facing providers and payers of healthcare services around the world. Cost containment, international patient department development, the role of AI in healthcare delivery and more.
