In 2026, what are the key global issues and challenges facing the cost containment side of the business?

Cost containment has never been an issue for us, as it has always been our core mission and long-term objective. Whenever we establish a partnership with a provider, our primary focus is to negotiate and secure the best possible pricing. This allows us to maintain competitive medical policy prices while ensuring our clients’ satisfaction and comfort through affordable insurance solutions.

These efforts extend beyond our local clients to our international partners, which is what makes us highly competitive in the market. In a time of rising medical costs globally, our structured cost containment approach remains one of our strongest pillars.

Are there any parts of your operations where a ‘non-digital’ approach is still better?

No-one can deny that technology and digital evolution play a vital role in improving efficiency and enhancing processes. However, the human touch remains at the heart of the care we provide.

As a company committed to humanitarian assistance locally and globally, our call centre will always maintain a human-centred approach. Our medical staff prioritise direct communication, empathy, and personalised support – especially in sensitive cases where compassion cannot be replaced by automation.

How is Swan looking to expand and strengthen its network of medical and support service providers? Are there any countries or regions that Swan is looking to expand or solidify its presence in?

Over the past few years, Swan has significantly strengthened its footprint across the MENA (Middle East and North Africa), the Gulf, and Africa, where we already operate with direct billing capabilities in key markets including Lebanon, Jordan, Iraq, Syria, Saudi Arabia, Bahrain, Kuwait, Oman, the UAE, Qatar, North and Sub-Saharan Africa, as well as Cyprus and Turkey.

In a time of rising medical costs globally, our structured cost containment approach remains one of our strongest pillars

Our priority today is not only expansion, but consolidation – ensuring that every provider within our network reflects our ethical standards, compliance framework, and operational excellence.

Strategically, we are currently focused on:

• Completing and strengthening our network coverage across Africa
• Restructuring and reinforcing our presence in Egypt through direct contractual relationships to ensure transparency and quality control
• Expanding further into Asia, which represents a key growth corridor for international assistance
• Strengthening our footprint in Europe
• Continuing to grow in Australia and Canada, where we are already operational and actively developing both our travel portfolio and provider network.

This expansion is driven by the evolving needs of our international assistance and travel insurance partners, as well as our Swan Insurance Management Agency (SIMA) portfolio under the Group’s managing general underwriter (MGU) structure. Our objective remains clear: to offer controlled, reliable, and ethically aligned assistance solutions wherever our partners require us.

As a company that operates across the Middle East and North Africa, what are the key cultural and religious considerations when handling complex cases (medical and funereal) in this region?

Operating across the MENA region requires strong cultural awareness, particularly in complex medical or funereal cases.

To ensure culturally sensitive and respectful support, we have offices in Bahrain, Jordan, Tunisia, and other countries, staffed with multicultural and multi-faith agents. All teams operate under a unified structure guided by shared values and standards.

Operating across the MENA region requires strong cultural awareness, particularly in complex medical or funereal cases

When arranging escorts or assigning medical agents, we take into account the patient’s cultural background, religion, and gender to ensure comfort, dignity, and trust throughout the care process.

In an increasingly digital world, how is Swan enhancing its operations through new technology?

At Swan Group, digital innovation is built internally. Over the past 15 years, we have developed our own software development company, Swan Pro, which created our internal system, Cygnet. This platform connects our offices, medical and travel clients, MGU operations, and healthcare providers, ensuring faster, more transparent, and reliable service delivery.

In addition, we developed our mobile application and teleconsultation platform Sanad, meaning ‘support’ or ‘backing’ in Arabic. These solutions enhance accessibility, communication, and ensure a smooth and efficient client experience.