AIG Market Education – Business Travel

Leaving the Postal Code Duty of Care & Product Solutions

November 3, 2015Toronto, Ontario

Scott WarnerSenior UnderwriterConsumer Insurance | Accident & Health+1 416 596 4037Scott.warner@aig.com

Michelle DagenaisSales Director Consumer Insurance Canada Cell 647 624 2019 | Bus 416 596 4119 michelle.dagenais@aig.com |

Now is the time.For all good men.

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• Discuss the new realties of business travel

• Review business travel products

• Provide a clear understanding of the product landscape for business travel risks inside and outside Canada

• Understanding security coverage

Objectives & Understandings

TODAY’S PRESENTATION

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DUTY OF CARE

• Imposed by statute (legislation and common law in many countries).

• Business travel may be anything from service personnel on daily routes or assignments up to business convention or long term international work assignments.

• Breaching Duty of Care may give rise to an action alleging negligence and may result in damages, depending on jurisdiction. In Canada, companies can be found criminally and financially liable under the Criminal Code.

Employers must take “reasonable steps” to protect workers, whether they are in Canada or working internationally.

This Duty of Care extends to business travellers and international assignees, and may extend to their dependents.

Travel Duty of Care

Assess

Inform

Update

Assist

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Understand potential liabilities & risk

Mandate travel training

Monitor world events

Real time communication to employees

Put appropriate procedures in place to proactively react to incidents (i.e. terrorism, kidnap, extortion, etc.)

Utilize travel tracking software to know where your employees are at all times

Access to 24/7 emergency assistance services

Cyber security

RISK MANAGEMENT – HUMAN CAPITAL

86% of corporate travellers believe that their firm has a legal obligation to

support them while abroad

Source: Journal of Infectious Disease; “Health problems after travel to developing countries” April 15, 2010

38% of travellers said they never do any research on the country they visit

78% said they never carry an emergency phone number

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Based on a study of health problems experienced by 100,000 individuals who travelled to a developing country for one month, the following could be expected to occur:

• 50,000 will develop some health problem (1 in 2)

• 7,992 will see a doctor (1 in 13)

• 5,000 will be confined to a bed (1 in 20)

• 1,111 will be incapacitated in their work (1 in 90)

• 50 will be admitted to a hospital (1 in 2,000)

• 30 will be evacuated (1 in 3,300)

• 1 will die (1 in 100,000)

BUSINESS TRAVEL HEALTH FACTS – BEYOND THE G7

Source: Journal of Infectious Disease; “Health problems after travel to developing countries” April 15, 2010

PRODUCT SPECTRUM

Business Travel Accident

Out of Province

Assistance Services War Risk

Expatriate

Security Evacuation

BUSINESS TRAVEL ACCIDENT

Accidental Death & Dismemberment • More extensive than traditional group products

• Improved benefit schedules and amounts

• Provides benefits for Death, Dismemberment or Loss of Use of Limbs, Sight, Speech or Hearing Paralysis

Numerous enhancements available Fractures Burns Coma Dependant Child Education Medical or Security Evacuation generally available

Assistance and other services available

EMERGENCY MEDICAL INSURANCE

• Trips or assignments up to 180 days (6 months)

• Medical expenses paid up to $5,000,000.00

• Excess of government plans

• Emergency Medical Evacuation up to $300,000.00

• Travel Assistance embedded or add on

• War Risk exclusion buy out

• Security products

• Spouse and Dependent coverage may be purchased

• Basic Markets Employee/Employer groups Member groups—Unions; associations through membership Universities/Colleges for international students

EXPATRIATE MEDICAL INSURANCE

• Trips or assignments over 180 days and as long as 5 years or more

• Medical expenses paid up to $5,000,000.00

• Primary coverage for medical, covers preventative as well as emergency

• Emergency Medical Evacuation up to $300,000.00

• Travel Assistance embedded or add on

• Claims payment to providers and clinical networks

• War Risk exclusion buy out

• Security products

• Coverage for domestic dependents and spouses may be available

• Dental coverage, routine dental care as well as accidental dental care

• Coverage for families with employee on assignment also available

• Maternity coverage for children born on assignment included

TRAVEL ASSISTANCE

Flight delays, unpredictable weather, lost or stolen luggage and other travel hassles are an unfortunate reality of travel today. Assistance is essential to the international traveller

• Embassy and consulate information

• Immunization, visa and passport information

• Emergency cash transfer assistance

• Foreign exchange, ATM and weather information

• Identification Theft Protection assistance and services

• Emergency language interpretation

• Lost or stolen documents and luggage assistance

• Member-only travel assistance website access

• Medical and trip itinerary information may be pre-loaded to the Assist company

CONCIERGE SERVICES

Travellers also find 24/7 concierge and personal assistance services, valuable

• Restaurant referrals and reservations

• Ground transportation coordination

• Event ticketing

• Golf tee time and reservations

• Wireless device assistance

• Driving directions

• Retail store locator

SECURITY ASSISTANCE

Through the support of a global network of security experts, products may provide an immediate response for minor security incidents to truly life-threatening events

• Secure evacuation assistance

• Security and safety advisories, global risk analysis and consultation specialists

• Urgent message alerts, reporting and dissemination

• 24/7/365 response services to assist employees, customers and their families during anI

incident

• Online access to up-to-date intelligence

• Breaking news

• Worldwide threat assessments and incident reports

• Detailed country reports

• Travel tracking software packages and interfaces to travel management systems

DEALING WITH THE UNEXPECTED

FPO

AIG

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• Local first responder 911 in the US 119 in Japan 999 in Great Britain Assistance company Carry the card

• Who gets called? Employer Family members What is protocol?

Know Who To Call

• Prescription medication Names differ

• Immunizations

• Contact numbers

• Physician consultation

• Research travel destination

• Facilities Determine closest And the best

Plan Before You Travel

EXPECT THE UNEXPECTED

MEDICAL EVACUATION PROCESSThe medical team follows an established process to ensure that customers receive the best possible care

A case is opened• Name, location, contact, condition/situation

If evacuation is due to medical necessity• Access account profile in case management

system

• Evaluate patient and facility

• Establish acuity of condition

• Determine adequacy of facility to treat condition

Method of transport and destination determined• Enroute requirements, speed of transport, facility

capabilities, political and other factors

• Provider availability and selection

• ETA to patient resources

Family/employer updated with evacuation status

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BEHIND THE SCENES OF A MEDICAL EVACUATION

Determinethe Need

GatherInformation

Plan Logistics

Monitor and Communicate

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ENGAGE ASSISTANCE COMPANY TO AFFECT BEST RESOLUTION

Determine Need

Medical team gives professional assessment

Reviews case & medical report

Speak with local treating physician

Liaison with Insured’s personal physician if appropriate

Determine adequacy of medical facility, evacuation methods, and travel recommendations

Gather Information

Information is critical to assessment & success

Name & local contact info

Situation report

Medical / police reports

Travel info (dates, location)

Medical contacts (local, home)

DOB, passport, visa

Travel companion(s) & their demographics

Language needs (client, family, local medical provider)

Plan Logistics

Assistance organization plans the logistics

Continuous updates to family, employer, medical providers

Identify home physician, hospital, & secure admission

Review insurance information

Request quotes & secure transportation provider arrangements

Monitor & Communicate

Monitor the employee’s progress & timing

Consider factors affecting timing & contingency plans

Close the loop on outstanding issues

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REAL-TIME SUPPORT FOR EMPLOYEES

Case Study: AFRICA Case Study: JAPAN

• Employee in Africa with undiagnosed gastrointestinal complaints

• Remote location

• Limited transportation options

• Evacuate in stages

• Medical condition not stable

• Stabilization in S.A.; surgery in Paris

• Host of logistical, medical, & family issues to address

• Potential evac cost: $135K; insurance covered all expenses

• Natural disaster: earthquake & tsunami

• Medical concern was threat of nuclear poisoning

• Heavy phone traffic inquiring for information

• Identified radiation expert to provide information

• Air-lifted medical supplies, i.e. potassium iodide

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• Employee has a heart attack while travelling in Asia

• Serious vehicle accident with injuries in Alaska

• Wrongful detention of employees in DRC

• Employee assaulted and followed in Brazil

• Employee is trapped in hotel in Mali during coup

Incidents

DO YOUR CLIENTS HAVE A PLAN

86% - Think their company has a legal obligation to ensure their safety while travelling abroad on business

54% - Carry no specific contact phone number for use in a crisis abroad 52% - Would consider legal action if they were not supported properly 46% - Work for firms with no clear travel security policies 36% - Have little confidence that their firm would provide correct information during overseas

emergencies 22% - Have no idea who to alert in case of an emergency

Source: Boart Longyear Security Services 2012

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• Travel policy

• Country risk assessments

• traveller pre-trip information/education

• Active travel tracking/communication during trips

• Ability to inform on change of risk during travel period

• Access to 24 hour advice and assistance

• Coordinate translation or language services

• Procedure to follow in an emergency

At a minimum should contain

Travel Management Program and Security Support Services

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Forbidden countries (extreme risk)

Restricted countries (very high risk)

• Prior approval from executive committee

• Only with approved security/transportation arrangements

Approved modes of travel

• Restriction of commercial airlines in some nations

• Charters (prior approval required)

Aggregation of employees on planes

• Max total per conveyance

• Max number of board/executive committee members

Clear approval process for exceptions to policy

• Head of business

• Executive committee

Clearly outline parameters

STARTING POINT – TRAVEL POLICY

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Need to assess the employees’ suitability for travel

• General fitness for duty

• Health risks

• DVT

• Heart disease

Pre-trip exam based on work environment

• High altitude

• Extreme heat or cold

Access to pre-trip information

• Cultural awareness

• Security environment

• Travel risks

• Health risks (immunizations needed, endemic diseases, etc.)

Healthy, Secure = Productive

ASSESSMENT & EDUCATION OF EMPLOYEES

COMMON SENSE BUSINESS TRAVEL TIPS

Courtesy AIG Travel Guard © 2015 All Rights Reserved

Detachable file for your professional use

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Business Travel and Insuring the Business Traveller

Duty of Care

SUMMARY

Products

Assistance

• Business travel is more abundant today than in the last 30 years

• Destinations and assignments often involve areas less than secure or possibly dangerous

• Employer (your clients) have a duty to care for business travellers

• Business Travel Accident

• Out of Canada Emergency Medical

• Expatriate or long term assignment coverage

• Travel assist needs

• Security products to address new threats to travellers.

• Working with all stakeholders to ensure event free productive business travel

Travel Risk Management

• Understand the travel needs relative to your client’s business

• Help them outline a travel policy, who travels , where and what services do they require

• Educate business travellers, assess and plan for a response to the unexpected

American International Group, Inc. (AIG) is a leading global insurance organization serving customers in more than 100 countries and jurisdictions.  AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer.  In addition, AIG companies are leading providers of life insurance and retirement services in the United States. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

Additional information about AIG can be found at www.aig.com | YouTube: www.youtube.com/aig | Twitter: @AIGinsurance | LinkedIn: http://www.linkedin.com/company/aig 

AIG is the marketing name for the worldwide property-casualty, life and retirement, and general insurance operations of American International Group, Inc.  References to “we”, “us”, “our” or any like term shall be a reference to AIG as defined above, namely American International Group, Inc., together with its affiliates and subsidiaries, as required by the context.  AIG Insurance Company of Canada is the licensed underwriter of AIG Property-Casualty insurance products in Canada.  Coverage may not be available in all provinces and territories and is subject to actual policy language.  Non-insurance products and services may be provided by independent third parties.  The AIG logo and AIG are trademarks of American International Group, Inc., used under license by AIG Insurance Company of Canada.  Additional information about AIG Canada can be found at www.aig.ca

 

The data contained in this presentation is for general informational purposes only. The advice of a professional insurance broker and counsel should always be obtained before purchasing any insurance product or service. The information contained herein has been compiled from sources believed to be reliable.  No warranty, guarantee, or representation, either express or implied, is made as to the correctness or sufficiency of any representation contained herein.

 

© 2015 American International Group, Inc. All rights reserved.