Why choosing the right assistance company is critical to claims success

The Covid-19 pandemic was a challenging time. With restrictions on border controls and hospital facilities being stretched, it really showed the importance of a good assistance company. We partner with Healix as part of our Accident and Health cover.

Healix provide medical and security assistance. Healthcare and risk experts are available 24/7 to manage any situation, provide support for employees and, if necessary, evacuate them. With Healix’s 'follow the sun' model, they’re available 24/7/365 from Global Operational Centres. 

Healix are backed by an extensive and credentialed international healthcare provider network. They're able to leverage skills, relationships, and initiatives to deliver the most appropriate treatment. This is done quickly and cost-efficiently, all without compromising on quality.

In this particular case we reflect on when an employee of our customer's business was working in the Middle East, when he presented with classic Covid-19 symptoms. However, his condition quickly worsened, which is where we and Healix needed to step in.

The incident

The employee initially reported abdominal symptoms and was treated with medication. However, the following day he quickly developed respiratory symptoms, breathing difficulties, a sore throat, fever, slight photophobia and lethargy. The employee had been in isolation for two weeks already but had shown no improvement, and so Covid-19 was suspected.

In the following few days, the employee deteriorated further. He became pale, grey, with a waxy complexion, and generally very unwell. He also experienced loss of appetite, resulting in significant weight loss. He commenced on IV fluids, antibiotics and oxygen with little improvement.

Local medical teams advised that the employee needed further specialist investigation and management. However, the type of medical intervention needed was not available in-country. There were concerns he would deteriorate further and so needed to seek medical help from elsewhere.

Due to the unrest in the Middle East, it was deemed extremely dangerous to transfer patients to a local hospital, which in this instance was required. There were road blocks in place, and the employee would also pose a significant kidnap risk.

Unfortunately, the employee’s condition worsened even further. He began to experience respiratory distress and had to be taken to a military hospital in the closest major city. Due to the severity of the medical condition, an air ambulance with a biological containment unit was required to move him to a suitable medical centre of excellence.

Working together to support our customer, and their employee, when they needed us most

Our customer’s and their employee's health and wellbeing is always at the forefront when these types of issues arise. As an insurer, we deliver our promise of providing assistance and support in their times of need.

We consulted with our A&H partner, Healix, in the first instance of learning of the employee’s condition and situation. Within the space of just two days, we worked with Healix to:

• Establish aircraft availability with a trusted air ambulance partner. It needed to have an international standard patient biological transfer containment unit (isolation pod)
• Liaise with Middle Eastern health authorities to allow the patient to be transferred
• Liaise with UK health authorities to allow the employee to be repatriated
• Arrange a UK hospital bed at a specialist Covid-19 medical facility
• Obtain flight clearance for the air ambulance
• Arrange specialist road ambulance vehicles in the Middle East and the UK for airport transport
• Repatriate the patient successfully to the UK for ongoing treatment

This real-life story showcases just how important it is, as an insurer, to have a great assistance company. Their expertise and round-the-clock support is often invaluable to our customers in great times of need.