Medical coordination
Medical-assistance activity and provider communication are organised around the event and agreed instructions.
Returns: current need, action, provider and status
Line dossierLine 05 — Accident & Health
05
Sports medical and foreign travel, around the clock.
These claims arrive wherever the insured is, in whatever language they speak, often outside office hours. The operating model is the service.
A person answers, the right medical or travel support starts, and the file is moving before your office opens.
Operating brief
Specialist from the first assignment.
A&H programme managers · travel MGAs · collegiate and club schemes · Lloyd’s coverholders
- Accident & health claims
- Sports medical & athletic injury
- Foreign travel & travel medical
- Repatriation coordination
- Multilingual intake, any hour
- Collegiate & club schemes
Line-specific operating procedure
The file starts moving before the office opens.
- 01
Section 01 · Intake
Receive anywhere
Capture the insured, location, event, medical or travel need and immediate communication requirements through a 24/7 multilingual front door.
Output
Acknowledged assistance fileControl
Identity and escalation script - 02
Section 02 · Coordinator
Coordinate support
Bring together medical assistance, travel support and repatriation activity around the needs of the event.
Output
Documented assistance planControl
Authority and service boundary - 03
Section 03 · Service
Maintain contact
Keep the insured and programme updated while documents, providers and changing circumstances are recorded.
Output
Current chronology and actionsControl
Contact and escalation diary - 04
Section 04 · Examiner
Resolve & learn
Complete the claim record, outcome and reporting so a varied international book remains visible and reviewable.
Output
Closure and programme dataControl
Completeness review
Operating lanes
Assistance and claim control move together.
A time-sensitive event can involve a distressed insured, providers and programme stakeholders in different locations. One record keeps those conversations aligned.
Travel support
Travel disruption and practical assistance are coordinated alongside the claim record.
Returns: arrangements, documents and next contact
Repatriation
Where required, repatriation activity is coordinated with clear ownership and communication.
Returns: plan, approval and progress record
Programme reporting
Structured capture makes varied incidents across locations and languages reviewable as one book.
Returns: consistent outcome and service data
Quality architecture
Control is designed into the file.
Reviewable at every handoff
Protocol 01
Human escalation
The intake path recognises when a live person and immediate coordination are required.
Protocol 02
Clear ownership
Every open action has an owner and the insured has a consistent point of communication.
Protocol 03
Authority boundary
Assistance activity and claim decisions follow the programme’s agreed roles and escalation path.
Protocol 04
Communication record
Contacts, documents, approvals and changes remain visible in a single chronology.
Illustrative file view
Account / claim
Live operating record
Status
In review
01
Event summary
Insured, location, event facts and immediate need.
02
Assistance plan
Providers, arrangements, responsibilities and approvals.
03
Contact chronology
Insured, programme and provider communications in sequence.
04
Outcome data
Resolution, documents, service activity and closure status.
The deliverable
A calm, current record for a high-stress event.
The programme sees what the insured needs, what has been arranged, what requires authority and when the next contact will happen.
Structured around the client’s instructions and review needs.
Who we work for · Accounts we serve on a&h. · Approved vendor & trusted partner
K&K InsuranceSports & entertainment GL
Star CasualtyFNOL · customer service
Nonprofits Insurance AllianceLiability investigations
National GeneralIntegon · The General
Relationships are held across the Global Group Claims Corp. portfolio of companies.
Flexible by design
Use one front door, one claim team, or both.
Path 01
End-to-end programme
Always-on intake, coordination, examination, communication and reporting under one procedure.
Path 02
Front-door service
Add multilingual capture, acknowledgement and routing to an established assistance or claim operation.
Path 03
Specialist assignment
Bring in focused coordination or claim handling for a defined event or book.
Connected propositions
Start here
Put a&h claims in motion.
Tell us the line, the states and the volume. We will map the right operating model and show you how the first file moves.