Assistance Stories

What happens when insurance stops waiting for claims - and starts paying automatically? In this episode of Assistance Stories, Tom & Elliott sit down with Chris Lee , Head of Strategy at Blink Parametric , for a fascinating deep dive into the world of parametric insurance, AI, data, and the future of customer experience in travel insurance. Chris explains how Blink’s technology detects events...

In this episode of Assistance Stories , we explore one of the most practical innovations transforming the assistance industry: cashless payments through virtual credit cards . James and Elliot are joined by Sabine Radun, CEO of Valora International Assistance (formerly BringOff Assistance), we dive into how a simple idea - issuing instant virtual cards to customers in need - can remove friction, s...

In this episode of Assistance Stories , James and Elliot are joined by Sarah Watson, co-founder of the Travel & Health Insurance Series (THIS), to explore the biggest trends shaping insurtech and the global assistance industry. With a unique, independent perspective on the market, Sarah shares what she’s seeing across conferences, content, and collaborations - from the rise of AI and platform-...

In this episode of Assistance Stories , Tom and Elliot are joined by Daniel Poole, Director of Product at Healix, to explore how technology, geopolitics, and changing traveller behaviour are reshaping travel risk management and assistance. Daniel shares insights from nearly 16 years at Healix, covering the evolution from traditional assistance to today’s highly integrated, tech-enabled ecosystem....

In this episode of Assistant Stories , hosts Tom Bool and Elliot are joined in person by Søren Bøgen Andersen, Co-Founder and CEO of Lab 6502, to explore how AI is reshaping claims in the travel insurance and assistance industry. Recorded in Amsterdam following the IAG conference in Nairobi, the conversation blends industry insight with real-world experience. Søren shares Lab 6502’s journey from a...

In this episode of Assistance Stories, Tom and Elliot are joined by Romain Di Meglio (APRIL International) and Julien Condamine (Novo.ai) to explore what AI in insurance actually looks like in practice - beyond the hype. Together, they unpack how APRIL International partnered with Novo.ai to transform claims processing using intelligent automation. From extracting and structuring messy, multilingu...

This week James and Elliot are joined by Amy Brown, Founder of Authenticx. We hear all about Amy's background in assistance and her journey, as a "non-techie", creating an AI company. Authenticx was founded to help contact centres review all of their touch points - whether via phone or text - to identify trends, areas for improvement, and to provide valuable data to stakeholders. Amy...

In this episode of Assistant Stories, Tom and Elliot sit down with Daniel Green, CTO of Faye, one of the most successful travel insurance InsurTechs in the market. Daniel shares how Faye is redefining travel protection through proactive technology, seamless app-based support, and a bold commitment to customer experience. From organising a last-minute wedding after a destination cancellation to nav...

We kick off season 7 with a familiar guest from the last... Elliot Draga! In this episode, we discuss our plans for the upcoming season, which have a slight variation compared to last year's. This time round, we're focusing on technology, Insurtech and the application in the travel insurance and assistance world - all with the help of Elliot, who will be co-hosting with Tom or James for th...

In this episode, James and Tom are joined by Anne Rodenburg from USMX AirLink for an in-depth conversation about her remarkable journey in the assistance and air ambulance sectors. Anne shares how she found her way into this field, what drives her passion for medical aviation, and the unique role USMX AirLink plays in Mexico’s healthcare and air rescue landscape. We also explore the company’s key...

This week, James and Tom are joined by someone who wears two major hats in the travel & health insurance world - and somehow manages to make it look easy… Elliot Draga , 👉 Chief Commercial Officer at Nordic Insurance Software 👉 President of THIA – Travel and Health Insurance Association of Canada In this episode, we dive into:🔹 Elliot’s journey through the travel & health insurance spac...

James and Tom are joined for a lively chat with Felix Klingborg from Travel Support Europe, who has been on a mission to turn customer service upside down - in a good way! Felix tells us all about their clever internal competition that’s less about dodging complaints and more about chasing those glowing compliments from customers. It’s all about sparking a mindset shift to make customer feedback a...

This week James and Tom chat to Jennifer Milton of Compass Point Assist! Jennifer is an American, living in Bavaria (Germany) and hasn't long founded Compass Point Assist. We hear about the journey of starting an assistance company from the ground up, managing growth, and a fascinating and unique story of how the world of assistance found Jenn - and her background in salmon biology!

A fun episode where Tom and James speak to Tom Hienckes from European Air Ambulance...surprisingly all about the world of air ambulance! We learn about the company's history and composition, as well as its strategic location in Luxembourg. Also... bees & sheep.

This week Tom and James talk to Emerson De Luca in his role as Executive Secretary of FIAT-IFTA. Most of the industry knows Emerson from his role at Albin International, but this time he joins the podcast to discuss FIAT-IFTA and the role it plays in the international funeral and repatriation space - a key element of the assistance world.

Kristin Toth of On Call International joins Tom and James for a thoughtful conversation on the realities of the global assistance world - from resilience under pressure to the power of a truly supportive team. A grounded, quietly inspiring episode for anyone working in human-centred services.

An insightful conversation with Serge from Falck Global Assistance in the US about the evolving world of assistance. We explore where the industry is headed, diving into Serge’s forward-thinking ideas on how technology, AI, and even drones could transform the way assistance is delivered in the years ahead.

We talk to Annick, from AIMS. We learn all about the company's diverse services and Annick's background and history in the industry. We also learn all about AIMS's ongoing and impressive commitment to humanitarian work and CSR, as well as Annick's reflections on the future for tourism and economic growth for Africa. Fascinating stuff, and we hope you'll love it.

A very fun chat with a guest many of our listeners will already know. Louise Heywood shares everything you could want to know about the International Assistance Group. We talk about the upcoming forum, the groups work in elevating standards across the industry, and a whole lot more.

We chat to Les Davis, the former Brit ex-pat, working for Gouda International in Utrecht. A slightly roaming and very enjoyable conversation about the company, Les's story and the Netherlands... as well as Tom's slightly rambling ponderings on the future of AI. Maybe we'll forgive him just this once as he wasn't well.

Tom Uddenberg joins us to talk about AirMedic, the Quebec based air ambulance company. We hear about his move to the industry from aviation, as well as the company's story and growth.

Mark Lee is an international travel solicitor, and an adviser to the insurance industry. Mark shares his experience and journey with Tom and Juan, as well as also giving some fascinating insight into the New Consumer Duty, and its ramifications for the travel insurance industry.

Tom and Juan chat to James Wilson and Gian Sumagpao from Healix, as we take a deep dive into the role of Medical Case Managers. An essential part of the team within any assistance company, we find out about their responsibilities, their work and what makes their role so crucial

Presented by Tom and Juan, Robert Hoey tells us the fascinating story of going from a trainee in the funeral business, to President of Funeral Support Services Co, in Japan. Robert tells us about moving to Japan, getting introduced to the funeral industry, and overcoming huge challenges to create a hugely successful funeral services company. We learn a lot about the industry, about Japan and about...

Fascinating talk with Rhea Akiki of Swan International. Swan has a rich history, and is a key part of the industry. Based in Lebanon, Rhea gives us an amazing insight into the realities of the current situation on the ground there.