Standfirst: Traditional medical insurance is evolving to meet the growing demands of employers and their international workforces.
The global nature of today’s commercial landscape has seen organisations expand across international boundaries with increasing frequency. The growing number of globally mobile employees has led to rising expectations of healthcare protection for staff members overseas. Poor health trends among working populations have the potential to adversely affect productivity and many employers are looking for health management solutions that are evolving to meet their changing requirements.
Providing emotional and practical support through the provision of pre-trip planning for chronic condition management as well as counselling services are examples of insurer services that are highly valued by expatriates. Some insurers go further by supporting international employees at every stage of the care journey: avoiding the need for care, organising the delivery of care and the provision of proactive support during convalescence.
Helping to avoid the need for care
The focus on employee wellness has increased in recent years, due to its direct link with employee productivity and retention. The introduction of health assessments by insurers and incentive programmes that reward healthier behaviours have helped to encourage positive changes in lifestyle for the mutual benefit of employers and employees alike.
Leading insurers are investing in online technology such as mobile apps and secure websites. Wellness programmes and information about managing particular conditions are available and, depending on the insurer, an opportunity for a follow-up discussion with an insurer’s clinical team.
The personal support and advice offered by some insurers is important too. Being able to call pre-trip and speak to a medical team about healthcare in their destination country, or get a prescription top-up before leaving can help to ease the pressure for employees moving abroad.
Organising and delivering care
Technology has also helped speed up access to care. Many insurers now have secure websites and a suite of mobile applications providing a range of functionality. Members can use the technology to access healthcare information specific to their destination, submit claims online and to find specialist healthcare in virtually every country in the world.
When treatment is needed, human intervention is, again, important and some insurers provide this support from the moment of diagnosis all the way through treatment and beyond.
An adverse medical diagnosis can be a shock, and one that leaves even the most self-reliant employees in urgent need of help and reassurance. Patients in a foreign country may appreciate help to understand their diagnosis more clearly. The information can be hard to absorb and a proactive phone call from their insurer’s clinical team can clear up any initial misunderstandings and answer further questions. Once treatment begins, patients and their families will be further reassured if their insurer is available to ensure those affected understand how the procedure is progressing.
Support during convalescence
Maintaining continuity of care, even after hospital discharge, is also vital. Cancer sufferers, for example, can feel isolated and confused about which medication they need, their treatment protocol, and to whom they can turn if they have additional questions. Leading insurers provide access to clinical staff, sometimes on a 24-7 basis, to guide patients through this difficult time, as well as offering additional emotional support.
International employers now demand a more holistic approach to employee healthcare. In meeting this need head-on, some insurers are providing a flexible product suite, a range of self-help tools and incentives, as well as proactive care management and personal security teams. Members receive the rounded health and wellness support they need and employers maintain a healthy and productive workforce. In today’s highly competitive talent market, it is simply essential that employers pay close attention to the insurer they choose to take care of their employees’ health.
Richard di Benedetto is president of Aetna International
