Global Assistance

Our multilingual staff are on hand 24 hours a day to support and advise customers on any medical or security problem. We can assist from locating the nearest medical facility through to arranging admission and treatment. Our team ensures that no matter what the problem is we will act swiftly, professionally and sympathetically, providing continuous care throughout.

Medical Assistance

The primary aim of Intana Global is to manage the inpatient and outpatient care of ill or injured patients anywhere in the world. Our Medical Director and experienced medical co-ordinators ensure that appropriate advice and care is given at each step of the path to recovery.

Our in-house team of qualified medical staff including Doctors, nurses and other medical professionals are on-site 24/7 to offer expert advice to reassure, assess and provide an essential link with local medical staff. If required, our medical teams will also travel to repatriate customers who require medical support and supervision on their flight home.

 

 

Security Assistance

Through our partnership with our G4S Risk Consulting, we can offer security advice and response to situations globally. This is achieved through a network of providers who not only offer security updates for locations but offer practical advice on escalating security situations globally. Where necessary they can offer evacuation services for political unrest, natural disaster and terrorism.

Through our strategic partnership with leading security and crisis management specialist, G4S Risk Consulting, Intana Global can offer a comprehensive online travel risk management and tracking technology solution that is fully integrated into our operations platform with access to both medical and security professionals around the clock.

Global Network

Intana Global employs skilled professionals throughout our assistance platforms who manage and monitor all service providers within our global Medical and Assistance Network. Our team is trained to identify the optimum solutions to ensure that our network meets the required standard of service that our clients demand when a situation arises, whilst delivering value for money.

Intana Global has developed a market leading network tool enabling the identification of the closest, most appropriate medical facility that will accept Intana Guarantee of Payments. This further supports our unique ability to offer tailored networks for clients and specific products should this be required. Additionally our network software has the ability to offer geo-mapping. This means that we can put your clients details in wherever they are and give directions to the closest facility in their vicinity.

Our International Medical and Assistance Network includes General Practitioners, Emergency Rooms, Hospitals, Clinics and Dental Facilities all of which are credentialed.

Remote Medical

Through our partnership with Aspen Medical we can offer global remote medical solutions. Aspen Medical specialises in providing world class healthcare services in remote and challenging environments across the globe, including 24/7 aero-medical evacuation services. These services integrate with Intana Global's network and with Aspen Medical's own network of medical clinics and partner clinics, tertiary hospitals and ground transport, ensuring a seamless patient experience.

Aspen Medical offers its clients a tailored and flexible service wherever it is needed - from a single paramedic to a full-spectrum solution involving a multidisciplinary team of healthcare professionals, ambulances, medical facilities, equipment, consumables, pharmacy products, procedures and aero-medical evacuation services including the company’s own aviation assets.  Services include:

 

  • Aero-medical evacuation
  • Ambulance services
  • Clinics
  • Environmental health
  • Hospital management
  • Occupational health
  • Training and consultancy
Medical claims handled by experts

Our specialist multilingual claims handlers deal directly with your customers. They help to make the claims process as quick and easy as possible whilst keeping your costs under control. We recognise that service excellence is of fundamental importance to clients in order to ensure customers have a seamless experience and your values are maintained.

Our knowledgeable medical claims team are experienced in ensuring that there are no payments made for unnecessary tests or hospital costs safeguarding patient care and expenditure.

 

We take care of billing, filing, updating and processing medical claims that relate to patient diagnoses, treatments and medications and ensure that the correct clinical pathways are being identified and followed.

Case Study

Airlifted out of Kabul in 24 hours

A client’s employee suffered a brain haemorrhage while working in Kabul, Afghanistan. The local hospital had inadequate treatment facilities. Within 90 minutes of being notified by IDG, we sourced medical information, commissioned an air ambulance flight to Delhi, appointed local agents to help the evacuation, and managed requirements for entering India’s borders. Within 24 hours, the employee was safely admitted to Delhi Hospital, and receiving the treatment he needed.

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Case Study

Hours to live

An insured traveller sought Intana Global’s urgent help when she heard that her father was expected to die imminently. Although she was unable to claim on her insurance policy immediately, we investigated the fastest and most cost-effective flights, and advised on luggage to optimise transfers. Although she had to pay for her flights in advance, our advice gave her the best chance to see her father alive. We were successful in recouping her expenses at a later date.

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Case Study

Safe home from a US road accident

Our client’s employee was in a road accident while on business in the US. We spoke to his hospital doctor to understand the extent of his injuries, and gave guarantees of payment for medical bills. We liaised with his employer, our client, so his family could be updated with information. We arranged business class upgrade for his flight home to the UK, with ‘fitness to fly’ sign off, escort through border controls, and a taxi home.

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Case Study

Supporting wounded servicemen in Afghanistan

When a military convoy in Afghanistan came into contact with an Improvised Explosive Device, four vehicle personnel were severely wounded and two were killed. Intana Global coordinated evacuation to Dubai for the wounded Guardsmen to receive treatment, and arranged repatriation of the deceased servicemen’s mortal remains to Nepal.

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Case Study

Flight restrictions no barrier to evacuation

Our mining client had an employee working in Sierra Leone who suffered a serious accident at work. We liaised closely with the onsite paramedic and our client’s CEO to evacuate the patient to nearby Freetown. Unfortunately, further surgery was needed and this could only be undertaken at a hospital in Johannesburg – some 6,500 miles away. Further surgery was arranged in a Johannesburg hospital, but serious airspace restrictions made getting him there difficult. Intana Global planned a complex route to South Africa, including commercial flights via the UK. We also arranged all guarantees and follow up treatment for more than 12 months.

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Case Study

Using our network to resolve a dilemma

A young traveller in Chile faced a major dilemma after admission to hospital with dehydration. Following treatment, the Santiago hospital refused to accept written confirmation of insurance to cover medical bills. The hospital withheld the patient’s passport, preventing further travel plans. Intana Global used close links with Lloyds of London underwriters to contact a local agent. The agent immediately provided cash to cover the bills, and the traveller was discharged without delay.

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Case Study

Doing the right thing – whatever the circumstances

When one of Intana Global’s customers was found unconscious and alone in Thailand, it was clear that his condition was life threatening and he needed to be to be evacuated to Bangkok for treatment. Key decisions such as these need consent however he was in no position to provide it. Although we were advised he would not survive, we followed our core ethos in providing the best possible medical treatment – even if the patient is unaware of the efforts we are making. We therefore managed his repatriation to the UK, where he was able to die in the most appropriate and caring environment.

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Case Study

Claim Recovery – travel insurer saves $65,000

When a husband and wife were hospitalised following a serious road accident overseas, Intana Global managed the couple’s total inpatient care, and repatriated them back to the UK. We provided information for a claim to a third party motorist involved in the accident. When we discovered that the third party had no insurance, we pursued the claim directly with the uninsured motorist and a car rental company. Through our support, the couple’s insurer has saved over $65,000.

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Case Study

Social and domestic nightmare – getting an elderly family home

An elderly customer suffered a life-threatening medical event while flying home to the UK from the USA. After a forced landing in Canada, Intana Global arranged treatment, and a complicated repatriation which included in-flight oxygen and a doctor to escort her in business class. We arranged accommodation for two elderly family members who were travelling with her to stay in a managed care facility while their relative recovered, and our underwriters agreed to cover their nursing support throughout.

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Case Study

Global support speeds a complex repatriation

A young American missionary was working in Chad, Central Africa, when he suffered severe, prolonged headaches. With no local hospital facilities available, Intana Global planned an immediate airlift, but night landing was impossible in the remote location. An emergency evacuation to Nairobi was arranged, and Meningitis was diagnosed. Unable to get suitable treatment back in Chad, we managed a complex repatriation to the USA via Amsterdam and Minneapolis, using multiple providers along the way.

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Case Study

Incident at sea poses major treatment dilemma

A merchant seaman suffered a serious accident on board ship. The ship’s medical insurers contacted Intana Global to investigate whether, in the event he might be permanently disabled, he would qualify for a significant disability benefit, or could be treated to return to normal duties. Based on expert medical opinion, we advised that his condition could be treated, and he could withstand a long flight to Europe. We managed his travel logistics, and the operation was successful.

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Case Study

Asian dilemma – swift action saves limb amputation

When a client’s employee suffered a minor abrasion to his foot while working in a remote part of Vietnam, he thought little more about it and continued his normal duties. But the foot injury became infected, and it was only speedy evacuation to a hospital in Singapore that saved his leg from amputation. Happily, the patient made a full recovery. He returned to his home in Bulgaria a few weeks later to continue physiotherapy and rehabilitation treatment.

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Case Study

Trauma in Cyprus

Our client was a Mozambican national, working in Cyprus for a security firm clearing landmines. He stepped on a mine during his duties, and his left foot had to be amputated. We and our local agents arranged for his flight to South Africa for a prosthesis fitting assessment. After successful surgery, accommodation near the hospital was found so he could have physiotherapy, and he was then repatriated back to Mozambique.

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