Explore every episode of the podcast Assistance Stories

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. The conversation dives into how recent global conflicts have accelerated the need for better tracking, faster communication, and more proactive risk management.

Key topics include:

• Why companies still struggle to locate employees during crises
• The growing importance of data quality and real-time tracking
• How AI is being used (and where it isn’t) in assistance
• The shift from reactive assistance to preventative risk management
• Changing traveller behaviour and the rise of multi-channel communication

A consistent theme emerges: technology is evolving fast, but human expertise remains at the core of effective assistance.

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 ambitious full automation to a more nuanced approach—combining AI with human expertise to optimize claims handling rather than replace it.

The discussion dives into:

• Why “complete notification of loss” is more powerful than speed
• How AI can structure, summarize, and contextualize claims data
• The biggest inefficiencies in claims handling today
• The importance of keeping humans at the center of assistance
• Challenges around compliance, data, and AI adoption
• What the next 5 years could look like for travel insurance

A recurring theme emerges: the future isn’t about removing people—it’s about giving them better tools to deliver faster, smarter, more human service when it matters most.

Plus, a light-hearted debate on marathon predictions rounds things off.

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, multilingual medical data to detecting fraud and medical abuse, this conversation dives into how AI is delivering real operational impact today.

The discussion goes beyond technology, touching on adoption challenges, the importance of pragmatic implementation, and why perfection isn’t the benchmark in insurance - progress is. They also explore how AI is reshaping roles, improving decision-making, and enabling insurers to tackle long-standing issues like medical inflation and inefficiencies in claims handling.

If you’re tired of AI buzzwords and want to understand how it’s being applied in the real world, this episode is packed with practical insight from both the builder and the buyer.

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 is a fantastic guest and we hear all about Authenticx's offering, impact and future.

We hope you enjoy!

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 navigating AI’s impact on claims and engineering, this conversation explores the future of travel insurance - where real-time data, smart automation, and human empathy intersect. If you care about tech, travel, or the evolving role of AI in insurance, this is an episode you won’t want to miss.

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 the season.

As well as outlining our plans for the upcoming season, Elliot provides an update on his role and the recent changes to NIS becoming ICE-Tech.

Great episode, great guy, and hopefully, a great season!

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 specialisations, the importance of collaboration between assistance providers and operators, and Anne’s additional role with EURAMI - where she helps shape ethical standards in the global air ambulance industry.

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 space🔹 How technology is reshaping the industry🔹 The realities of leading both a major software organisation and a national industry association🔹 The future of claims, automation, customer experience and collaboration🔹 His impressive facial hair!

From commercial strategy through his role at NIS, to the bigger-picture vision for THIA, Elliot brings clarity, honesty, and a refreshing perspective on where we’re heading as an industry.

If you work in travel insurance, health insurance, assistance, tech, or anything in between - this one is absolutely worth a listen.

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 celebration, not a chore. Plus, despite the fact he’s an Arsenal fan, Felix brings passion and teamwork to everything he does. Tune in for some great stories, laughs, and ideas on how to make exceptional service the new normal.

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 Robert. A fascinating and inspiring episode. Not one to miss!

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.

A fascinating look into insurance for the private rental market, and sharing economy. We're learn a lot about just how complex insurance can be for those renting their properties on platforms like Airbnb, and we heard Louise's thoughts on the future of private rental.

You can find Louise on LinkedIn here: https://www.linkedin.com/in/louise-birritteri-b0b12620/

Claudia Schmiedhuber, previously of EURAMI, joins the podcast to tell us all about her new home, GAMTI. GAMTI provided education and training to the Travel and Medical Assistance world, and we hear all about it. It's a fascinating episode, and not one to miss.

You can contact Claudia at https://www.linkedin.com/in/claudia-schmiedhuber/

We chat to Declan McDermott and Kate Fitzpatrick, from World Travel Protection. We learn all about their work in security, travel risk management and hear their insights on safety and global travel trends for the future.

You can contact the guests at: https://www.linkedin.com/in/declan-mcdermott-71569a18/

and

https://www.linkedin.com/in/kate-fitzpatrick-3408a025/

Back at last with our first episode of Season 5. A fascinating chat with Nadeem Sheikh-Ali from Charles Taylor. We hear all about life insight one of the UK's leading assistance operations, and about Nadeem's work and career.

An unusual and thought provoking chat with Duncan Minty, ethics adviser for the insurance industry. We hear all about some of the ethical challenges facing the industry, with some fascinating insights on how public opinion can lead the insurance companies to better outcomes.

A chat with Stuart Phillips and Adam Hickman of Med ResQ. We hear their insights into the world of Air Ambulances, and their origin story and what makes them unique.

A very enjoyable post conference chat with Michael Camacho, President, and Warren Brown, Co-chair of Membership committee, of THiA. The conference took place in Quebec City, in May 2024, and was a huge success. We chat about THiA, its purpose, and its members, as well as hearing all about the fun - and the hard work - for everyone involved. More information about there is available here: https://www.thiaonline.com/

An interesting chat with Nicolas Herault, of Concentrix. We get an introduction to the world of Roadside Assistance, and hear all about Nicolas' extensive experience in call centres and assistance services throughout Europe.

Juan gives us a run down of the charity work that FJN Solutions are doing, and his participation in their football event. Find out more at https://fjnsolutions.co.uk/2024/04/23/final-score/ and connect with FJN here on LinkedInhttps://www.linkedin.com/company/synchronicity-ins-ltd/

A really thorough discussion of the fascinating and complex world of air ambulances. Douglas Weisz of REVA Air Ambulances tells Tom and Juan his whole story, and opens up the inner workings of an air ambulance. We also hear about Douglas' journey, and what it takes to really make it in his industry.

Guest profile : https://linkedin.com/in/douglasweisz/

Yuliya Shcherbina is from Accreditation Canada and talks to Juan and Tom about the value and importance of medical accreditation. We learn more about what's involved and where accreditation is headed in the future, as well as learning about Yuliya's global career history. Full of great info, and lots of fun.

Guest profile: https://www.linkedin.com/in/yuliya-shcherbina-61175a33/

Tom and Juan chat with Sarah and Kirsty from THIS. We learn all about the newest conference on the Travel and Health insurance scene, and hear all about their mission, and their exciting plans for the future.

A chat with Carl Carter of Blink Parametric, and James Austin of Lexxika. We talk about the Uniglobal Travel Insurance Forum in Lisbon, which was chaired by Carl. We hear a review of the speakers, content and some guest feedback.

A deep dive into the world of medical assistance. Tom and Juan chat to Sharon Solomon, Head of Medical Assistance at Allianz Partners UK. A fascinating chat through the past, present and future of medical assistance, along with Sharon's own inspiring story

A fascinating chat with Lisa McPherson and Jemma Austin from Flightcare Global. Recorded in January, Lisa and Jemma tell us all about the challenges of providing emergency medical support in-flight, as well as the whole service range offered at Flightcare Global.

Guest profiles:

Lisa - https://www.linkedin.com/in/lisa-mcpherson-b0ba7612/

Jemma - https://www.linkedin.com/in/jemma-austin-232b8a98/

Georgie and Adam founded Repatriation Medical Services with a clear mission to provide the highest quality medical care and aviation assistance possible to those that fall ill abroad.

Their extensive background in critical healthcare positions equips them with a deep understanding of what's required to deliver the highest quality service.

From planning complex air ambulance repatriations worldwide, to escorting patients and their families home via commercial airline, RMS are fast becoming a leading UK repatriation specialist. 

Featured guests:

👉 Georgie Stooks, Director: https://www.linkedin.com/company/repatriation-medical-services/

👉 Adam Booth, Director: https://www.linkedin.com/in/adam-booth-0971a1147/

Hosted by 🎙️

- Tom Bool, CEO @ Lexxika: ⁠https://www.linkedin.com/in/languageconsultant/⁠⁠⁠

- Jennifer Milton, Chief Executive Officer & Founder @ Compass Point Assist: https://www.linkedin.com/in/jennifermiltonprofile/

💬 Looking to connect with other insurance and assistance professionals? 💬

➡️ Follow our podcast page on LinkedIn: ⁠⁠⁠https://www.linkedin.com/company/assistance-stories-the-podcast/?viewAsMember=true⁠⁠⁠

➡️ Join the 'Global Association of Assistance Professionals' (GAAP) group on LinkedIn: ⁠⁠⁠https://www.linkedin.com/groups/9082813/⁠⁠⁠

For all podcast enquiries, please email: assistancestories@gmail.com

Tom and Juan host this episode, featuring an in-depth discussion around the world of international repatriation.

We chat to two very experienced professionals within this field, to uncover what happens behind the scenes from the perspective of repatriation providers.

👉 Fiona Greenwood, Rowland Brothers International: https://www.linkedin.com/in/fiona-greenwood-a16b1119/

👉 Emerson De Luca, Managing Director at Albin International Repatriation: https://www.linkedin.com/in/emerson-de-luca-a0a3483b/

Hosted by 🎙️

- Tom Bool, CEO @ Lexxika: https://www.linkedin.com/in/languageconsultant/⁠⁠

- Juan Peña Núñez, Senior Accident & Health Underwriter - Global Accounts @ Zurich Insurance (from 1st Aug): https://www.linkedin.com/in/juan-pe%C3%B1a-n%C3%BA%C3%B1ez-55478a43/

💬 Looking to connect with other insurance and assistance professionals? 💬

➡️ Follow our podcast page on LinkedIn: ⁠⁠https://www.linkedin.com/company/assistance-stories-the-podcast/?viewAsMember=true⁠⁠

➡️ Join the 'Global Association of Assistance Professionals' (GAAP) group on LinkedIn: ⁠⁠https://www.linkedin.com/groups/9082813/⁠⁠

For all podcast enquiries, please email: assistancestories@gmail.com

Tom and Jenn host this episode, for a great discussion with 4 big hitters in the insurance industry, all at the front edge of latest tech developments:

👉 Dan Andrews, Insurance Director @ Vitesse PSP Limited: https://www.linkedin.com/in/dan-andrews-62434689/

👉 Carl Carter, Chief Commercial Officer @ Blink Parametric: https://www.linkedin.com/in/carl-carter-4843444/

👉 Jane Hegeler, Relations Manager @ Nordic Insurance Software: https://www.linkedin.com/in/jane-hegeler-bba82012/

👉 Alwin Fernandes, Director Operations, Global Services @ Alphalake Ai: https://www.linkedin.com/in/alwin-fernandes-business-development-sales-automation/

Hosted by 🎙️

- Tom Bool, CEO @ Lexxika - ⁠https://www.linkedin.com/in/languageconsultant/⁠

- Jenn Milton, Head of Operations @ Biolytica - ⁠https://www.linkedin.com/in/jennifermiltonprofile/⁠

💬 Looking to connect with other insurance and assistance professionals? 💬

➡️ Follow our podcast page on LinkedIn: ⁠https://www.linkedin.com/company/assistance-stories-the-podcast/?viewAsMember=true⁠

➡️ Join the 'Global Association of Assistance Professionals' (GAAP) group on LinkedIn: ⁠https://www.linkedin.com/groups/9082813/⁠

Email us with any podcast enquiries to: assistancestories@gmail.com

A deep dive into the world of Travel Risk Management, with our panel of experts:

👉 Birger Oldorff, Managing Director @ Oldorff Consulting - ⁠https://www.linkedin.com/in/birger-oldorff/ ⁠

👉 Bex Deadman aka 'Travel Risk Bex' @ 8 Phase Consulting Ltd - https://www.linkedin.com/in/bex-deadman-aka-travel-risk-bex-70b92419/

👉 Shaun Boulter, Global Head of Security - Operations & Services @ AXA Partners - https://www.linkedin.com/in/shaun-boulter-318b4b/

We cover everything from the ground up, with our guests sharing a whole world of knowledge.

Hosted by 🎙️

- Tom Bool, CEO @ Lexxika - https://www.linkedin.com/in/languageconsultant/

- Jenn Milton, Head of Operations @ Biolytica - https://www.linkedin.com/in/jennifermiltonprofile/

- Juan Peña Núñez - https://www.linkedin.com/in/juan-pe%C3%B1a-n%C3%BA%C3%B1ez-55478a43/

💬 Looking to connect with other insurance and assistance professionals? 💬

➡️ Follow our podcast page on LinkedIn: https://www.linkedin.com/company/assistance-stories-the-podcast/?viewAsMember=true

➡️ Join the 'Global Association of Assistance Professionals' (GAAP) group on LinkedIn: https://www.linkedin.com/groups/9082813/

Email us with any podcast enquiries to: assistancestories@gmail.com

A fascinating discussion of the current state of insurance fraud. We explore the modern techniques and tools in the fight against fraud, the drivers behind fraud and how the industry is fighting back and getting ahead.

We chat to insurance fraud experts:

Matt Gilham, Director @ WHITELK Fraud Performance Consulting - https://www.linkedin.com/in/matt-gilham/

Laura Horrocks, Head of Fraud Technology & Intelligence @ Sedgwick - https://www.linkedin.com/in/laura-horrocks-272b54189/

Phil Needham, Head of Internal Sales @ Synalogik - https://www.linkedin.com/in/phil-needham11/

Hosted by 🎙️

- Tom Bool, CEO @ Lexxika - https://www.linkedin.com/in/languageconsultant/

- Jenn Milton, Head of Operations @ Biolytica - https://www.linkedin.com/in/jennifermiltonprofile/

- Juan Peña Núñez - https://www.linkedin.com/in/juan-pe%C3%B1a-n%C3%BA%C3%B1ez-55478a43/

After a brief hiatus, we're back with Series 3! 🎙️

We thought we would kick things off for our first episode, with a brief re-introduction to your hosts;

• Jennifer Milton, Head of Operations @ Biolytica
• Tom Bool, CEO @ Lexxika 
• Juan Peña Núñez, Director of Business Development @ AMI Global Assistance 

This series we'll be hosting some interesting chats with industry professionals, sharing stories, insights and the latest goings-on within the assistance, travel insurance, IPMI & wider insurance industry!

Keep in touch 🗣️

Don't forget to join us over on LinkedIn, via our 'Global Association of Assistance Professionals' group. 

You can also follow all podcast updates via our LinkedIn page, 'Assistance Stories - The Podcast'

We are always on the lookout for new guests from the insurance industry and also welcome your suggestions on topics that you would like us to cover! To get in touch, please message any of the hosts via LinkedIn or email us at: 📧 assistancestories@gmail.com

A first for the Assistance Stories podcast... an in-person episode, recorded live from the WTP offices in Australia! This episode is packed full of assistance industry education, news and stories.

Featuring World Travel Protection's Rodger Cook, General Manager for Global Security Services and Alerah Turner, Director of Global Provider Networks. We hear all about their fascinating roles within this 30 year old business, and delve deep into the huge global networks that they manage on a day-to-day basis. From Haiti to Timbuktu, they discuss the ways in which their services support both leisure and corporate travellers around the globe. 

World Travel Protection also host their own podcast, 'NAVIGATE' which focusses on travel safety and risk management. You can catch up on all episodes via Spotify, Apple Podcasts, Amazon Music and Google Podcasts.

A German living in Spain! What a fun episode, with Sven joining me from sunny Majorca! 

Sven joined the MD Medicus team in 2002 back when they were a team of 20, based from the same office in Germany. He now personally leads a team of 35+ within a 400-strong business! Sven oversees the 24/7 operations team which encompasses emergency calls, medical evacuation and the claims side of the business. He is also responsible for maintaining relationships with external partners such as the ground and air ambulance teams, along with representing MD Medicus at global healthcare and insurance conferences! So, he's a busy guy to say the least!

This is a great episode for listeners looking for insight into the assistance world, with Sven sharing his day-to-day within this fast-paced industry!

Wow... quite an episode. Our host Tom chats to Natalie in what is surely our most honest and personal interview ever. We learn a whole load about the air ambulance industry, as well as talking about Natalie's health challenges. Full of energy and laughs, Natalie is a total whirlwind and we hope you'll enjoy listening to this as much as we enjoyed making it.

In this episode we hear about the incredible innovations from Covac Global, from the fabulous Claudia Carfi, our second consecutive Claudia. Claudia tells us all about her role, and we learn all about Pandemic safe travel, while hearing Claudia's stories of travelling the world, and settling in London - and lots more. Enjoy. 

Recorded 22/06/2022

A fascinating chat with Claudia Schmeidhuber, the Managing Director of EURAMI. We talk all about EURAMI, air accreditation, marketing, and even Claudia's hobby of Western horse riding! Claudia's great fun to listen to and this is not one to miss.

We're joined by Mohamed Farag, Director of Strategic Development at FocusPoint International. We talk all about sales roles in the assistance industry, hear all about Mo's story - and have a lovely chat about golf too!

Inês joins us to chat about the life of nurses and medical staff in the assistance environment. Recorded 21/04/2022