Simplifying insurance for brokers and corporate clients

IN Partnership with

AHI empowers brokers and businesses with specialist accident and health insurance solutions, simplifying risk management. It stands out in a complex industry with its customer-focused service and commitment to innovation

AHI STANDS OUT in the complex world of accident and health insurance as a trusted partner, recognising the challenges brokers and clients face. As one of Australia’s leading specialist accident and health agencies, AHI is dedicated to simplifying insurance processes for all involved.

AHI is one of Australia’s most trusted and awarded underwriting agencies and part of the Tokio Marine Group, one of the largest global insurers. With over 25 years of experience in corporate travel and personal accident and sickness cover, we prioritise the wellbeing and financial security of our clients and their families. Our team of specialist underwriters provide support to brokers across Australia, while our in-house claims experts deliver exceptional customer service and genuine assistance. Our teams are empowered to make decisions, so our clients receive the best possible support and outcomes in the shortest time possible because every moment counts.

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Preferred provider within Steadfast network

“AHI has been a trusted accident and health insurance provider to the Steadfast broker network for many years. They consistently deliver exceptional support and outstanding service to the Steadfast corporate clients they cover across all Accident and Health lines. Over the past three years, AHI has also been dedicated to caring for Steadfast’s staff and their families by providing travel insurance in the form of the Steadfast Group Travel program. This is a significant and unique program, and AHI was open to collaborating with us to explore solutions beyond the typical ‘corporate’ framework. We truly appreciate their commitment to working with us on such tailored initiatives and their continued responsiveness in managing claims for both our clients and our families.” -Steadfast

“There’s somebody on the other end of that line who needs help, and that’s why they’re contacting us … Given the nature of our products, especially around corporate travel, sometimes that help is required promptly”

John Dimos, Head of Sales and Distribution Partnerships at AHI and Tokio Marine Management Australasia

to address the needs of claimants while making the claims process smooth and efficient for the insured. AHI is dedicated to ensuring fair and prompt claims handling and understands that life can be complex. Dimos explains: “We operate with the mentality that there’s a person on the other end of the call. We might be dealing with the broker rather than the claimant, but there’s somebody on the other end of that line who needs help, and that’s why they’re contacting us and making a claim. Given the nature of our products, especially around corporate travel, sometimes that help is required promptly.” Head of claims Sharon Richardson says AHI is consistently responsive and available. “One thing that has always been a strength is that we have had an in-house and onshore claims team from the very beginning,” she explains. “Brokers are able to get in touch with the team during and after hours, and we’re thrilled to share that we’re soon adding a claims specialist in Perth to support our growing business in Western Australia.” AHI’s commitment to client satisfaction is reflected in its impressive claims payout rate of more than 95%, which underscores the company’s dedication to fulfilling its promises and supporting clients when they need it most.

AHI’s commitment to excellence doesn’t stop at its product offering or its service. AHI is continuing to invest in people and technology to make it easier and faster to transact with flexibility without compromising on cover. This forward-thinking approach is evident in AHI’s broker education programs, which enhance knowledge and provide valuable continuing professional development (CPD) points for participants. To date, more than 15,000 brokers have tuned in. “We produce our own webinars,” Dimos explains. “We know many brokers, especially younger brokers who are starting out in their careers, who need to learn about the industry and the products available to their clients. Ours is a niche within the broader insurance industry, and brokers may not have all the

knowledge that they need. Our webinars help to fill that gap whilst allowing brokers to receive CPD points to meet their professional learning requirements. It’s how we help brokers to have informed discussions about accident and health insurance with their clients.” He adds: “We are also continuing to invest in technology to make working with AHI even easier. Watch this space as in the coming months we’ll launch a series of enhancements to our broker portal, which is currently the fastest and most efficient way to quote and bind a policy with us. Our upcoming releases will be delivering features that brokers have requested from us. We’ll continue to work with our broker partners to enhance our portal to make it easier to work with us, not just online but through the personal support brokers receive from our underwriters.”

By providing comprehensive support and innovative solutions, AHI empowers brokers to fulfil their role as more than just intermediaries. They evolve into trusted partners and educators, confidently and expertly guiding clients through their insurance needs and coverage options, knowing the AHI team is always on hand to offer its expertise, from assistance with major accounts that require non-standard cover to helping small businesses that need support . In an industry often characterised by complexity and opacity, AHI stands out for its commitment to transparency and simplicity. Making insurance more accessible and understandable not only eases the burden on brokers but also enhances and demystifies the experience for corporate clients.

“Our underwriters and claims specialists work hand in hand with the medical and security directors when assessing risk and also when it comes to making a claim – it’s a single team managing the client throughout”

Sharon Richardson, Head of claims at AHI

Richardson explains: “We retained our staff during this quiet time, and when travel restrictions eased and businesses began their journey into the new world of work, we went in with a very clear strategy of hiring people with varied experience and backgrounds to better support clients’ new risk appetite and people risk management needs. For example, one of our claims teams has extensive experience in leisure travel and with travel agencies. That makes them invaluable at finding quick solutions for clients stuck in difficult situations.”

Richardson knows that managing claims is far more streamlined using On Call International (OCI), which is AHI’s assistance company and, like AHI, is part of Tokio Marine’s portfolio of companies. “OCI is a team of specialist emergency assistance medical and security professionals. In addition to emergency response support, OCI helps clients develop tailored travel risk management strategies, provides emergency response training, and conducts travel pre-briefings on existing and emerging risks for destinations worldwide,” says Richardson. “If clients have Corporate Travel cover with AHI and Leisure Travel cover with World2Cover, they will have consistency of care through OCI. “Our underwriters and claims specialists work hand in hand with the medical and security directors when assessing risk and also when it comes to making a claim – it’s a single team managing the client throughout the insurance value chain, which our brokers appreciate,” she says.

Consultant, senior woman and talking with technology at office for customer service.

A customer-centric approach

Transforming brokers into trusted partners

Published 07 Oct 2024

Source: Steadfast, September 2024

Source: AHI, August 2024

Claims payout rate at AHI

95%*

Empowering brokers, easing corporate burdens

AHI understands that commercial clients rely heavily on brokers to navigate the intricate insurance landscape. Businesses of all sizes, from small and medium enterprises to large corporations as well as government agencies and membership organisations, rely on brokers to help them effectively manage and reduce risk. In turn, brokers need a reliable insurer or agency to keep the insurance process as simple and transparent as possible – and that’s where AHI shines. Working closely with its network of brokers, AHI helps demystify accident and health insurance for brokers and their clients. AHI’s communication process goes beyond simple point solutions to help clients be better equipped to understand their exposure, assess their risk appetite, and select appropriate cover and risk management solutions to mitigate their people risk and its financial impact.

“AHI is a specialist accident and health agency that’s been operating for over 25 years. We have 10 different cover options in the market across the corporate travel and accident and health product suites,” explains John Dimos, head of sales and distribution partnerships at AHI and Tokio Marine Management Australasia. “Our broad range of accident and health products allows us to focus 100% of our attention on the needs of our brokers and their clients,” he says. “As a part of the Tokio Marine Group, brokers can also access other products from Tokio Marine Management Australasia through their AHI relationships.”

AHI stands out due to its commitment to putting customers first, as demonstrated by its nationwide underwriting team and onshore claims service. Its customer-focused approach is apparent in how AHI supports claimants during incidents. AHI Assist is the first point of contact for insured individuals when medical or security issues arise while overseas. The AHI Assist team collaborates closely with its in-house claims department

Investing in the future

AHI’s dedication to its clients and partners was demonstrated during the COVID-19 pandemic. While some competitors exited the travel niche, AHI stood firm in the market, maintaining cover and adjusting it to suit market needs. AHI had a crucial advantage in that many years prior it had already removed mental health exclusions from across its product suite. Instead of working to respond with wording changes, AHI could invest more time in helping brokers and clients understand its COVID cover so clients could make more informed decisions around early re-entry into their markets. This is an example of AHI’s forward-thinking and customer-focused approach. AHI was equally committed to its national team of underwriters and claims specialists, retaining its employees despite restricted travel and business. The company used this quieter period productively, reviewing policies to ensure it continued to put brokers and their clients first.

Resilience in challenging times

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*Includes all accepted payments related to the total claims submitted for the 2023/24 financial year

Source: AHI, August 2024

Claims payout rate at AHI

95%*