24/7 care: a coordinated crisis response
IN Partnership with
Travel insurance medical support involves complex international coordination requiring extensive expertise and global resources to help protect travellers abroad
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WHEN A 79-year-old New Zealand traveller was medically offloaded from a cruise ship in Alaska with severe respiratory complications, what followed was a precisely orchestrated international rescue operation. Within hours, Allianz Partners had coordinated an air ambulance transfer, arranged hospital care in the United States and begun planning the patient’s eventual business class repatriation to Dunedin Hospital with a nurse escort.
This case illustrates the hidden complexity of overseas medical assistance – a world in which timing can mean the difference between life and death, and thousands of professionals work behind the scenes to coordinate care across borders, time zones and healthcare systems.
Based in Auckland, Allianz Partners New Zealand specialises locally in providing and managing assistance services, travel insurance, student insurance and pet insurance through our New Zealand and international business partners. Our strength lies in combining the solidarity and trust that comes with being part of an established global organisation with the local expertise of our New Zealand team.
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“Timing is critical. Sometimes it can be the difference between life, death or permanent impairment, which is why every step is carefully coordinated”
David Wallace,
Allianz Partners NZ
“The moment we are notified of a serious illness or injury abroad, our medical team springs into action,” says David Wallace, sales director at Allianz Partners New Zealand. “We immediately assess whether the treating hospital has the right facilities, expertise and standard of care to manage the patient.”
The assessment process is systematic yet urgent. If local facilities prove adequate, the focus shifts to recovery and rehabilitation, Wallace explains. Patients must reach a specific medical threshold before international travel becomes safe – what the industry terms ‘fit to fly’ status.
“They must be rehabilitated to a certain state before it is safe to bring them home, which means a medical doctor needs to confirm they are fit to fly,” Wallace says. “If they are not, the patient will remain overseas until they are fit to fly.”
Not every destination offers world-class medical facilities. Remote locations, developing regions and even some developed countries may lack specific capabilities for complex conditions.
“Some countries may lack vital facilities like cardiac catheter labs, requiring immediate repatriation in the event of a cardiac emergency,” Wallace explains. “We overcome these challenges by working closely with our contracted providers to ensure safe, timely transfers to capable hospitals, often across multiple borders and time zones.”
The company operates through strategically positioned Allianz
Medical Global Competency Centres worldwide. These specialised Allianz facilities provide the backbone for complex medical management and repatriation services, with different centres activated depending on the incident location.
“Technology is only part of the equation; our human touch is what truly sets us apart,” he says. “In times of crisis, empathy, experience and real-time decision-making are just as vital as digital tools.”
The medical teams include intensivists and emergency-trained nurses and doctors who collaborate with case managers and logistical specialists trained specifically for complex international scenarios.
International medical treatment and repatriation can generate enormous costs, sometimes reaching seven-figure sums even for relatively young, healthy travellers. Managing these financial realities while maintaining optimal patient care requires careful balancing.
“Patient safety is our top priority always,” Wallace says. “Every decision we make is guided by what’s best for the individual, regardless of cost.”
Despite this patient-first approach, the company trains medical teams in cost containment strategies, proactively managing treatment plans and monitoring billing throughout each case. This dual focus ensures both optimal outcomes and efficient resource utilisation.
Medical emergencies also affect more than just patients. Family members, travel companions and support people often find themselves navigating foreign healthcare systems while managing their own stress and concerns.
“Our priority is not just focused on the patient but to ensure the support person who is with the patient has our support too,” Wallace explains. “We pride ourselves on providing a wraparound level of support, which our customers are grateful for and appreciate deeply.”
This comprehensive support approach recognises that
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The moment crisis strikes
The financial reality
Published 06 Oct 2025
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“What makes Allianz Partners invaluable is the behind-the-scenes support: expert medical teams, global coordination and the ability to bring people home safely when it matters most”
David Wallace,
Allianz Partners NZ
1.9 million
trusted providers and local experts
Size of Allianz Partners’ global medical network
23,525
repatriations in over 200+ countries and territories*
Number of customers medically repatriated in 2024
*Allianz group
When local care falls short
Repatriating critically ill patients presents extraordinary logistical challenges. Air ambulance operations involve far more than simply booking a flight.
“Repatriating a critical care patient is an extremely complex process,” Wallace says. “They firstly require stabilisation; however, this is not always possible as sometimes the benefit of moving the patient far outweighs the negative – this could be the difference between life and death.”
Medical teams operating these flights have strict working hour limitations, which has a domino effect on coordination requirements. Multiple medical teams must be scheduled in shifts across different locations to ensure continuous expert care throughout lengthy international transfers.
Distance, remoteness and medical equipment requirements all factor into these calculations. The Allianz global network spans 1.9 million trusted providers across more than 200 countries and territories, enabling rapid mobilisation of appropriate care regardless of location.
The anatomy of critical care transport
While technology enables much of this coordination during medical crises, the human element remains paramount.
“Technology is a powerful enabler in our operations,” Wallace says. “Our proprietary Allianz Global Network Provider Tool gives our medical team instant access to a comprehensive database of contracted and non-contracted providers, including hospitals, doctors and repatriation services.”
This database allows medical teams to instantly evaluate patient needs against available facilities and equipment. However, Wallace emphasises that digital tools only provide the foundation for human expertise.
The human network behind the technology
medical emergencies create ripple effects that extend beyond the immediate patient, requiring coordinated assistance for entire travel parties.
The numbers behind this operation reveal its true magnitude. In 2024, Allianz group medically repatriated 23,525 customers globally while conducting medical interventions across more than 200 countries and territories.
Scale and scope
These figures represent individual human stories – each case unique with specific needs and vulnerabilities. Allianz Partners operates as part of the broader Allianz group, which has more than 156,000 employees internationally and a commercial presence in over 70 countries.
“Allianz Partners leverages the strength of this big global team, with more than 22,600 employees globally, using our internal operating systems, providing real-time information, ensuring global team collaboration,” Wallace says.
For insurance brokers, understanding this hidden infrastructure becomes essential when explaining the value of travel insurance to clients.
“Brokers should highlight that travel insurance isn’t just about covering lost luggage or flight delays; it’s about having a global safety net when the unexpected happens,” Wallace says. “Medical emergencies can strike anyone, anywhere, regardless of age or health.”
The reality extends beyond simple cost coverage to encompass expert medical coordination, international logistics and the capability to safely return patients home when standard commercial travel becomes impossible.
“What makes Allianz Partners invaluable is the behind-the-scenes support: expert medical teams, global coordination and the ability to bring people home safely when it matters most.”
The broker’s role
Behind every successful medical repatriation lies a network of professionals working across time zones, languages and healthcare systems. From the initial emergency call to the final hospital transfer, dozens of specialists contribute their expertise to ensuring optimal outcomes.
“Every case is different, with unique needs and vulnerabilities, which is why our global network of 1.9 million trusted providers and local experts is so vital,” Wallace says. “It allows us to mobilise the right care fast and ensure our customers are never alone in their most vulnerable moments.”
The New Zealand cruise passenger’s journey from an Alaskan medical emergency to safe arrival at Dunedin Hospital exemplifies this coordination. Multiple countries, healthcare systems, transport modes and medical teams worked together to deliver a successful outcome.
“Timing is critical. Sometimes it can be the difference between life, death or permanent impairment, which is why every step is carefully coordinated,” Wallace explains.
For travellers venturing beyond familiar healthcare systems, this invisible network provides reassurance that expert help remains available regardless of location or complexity. When medical emergencies strike far from home, having access to this global safety net can make all the difference.
Every case tells a story
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Copyright © 2025 KM Business Information NZ
RSS
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About us
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Terms & conditions
People
NZ
Contact Us
E-Newsletter
Authors
Regular Contributors
Advertise
Contact Us
Catastrophe & Flood
Claims
Construction & Engineering
Cyber
Environmental
Hospitality
Legal Insights
Life & Health
Marine
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Non-Profits & Charities
Professional Risks
Property
SME
Technology
Travel
Specialty
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Business Strategy
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Editorial Panels
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