Allianz Global Assistance capabilities tailored to customer needs

The assistance travellers might need in an emergency can be unique. What is common is how their care is approached and the difference this can make in their overall experience. At Allianz Global Assistance, we weave this understanding into the core of what we do so to ensure we tailor the assistance support we provide for the right fit at each stage of their journey with us.

When customers reach out to us in an emergency, we use Virtual Care technology, a key capability of Allianz’s proprietary Guided Care Assistance platform, to seamlessly connect customers with qualified MDs in real time via video or tele-conference, accessed through a customer’s mobile device, tablet or laptop. Virtual Care services may include a consultation, medical advice, as well as confirmation of a diagnosis and issuance of a prescription sent directly to the pharmacy nearest to the patient’s location for added convenience when required.

In more serious travel emergencies, we deliver customer-first care through our Medical Assistance Response System (MARS). Developed in Canada in-house, MARS securely leverages real-time technology to custom assign doctors and nurses from within Allianz’ global medical team with specific expertise, language skills and more to each patient wherever they are located. MARS automates and structures case management around patient milestones so we can continuously and more effectively monitor their treatment, pinpoint their progress, and determine what’s required to bring them back home safely.

Customers who need to submit a claim post-emergency can do so via our user-friendly 24/7 online claims portal. There, they can create a secure account, start, save, continue and complete all forms for medical and non-medical claims, and upload any additional documents they may have received during the course of their claim. Throughout the process, customers can track the status of their claim, and once everything has been reviewed, instantly access their Explanation of Benefits.