S7:E7 - THIS - Sarah Watson

What happens when insurance stops waiting for claims - and starts paying automatically?In this episode of Assistance Stories, Tom & Elliott sit down with Chris Lee, Head of Strategy at Blink Parametric, for a fascinating deep dive into the world of parametric insurance, AI, data, and the future of customer experience in travel insurance.Chris explains how Blink’s technology detects events like flight delays and lost baggage in real time and instantly provides support to travellers - without forms, paperwork, or traditional claims processes. We explore why consumers increasingly expect “Amazon-style” experiences from insurers, how data powers these solutions, and why the industry may be approaching a major shift in customer expectations.The conversation also dives into:- Flight delay and baggage parametric products- Fraud, data sharing, and real-time claims- AI experimentation inside insurance businesses- Weather and geopolitical parametric products- Why “the claim” may become a customer engagement opportunity rather than a costThis is one of our most thought-provoking episodes yet - and a glimpse into what the future of insurance and assistance could look like.

In this episode of Assistance Stories, we explore one of the most practical innovations transforming the assistance industry: cashless payments through virtual credit cards.James and Elliot are joined by Sabine Radun, CEO of Valora International Assistance (formerly BringOff Assistance), we dive into how a simple idea - issuing instant virtual cards to customers in need - can remove friction, speed up care, and dramatically improve the customer experience.From late-night hospital visits abroad to eliminating large upfront deposits, Sabine shares how her team is using technology to solve real-world problems for travellers and insurers alike. We also unpack the operational realities behind the solution, including cost control, fraud prevention, and why larger organisations are slower to adopt it.If you’re interested in assistance innovation, customer experience, or the future of claims and payments, this episode is packed with insight.Key topics:The problem with traditional guarantees of payment (GOPs)How virtual credit cards enable true cashless assistanceImproving speed, trust, and customer satisfactionWhy agility gives smaller companies an edge in innovationWhat this means for the future of the assistance industry🎙️ A must-listen for insurers, assistance providers, and anyone shaping the future of customer experience.

In this episode of Assistance Stories, James and Elliot are joined by Sarah Watson, co-founder of the Travel & Health Insurance Series (THIS), to explore the biggest trends shaping insurtech and the global assistance industry.With a unique, independent perspective on the market, Sarah shares what she’s seeing across conferences, content, and collaborations - from the rise of AI and platform-based solutions to the growing focus on customer experience and prevention.The conversation covers:The evolution from digital transformation to AI, and now agentic AIWhy many insurtech ideas fail to gain tractionThe role of customer education in unlocking innovationEmerging trends like wallets, parametric insurance, and SaaS platformsThe untapped potential of wearables and real-time health dataHow travel insurance could become more proactive and preventativeA thought-provoking discussion on where the industry is heading - and what it might take to truly transform the customer journey.

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 crisesThe growing importance of data quality and real-time trackingHow AI is being used (and where it isn’t) in assistanceThe shift from reactive assistance to preventative risk managementChanging traveller behaviour and the rise of multi-channel communicationA 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 speedHow AI can structure, summarize, and contextualize claims dataThe biggest inefficiencies in claims handling todayThe importance of keeping humans at the center of assistanceChallenges around compliance, data, and AI adoptionWhat the next 5 years could look like for travel insuranceA 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.