Dedicated Assistance Partner for Saudi Arabia: CONNEX Assistance connects with the International Assistance Group

Paris, France, 20 May 2025 – We are excited to announce that CONNEX Assistance has joined the International Assistance Group (IAG) as our Assistance Partner for inbound cases in Saudi Arabia (Kingdom of Saudi Arabia, KSA). 

CONNEX Assistance’s reputation as a key regional player in the insurance and assistance industry is built on its strong network, international administration standards, and highly qualified medical team. Since its foundation in 1999, CONNEX has served over 300 insurance and assistance companies across more than 25 countries in the Middle East and Africa.

The appointment as an Assistance Partner follows IAG’s ISO 9001 selection process.

‘CONNEX Assistance is an excellent addition to our solid network of partners, with a dedicated physical presence and in-depth capability in such an important area for expatriates, pilgrims and travellers,’ commented IAG’s General Manager, Louise Heywood. She added: ‘We also very much look forward to their local support for our partners, anticipating an increase in cases in Saudi Arabia due to the relaxing of visa restrictions for many countries and an increase in flights.’

CONNEX Assistance’s range of services extends beyond medical assistance and case management, into travel assistance, cost containment, legal and technical assistance, ground and air ambulances, repatriation of mortal remains, and 24/7 concierge services. The medical network is audited by its doctors and dedicated network managers, assessing clinical competence and administrative compliance.

With a population of 32 million, Saudi Arabia has over 40% of its population of expatriates drawn from across the globe. Recognised as a significant destination for holy pilgrimages, inbound leisure tourism is growing with the Government investing in the Red Sea region. 25 new resorts are due to open this year, and eight sites are on the UNESCO World Heritage list. The combined number of visitors for 2023 exceeded 27 million.

Welcome iXchange: International Assistance Group expands Asia presence with new Singapore Core Partner

Paris, France, 14 April 2025 – International Assistance Group (IAG) is pleased to announce iXchange as its newest Core Partner, strengthening its network in the key travel hub of Singapore.  

iXchange, a leading TPA and medical assistance provider, serves over 2,000 corporate clients with an extensive network of 600+ GP panel clinics, 800+ specialists, 280+ dental clinics and 20+ traditional Chinese medicine clinics.

Part of the IHH Healthcare network, Singapore’s largest private healthcare provider, iXchange offers a unique integration of TPA and medical services, from outpatient visits to inpatient admissions and follow-ups, as well as expert case management expertise. 

General Manager of the International Assistance Group, Louise Heywood, said they are thrilled to welcome iXchange to their collaborative, cross-border network of independent assistance companies. 

“iXchange’s extensive experience in medical case management and established presence in Asia strengthens our ability to provide high-quality, cost-efficient healthcare solutions to our global network,” said Ms Heywood.

“The iXchange team is committed to sharing their local knowledge and primary care networks in Singapore while opening the door to other global markets through their affiliation with the IHH Healthcare network.” 

“We’re honoured to be a core partner of the International Assistance Group (IAG). With iXchange’s expertise as a third-party administrator and our strong connection to IHH Healthcare, we’re well-positioned to help IAG partners navigate Singapore’s complex and high-cost healthcare environment. We look forward to delivering quality, cost-effective medical care to IAG members through our trusted panel network.”, commented iXchange CEO, Mr Loh Chek Chai.

iXchange is part of IHH Healthcare, one of Asia’s largest integrated private healthcare groups with some of best-known brands in private healthcare in Singapore – Mount Elizabeth Hospital, Mount Elizabeth Novena Hospital, Gleneagles Hospital and Parkway East Hospital. Key markets include Singapore, Malaysia, Greater China, India and Turkey.

As a Core Partner, iXchange joins this extensive network of premier assistance providers, working collaboratively to deliver tailored solutions in Singapore. Leveraging the IHH ecosystem, iXchange is able to provide a seamless patient experience and cost containment within the IHH Healthcare Singapore Hospitals.

Iris Global strengthens commitment as Core Partner for Spain with the International Assistance Group

Paris, France, 24 February 2025 – The world’s largest network of independent assistant providers, the International Assistance Group (IAG) is proud to announce Iris Global has expanded its role as a Core Partner for Spain.

Having been part of our network since 2022 for their outbound cases, Iris Global will now also support IAG partners with travellers needing assistance within Spain

With over 100 years of history in insurance and services, Iris Global operates as part of the Santalucía Insurance Group, one of Spain’s most established insurance providers.

The company has a nationwide presence with eight offices in Madrid, Barcelona, Valencia, Málaga, Albacete, and Oviedo, and a workforce of 1,500 employees.

The International Assistance Group General Manager, Louise Heywood said the expansion of Iris Global’s role within the IAG network reflects our shared commitment to providing high-quality and seamless assistance solutions across borders.

“Their expertise in the Spanish market, combined with their extensive operational capabilities, strengthens IAG’s global reach and responsiveness in this region,” Ms Heywood said.

In 2024 alone, IRIS Global handled 1.4 million cases, demonstrating its expertise in delivering high-quality travel, medical and insurance

As IAG continues to expand its global network, Iris Global’s leadership in Spain further solidifies the group’s ability to deliver world-class assistance services to its network worldwide.

NWVA Nationwide Assistance Group commits to dedicated roadside assistance in Spain

Paris, France, 20 February 2025 – We are thrilled to announce that NWVA Nationwide Assistance Group has expanded its relationship with the International Assistance Group, being selected as our Assistance Partner for roadside assistance solutions in Spain in addition to the UK. 

 

‘NWVA has been a committed and valued member of our European roadside assistance team since joining as an Assistance Partner for the United Kingdom’, stated IAG’s General Manager Louise Heywood. She added: ‘With the IAG increasingly being seen as a pan-European network of independent and adaptable roadside assistance providers, we are delighted that NWVA has widened their enthusiastic involvement.’ 

 

With years of experience dealing with cases in Spain from their UK alarm centres, NWVA recently opened a dedicated 24/7 alarm centre in Alicante. It uses an established network of 600 vehicle workshops with recovery capabilities and over 600 specialist tyre providers. With 130 frontline alarm centre staff connected by cloud-based telephony and IT, the multilingual team in Spain will continue to expand to meet growing demand. 

 

“Companies are nothing without the people who make them up. It is they who make the difference. That is the pride of joining the IAG team. It is more than just a collaboration; it’s an opportunity to align our collective vision with the evolving landscape of NWVA. As we navigate this path together, we are reminded that true progress is not just about what we achieve but how we grow through the connections we make and the wisdom we share along the way,” stated Mercedes Gaton, General Manager of NWVA.

Manufacturer brands for cars and commercial vehicles feature on NWVA’s client list, in addition to insurance companies and other service providers. Together with recovery and onward transportation solutions across all vehicle types, they have carved specialist niches for commercial vehicles in tyre replacement and dealing with chemical spillages, demonstrating a commitment to meeting the needs of a variety of road users. 

UAE emergency services leader Response Plus Medical bolsters International Assistance Group network with private fleet of over 350 ground ambulances operating 24/7

Paris, France, 10 February, 2025 – The International Assistance Group (IAG) is pleased to welcome Response Plus Medical (RPM), the leading pre-hospital care and emergency medical services provider in the UAE and KSA, to its global network of Accredited Service Providers (ASPs).

Supporting the IAG’s global network of independent assistance companies and their customers, the partnership will provide travellers in need with vital access to critical ground ambulance services in the UAE.

RPM’s global presence ensures unparalleled care for patients, with a growing network of locations and offices across the UAE, Saudi Arabia, Oman and India.

Response Plus Medical operates one of the largest private ambulance fleets in the GCC region, with over 350 state-of-the-art ambulances providing critical ground ambulance services.

Fleets in the region are strategically located, operating 24 hours all year round and are specially equipped to manage all medical emergencies as well as intensive care transfers, from initial patient assessment, resuscitation, monitoring and hospital facilitation.

General Manager of the IAG Louise Heywood said “RPM’s ground ambulance fleet and medical emergency expertise will support IAG partners requiring patient transports throughout the UAE, Saudi and Oman.”

“Our mission is to deliver world-class assistance, on demand, anywhere in the world and this partnership advances our mission by strengthening our critical care network in the UAE region. Response Plus Medical’s regional knowledge, expertise and on-the-ground services will help IAG partners swiftly respond to medical emergencies for their customers when they need it most,” she said.

In addition, RPM manages more than 360 onsite clinics, employs a healthcare workforce of over 2,000 professionals and supports over 300 international events annually, including large sporting events such as Formula 1.

This partnership enforces IAG’s commitment to be the world’s leading network of local partners, providing 24/7 assistance solutions on a global scale.

The International Assistance Group expands compassionate funeral care and international repatriation expertise with Last Journey Funeral Home partnership in India

Paris, France, 10 December 2024 – The International Assistance Group (IAG), the world’s largest network of independent assistance partners and providers, expands its global network in compassionate funeral management and repatriation services with the addition of Last Journey Funeral Home to its global alliance of Accredited Service Providers .

 

Last Journey Funeral Home joins IAG’s network of more than 160 medical and travel assistance companies offering specialist services in human remains transportation, customs clearance, and end-to-end funeral arrangement coordination.

With a global presence across India, the UAE, Qatar, Germany, Bangladesh, the UK, the US, Thailand, Mauritius, Malaysia and the Maldives, Last Journey Funeral Home has the reach and capabilities to support IAG partners around the world.

General Manager of the International Assistance Group, Louise Heywood said Last Journey brings unparalleled expertise in the delicate process of funeral management to their global network,”

“This partnership reinforces IAG’s mission to provide seamless assistance to individuals and families during challenging times,” she said.

Since its inception, Last Journey Funeral Home has supported over 15,000 families and earned recognition from international embassies for their commitment to honouring diverse customs and traditions.

This partnership further strengthens IAG’s global presence and enhances its ability to deliver exceptional, end-to-end support for end-of-life arrangements.

 

 

 

 International Assistance Group’s Accredited Service Providers are specialist companies with strong experience and capabilities supporting medical assistance organisations. They range from air ambulances and commercial medical transport services to funeral directors, hospitals, house call doctors translation services and more. IAG Accredited Service Providers enjoy access to IAG’s case collaboration portal, Quote to Fly air ambulance system and IAG e-learning modules. They support and collaborate with IAG partners globally to help travellers in need. 

 

 

The International Assistance Group announces further enhancements to its African network as Phoenix Aviation is selected to join

Paris, France, October 30, 2024 – Our capabilities and capacity in East Africa have increased with the addition of Phoenix Aviation to the network. In addition to our ISO 9001 compliant vetting process, they are a EURAMI Accredited Provider, demonstrating their commitment to maintaining high standards.

 

From their base in Kenya, their mixed fleet of aircraft tackles local and continental missions, extending into the EU through their European Aviation Safety Agency permit. Supported by a team of certified engineers, Phoenix Aviation also provides regulated maintenance and executive charters, showing the depth of their operation.

 

‘We are delighted to welcome Phoenix Aviation to our group,’ stated Louise Heywood, the IAG’s General Manager. She added:’ With tourism and inward investment returning to the region, we have been working hard to ensure our network has the skills and capacity to meet that demand.’

 

Kenya and neighboring countries are all within reach of their two King Air turboprops as well as their Grand Caravan piston aircraft, which can be used for short airstrip landings. Their  5 Cessna Citations jets of different models are  Sovereign C680, Citation Excel C560 or Citation Bravo C550 available for missions further afield.

 

Under the supervision of Phoenix Aviation’s Chief Medical Officer, medical crew are selected for their experience and training in emergency and critical care environments. All new medical personnel undertake the foundational course in critical considerations in aeromedical training (CCAT).

 

Portuguese-speaking Africa: Viscura appointed Assistance Partner

Paris, France, 29 April 2024 – We are delighted to announce that Viscura Internacional has been appointed as an International Assistance Group (IAG) Assistance Partner for four Portuguese-speaking countries in Africa.

Viscura’s appointed areas, including Angola, Mozambique, São Tomé & Principe, and the popular tourist destination of Cape Verde, face many challenges. These include language barriers, limited medical facilities, and supply shortages. In each location, additional factors can further complicate medical cases, such as unstable security, human rights and humanitarian situations, or weak infrastructures driven by poverty and climate shock. Understanding and navigating those factors underscores the crucial role of Viscura’s assistance.

Even before the COVID-19 pandemic, Viscura pioneered an adaptable approach to medical assistance. They established a virtual, nurse-led unit based in Lisbon, specifically designed to cater to the needs of the Portuguese-speaking community, especially in challenging locations. This innovative team is connected to local medical directors in each country, ensuring comprehensive support through telemedicine and comprehensive medical case management.

The assistance unit works with partners in English, Spanish, and Portuguese.

On being appointed as an IAG Assistance Partner, Manuel Silva, Viscura’s CEO, stated, ‘We are thrilled to have passed the IAG’s vetting process and are now recognised as an Assistance Partner.’ He added, ‘ We are keen to participate in the collaborative nature of the IAG and help partners resolve challenging cases in our countries of focus.’

‘It is exciting to have such a focused company join us as an Assistance Partner,’ stated IAG’s General Manager Louise Heywood,’ These are demanding places for the expatriate and travelling communities. The status of Assistance Partner is a commitment to all partners within the IAG to deliver a quality service.’

Viscura’s commitment to social responsibility involves facilitating emergency medical training for doctors and nurses, primarily through American Heart Association courses. The program commences with agreements to train and certify doctors and medical personnel in Cape Verde. They hope to initiate the program by 2025.

Albanian Intercare Services steps up to Assistance Partner as inbound tourism soars

Our former correspondent, Albanian Intercare Services (AIS), has successfully applied to become our Assistance Partner. Formerly correspondent and the hosts of our first EduTour in October 2022, which was a resounding success and set the benchmark for those to follow, we are delighted that they have undertaken another step to advance their valued relationship within the International Assistance Group.

 

AIS is a full-range assistance provider covering medical cases, telemedicine, roadside, third-party administration, security, and legal services. Their capability to respond to large-scale situations was recognised in 2019 with a Certificate of Gratitude from Albania’s Emergency Center Office for their help during the Earthquakes that year.

 

We are firmly committed to being the leading assistance company serving the West Balkans’ increasing volume of inbound travellers,’ stated Margarit Dado, AIS’ General Manager & CEO. He added: ‘Our collaboration with IAG partners at a higher level will result in improved quality and a push for local providers to strive for international standards.’

  

Growth in inbound tourism has been remarkable. Between January and September 2023, 8.3 million inbound visitors were recorded. In 2013, the complete year saw 3.4 million, according to the Albanian authorities.

  

With such rapid growth, infrastructure faces challenges. AIS will provide a valuable resource throughout the assistance case life cycle, including directional care, arranging primary healthcare doctors through to case monitoring, and keeping a careful eye on costs.

  

Founded in 2017, AIS has a solid reputation in the assistance industry, extending to Montenegro, Kosovo, North Macedonia, and Bosnia Herzegovina.