One of the most in-demand and charismatic customer experience speakers and consultants in the world today, David Avrin, CSP, GSF, has shared his content-rich, very entertaining and actionable presentations with enthusiastic audiences and organisations across North America and around the world. Recent presentation locations include Singapore, Bangkok, Melbourne, Brisbane, Antwerp, Buenos Aires, Bogota, Mumbai, Sri Lanka, Abu Dhabi, Manila, Rotterdam, Barcelona, Monte Carlo, London, New Delhi, Kuala Lumpur, Johannesburg, and Dubai. David helps organisations better understand and serve their changing customers and clients to help future-proof their businesses by becoming ridiculously easy to do business with.

David’s business insights have been featured on thousands of media outlets around the world. He is also the author of five books published in multiple languages including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: Ridiculously Easy to Do Business With: A practical guide to giving customers what they want – when and how they want it. 

Lloyd is CEO of the TRIP Group and the former Overseas Security Advisor to the British Government. Throughout his career Lloyd has played a crucial role in ensuring the safety and security of personnel abroad. His high-level insights and behind-the-scenes assignments have been invaluable in safeguarding national interests and protecting those deployed on overseas operations.

Lloyd’s knowledge of international security is nothing short of remarkable. With experience of operating in over 80 countries, including some of the world’s most dangerous and challenging regions, he’s developed a deep understanding of the complexities of geopolitics. He has been responsible for providing security briefings to ambassadors, ministers and the heads of the UK’s intelligence agencies, as well as international corporations and NGOs. Lloyd is author of the highly acclaimed book, The Travel Survival Guide and regularly provides commentary for the media on travel security related stories.

Having specialised in emergency medicine, and with a diploma in tropical medicine from Germany, Bettina moved to Kenya to join AMREF Flying Doctors (AFD) in Nairobi, Kenya where she served in the organisation for 21 years as a Flight Physician, Medical Director and from 2012 to 2019 as the Chief Executive Officer. She relocated to Berlin, Germany, in 2020 for personal reasons and is now working across both continents in an advisory capacity for AFD and as an auditor and board member for EURAMI.

During her service and leadership, AMREF Flying Doctors developed from an aero-medical outreach programme of AMREF Health Africa into a successful, award-winning, EURAMI accredited international air ambulance company that is providing aeromedical patient transports locally, regionally and over long distance. Bettina also encouraged and oversaw the beginning of AFD’s jet operation, starting with the procurement of two jet aircraft, which significantly broadened AFD’s capabilities towards long-haul reach. AFD has since achieved world recognition and has become an important pillar and vital source of funding for its parent organisation, the humanitarian organisation AMREF Health Africa, to achieve its mission of lasting health change in Africa.

As Medical Director, David is responsible for overseeing the international health insurer GeoBlue’s medical case management activities including development and implementation of innovative clinical programmes and policies. He also oversees network development, engagement of providers, product design, strategic planning, and sales support to ensure access to, and quality of care for members.

David is a board-certified Emergency Physician. He previously, as Global Medical Director, Aviation and Maritime Services, International SOS, led and oversaw the global delivery of assistance services to the aviation and maritime industry. His teams provided industry-leading telemedicine medical services to the highest standards of excellence for global clientele including commercial airlines, business, and general aviation aircraft, luxury yachting and commercial shipping vessels.

David developed and managed highly trained professional operational and medical team members in global multi-platform delivery operations in the US, Europe, Africa and Asia. He also served as a member of International SOS Medical Director Team in support of regional Americas and international operations assistance service delivery.

Early in his career he practiced military, hyperbaric, travel, remote bare base and aerospace medicine while serving 15 years in the United States Air Force with deployments throughout Europe, the Middle East and Africa.

Sean entered the world of Flight Medicine in July of 2016 when he joined REVA, INC (Air Ambulance) as a full-time Flight Nurse and Medical Coordinator and established his leadership role as the Director of Medical Operations in 2021. As the Director of Medical Operations, he oversees the 24/7/365 Medical Department made up of 100+ Medical Staff. He brings over 12 years of experience in the medical field, previously working in emergency departments and trauma centres before joining the REVA team. In addition to Sean’s leadership role as Director of Medical Operations, he still maintains an active flight status as a Flight Nurse and can be found flying weekly with his medical teams. His main focus on a day-to-day basis is ensuring that he and his teams are providing the highest level of care to each and every patient, along with providing excellent customer service to all clients.

Sean received his Diploma in Nursing at the Western Pennsylvania Hospital School of Nursing in 2012, in Pittsburgh, PA, his Bachelor of Science in Nursing (BSN) from California University of Pennsylvania in 2014, and holds an MBA in Healthcare Management from Western Governors University in Salt Lake City, Utah. He has also been an active member of the Air & Surface Transport Nurses Association (ASTNA) since 2017. He is also a regular contributor to AirMed&Rescue magazine.

Natalya Butakova is CEO of AP Companies Global Solutions, leading international independent third-party administrator (TPA), healthcare management, cost containment and emergency medical assistance company. Natalya has been with AP Companies since 2005, having previously worked in private hospitals. Within AP she has been involved in business development projects, client management, new office set-ups, sales and digitalisation processes. “Growing together with AP has been inspiring and exciting,” she says. “Work has never been routine and monotonous for me, but rather always challenging, developing and motivating. Helping people to live a better life and getting better healthcare by itself is a huge motivator.”

AP Companies is a leading international independent TPA, healthcare management, cost containment and emergency medical assistance company, and has the largest direct medical provider network in 185 countries. AP is at service 24/7, successfully meeting the medical needs of clients from all types of industries, whenever and wherever they need us. Our professional experience, flexibility, determination and medical provider network capabilities help us to find a solution to satisfy any type of medical need and service expectations. As an international company with local presence in more than 30 countries across the globe, we bring together knowledge and experience, while understanding capabilities and cultural differences when accessing medical care by expats, professional workers, travellers, and local insured members. AP’s specialist Cost Containment team consistently achieves significant savings and carefully controls the expenditures of its clients.

François Jacquemin is the Chief Executive Officer of Foyer Global Health, which he joined in 2021.

His focus is on growing existing partnerships and forging new ones, while overseeing an in-depth digital transformation to better serve FGH’s globally-mobile clients.

A senior insurance executive with wide-ranging global experience in strategic development, digitalisation, and the execution of international programmes, he has enjoyed a 25-year career covering insurance, pensions, employee benefits, product management and business development.

He is a firm believer in the power of technology to streamline and improve services in the medical and health insurance industries.

Zsuzsanna is a distinguished professional with over 15 years of experience in the travel assistance sector, committed to quality and customer orientation. With strong organisational and leadership skills, she has held various roles at International SOS, a leading company in medical and travel security assistance, and currently serves as the Head of Travel Assistance at Iris Global Soluciones.

Zsuzsanna began her career in 2009 as a Travel Assistance Operator, demonstrating leadership ability and conflict-resolution skills. She was promoted to Team Leader in 2011, solidifying her reputation in team management and handling complex situations. In 2013, she assumed the role of Travel Assistance Supervisor, where she oversaw medical assistance cases and managed teams until May 2021.

Since joining Iris Global Soluciones, Zsuzsanna has continued to demonstrate her commitment to excellence and customer satisfaction. Her proficiency in multiple languages and ability to adapt to multicultural environments have been crucial in her career, enabling her to manage diverse teams and effectively assist clients from various parts of the world.

She has collaborated with the University of Helsinki, where she has shared her academic experience.

With over 25 years’ experience in the travel insurance industry, Sasha knows how to deliver on customer needs in emergency travel, medical assistance, emergency evacuation and claims management. For today’s travellers, Sasha combines this experience with a team-based approach to find innovative tech-based solutions for delivering relevant products and services.

Prior to battleface and Robin Assist, Sasha worked for AIG Travel Guard and the Tangiers Group, where he focused on customer service while developing and leading international medical, logistics, and travel assistance operations.

Often, you’ll find Sasha working alongside his team, answering phones, selling travel insurance policies, and managing emergency assistance cases. This gives him a real sense of what global customers are truly looking for in today’s environment.

Brad joined TuGo in 2003 as Executive Director, Business Development. In his current position as Chief Customer Officer, he is responsible for all customer-facing operations. In addition to overseeing strategic growth and development of the traditional sales segment, he oversees the Claims and Cost Containment team as well as managing Customer Service and Customer Operations teams.

Brad is a stalwart supporter of the Travel Health and Insurance Association (THiA). Over the past six years, he has held various THiA roles; Vice President, President, and Past President, as well as being a member of numerous THiA committees.

Brad’s insurance experience spans more than 30 years; before joining TuGo, he was Vice President of Marsh Canada Ltd., one of the world’s leading risk and insurance services firms. At Marsh, Brad provided risk management and consulting services to a diverse mix of multinational and corporate clients, as well as universities and government agencies. Prior to his role as VP of Marsh Canada, Brad spent 25 years with Aon and Marsh & McLennan in various roles providing risk management and consulting services to corporate clients, with an emphasis on medical and health insurance programme structure.

Brad attended Concordia University College of Alberta and the University of Alberta. He has a Canadian Accredited Insurance Broker designation.

James Prebble is founder and CEO of Palladium Group Ltd.

He is a seasoned technology professional with over 20 years of experience in creating tangible value with digital technology for some of the world’s leading investors. His career began in the innovation team at Cancer Research UK, and he later served as the digital strategy director at a leading London agency. He has been instrumental in several digital transformation programs at top-tier organisations such as Zurich, AXA, Bluefin, L’Oreal, and Sage.

James co-founded Palladium in 2015, a multi-award-winning digital advisory firm, with a vision to transform digital strategy consultancy into a practice focused on action and execution. Under his leadership, Palladium has grown exponentially, joining the Next 15 family in 2019 and acquiring two specialist advisory firms, onefourzero and White Space Strategy. This growth has allowed Palladium to provide its clients with access to experts in digital technology and proven sector experience.

James’s fascination with artificial intelligence (AI) led to the creation of PrismGPT, the UK’s first private equity-trained, secure GPT environment. This tool, along with others such as Prism Diligence, provides tangible, operational improvements for clients and has carved out a niche for Palladium in the private equity sector with specific success in the Insurance and Legal sectors where AI has been adopted at pace. With plans for further geographic expansion and acquisitions pending in the US, James continues to focus on delivering unparalleled value to clients and supporting the private equity market and their portfolio companies to grow.

Paul is a seasoned insurance industry professional with nearly two decades of experience. His career includes a significant tenure at Allianz’s head office in Munich, where he spent seven years, including three years as the Regional Chief Marketing Officer for Central and Eastern Europe. Paul has a deep understanding of the application of artificial intelligence (AI) within the insurance value chain. He has explored various facets of applied AI and is passionate about harnessing its potential to enhance business value in the insurance sector. Additionally, Paul has co-founded a boutique M&A advisory firm that focuses on alternative investments across the sports, health, insurance, and entertainment sectors, with operations in London and Hamburg.

As Senior Vice President, Chief Administrative Officer and Head of Assistance and Claims of AIG Travel, James Page has global responsibility for AIG Travel Operations and Assistance Services. Previously he was President of AIG Travel Assist, Inc., and President of American International Assistance Services, Inc. James joined AIG in 2000 and has played an integral role in the development and growth of the assistance business and call centre operations worldwide.

James has a bachelor’s degree in finance from the University of Georgia and serves on the Board of Stewards for Faith United Methodist Church, Richmond, Texas. James previously worked in the finance and corporate planning group at Dell Computers. He began his career at AMR Corporate in Dallas, Texas, where he held several positions at American Airlines.

Irene is a leading professional in the world of insurance and assistance with international experience. She joined MAPFRE in 2010 as Technical Director of VERTI Spain, and has led actuarial, underwriting, marketing, BI and analysis, and business development areas. In 2017 she was appointed CEO of VERTI Spain. In 2019, she was appointed CEO of INSUREANDGO and ABRAXAS in the UK. In 2021, she returned to Spain as Deputy General Manager of the Business Development and Marketing Area, and Regional Director of IBERIA for MAWDY. That same year, she joined as a member of the MAWDY Management Committee. Since January 2023 she has been Deputy Chief Business Officer and Chief Data Officer of MAWDY.

Dr. Jong is the Group CEO and Group Medical Director at EMA Global, a company he established in 1991. Renowned for contributions to clinical anaesthesia, intensive care medicine, and aeromedical expertise, Dr. Jong holds a prominent position as a leading sub-specialist in aeromedical medicine. He also meticulously supervises all transports and actively engages in the aeromedical training and quality assurance initiatives for EMA Global’s medical escorts.

Dr Ludovic Gros is the Group Chief Medical Officer at IMA, having previously served as Deputy Group CMO for two years. With over 20 years of experience as a Doctor (M.D.), Air Force Veteran, and Chief Flight Surgeon, Ludovic specialises in general practice, emergency medicine, and aviation medicine. He has led global projects, including a notable international MEDEVAC initiative in the Netherlands, and has served as technical director for international NATO military conferences. At IMA, he represents the medical teams and the insurance side, driving a mission to provide high-quality, compassionate care in all emergency situations.

Helen is a highly experienced barrister, specialising in Clinical Negligence and Personal Injury (including claims relating to injuries suffered abroad). She is particularly known for her work in exceptionally sensitive cases or those involving catastrophic injury, and has specialist experience in the cosmetic surgery field.

Helen is recommended in recent editions of Chambers & Partners and The Legal 500 for her advocacy (“technically excellent, extremely knowledgeable and very articulate”,  “a hugely impressive barrister”); her written work (“she commands authority and writes beautifully”, “her drafting skills are exemplary”);  and her client management (“she is an astute tactician and has an excellent manner with clients”, “very attentive and clients really like her”).

Away from the Bar, Helen sits as a part-time judge in the Crown Court (she was appointed a Recorder in May 2023) and is a founding trustee of the educational charity LMK (Let Me Know), which works with young people to prevent relationship abuse and domestic violence.

Andy has 20 years of FCDO experience, with postings to Malawi, Egypt, Vietnam, and Japan working on a range of portfolios. He has considerable consular and crisis experience, as well as working on political and trade issues.

In his current role, using a behaviour-change approach, he leads a global team that works alongside host governments and the travel and insurance industry to make travel safer for British people overseas.

Vered is the CEO of OneBefore, bringing 20 years of extensive experience in the pension and general insurance markets across South Africa, the UK, and Europe. Prior to her current role, she served as the Chief Underwriting Officer for AIG’s consumer business in the UK and is a trained pricing actuary.

With her multi-discipline background in pricing and underwriting, Vered has a proven track record of launching and effectively managing insurance solutions. She is currently focused on rewriting the rules for consumer products in the insurance industry, aiming to bring more meaning and value to these offerings. Her approach involves clearly articulating the underwriting intention of policies and then pricing and managing them accordingly.

Daniel leads the travel team at Blake Morgan LLP. He is a specialist lawyer in insurance, multi-jurisdictional disputes, recovery/subrogation, travel insurance litigation, tour operator and airline liability. He is qualified as a solicitor in England and an Attorney at Law (non-practising) in New York. Daniel is well known for handling large liability claims and outlay recovery. He is a leader in Travel law, recognised as a leading lawyer by Chambers (ranked for 15 years) and in the Legal 500 Hall of Fame.

Daniel has a particular specialism in advising insurers, their policyholders, tour operators and airlines when dealing with disputes with an international or multi-jurisdictional element. He advises insurers, travel agents, tour operators and airlines as to their regulatory requirements and on commercial matters.

Some of the landmark cases in travel and insurance have been handled by Daniel and the multi-lingual team at Blake Morgan LLP.

Adrian joins Crisis24 as the Medical Director, becoming the clinical lead of the Crisis24 medical team. He brings significant knowledge of International Assistance in remote settings having worked with the FCDO, the oil and gas industry, film and television organisations, and is well known in the field of medical communications, especially for his work during the Covid-19 epidemic.

Adrian qualified as a doctor in 1990 from Sheffield University Medical School and pursued a career in Emergency Medicine which led to an interest in travel medicine. He practised as a doctor on cruise ships before working with the Aboriginal Medical Services in remote-area medicine in Western Australia. He started his career in global medical assistance in 2001 as a flight doctor, performing hundreds of emergency evacuations from all parts of the globe. He later became involved with the management of all aspects of international assistance as he progressed through the ranks, reaching the position of Chief Medical Officer, a role he has held for many years. He is highly regarded as a senior voice in the industry, having experience at the highest level with managing complex cases for many multi-national companies and governments.

Carolyn is the CEO and founder of maiden-voyage.com. A pioneer in the space of inclusive travel security, Carolyn has received numerous awards for her work across the globe empowering individuals, corporations and travel industry suppliers to ensure that everybody can travel safely, whatever their personal characteristics. She is a well-known figure in the security industry, having spent a number of years on the Global Business Travel Association Risk Committee, and is regularly featured in the press and conference agendas around the world, always pushing the agenda with her insightful thought leadership.

As Head of the global medical provider management function for Allianz Partners, David leads a team of 140+ multidisciplinary medical network professionals across 38 different countries, developing medical network solutions for the health, travel and assistance lines of business globally for Allianz Partners. He has been leading this function since his return to Allianz in 2020, having previously held the role of Director of Payment Integrity for United Healthcare, focusing on US domestic provider waste and leakage controls.

Prior to his role with United Healthcare, David held a number of roles with Allianz Partners from 2010–2018, spanning roles in network management, global strategic programmes, and health operations leadership, driving significant change, growth and performance improvements at a time of major transformation for the organisation. He began his career with Microsoft, and developed a deep appreciation of the power of technology to drive accelerated performance and the highest standards of partner relationship management.

Helen Calderini is Head of Global Medical Network at April International.

Raised in Worcestershire, UK, Helen completed her Business Management Degree at the University of Worcester from where she then leapt on a plane for French adventures and has never looked back! Her becoming a dual citizen of France and the United Kingdom and working with multiple cultures brings a unique international perspective to her work. Her global experience has given her an appreciation for the value of family, life, and diversity of thoughts and opinions.

Helen has worked within the IPMI Industry for different players gaining 20 years of professional experience in Medical Network. She has a strong track record in building tailor-made networks across the world. Thanks to her comprehensive and documented understanding of network development and maintenance on all continents, Helen strives to ensure that all her provider negotiations meet the right balance between quality of care and cost containment.

Ted Jones, the founder and chairman of Northcott Global Solutions (NGS), has dedicated his career to delivering rapid, tailored solutions in global risk management, emergency evacuations, and crisis response. With extensive experience in navigating complex and high-stakes situations across the globe, Ted established NGS to bridge gaps in the industry, providing innovative, flexible services that prioritise client safety and security. Under his leadership, NGS has grown to be a trusted partner in managing crises, supporting organisations and individuals in the most remote and challenging environments. Ted’s visionary approach has positioned NGS as a leader in the sector, with a strong focus on operational excellence and cost-effective strategies. Ted continues to drive the strategic direction of NGS, ensuring that the company’s mission of safeguarding lives and assets remains at the core of its operations. He is committed to maintaining high standards of service while adapting to the evolving needs of the global risk landscape.

Hayley is a highly skilled Insurance professional with 20 years’ experience working in the international insurance industry. Her experience spans various health insurance core functions including claims, emergency assistance, partner management and network contracting. She currently leads the Americas network contracting team at Cigna healthcare – building and driving strong foundational relationships in the market and maintaining and developing a robust and affordable medical network, and executing on a global strategy that drives business growth, a scalable network, and delivers innovative healthcare solutions.

Amy Brown is the founder and CEO of Authenticx – the conversational intelligence platform that analyses and activates customers’ voices at scale to reveal transformational opportunities in healthcare.

Amy built her career as a rising executive in the healthcare industry, during which time she advocated for underserved populations, led and mobilised teams to expand healthcare coverage to thousands of Indiana residents, and learned the nuance of corporate operations.

In 2018, she decided to leverage her decades of industry experience to tackle healthcare through technology. She founded Authenticx with the mission to bring the authentic voice of the customer into the boardroom and increase positive healthcare outcomes. In 2023, Authenticx was ranked No. 349 on the Inc. 5000, recognised as one of America and Indiana’s fastest-growing private companies.

Mark Carney is a distinguished executive leader with over 35 years of experience in the insurance industry. Since joining WorldTrips he has served as President and CEO of the Tokio Marine HCC subsidiary. Under his leadership, WorldTrips has experienced significant growth and innovation.In 2020, Mark was appointed Chief Product Officer for Tokio Marine HCC’s Global Travel Group, where he played a crucial role in driving strategic acquisitions, including On Call International and InsureMyTrip.com. His vision and leadership have been instrumental in transforming the Global Travel Group, achieving substantial growth, and expanding the company’s market presence.

Mark holds a Bachelor of Science degree from Purdue University, where he remains an active philanthropic leader. He is a founding officer and board member of the Boiler Business Exchange, Chairman of the Board of Boilermaker Alliance, and a board member of the Heroes Club, a foundation supporting first responders. In the broader insurance industry, Mark’s influence extends through his board roles with several non-profit organisations, including the United States Travel Insurance Association.

Mark’s career is marked by his transformational leadership, strategic vision, and commitment to growth and innovation in the insurance industry. His extensive experience and dedication to excellence continue to drive success for the organisations he leads.

Stephen Gitau is the Chief Executive Officer and Accountable Manager at AMREF Flying Doctors. He has been instrumental in advancing the company’s strategic objectives, driving operational excellence, and fostering innovation to enhance client experience for the past four years. Before stepping into the CEO role, Stephen served as the Chief Finance and Administrative Officer at AMREF Flying Doctors, where he managed the financial operations, executed strategic initiatives, and oversaw key administrative functions. He holds a Bachelor’s degree in Economics from the University of Nairobi and an MBA in Finance and Strategic Management from Strathmore Business School. Additionally, he is a Certified Public Accountant and a Certified Information Systems Auditor with extensive expertise in financial management and corporate governance.   Under his leadership, AMREF Flying Doctors continues to strengthen its position as Africa’s leading air ambulance service provider, committed to delivering exceptional medical care and support across the continent and beyond.

Dr Evelyn Leechawengwongs is the Assistant Director of Utilization Management and International Third Party Payer Services at Bangkok Hospital, the flagship institution of Bangkok Dusit Medical Services (BDMS), the largest private hospital network in Thailand. With seven years of experience in the field of utilisation management, she has recently transitioned into a pivotal management role, focusing on enhancing services for patients with international insurance. Dr Leechawengwongs is board-certified in Internal Medicine, Allergy, and Clinical Immunology. In her current role, she is dedicated to optimising patient care and streamlining processes to accommodate insured patients and international insurance companies.

Laura Hilton has over 25 years’ experience creating quality-driven, cost-effective global healthcare networks. The architect of a worldwide healthcare network available to over 62 million insured members in 180+ countries, Laura is passionate about leveraging technology to simplify the healthcare experience. Laura has developed customized international healthcare solutions for multinational corporations, family offices, study abroad programs, NGOs and professional sports teams. A graduate of Yale University, Laura speaks five languages.

José L. Castellanos is the Head of Global Network at Falck Global Assistance, overseeing all provider relationships worldwide. With over 25 years of experience in the insurance industry and its ecosystem, José has a proven track record in managing complex projects, internationalisation, and supplier management. He holds university degrees from four different countries, showcasing his global perspective and cross-cultural expertise. Known for his strong communication skills in Danish, English, and Spanish, José excels in stakeholder management and project execution.

Alberto Carson is a seasoned expert in the field of international medical networks, boasting over 25 years of dedicated experience. With a Bachelor of Arts degree in International Business, he has cultivated a diverse skillset that has proven invaluable in the evolving landscape of healthcare services across borders. His educational background laid a strong foundation for a career characterised by strategic insight and an unwavering commitment to enhancing medical service delivery. Alberto has made significant contributions to the establishment and optimisation of medical billing systems for a variety of healthcare providers in Latin America. He has worked closely with hospitals, clinics, and healthcare networks to implement efficient billing processes that enhance revenue cycle management and improve overall patient care.