Representing AXA’s strategic expansion into the preventative health space, CEO Xavier Lestrade said the app is “so important” to AXA’s innovation journey and business strategy.

Global Healthcare is continuing its innovation journey by expanding into the wellbeing space with the launch of its new all-in-one digital solution. The AXA – Global Healthcare app integrates healthcare, insurance, and personalised wellbeing features1, to help members effortlessly manage their health journey all in one place.

As part of AXA’s commitment to proactive healthcare and exceptional customer experience, this app combines essential health insurance services, such as access to key policy documents and claims management, with virtual care services and bespoke wellbeing features. The AXA-Global Healthcare app is designed to support both physical and mental wellbeing through an “all-in-one” seamless experience in people’s pockets.

Launching in English and French with further language options planned for 2025, the app’s features are included within the policy cover2 and provides members with:

Virtual Care

• Unlimited real-time access 24/7 to over 450 qualified doctors worldwide on the phone or by video chat through the Virtual Doctor service. In a range of language choices.
• Appointments with a psychologist over the phone or by video call from anywhere in the world for up to 6 sessions through the Mind Health service4
• An independent second medical opinion on their diagnosis and treatment plan from more than 50,000 medical experts around the globe using the Second Medical Opinion service5.
• Multilingual service, available in 20+ languages.

Wellbeing

• Tools to set and track personalised wellbeing goals focused on mind health, physical activity and weight management.
• Track fitness progress, nutrition and synchronise wearable devices with the app.
• A wealth of wellbeing content aimed at reducing stress, improving sleep, and supporting mental wellbeing.

Insurance

• Access to a global network of over 1.9 million providers, which can be searched by location, speciality or even a specific health condition6
• The ability to authorise new treatments, submit invoices or manage and track claims
• A view of their remaining policy limits, insurance cover and policy information
• Access all their key documents, digital membership card and policy handbooks
• Real-time support with a customer service agent via Live Chat7 or send a message securely.

The app will also be accompanied by a new and updated desktop portal, allowing members to access the Insurance and Virtual Care services from their personal computers. “Healthcare without borders” is the hallmark of the new companion app and rings true within the numerous features aimed at helping members access and navigate healthcare anywhere in the world.

Xavier Lestrade, CEO of AXA – Global Healthcare, said: “The launch of our new all-in-one app marks a major milestone in our mission to lead innovation within the international health and wellbeing space. AXA-Global Healthcare plans to be a key player in the growth of preventative health. The app is paving the first steps, demonstrating our journey into wellbeing.

“We are committed to offering our customers advanced tools that not only streamline healthcare management but also support their physical and mental wellbeing. The app integrates access to policy documents, claims, and virtual care services but also to personalised wellbeing services which have been carefully curated in order to support people’s health and wellness no matter where they are in the world.

“At AXA-Global Healthcare, we are dedicated to putting customers’ needs and wellbeing first and protecting their life journeys by making global healthcare more accessible, seamless and holistic.”

The app launched in December 2024 to selected clients with a phased roll-out planned for 2025, marking a significant step forward in AXA – Global Healthcare’s mission to transform global health insurance and deliver unparalleled services and support to its members worldwide.

The deal makes Zurich one of the largest travel insurers globally.

Cara Morton, CEO Zurich Global Ventures said: “This acquisition significantly boosts our travel insurance capabilities and amplifies our global footprint. By welcoming Travel Guard into Zurich Cover-More, we aim to deliver unmatched services and protection to our customers worldwide that go beyond traditional travel insurance and assistance.”

Travel Guard is combined with Zurich’s travel insurance provider, Cover-More Group, under the new corporate brand Zurich Cover-More.

Zurich Cover-More’s subsidiaries, including Travel Guard, Travelex Insurance, Cover More Travel Insurance, World Travel Protection, Blue Insurance, and Universal Assistance, will continue to operate under their brands in their local markets.

Zurich Cover-More will establish its new headquarters in the US under the leadership of chief executive officer David Fike and have regional units in Latin America, North America, Asia Pacific, as well as Europe, Middle East and Africa (EMEA).

This acquisition expands Zurich’s footprint in a global market worth about $20bn in gross written premiums and significantly strengthens its presence in the US market. Zurich now serves more than 20 million customers annually and maintains long-term relationships with more than 200 distribution partners.

The transaction has impacted Zurich’s Swiss Solvency Test (SST) ratio by 5 percentage points. All necessary regulatory approvals have been obtained.

The fourth chapter of SJP’s Real Life Advice Report, launching today, highlights both the role of financial advice in supporting clients identified as having characteristics of vulnerability, and the ongoing barriers and improvements the industry needs to address moving forward.

The study, which surveyed just under 12,000 individuals, demonstrates the value of financial advice when life becomes more challenging. As many as 2.5 million UK adults sought out financial advice in the first place because of unexpected life challenges, with 31% of those receiving ongoing financial advice citing circumstances that can increase the risk of financial vulnerability as their main reasons for seeking support:
o Bereavement – 10%
o Ageing parents – 9%
o Caring for loved ones – 9% o Serious illness – 8%
o Becoming a single parent – 8%
o Divorce – 7%

Overall, 1 in 4 of those receiving financial advice has made them feel less vulnerable (25%), a third (33%) feel more confident, while 26% feel less stressed. In addition, 9 in 10 (92%) say seeking advice has benefited them mentally and emotionally.

Many others say that building financial resilience, which can play an important role in mitigating vulnerability, has been a key benefit of ongoing advice, with 22% saying they feel they now have adequate protection in place, 15% feeling able to cover the money required for health-related issues, and 18% feeling able to pay for any unexpected expenses.

Anna Blake, Chair of the Vulnerable Clients Steering Group, St. James’s Place, said: “Throughout a lifetime, many people will face events and challenges that can increase their risk of financial vulnerability. However, this doesn’t have to dictate their financial future. By seeking informed advice, prioritising mental health, and building resilience, our research shows they can navigate more difficult times with greater confidence.”

However, SJP’s study found that reticence to start conversations and lack of awareness of the support available are significant barriers which may be putting off others from seeking the right support for their circumstances. Research found that more than half (52%) of those who have received some form of financial advice state they would be unlikely to discuss additional support needs with their adviser.

Moreover, whilst a lot of good work is taking place across the industry, the research highlights the continued work that still needs to be done to address vulnerability. Of those receiving some form of advice:
o 1 in 5 (18%) say that little additional help or support was offered when they needed it.
o 15% were simply directed towards charities of similar organisations.
o Only 14% have been offered additional support that they weren’t previously aware was available. This increases to 1 in 4 (23%) among those receiving ongoing advice.

Blake continued: “Our research highlights how we must continue to reshape the dialogue around vulnerable clients. Whilst advisers across the country have been supporting their clients through all circumstances and scenarios over many years, the industry’s understanding of vulnerability, how to identify it in the first place, and how to provide clients with appropriate support, is evolving rapidly. Heading this drive at SJP, I’ve seen a three-fold increase in the number of clients being identified as having characteristics of vulnerability since July 2020, and

“I’m sure others in the industry are seeing similar trends as we all focus on improving our understanding and strengthening the processes and approach that underpin the support we provide. But there is clearly more to do.

“As an industry we need to get better at communicating the value we can offer and come together to address our gaps, share best practice and champion our strengths. If we do so, we have an opportunity to make a real difference and demonstrate more clearly how advice is a force for good in supporting all clients at risk of vulnerability.”

Above the clear guidance from the regulator around what is expected of firms, SJP has outlined five key areas of focus to ensure people receive the additional support they require:
1. Creating more debate around language: The term vulnerability is a label that people don’t walk towards easily and, in many ways, it does not help to illustrate the fundamental point that everybody is at risk of becoming vulnerable at some point in their life. SJP is currently undertaking a body of work around how we phrase questions and prompts to unearth challenges and vulnerabilities in a different way.

2. Sharing industry best practice: No one firm has all the answers, so creating a forum for shared knowledge is vital as this will enable innovation as an industry to ensure good outcomes for every vulnerable client. Coming together more to share learnings and best practice across the industry is in everyone’s interest.

3. Embedding across colleagues: Arming every adviser with the tools, training and support they need is a given, but we need to embed understanding into every corner of our businesses if we are to dispel myths around vulnerability. Mandatory training for all colleagues is an important step in this, but using initiatives such as national awareness campaigns, tools such as expert masterclasses, and alternative resources, such as podcasts, can bring the subject to life in a more impactful way.

4. Harnessing technology: Technology has a growing role to play in leaving no client behind. The likes of online assessment and guidance tools can really help advisers both identify and support vulnerable clients. The introduction of AI voice analytics into contact centres is an exciting development in adding a different perspective in how we spot clients in vulnerable situations more easily and technology will enhance our work as an industry to tackle this issue.

5. Building better Financial Resilience: Finally, advice has a significant role to play in mitigating the impact of vulnerability on financial decision-making by building better resilience in the first place. Our research earlier this year showed that, despite the cost-of-living crisis, 76% of those with a financial plan in place were confident in their financial position and 54% described themselves as financially comfortable compared to 34% who do not have a plan. Putting the fundamentals of sound financial planning in place reduces the urge to make impulsive financial decisions during crises and, as an industry, we must work together to champion this.

St. James’s Place’s Real Life Advice Report explores the benefits of accessing financial advice or guidance through diverse real-life stories from its advisers and clients. The report, released in a series of chapters, aims to highlight how financial advice and guidance can benefit everyone.

Opinium surveyed just under 12,000 UK adults between May and August 2024. Quotas and post-weighting were applied to the sample to make the dataset representative of the UK adult population.

Global Health Adapt provides comprehensive, modular healthcare coverage that adapts to the evolving needs of SMEs and their employees, no matter where they are in the world. With more companies now supporting staff working abroad, ensuring their health and that of their families is looked after, is essential to sustainable business growth. AXA’s Global Health Adapt product addresses this by offering SMEs customisable health insurance options that scale with their workforce.

This will be the first time that AXA Global Healthcare will be offering its latest innovations into a new product. Global Health Adapt will come with the following:

• The ground-breaking Healthcare Payment Card, which will make payments a lot simpler. When clients choose the Outpatient module, their employees can pay for eligible outpatient treatment using the healthcare payment card with just a tap of their mobile device and without using their own funds or filling in any claims forms. No pre-pay. No pre-loading. No-pre-authorisation.

• The new all-in-one app which enables employees to manage their policies, benefit from personalised wellness features, and receive medical support through services such as Virtual Care. From policy documents and claims to proactive health support, the app is designed to be an all-encompassing health solution for globally distributed teams.

With AXA’s powerful reputation as a global health insurance leader, Global Health Adapt is more than just a health insurance product—it’s a commitment to ensuring employees receive care wherever they are, helping SMEs foster a healthy, productive workforce, and empowering businesses to focus on growth without compromising employee well-being.

The product was previewed at global events over the last few weeks and was met with excitement from key intermediaries. One guest from the Hong Kong event said of the launch: “Very innovative, the product. Easy to digest, very well organised and I can’t wait to introduce it to my clients.

“What stood out is the flexibility of the modules, and the understanding of the local markets- with the semi-private room option being catered for in this market. I appreciate that you introduced it in HK market first”

Xavier Lestrade, CEO of AXA Global Healthcare said: “In today’s increasingly global economy, running a small or medium enterprise (SME) presents unique challenges, especially when it comes to managing a dispersed workforce. From navigating tight budgets and manoeuvring an unpredictable market to seizing new opportunities and scaling up, business owners are constantly balancing local operations while keeping their international employees’ wellbeing top of mind.

“I am thrilled that we are bringing to market a transformative insurance solution tailored to these businesses’ unique needs. While the IPMI industry has previously lagged behind in product innovation, we’ve created a solution which adapts to the evolving needs of SMEs.

“Human experience matters in insurance and is just as important as digital-based experience, and this is where we, at AXA – Global Healthcare, are aiming to make a difference with a new proposition that combines excellence in customer care with a ground breaking tap & go payment card and a new all-in-one app (insurance, wellbeing and telehealth services in one single app available 24/7, everywhere in the world).

“AXA is the largest Health & Employee Benefits insurer in the world (excluding the US), and we will leverage this scale to grow our International Heath (IPMI) business over the next 5 years. The SME market is a core pillar of this growth vision.”

The new IP product is in addition to Scottish Widows’ existing Term, Multi-Benefit and Mortgage Protection products on The Exchange.

Iress’s global head of product for sourcing, Jacqui Durbin, said: “As long-standing partners of Scottish Widows, we’re delighted to support its launch into the Income Protection space through our extensive distribution network on The Exchange. It also supports our commitment to offering the broadest range of products to brokers and advisers.”

Scottish Widows’ Protection Director, Rose St Louis, said: “Our goal is to help people to be better prepared financially if they were not able to work. Our new IP product is the next step on our mission to help people build their financial resilience and make it easier for advisers to serve more of their customers’ needs with a streamlined process and slicker experience through tech partners like Iress.”