Qorus Innovation in Insurance Awards 2023- Nominated

ERGO / Air Doctor travel insurance services

Submitted by
12/04/2023 Insurance Innovation


Travelers can simply book appointments with doctors of their choice anytime, anywhere i.e. based on location, language, customer review etc. And they don’t have to pay the doctors out of their own pocket. Therefore, the Net Promoter Score is constantly over 85.

Innovation presentation

Together with the Israeli start-up Air Doctor, ERGO Reiseversicherung offers customers a unique service for medical care abroad: find the right doctors nearby easily and digitally and book appointments, no worries about payment and administration – no advance payment, damage report and billing. The customer journey that you wish for when you have to see a doctor abroad.

It is usually difficult to find fast and qualified medical help on the spot in travel countries without communication problems (language), as well as to arrange appointments promptly and easily and to get treatment. The financial advance payment (partly high bills) is often annoying, as is the subsequent settlement with the insurer. In addition, for many customers the reimbursement amount by the insurer is not transparent, they do not know what they will be reimbursed and what not.

With the Customer Journey we solve a real customer problem. ERGO Reiseversicherung was the first German insurer to launch the Air Doctor service on the German market as part of a scouting project by the ERGO Innovation Unit. The feedback from customers is convincing: NPS >80%.

Uniqueness of the project

Air Doctor is active in more than 70 countries and has more than 20,000 doctors on its platform (app and web). Customers can easily select local doctors and filter by the desired language, gender or geographic distance. The app also offers information and images on the biography, ratings and the practice rooms. Patients can make an appointment at short notice in the practice, in their accommodation or via video.

As a rule, customers receive the appointment confirmation within 45 minutes. After consultation with the doctor, prescriptions can also be issued (also possible in many countries via telemedicine).

There is no prepayment, no damage report and no post-trip accounting required. Air Doctor pays the doctors promptly and sends collective invoices to ERGO. In this way, Air Doctor ERGO saves on claims processing (away from an individual reimbursement with individual examina-tion/ accounting towards a collected individual invoice, without an individual examination).

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