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This article is part of Health & Protection’s IPMI House of Lords Roundtable. Read and download the roundtable supplement by following this link.
Small to medium-sized enterprises (SMEs) remain one of the most dynamic and resilient segments in the global economy.
Yet, in today’s environment marked by economic pressure and geopolitical uncertainty, their expectations of IPMI providers continue to evolve.
While many of the core challenges SMEs faced 12 months ago persist, new considerations around risk, access to care, and service delivery are shaping how providers must respond.
Balancing value, flexibility and simplicity
Cost efficiency remains central to SME decision-making.
With tighter budgets and ongoing macroeconomic pressure, businesses continue to prioritise solutions that deliver strong value while maintaining global cover.
As a result, we still see frequent market movement, with brokers actively seeking competitive alternatives for clients.
At the same time, SMEs expect flexibility. Modular plan designs, particularly around benefits such as maternity, dental and wellness are now a requirement rather than a differentiator.
This flexibility enables employers to tailor coverage to their workforce profile while managing cost effectively.
Equally important is simplicity. Unlike large corporations, SMEs often lack dedicated HR teams with specialist insurance expertise.
Providers must therefore offer more hands-on, consultative support, from onboarding through renewal to help SMEs navigate complex benefit structures and compliance requirements.
Geopolitical stability: A constant pressure, not a disruptor
Despite geopolitical tensions in the Middle East, we have not seen a fundamental shift in demand for IPMI solutions.
SMEs continue to prioritise access to quality healthcare for internationally mobile employees, and their core needs remain consistent.
However, these events have sharpened awareness around coverage limitations and duty of care responsibilities.
Brokers and clients are focused on understanding what is and is not covered, particularly in relation to war, terrorism and security-related incidents.
There is also growing interest in how insurance solutions integrate with broader risk management strategies.
In this context, clear communication is critical.
Helping SMEs understand policy scope, exclusions, and available support ensures they can make informed decisions and set realistic expectations for their employees working abroad.
Technology enabling better outcomes
Technology continues to play a transformative role in how IPMI solutions are delivered, particularly for SMEs seeking efficiency and ease of use.
Artificial intelligence is now enhancing key operational areas such as claims processing, medical reviews, and risk identification.
By accelerating claims adjudication and improving consistency, AI helps reduce delays in care and reimbursement, which is an important factor for SMEs with limited internal resources.
At the same time, the approach of providers should remain primarily human led. AI can support decision-making, but accountability and customer engagement should stay with experienced professionals.
This balance is essential, particularly in high-stress situations where empathy and trust are critical. Digital tools, including intuitive claims portals, are also becoming indispensable.
SMEs and their employees expect seamless, transparent processes that mirror the simplicity of consumer technology.
Easy claims submission, real-time updates, and accessible documentation all contribute to a stronger customer experience.
Telemedicine and hybrid care
Telemedicine has moved from a convenience to a core component of IPMI offerings.
For globally mobile SME employees, the ability to access virtual care is a significant advantage, particularly for non-emergency conditions.
Utilisation continues to grow, driven by convenience, quicker diagnosis, and improved accessibility.
Telemedicine reduces the need for in-person visits, which can be both time-consuming and costly depending on location.
Looking ahead, we expect telemedicine to play an expanding role not only in urgent care but also in preventative health and wellbeing.
The long-term model will likely be hybrid, combining virtual consultations with in-person treatment where needed.
For providers, the challenge will be maintaining a strong human touch while delivering scalable digital services that meet diverse regulatory and cultural requirements across markets.
Delivering more than insurance
As SMEs continue to expand internationally, their expectations mirror those of larger corporations.
Beyond core medical cover, they are seeking guidance on regulatory compliance, employee wellbeing, and broader duty-of-care obligations.
This presents a clear opportunity for brokers and providers to deepen relationships by delivering value-added services.
Whether through enhanced reporting or integrated health and wellbeing solutions, the ability to act as a partner, not just a provider, will define success in this segment.
This article is part of Health & Protection’s IPMI House of Lords Roundtable. Read and download the roundtable supplement by following this link.
