The fifth edition of Health & Protection’s international private medical insurance (IPMI) service ratings measuring the performance of providers across the sector is now available.
This year 14 providers have been reviewed and rated by Health & Protection readers with the highest overall scores recorded across the sector.
In all, seven providers achieved the coveted Five Star rating this year – equalling the highest figure so far.
April International, Bupa Global, Cigna International, UnitedHealthcare Global and IMG retained their Five Star rankings from last year and were joined by Axa Global Healthcare and Aetna International.
A further five providers earned Four Star ratings, four achieved Three Star ratings and four received Two Star marks.
‘Shine a light on service’
An exclusive insight into the results was presented at Health & Protection’s Global Mobility & Health Summit last week.
Luke Beacon, head of research at Definite Article Media, publisher of Health & Protection, told delegates service standards were at their highest ever recorded levels and improved year-on-year across all the seven criteria, with an industry average score of 77.6.
“Since 2024 there’s been a steady increase, so that points to better standards overall,” Beacon said.
“Hopefully this project, which has been running for five years, helps to shine a light and put more focus on this and has helped to contribute and hold providers to account so they are providing better service to advisers.”
The biggest difference in scoring was for appreciating and developing my business followed by claims handling.
More than 200 intermediaries surveyed
The Health & Protection IPMI Service Ratings cover providers in the international private medical insurance market.
Ratings are based on independent market research conducted with more than 200 verified advisers, consultants and brokers.
Providers are ranked by intermediaries for their overall service proposition across six sub-areas:
- Appreciating and developing my business;
- Claims handling;
- Compliance support;
- Ease of use of adviser-facing technology;
- Quote and application support;
- Speed of response to queries;
- Staff expertise and problem solving.
Download the report and Service Ratings by following this link or clicking on the front cover image below.
