Customer Journey Enhancements

When Kevin Melton joined IMG in September as Global Head of IPMI, he knew that despite fierce competition, IMG was on its way to being one of the top international insurance providers in its sector. In this article, Kevin shares how IMG is enhancing the customer journey.


“Welcome to our IMG Broker Newsletter. This is the first of what we intend to be regular updates for our brokers.


I’d like to start by saying thank you for all your continued support over the last few years. Your support is always genuinely appreciated and certainly never taken for granted. As you will see below, we are acutely aware of the need to keep improving the service we give to you and your clients. I am really looking forward to the time when we launch our new Global Product range under the one brand of IMG. Work is well underway for this, and we will keep you updated on these developments in the coming months.


I have made some changes to the sales team structure, and this includes a new team that is focused on working with you to help you renew your existing IMG clients with us. I am also delighted to welcome Sophie Cummins who will be joining the sales team as UK/ROW Regional Manager on September 1st. Sophie’s experience will be a valuable addition to the team.


I very much hope we get the opportunity to meet in person in the coming months. It is an absolute priority for me that we meet as many of you as possible and listen to your thoughts and ideas and simply build trusted long-term business relationships. Virtual meetings work well, but it is still very important that we try to visit and meet in person on a regular basis.


In the meantime, I wish you and your families a relaxing Summer.”


- Kevin Melton, Global Head of IPMI

As part of IMG’s One Company, One Brand strategy, work is underway to unify ALC and IMGE together under the single IMG brand, making it easier and simpler to leverage global platforms, simplify processes, and scale systems into a singular, customer-focused experience.


We have recently launched WhatsApp and SMS features to allow customers to communicate directly with our claims team, submit details, and track claims statuses—leading to faster claims turnaround times and a better user experience. Additional future developments include digital insurance cards and real-time claims processing.


An easy-to-use quotation service is now available, in addition to our website, to provide your customers with a quote more quickly. For more information, please contact your account executive, business development manager, IMG representative or visit this page for additional contact options. Our regional sales team is available online or in-person to provide training on this new service.


For now, MyALC and MyIMG member portals will continue to service the needs of our policyholders separately, but we’re constantly working to enhance this service and ensure our customers are aware of its benefits. In addition to providing an online entry point to all essential policy documents, it’s another efficient way for members to contact our claims department and find nearby medical centres.

In March, IMG appointed Guillaume Lange to head up business expansion plans in France and Benelux. We caught up with Guillaume to find out how things were going.


Why is IMG expanding into these new regions?


IMG has the right products to meet the demand of digital nomads, expats, and SMEs in general. France and the Benelux region see many migrations of inpatriates and expatriates who need to be covered for their short- or long-term stay. IMG has various medical plans available for them! Furthermore, Europe is a strategic region for IMG where we want to have a significant footprint by 2025.


What are our goals and business objectives?


Our main goal is to approach as many intermediaries as possible to express our will to expand in the region. Developing the brokers’ network in the region will allow us to expand our distribution capabilities and create new products with third parties when a business opportunity arises. Our long-term objective is to be the preferred medical insurance provider for brokers when they think of travellers, expats, and digital nomads.


Why should brokers want to work with IMG?


Our brokers are the most vital part of our business, and we recognize the importance of the relationships we build with them. Not only do we offer sales tools, marketing support, and a comprehensive range of products for your customers—but a close relationship is important to us. Our brokers in the region can contact me directly for any enquiries. One point of contact makes things easier and quicker so that business can be conducted smoothly together.


Please reach out to me at +33695350762 or Guillaume.Lange@alchealth.com, and let’s schedule a meeting to discuss how we can work together. I’m looking forward to developing more business with you all.

As part of our growth and business development strategy, IMG is attending many regional trade and industry events.

In May, IMG presented at the Health & Protection IPMI Summit, a sector-leading event where key senior figures from the major IPMI adviser and broker firms gathered to discuss the future direction of the industry. Kevin Melton and Marcelo Campos, Director of Operations, enjoyed the summit and look forward to presenting next year.

Sue Wilson, Director of Business Development – Spain/Gibraltar/Portugal/Malta, will also be attending two events later this year.

The 5 Chairs Event, Malta – September 15th, 2022 


IMG has been invited as a supporting sponsor at the 5 Chairs Event in Malta. As a sponsor, we look forward to supporting the event and promoting our medical and travel insurance plans to 150 executive-level attendees from business organizations in Malta. To purchase tickets or to learn more, please visit the 5 Chairs website. 


Better Living in Portugal (BLiP) Expo, Portimão, Portugal – October 8th and 9th, 2022


For many years, ALC Health has been a supporter of the BLiP Expo held in Portimão. This year, we will promote our extended range of medical and travel insurance plans to local nationals and expats living and working in Portugal.


To learn more, please visit the BLiP Expo website.

While hiking during a vacation in Greece, Philip Mitchell, a retired ER physician, fell nearly 20 feet into a river gorge. He suffered a concussion, broken ribs, a collapsed lung, broken hip and pelvis, and additional serious injuries.


"My next firm memory is waking up in a hospital bed in great pain," said Philip.


Luckily, he had a travel medical insurance policy from IMG, whose medical management staff coordinated Philip's emergency medical transportation to a hospital in Athens and arranged for his son to visit him while in the hospital.


"It was, by far, the best insurance policy I ever bought. I would never travel outside the United States without that insurance."


Watch Philip's testimonial video to hear his full story.