Multilingual Team and Marketing Collateral

With the increasing demand for international private medical insurance, IMG is expanding its operations into foreign territories, and we are adapting to accommodate multiple languages.

Since the launch of Global Prima Medical Insurance (Global Prima) in April 2023, we have translated a range of sales brochures, guides, and forms into five languages: German, French, Greek, Spanish, and Portuguese—with more to follow. We recognise how important this is to our broker partners when it comes to building confidence with new and existing customers. If you haven’t done so already, we urge you to get in touch with your IMG representative to obtain copies.

The IMG website, into which Global Prima will ultimately be incorporated, already offers translated content in multiple languages (simply scroll to the bottom of the website and select "Language & Location" in the footer) from Afrikaans to Zulu—making it easier for global citizens to understand the benefits available with our products.

While our product collateral and websites provide plenty of helpful information, our customer service call centre manages inbound queries from around the globe. Our Director of European Business and Operations, Marcelo Campos, himself an expat who has lived in three countries and is fluent in four languages, gave us a breakdown of how we manage this service.

• We have moved the ‘work from home’ paradigm to a truly ‘work from anywhere’ model that empowers us to hire talent from anywhere in the world. We can hire staff in more than 160 countries.
• Polyglots and linguists are naturally avid travellers and globe hoppers. To attract and keep their talent, we have flexible working policies that allow staff to temporarily work overseas, and our employees leverage this benefit for spending time with family overseas or immersing themselves in another country's culture.
• We employ digital nomads who are greatly talented and truly understand our portfolio of globally mobile customers.
• Over 30% of our 24/7 call centre staff speak Spanish or French.
• Over 60% of our call centre staff speak a second or third language.
• Our Operations Manager overseeing all 24/7 care speaks three languages and has lived in three countries.

This year marks IMG’s second year as a sponsor of the Worldwide Broker Network (WBN), and the team has been busy making new contacts and sharing our success story at their global events. We spoke to WBN’s CEO, Olga Collins, for an update:

“WBN is the largest independent broker network in the world, with over 150 top-tier risk and employee benefits consultants working with us across more than 100 countries. We’ve just been named Broker Network of the Year at Axco’s 2024 Global Insurance Awards, and our global conferences are pivotal to our joint success.

Attracting record numbers year-on-year, they allow our members to build strong relationships, not only with each other, but with our global clients and insurer partners. With our membership in one place, clients get to experience our culture of care in person—building deep connections with the senior leaders at the firms handling their programs across all of their different locations. 

We’re delighted to count IMG as one of our leading insurer partners, elevating our proposition even further and delivering award-winning global benefits and assistance services to our clients all around the world.”

IMG’s sales team also shares about the events they attended this year:

“IMG were delighted to attend the WBN European Regional Conference in Stockholm in January. We were able to reconnect with some long-term partners to talk about developments in the market, especially for the Northern European region, and had the chance to meet some new contacts, some of whom were unfamiliar with international medical insurance. It was an amazing setting with interesting speakers and discussion sessions helping to give deeper insight into the opportunities in the region. It was the perfect place to break the news on the formation of our new IMG EU entity which is registered in Sweden.”

– Joe Coker, Regional Business Development Manager, Germany

“It was great to meet with old and new colleagues within the insurance industry and was a perfect setting to continue to promote the IMG brand. San Diego gave us the opportunity to connect with brokers who attended from the LATAM region, along with the opportunity to reconnect with our long-standing partners from the EU and Americas.”

– Alex Harrison, Business Development Executive

“As always, attending the discussions provided some in-depth knowledge of the industry and the changes for the future with some relaxed entertainment in the evenings to allow further time to connect with our network.”

– Debbie West, Business Development Executive

“IMG is excited to be attending the WBN conference in Marrakesh. Africa is a key market for IMG, and we have a wide range of health and travel insurance solutions that are particularly suitable for groups and individuals in the region. We can cover local nationals as well as expatriates in most countries too. We are looking forward to meeting new and existing partners and supporting their clients’ private medical insurance needs in Africa and globally.”

– Guillaume Lange, Regional Business Development Manager, France & Benelux

IMG is increasing our focus on SME market opportunities, and we would be very happy to work with our broker partners in this market. We can offer pricing flexibility, dedicated account management support for groups of all sizes, and management reports to help your clients understand their benefit spend. Please speak to your IMG representative to learn more.

“We have been delighted at the success and growth of our individual business portfolio following the launch of our new Global Prima product range last year. Thank you again to all our broker partners who are working with us and helping us achieve this.” – Kevin Melton, Global Head of IPMI Segment

For the third year, IMG sponsored the Health & Protection IPMI Summit, an exclusive event where key senior figures from the major IPMI adviser and broker firms gather to learn about and debate the future direction of the industry. In May, Kevin Melton presented on ‘The Increasing Opportunities in the Individual Expat Market’ to explain how advisers can identify the key constituents of this sector and how best to target them effectively.

Excitingly, IMG has also been shortlisted for a Health & Protection Award in the category for "Best International Individual Health Insurance Provider.” This recognition reaffirms our commitment to delivering exceptional healthcare solutions to individuals and organizations worldwide, and we look forward to The Awards in October!