Real client work, anonymised to protect the organisations and people involved. We don’t publish client logos. We show the problem, the programme we built, and how we continue to support it. Names withheld. Complexity included.
A PEO needed to support employees and contractors across more than 120 countries. Contractors were being placed into employee-style arrangements, creating gaps when engagements changed. In some cases, those gaps only became visible when a claim was made.
Programme design
We created two coordinated pathways:
Continuous group medical cover for employees
Portable individual cover for contractors that can continue between engagements
Both pathways use the same insurer panel, administration process and reporting framework.
Delivered
We designed the programme, placed the cover, established separate joiner and leaver rules for each contract type, and created one reporting structure for the PEO.
Outcome
Employees and contractors now follow the correct coverage pathway while the PEO manages both through one administrative framework.
Ongoing support
We coordinate member changes, renewals and claims communication. The PEO retains the client relationship; we maintain the insurance structure behind it.
Employees and contractors remain on structures designed for their different working relationships — while the PEO manages one coordinated programme.
02 · INGO · Nairobi
One activation path for health, security and evacuation
East Africa · high-risk deployment locations
Challenge
An international NGO had personnel working in remote and high-risk locations. Medical assistance, security support and evacuation were handled by different providers. During a deteriorating situation, the field team first had to determine which provider to contact and which policy might respond. That uncertainty created risk at precisely the moment when the response needed to be clear.
Programme design
We designed one activation path: Incident → Assistance contact → Medical and security assessment → Authorisation → Local treatment or evacuation → Claims follow-through. The response could then be coordinated around the incident rather than divided between separate policies and telephone numbers.
Delivered
We placed the health plan, security cover, crisis protocols and non-medical evacuation within one coordinated programme, supported by a single initial point of contact.
Outcome
The NGO gained a clearer duty-of-care response for this specific deployment. Field teams no longer need to decide whether an incident is primarily medical, security-related or an evacuation matter before asking for help. This was designed for the organisation and its deployment profile. It is not an off-the-shelf product.
Ongoing support
We coordinate documentation, communicate with the insurer and support escalation through resolution. Coverage and claim decisions remain with the insurer.
Treatment or evacuation is a fork. Claims follow-through is where the path meets again.
03 · Schools
Stop changing insurer. Find out why the claims keep returning.
Recurring high-claims environment
Challenge
The schools were changing insurer each year in search of a lower premium. The same claims patterns continued, and premiums increased again at the following renewal. Each new quotation changed the insurer without addressing what was driving the claims.
Programme design
We started with root-cause analysis rather than another market exercise. Utilisation, provider networks and benefit design were reviewed together to identify the recurring claims drivers. Only then did we compare the insurer panel — and only if moving insurer still made sense.
Delivered
We replaced the annual “find a cheaper insurer” exercise with a programme built around the schools’ actual utilisation and claims patterns. The principle was straightforward: first understand why the claims are high; then decide whether the insurer, network or benefit structure needs to change.
Outcome
Changing insurer stopped being the default strategy. Renewal decisions could instead be based on the causes of the premium movement and the changes most likely to address them.
Ongoing support
Every renewal begins with an explanation of what changed and why. We review the programme against the wider insurer panel — not only the incumbent insurer’s renewal spreadsheet.
A loss ratio shows what happened. Root-cause analysis helps explain why — and what should change next.
Have a complicated insurance situation?
Send us the brief — even if you are not yet sure what structure you need.
We’ll review the situation, identify the key coverage and administration questions, and explain the most useful next step. No portal. No account. Start by email or WhatsApp.
