What it’s like to be a member with William Russell

• Working your way—We respect the way you like to do things. If you prefer a broker to take care of everything, we’ll work with your broker. If you want
• Time zones—Our insurance experts are based in the UK, but our members are spread all over the world. We’ll work to suit wherever you are.
• Response times—The best way to demonstrate to you our quick member service your employees will receive from us? Well, it’s quick, proactive service when we’re quoting for your custom.
• How we’ll speak to you—We’re an insurance provider, but we talk like humans (not insurance droids). We want you to understand our insurance products, and the best way to do that is to explain our benefits and cover clearly.

• Step one—When you apply for a policy, your application goes to one of our policy managers.
• Step two—They take care of everything to do with your onboarding (e.g., if we need to clarify details of your medical history).
• Step three—Once we’ve reviewed your application, your policy manager will send you an acceptance invitation. Essentially, it’s an invoice that sets out the terms on which we can offer you cover.
• Step four—Once you’ve paid the invoice, you’re officially a member of William Russell. Your policy manager will send your policy documents and you’re on cover!

Megan Lewis	Tariq Siddiqi	Rachael Wilkins

• Profile pics of our care team

People buy health insurance in case they need private healthcare in the future. In other words—they buy health insurance to use it, in the hope they’ll never have to. When a member buys a policy from us, we expect them to make use of it. So, here’s how we will treat you:

• With empathy and compassion. People make claims when they’re unwell. Illness and injury are not happy places, so we’ll treat you accordingly.
• With promptness. Insurance done well is insurance done quickly. We try to settle your claim as quickly as reasonably possible.
• Without bureaucracy. We don’t want paperwork to distract your recovery, so we keep forms and files to a minimum. Where possible, we’ll deal directly with your doctor or treating hospital.

And here is how we will not treat you:

• We won’t ignore your emails or delay our replies
• We won’t put unnecessary obstacles in the way of paying your claim
• We won’t decline your claim and hope you eventually go away (like in the film, The Rainmaker)
• We won’t take your custom for granted

If you need to visit a doctor or specialist, speak to our care team as early as possible. We’ll confirm your cover and help you find the right hospital. We’re not there to tell you what you can and can’t do; we’re there to get you the best clinical outcomes. We can even arrange your admission at a suitable hospital.

Your policy renewal is a good opportunity to keep us updated with changes in your circumstances.

• Credit card details. Credit and debit cards do expire, so we’ll check with you in advance of your renewal whether your card details are still correct.
• Moving countries. We’ll ask you if you’ve moved to a different country. Moving countries might affect your premium (it could go up or down).
• Change of address or contact details. We’ll check that the address and contact records we have are still accurate.

Your age is one of the main factors that determines your premium. So your policy will get more expensive to renew. We also take medical inflation into account, which tends to run higher than general inflation.

No. We never take your claim history into account when we renew your policy.

Megan Lewis	Tariq Siddiqi	Rachael Wilkins

• Profile pics of our corporate account managers

There are several teams at William Russell that will support your policy: from day-to-day administration to securing hospital admissions for your employees, and—in extreme cases—even arranging emergency medical evacuations. But your corporate account manager will co-ordinate our teams and serve as your main point of contact. They’re available to you by video call, phone or email.

If you’re unhappy with anything at all (no matter how small), ask your corporate account manager. Their job is to keep you happy with your policy.

We agree our approach to renewing your policy in your account management plan. We can issue your renewal terms as early as 10 weeks before your renewal date.

Founded by Inez Cooper in 1992, William Russell is an insurance provider, offering international health insurance, life insurance and income protection to expats, with a personal touch. Find out more about our story below.

No, William Russell provides insurance on behalf of the Allianz group. We design the insurance products in partnership with the Allianz group, but our team are solely responsible for your member experience and the tech that powers it, helping you access doctors and hospitals, paying your claims.

We provide insurance to people of all nationalities living and working around the world. Most of our members live in the Far East, Middle East and East Africa, but we provide insurance across South America, Europe, and Asia. The only places where we cannot provide insurance is when you’re living in the USA or Switzerland.

An expat (short for “expatriate”) is simply someone who lives outside their native country (the country they were born in). They may be temporarily or permanently living there for a variety of reasons including work or retirement.