MHG Insurance

Yacht Crew Case Study: Customer Service Can Be Life Saving

609705896Have you ever heard the saying, “You can learn the easy way, or the hard way!” Many say the best way to learn is through experiencing something that will have an impact on you, whether you personally experienced it, or someone close to you did. The important part is that whatever the impact was, it will motivate you to make the right decision in the future. It could have been something bad that made you never want to go through that again, or something good that made you want to have the same result. The following is a case study of a client.

The Synopsis

A client recently became ill white working onboard a ship in South America. Since the client was from Europe, they were unsure of what to do being in a foreign country. Instead of going to seek medical treatment using their international medical insurance coverage plan, they decided to try and remedy the illness on their own.

It didn’t take long for the for the client to become increasing sick and in need of emergency medical attention. Thankfully, the Captain was proactive about getting his crew member the medical attention they needed, but that isn’t always enough to get the job done and make sure people get proper medical care.

The Scenario

The Captain reached out to his insurance broker and they were able to guide him through the next steps and the proper course of action. In this case, quick measures were needed to assure the crew member received the proper medical attention. Tests needed to be conducted to figure what the plan would be to diagnose and treat the condition. Once the tests were completed and the results were not good, it was decided that an emergency medical evacuation flight was needed to bring the crew member to the United States. Luckily, we are experienced in handling these situations and knew what to expect when things came up, which in this scenario contributed to the crew member’s full recovery.

The Service

At MHG, we pride ourselves on our service. Below is just a few of the steps we took to ensuring the client received the care they needed.

· Set up a text line of communication to track everything.

· Spoke with the local hospital and facilitated contact with the insurance carrier, which advised the carrier’s “emergency team” to step in.

· Remained in constant contact with the “emergency team” and the Captain throughout the weekend.

· Provided the “emergency team” with a list of healthcare facilities that accept the insurance.

· Due to having constant contact with the client, the “emergency team” contacted us when they needed vital information to proceed with the medical evacuation.

· Provided the necessary information and paperwork to receive a Humanitarian Visa.

The Lesson

Thankfully, everything turned out to be ok after receiving the necessary medical treatment and attention. Different companies and teams worked together seamlessly which was aided by an experienced and dedicated insurance broker. Which goes to show, you can’t put a price on customer service, and in this case, it may have saved a life.

Having proper insurance is important whether you are at sea, or docked at a shipyard. MHG is your specialized broker when it comes to crew insurance. Our insurance specialists have the knowledge and experience to find the policy that works best for you. If you are interested in purchasing, or have any questions about yacht crew insurance or travel insurance, please contact us at +1 954 828 1819 or +44 (0) 1624 678668 or visit us online at For more information on preparing to work on a yacht, read our previous blog, “Yacht Crew Insurance Terms 101”.