Challenge

When conflict broke out in the Middle East, a client had an employee traveling in Dubai who suddenly needed to get home safely. Communication quickly became the biggest obstacle. The employee was alone, dealing with poor reception, changing travel plans, and growing uncertainty about the best evacuation route. The situation became more urgent when a medical issue developed during transit, leaving the client frustrated by limited updates from its carrier and travel assistance provider.

Solution

Hylant’s International Travel team stepped in immediately to help coordinate communication among the client, the travel assistance provider, and the carrier during a fast-moving emergency. With the employee experiencing intermittent signal and changing locations, the team worked persistently to gather updates, confirm his condition, and keep the client informed as the situation changed. Hylant helped push for clearer direction, stayed engaged through both the security and medical concerns, and supported efforts to secure a safe route home once the employee was fit to travel.

After the immediate crisis was resolved, Hylant also helped the client evaluate what had gone wrong from a service standpoint. Based on the communication breakdowns and response concerns, the client chose to move its coverage at renewal. Hylant advised them through that process and helped place coverage with a new carrier better equipped to provide the responsiveness, coordination, and service needed in future travel emergencies.

In a travel emergency, strong coverage must be matched by strong support. Hylant helps employers protect traveling employees by coordinating response in the moment and improving preparedness for the future.