For travellers, emergency assistance is often the moment that matters - the point at which insurance stops being just a product. Whether it’s a medical emergency, a security incident or serious travel disruption, the quality and speed of that response can make a significant difference to outcomes.
As Batch continues to grow its Accident & Health portfolio, the ability to deliver fast, coordinated and reliable emergency assistance is a core operational requirement.
The appointment of Healix reflects a focus on ensuring that support remains consistent and high quality as demand increases, with globally integrated delivery underpinned by locally aligned teams.
Through the partnership, Healix will deliver 24/7 emergency assistance support for Batch policyholders, spanning medical, security and travel-related incidents worldwide.
All cases are managed endtoend by Healix’s specialist clinicians and assistance professionals, from initial contact through to resolution, including complex and timecritical situations requiring international coordination.
Andrew Batchelar, CEO, Batch Underwriting said:
*“We are pleased to be partnering with Healix as Batch continues to expand its Accident & Health offering and invest in the quality of support available to brokers and insureds.
Emergency assistance services are a critical component of the customer experience, particularly when insureds are navigating stressful or time-sensitive situations away from home. Healix’s global capability, operational experience and service standards strongly align with the way Batch approaches customer care and broker support.”*
James Henderson, CEO, Healix International said:
*“Insurers are placing greater emphasis on the quality and responsiveness of their assistance provision, because it has a direct impact on customer outcomes in critical moments.
Batch is a business that understands the importance of that experience, and we’re pleased to support their continued growth with a globally integrated assistance offering. This is an exciting partnership for Healix as we continue to grow our presence across the Asia‑Pacific region and reaffirm our long‑term commitment to serving clients in Australia.”*
Seamless transition for brokers and policyholders
Batch confirmed that the transition to Healix will be actively managed to ensure continuity of service, with no impact to existing claims or support processes.
Brokers and policyholders will continue to receive uninterrupted support throughout the changeover.
As part of the update, the company’s Emergency Assistance Hotline number will change from 1 July 2026, with updated details issued directly to brokers ahead of the transition.
