Interview with Joe Coker of ALC Healthcare

Q: Joe, Can you please tell us a bit about yourself personally and professionally.

I work for a global private medical insurance company called ALC Health. I have been working in the health insurance and assistance industry for almost twenty years and love every minute of it- It’s such a varied role, with exciting and different business opportunities at every turn, plus the chance to meet interesting people and be able to travel to some great destinations- Switzerland and Hong Kong are among my favourites- Our head office is in a market town in the south of England in The South Downs (fantastic countryside for those that don’t know it), but close enough to travel into London, where we have a large number of customers. Visitors to our offices are welcome! As a new father, I also have a very busy home and social life!

Q: Imagine that you met someone in an elevator and was asked to explain ALC Health in 30 seconds or less… Can you give us a 2 sentence ‘elevator pitch’ about your business and what you do?

Put simply, we pay people’s medical expenses. We sell our range of unique menu-based private insurance plans mainly to expatriates around the world, companies and individuals.

Q: How did you get started in this business?

I studied languages at university – I was determined to use these skills and applied to a small assistance company where they needed a French-speaker- from there I moved on to a large multinational assistance company and then moved to ALC Health over 8 years ago- how time flies.

Q: Can you describe your customers / what type of customers does ALC Health have?

Expatriates of any nationality, both company schemes and individual policies, from any industry/walk of life in over 128 countries worldwide.

Q: What are some of your “keys to success” in building your customer base?

ALC Health has evolved into a trusted brand that puts the emphasis on customer service- that and our flexibility, both in the products we offer and our general approach, have been the keys to our success.

Q: Is there anything about your business that you feel makes it special?

Aside from the above, our attitude – an over-used mantra is ‘yes is the answer, now what is the question?’ but it’s true of ALC Health, we will listen to any request and try to meet our customers’ requirements – For example, we have many customers in the Aviation Industry, where we put together a special plan for individual pilots and their families that allows them to claim for medical conditions they had before the insurance started , all at a discounted rate.

Q: What kind of technology advances do you see that will likely affect this sector over the coming few years?

There is a saying in the industry that a health insurance company is judged on its claims service- after all that’s why people buy health insurance- therefore, most of the focus tends to be around how we can make it easier and faster to claim. ALC Health has a fantastic online claims portal, but also an online facility that allows them to actually buy health insurance instantly and be covered immediately, without the need for lengthy questionnaires or a physical exam. One of the other factors affecting our industry is the rising cost of medical services, which affect the affordability of insurance- I expect technology will help us understand the reasons for increased costs and also enable us to restrict insurance premium increases.

Q: Where do you see your business in the next year? In the next five years? In the next ten years?

The industry is tipped to grow by as much as 20{bfa08a400c7550404055ff04715e84c9172815d33c25eb3b84e230636ecdc007} in the next four years, so we do expect more rapid growth of the type we have already experienced. ALC Health has plans to open more regional offices (Hong Kong , where we have a large customer base, within the next year, for example, with more to follow) and also to work with a wider selection of partners to expand our reach (five years). Where we are in ten years is hard to predict, but hopefully ALC Health will be a more widely-recognized brand, as it deserves to be.

Joe Coker

Joe Coker
Senior Business Development Manager
ALC Health
T: +44 1903 817970