A midnight mission in Egypt

In August 2024, a crisis erupted in Marsa Alam, Egypt. It was midnight when the LGA Group Alarm Center Customer Service Team received a call from an Italian insurance company. Five insured individuals had been in a critical car accident.

The moment the case came through, the CSR knew this was no ordinary operation. The insurance company alerted LGA Group that the patients had been rushed to the nearest hospital. LGA Group mobilised its own On-TheGround Medical Team to the scene and our Alarm Center Customer Service Team began coordinating ground ambulances and securing a betterequipped receiving facility.

The power of personal connection

Even with our commitment to controlling costs, the financial burden on our patients remained daunting. Through a relationship with the facility owner, we were able to secure a lifeline for our patients – negotiating staggered payment terms.

The path forward

With the patients safely in transit, LGA Group’s medical mission began. As the patients were transferred, another LGA Group On-The-Ground-Medical Team was at the receiving facility. Team members maintained constant communication with the patients’ families.

Back-end support

Behind the scenes, LGA’s Legal Team was crucial. They provided guidance to the insurance company, navigating the complexities of car accident-related cases under Egyptian law.

As the days passed and the patients’ conditions improved, our forwardthinking approach became even more evident. Anticipating the need for international repatriation, the team had begun preparations, ensuring a seamless transition once the patients were ready.

A celebration of care

Two weeks later, the patients were ready to go home. With fit-to-fly and medical clearance secured, they were airlifted to Italy, and handed over to a local facility. The families were supported every step of the way.

Key insights and strategic imperatives

1. LGA Group On-The-Ground Medical Team. The immediate, first-hand evaluations were pivotal in orchestrating a coordinated response.

2. Language proficiency. LGA Egypt’s Arabic-Italian-speaking CSRs were not just beneficial – they were indispensable.

3. Grace under pressure. The team showcased their ability to make informed decisions under pressure.

4. Strong collaboration. The collaboration between LGA, medical facilities, government authorities, and the insurance company was a testament to teamwork.

5. All hands-on deck. Every team member’s commitment was critical. LGA’s Leadership Team and partners executed a rapid, cohesive response.

6. Decision-making skills. Expert decisionmaking from LGA’s experienced medical professionals was key.

7. Proactive approach. Meticulous planning ensured smooth arrangements for patient repatriation.

8. Legal support. LGA’s Legal Team provided essential guidance, ensuring all legal aspects were handled with precision.

9. Patient-centric care. Beyond meeting medical needs, emotional support for patients and the families was paramount.

10. Trust the locals. Local teams proved crucial in operational success.

11. Powerful network. Our relationships with facility owners mean we can secure staggered payment terms
 

A legacy of care

This mission is more than a story of crisis management – it stands as a testament to LGA Group’s unwavering commitment to saving lives. From split-second decisions to support for families, this mission demonstrated LGA’s dedication to going above and beyond. Even in the face of adversity, we proved that no one is left behind. LGA stands with patients and their families, ensuring every step is taken with care and relentless compassion. This legacy of care, etched in each crisis we handle, positions LGA Group as a beacon of hope in the most challenging situations.