Insurance With Soul

Navigating your way through the private health insurance maze can be challenging. Julia Millen spoke to Nadia Jaffar, founder of Bluestone, to discover how they do things differently – by adopting a conscious, tailored approach.

Tell us about Bluestone

We’re a boutique advisory firm specialising in UK and Global Private Health Insurance. Independent in our approach; this unique position allows us to represent clients by offering bespoke solutions intuitively tailored to their needs wherever they are in the world.

At Bluestone, we empower clients to embrace their health and wellbeing journey, by sharing coherent and transparent information which allows them to make informed decisions.

We work with global insurance providers that partner with the best clinics worldwide - offering innovative digital solutions and the latest advancements in treatments and medical technologies.

What makes Bluestone unique?

We are an independent firm. That’s our ‘superpower’. Our size enables us to deliver a truly personalised service and our independence allows us to offer clients tailored solutions.

Key to this approach is cultivating and maintaining strong client relationships. We understand that high-net-worth individuals and their families lead dynamic lives, often requiring a higher level of flexibility and responsiveness from their insurance providers.

We work on recommendations and so, only take on a limited number of clients in order to guarantee personalised service levels.

What are your core values?

Our transparency, market knowledge, and integrity set us apart. We prioritise health and peace of mind, offering solutions that go beyond the ordinary.

Communications channels are clear from the outset. Ours clients appreciate this concise and precise shared dialogue. It’s an approach that stands as the cornerstone of everything we do.

Integrity and credibility within our professional peer group is also a testament to the work we do. As highlighted, our work is predominantly referral based.

What’s the most important consideration when looking for private health insurance cover?

The benefits that are covered and the flexibility provided by a chosen plan. Secondly, it’s all well and good to have a perfectly put together plan, but when it comes to requesting that policy to deliver; a robust claims support system is essential. Insurance providers don’t always approve claims, and this can lead to disappoint and frustration when it’s time to settle. At Bluestone, we take that burden away from the client. We see it as our duty to challenge providers to deliver on their promise.

Having a diverse network capability is also crucial. We select the best insurance providers that deliver on their services, benefits and work with an extended matrix of the most reputable clinics worldwide.

Having that global reach, means we only select insurers that are knowledgeable and have established access in the country that are clients are based.

How does your approach differ for Individual versus Corporation insurance?

The process is the same in terms of time and effort. With a private client, you are going into detail about personal needs and expectations and searching the market for a solution that fits those individual needs. You are much closer in terms of communication with that private client. You are in effect, in a trusted advisory role.

With a corporate client, you have to understand the needs of the company in terms of specific employee requirements in different parts of the world. You will not be as emotionally invested in the process, as you are underwriting the group as a whole.

That said, time spent with an Individual versus a company can be the same. The private client and family become very close to you and any healthcare challenges as an adviser you will feel affected by.

When it comes to corporate cover, there will be claims that you will not be aware of in such intricate detail. There is of course still the onus and responsibility to ensure that the company and its employees are happy with the level of service provided by the insurance company and the broker.

How do you go about ensuring your clients receive a seamless, personalised experience?

It’s important from the outset to understand a client well. Our client discovery sessions mean that we can ask the ask the right questions to elicit those detailed answers that will set their needs and expectations. This lays the foundations, ensuring that we have drawn the correct solutions for them. We also work with our clients’ PA’s and HR departments to ensure this solution is clearly understood and applied.

We make a point of communicating regularly with clients, preferably over a call or if they prefer email, to ensure all is going well, and if they have had any issue or challenges with their claims or have had a change of circumstance.

What are the benefits of a boutique insurance company with a global reach?

Bluestone is a London based firm with access to the most reputable global insurance companies. We understand the different healthcare landscapes worldwide, by accessing intelligent data from our partners and providers. This allows us to find the optimum solution for clients who are based in Europe, Africa, Middleast, USA, and Asia.

We also understand the different cultural requirements in each country and continent. For example, clients in Africa have a different set of requirements and needs from their healthcare cover than clients in Europe and our communication response has to reflect that.

What qualities do you, personally, bring to Bluestone?

As a highly approachable, empathetic individual with over 20 years of experience in the health and insurance industry, I’m able to drill down to the core of what’s really needed to best serve individual client needs. Ascertaining the correct tailored policy shouldn’t be stressful and I’m able to offer a service that clients can rely on and as such, they’re able to place their trust in me. Bluestone was set up after my father fell into a coma while on holiday in Morocco. By leveraging my expertise and contacts, I was able to have him emergency airlifted back to the UK, where he made a full recovery.

I founded Bluestone of London the same year, with the intention of giving each of my clients the same care and attention I’d been able to offer my father.

Why use a broker?

We have far greater access to different companies and rates that are not available to individuals. Being independent, means that we are not tied to any large conglomerate, so we can broker the best deals. Our global reach, means we are able to build a bespoke policy for each client.

Clients have a one-to-one dialogue rather than speaking to countless individuals and I’m available at all times to access exactly what they want and need to secure the best policy. In short - I’m able to consolidate everything so the insurance process is streamlined and simple. By limiting the number of clients we work with, we are also able to devote more time and offer a ‘higher value’ experience.

We pride ourselves in dedicating time to each client’s health journey, by offering a comprehensive service, engagement and communication throughout the duration of their policy – our high retention rates are testament to this premium offering.

Official website: www.bluestonelondon.com
Enquire today: nadia@bluestonelondon.com