iPMI Global Speaks with Sheldon Kenton, CEO, Best Doctors Insurance

In this exclusive iPMI Global interview, Christopher Knight, CEO, iPMI Global, met with Sheldon Kenton, CEO, Best Doctors Insurance. The interview covers the company's history, its focus on superior service delivery, its strategies for navigating the dynamic Latin American market, and its use of technology to enhance patient care and provide personalized solutions. Kenton highlights the growing demand for flexible and portable insurance plans and the importance of partnerships with top-tier medical providers, emphasizing Best Doctors' commitment to providing exceptional care to both travellers and residents.

Please introduce yourself and background in the international private medical insurance market.

Thank you for the opportunity to speak with iPMI Global once again. I have been in the IPMI/ cross border medical segment for around 30 years and recently moved into a new position as Chief Executive Officer of Best Doctors Insurance, after almost 2 years as GBG Group CEO. I began my career in this segment at Cigna Global, where I stayed for 19 years helping drive its expansion out of the US into Europe, the Middle East and Asia. In 2016 I took the helm at Bupa Global as CEO, where I furthered my experience of the Latin American markets, and in 2018 also assumed the role of President & CEO of GeoBlue, the joint venture in the United States between BUPA and the Blue Cross/Blue Shield Organization. 

Congratulations on your appointment as CEO at Best Doctors Insurance. Great work. When it comes to international private medical insurance, what can we expect to see under your leadership?

Thank you, it is an honour! Best Doctors Insurance is a well-regarded and significant player in this growing market, and I am very optimistic that we can continue to grow our presence. Additionally, the international private medical insurance is a segment where superior service delivery really matters, driving competitive advantage and premium value, and we are well placed to ensure that superior service is precisely what we deliver.   The company has been operating in the region for over 35 years and it has been great to meet with so many of our distribution partners, many of whom have been working with us from the very start.  That level of trust and engagement is a great platform to build from.

Since 1989, Best Doctors Insurance has been the leading international health insurance company in Latin America, the Caribbean, and Canada. How have you done it?

Best Doctors Insurance success stems from a combination of strategies, however I believe that the comprehensive coverage, the customer centred, premium service and strong partnerships are the main drivers. Our commitment to delivering service excellence is supported by strong and long-lasting partnerships and the development of sophisticated tools and technology which provide high-quality and personalized customer experience as well as access to the best medical facilities locally and globally.

You have been in the international private medical insurance market for some 30 years. What have been the big changes in that time?

The Covid experience and the years since have been a stark reminder that we do still live in an ever changing and unpredictable World and, as such, flexible, capable and reliable health insurance and protection is vital for the globally mobile and those generally living global lives.  Although large, the iPMI market remains a complex, highly specialised niche that needs 100% focus from those that participate in it, and I think we have seen that recently with some high-profile market exits. So not only am I optimistic about the segment in general, I am extremely optimistic about the place that a dedicated, specialist provider such as Best Doctors Insurance has within it. 

Additionally, the customer needs are shifting toward value-based care, emphasising health outcomes rather than merely services rendered. Prevention and advanced data analytics now play a crucial role in risk assessment, fraud detection, and personalised offerings, enhancing overall service delivery. These developments highlight a dynamic market that requires dedication, agility and innovation to effectively meet the evolving needs of clients.  But what has not changed is the value that our customers place on human interaction.  So, the rapid advance of digital and technology solutions is valued by our customers in terms of convenience but must also support those human interactions.

What are the major challenges facing Best Doctors Insurance, when operating in the LATAM international private medical insurance market?

Best Doctors Insurance is well-positioned to navigate the dynamic LATAM international private medical insurance niche, transforming challenges into opportunities. The competitive landscape, with fragmented local and international players, encourages Best Doctors to continually refine and differentiate its offerings, attracting and retaining a diverse client base. Disparities in healthcare quality can be addressed through strategic partnerships, ensuring clients receive high-quality services even in underserved areas. While economic fluctuations present challenges, they also create a chance to develop affordable and flexible insurance solutions that meet clients' needs. Finally, advancing technology can be leveraged to enhance service efficiency, even as infrastructure evolves. By focusing on these opportunities, Best Doctors can thrive in the region and effectively respond to the evolving demands of clients.

May you walk us through the opportunities that exist in the LATAM international private medical insurance market?

The iPMI LATAM market is full of exciting opportunities. With an increase in affluent populations and a growing number of expatriates, we are looking at tailoring our offerings to meet their unique needs, across different stages of their lives, through comprehensive targeted coverage and concierge-style services. These clients value personalised healthcare solutions and quick access to top-tier medical professionals, which is exactly where we come from. Additionally, as more people embrace remote work and international lifestyles, the demand for flexible and portable insurance plans is growing. By leveraging technology, we can enhance client experience, from seamless claims processes to telehealth consultations. Plus, forming partnerships with elite healthcare providers will ensure our clients receive exceptional care wherever they go. This is a golden time for us to innovate and create competitive advantage in this vibrant region.

Over 30 million tourists visited the Caribbean in 2023. Whilst this figure is super positive for the economy, such an influx can put pressure on local healthcare systems. What is Best Doctors Insurance doing in the region to assist travellers, tourists and expats access high quality healthcare?

I think visitor numbers and migration generally are causing these pressures all over the World.  The proximity of the Caribbean to the US means that our primary role is to give Best Doctors Insurance customers either visiting or living in the region, options when they need top-quality healthcare.  Some will travel to the US where their plans provide access to the United Healthcare network as well as to Mayo Clinic, Baptist Health and Cleveland Clinic, through direct partnerships. Some will choose to stay local.  Providing premium medical care to customers living or visiting regions where access to local healthcare is challenging is at the core of Best Doctors Insurance value proposition.

When we look at current buzz words in the market, we hear time and again about insurance technology and artificial intelligence. How is Best Doctors harnessing the power of technology to improve patient care?

Best Doctors Insurance is using technology and AI as part a data and AI strategy to deliver personalised, preventative, and responsive patient care:

Improving Patient Outcomes Through AI-Powered Predictive Insights

With our Propensity to Claim model, we harness AI to help identify members more likely to require specific care types in the near future, particularly those managing chronic conditions. By assessing patterns in patient data—such as age, gender, insurance plan, and benefit history—we can proactively reach out to members with tailored recommendations and preventive care programs. This can significantly reduce emergency care instances and improve chronic disease management.

Expanding Access to Specialty Care

Advanced analytics is helping us connect patients with specialists most relevant to their unique health conditions. This approach not only streamlines access to care but also maximizes the impact of each interaction by matching members with providers experienced in specific treatments and chronic disease management.

Long-Term Health and Cost Management

By leveraging data to identify trends in chronic disease progression and claim patterns, we can design plans that support sustained member wellness. This reduces the need for high-cost interventions, enhancing both patient satisfaction and long-term financial health.

Technology and AI for Best Doctors is a bridge between data-driven insights and compassionate & proactive care. As we stand on the threshold of a new era, Best Doctors acknowledge the importance of implementing “AI responsibly” not only to better support our agents and customers but also to remain competitive.

Considering international private medical insurance distribution, how does Best Doctors approach this?

Best Doctors Insurance’s distribution strategy is all about empowering more than 3,000 agents and intermediaries to deliver exceptional value and service. We build long term, strong, collaborative relationships with agents and brokers, equipping them with the tools, training, and resources they need to effectively serve our clients. Our strategy focuses on creating comprehensive, flexible coverage solutions that agents and brokers can offer based on their client needs, whether it’s for individuals, families, or organisations. We also prioritise seamless communication and support, providing a dedicated team to assist brokers and agents, ensuring they can offer clients the high-quality, global healthcare access that Best Doctors Insurance is known for. It’s a partnership built on trust, innovation, and a shared commitment to delivering world-class healthcare solutions.

In the next 12 months, what can we expect to see from Best Doctors Insurance?

Over the next 12 months, you can expect to see Best Doctors Insurance continue to strengthen its presence in the market. We’re committed to growing our reach while staying focussed on what matters most: delivering outstanding, personalised service that gives us a true competitive edge. In the international private medical insurance space, exceptional service isn’t just an add-on—it’s a driver of premium value and customer loyalty. Our goal is to lead in service delivery, ensuring our clients always have access to the best care and support, wherever they are. With this approach, we’re excited to continue to make a real impact in the coming year.