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Europ Assistance Group I 2011-2012
EUROP ASSISTANCE GROUP
HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE
A POWERFUL, LONG-TERM SHAREHOLDER
KEY FIGURES
INTERNATIONAL STANDING
ORGANISATION BY REGION
GOVERNANCE
ACCOMPANYING THE CARE REVOLUTION
CARE SERVICES
A STRATEGIC AMBITION: INNOVATION
AN INNOVATIVE BRAND PLATFORM
A WORLDWIDE SIGNATURE
Content
HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES
A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS
LINES
SKILLS WITH HIGH ADDED-VALUE
FOUR AREAS OF CARE SERVICE• TRAVEL• AUTOMOTIVE• HEALTH• HOME & FAMILY• SOME REFERENCES IN OUR FOUR ACTIVITIES
One business: assistanceEurop Assistance Group
Strategy A culture of responsibility
CSR STRATEGY: "THE SOCIAL FOOTPRINT“
CREATING A "POSITIVE SOCIAL FOOTPRINT“
COMMON VALUES
INITIATIVES FOR CHARITY
LOCAL KNOW-HOW PRIORITIZED
Europ Assistance Group I 2011-2012
Europ Assistance Group
Europ Assistance Group I 2011 - 2012
Europ Assistance Group
EUROP ASSISTANCE GROUP
HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE
A POWERFUL, LONG-TERM SHAREHOLDER
KEY FIGURES
INTERNATIONAL STANDING
WORLDWIDE GEOGRAPHIC ORGANIZATION
GOVERNANCE
Europ Assistance Group I 2011 - 2012
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Europ Assistance Group
Europ Assistance Group I 2011-2012
Europ Assistance Group Strategy One business: assistance A culture of responsibility
Having invented assistance nearly 50 years ago, Europ Assistance is now a global operator in personal assistance services in the areas of health, home, family, automotive and travel.
The Group is the brand of choice in Care Services, a new generation of personalized services for people and their families, born of its planet-wide network's capacity to innovate and experiment, in order to provide the greatest number of people, in emergency circumstances and in daily life, on an occasional or permanent basis, with presence and support which they require for their safety and peace of mind.
The four areas of Care Services :- Travel - Health- Automotive - Home & Family
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Europ Assistance Group
Europ Assistance keeps watch over 300 million people across the world...
… With its 8,000 employees, 37 local companies and a network of 423,000 partners deployed on the ground, the Group has developed an international system of close support, in the name of a practical, everyday vision of Care Services and an economic model that creates value.
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History of the Group which pioneered assistance
1963: Birth of a new concept: assistance
Pierre Desnos, impressed by the long list of problems encountered by a couple of friends who had suffered an accident abroad, assessed the gaps existing in existing protection for people travelling abroad.
He founded Europ Assistance in Paris with the backing of the La Concorde insurance company, a French subsidiary of Generali.
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History of the Group which pioneered assistance
1964 - 1980: A meteoric rise
1964
1967
1971-1980
Internationalization begins in Belgium
A transatlantic offer Europ Assistance launches operations outside Europe and offers a USA-Canada-Mexico subscription
Europ Assistance extends its frontiersIt opens a market in the UK (1973), then Luxembourg (1976), Spain (1977) and Germany (1980).It initiates services further afield, in Brazil, Japan and Kenya (1977)
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History of the Group which pioneered assistance
1981 – 1990 : Europ Assistance takes over the world
1981
1983-1989
The first generation of assistance in daily lifeCreation of an advice, information and assistance service to handle problems encountered in daily life
Europ Assistance extends its frontiersEurop Assistance opens up in Washington (1983)then South Africa (1984) and Tunisia (1989), and opens an office and call centre in Beijing (1989)
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History of the Group which pioneered assistance
1991 – 2003 : Europ Assistance takes over the world
Europ Assistance launches its home assistance activityEurop Assistance opens up in Ireland
then in Greece (1992), Portugal (1993), Austria and Brazil (1995), Poland (1996), Singapore, Argentina, Hungary and Switzerland (1997)
Worldwide leadershipEurop Assistance Holding is created, and Europ Assistance opens up in Israel115 million customers are covered by Europ Assistance worldwide, and 3.75 million claims are managed in the course of the year.
Europ Assistance opens up in Russia
The Generali Group becomes 100% shareholder of Europ Assistance Group
Europ Assistance celebrates its 40th birthdayWith 7 new subsidiaries (4 Scandinavian countries, Algeria, Libya and Japan), the Group now has 32 companies across the world
1991
1992-1997
1998
2001
2002
2003
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History of the Group which pioneered assistance
2004 – 2010 : the Columbus era
2004
2005 2006 2007
2008
Launch of Columbus plan, a global strategic plan mainly based on two new activities: health and services for the home and familyEntry on the mechanical warranty market, with the acquisition Icare in France
Creation of new companies in Chile and China
Acquisition of The Canadian Medical Network, a Canadian company
Digital expansion: launch of Plug & Sell, the Group's worldwide e-business platform Takeover of Coris in SpainCreation of IHS Services, a company offering health solutions for remote sites and travel for medical treatmentPublication of "la Care Revolution" (M.Vial)Europ Assistance opens up in IndiaExpansion of the Group in the USA through the acquisition of CSA Travel Protection
(CSA) and GMMI (Global Medical Management Inc.)A pioneer in telemedecine: Europ Assistance tests an interactive remote medical solution for use in isolated environments for the full duration of the Vendée Globe yacht race
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History of the Group which pioneered assistance
2009 2010
Creation of a joint-venture with the Bradesco Group in Brazil
Europ Assistance becomes main shareholder in Ocealis, a French company specializing in telephone assistance Opening of a new subsidiary in TurkeyEurop Assistance Group adopts a worldwide signature: "you live we care.”Launch of the Group road map for 2011–2015
2004 – 2010 : the Columbus era
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History of the Group which pioneered assistance
2011-2015 : to become the most innovative Group in the Care Services sector
2011 2012
2013
New Group corporate website launch
Europ Assistance group launches a new international program dedicated to innovation
Europ Assistance group celebrates its 50th birthday
Europ Assistance Group Strategy One business: assistance A culture of responsibility
Europ Assistance Group I 2011-2012
A powerful, long-term shareholder
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100 %
Europ Assistance Group Strategy One business: assistance A culture of responsibility
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Key figures
8,000 Employees
300 Million customers covered
by Europ Assistance, either directly or via its
partners
400 Healthcare
professionals
4,900 Assistance
representatives
80 Companies and
branches in
37 countries
208 Countries covered by
the Group’s correspondents
39 Customer
assistance centres
423,000 Listed service providers
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Key figures
58,2 Million telephone calls
handled each year
136Countries in which the
Group intervened
6,250 Air ambulance flying
hours to repatriate Group customers
11, 8 Million interventions
each year
2 Phone calls handled
every second worldwide
1 Assistance intervention
every two seconds around the world
34,500 Commercial flight tickets
bought to repatriate Group customers
3,1 Million motorists provided
with breakdown assistance
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Key figures
Consolidated revenues Operating income(in € million) (in € million)
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Key figures
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International standing
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Worldwide geographic organization
REGION 1Italy, Germany, Switzerland, Austria, Central and Eastern Europe
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REGION 2France, Benelux, North America
REGION 3Spain and Portugal, Asia,South America and Africa
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Governance
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Governance
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Strategy
Europ Assistance Group I 2011-2012
Strategy
GLOBAL TRENDS: THE CARE REVOLUTION
A STRONG CONCEPT: CARE SERVICES
OUR AMBITION: TO BECOME THE MOST INNOVATIVE GROUP IN THE CARE SERVICES SECTOR BY 2015
A BRAND PLATFORM TURNED ROUND TO THE FUTURE
A WORLDWIDE SIGNATURE
Europ Assistance Group I 2011-2012
Global trends: the Care Revolution
Globalization, increased leisure time, an explosion in demand for healthcare, rising life expectancy and mobility, increasing urbanization…
Under the impulse of these social and cultural trends, personal services are booming throughout the world. There is a burgeoning demand for information, accident-prevention, protection and support services.
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The Care Revolution is underway, and Europ Assistance is driving it forward by developing tangible responses:
Care Services.
Europ Assistance Group I 2011-2012
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A strong concept: Care Services
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Arising from Europ Assistance’s vision, observation of changing living conditions around the world and innovation capacities, Care Services continuously push the envelope to meet our customers’ needs for safety, peace of mind and serenity. We provide personalised assistance and support, in daily life and in exceptional situations, for all of life’s circumstances.
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Our ambition: to become the most innovative Group in the Care Services sector by 2015
Innovation is in our culture. To make the Care promise a reality,we owe it to our customers to invent not only new solutions (new products), but also new approaches, by integrating new technologies in order to offer daily support to as many people as possible, using an economic model that creates value.
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Technology associated with humanityIn line with its pioneering mindset, Europ Assistance has set a challenge throug Care Services: mobilizing all the potential of the new technologies on behalf of an acute sense of humanity. It is thanks to this association of technological innovation and human values that we can now offer you increasingly effective, responsive and personalized assistance services.
Europ Assistance Group Strategy One business: assistance A culture of responsibility
Our ambition: to become the most innovative Group in the Care Services sector by 2015
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A brand platform turned round to the future
In a global environment, marked by profound changes in both society and technology, improving people's life quality and well-being means having access to local, human, personalized services.
A vision
Europ Assistance undertakes to be with its customers at all times, offering personalized prevention and assistance in Health, Home & Family, and in Mobility all over the world.
A mission
To build the most innovative brand in the Care Services sector by 2015.
An ambition
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A worldwide signature
A signature : you live we care
which highlights the brand in a unique way among its 300 million customers and 423,000 listed service providers.
which states the worldwide dimension both of the Group and the Europ Assistance brand in English only*, in all subsidiaries and on all five continents.
Europ Assistance Group Strategy One business: assistance A culture of responsibility
* Except legal requirements Europ Assistance Group I 2011-2012
One business: assistance
Europ Assistance Group I 2011-2012
One business: assistance
HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES
A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS LINES
SKILLS WITH HIGH ADDED-VALUE
FOUR AREAS OF CARE SERVICES:
Europ Assistance Group I 2011-2012
• TRAVEL• AUTOMOTIVE• HEALTH• HOME & FAMILY
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Humanity and new technologies at the heart of Care Services
Europ Assistance Group Strategy One business: assistance A culture of responsibility
Personalized support …
Daily support for a calmer, more flexible personal, family and professional life? Care Services have made this dream a reality. With Europ Assistance, the attentive human support draws on the amazing potential of the new technologies. To offer you the fastest and most effective solutions for every situation.
Our commitment
… at any time, for everybody.
Through its 4 business lines (Automotive, Travel, Health, and Home & Family), Europ Assistance commits alongside you at every moment of your daily life. On
your travels, on the road and at home, Care Services make life easier, safer
and more human. Efficiently
Europ Assistance Group I 2011-2012
Thanks to our international network, we guarantee you local, human service wherever you are, 24 hours a day, 7 days a week.
By integrating new technologies, remaining attentive to the way your needs evolve and developing the right tools to support you on a daily basis, Europ Assistance is inventing the personalized assistance services of the future.
Our commitment
Corporate Social Responsibility is fundamental to our vision. We behave responsibly with both our employees and our customers. We create more and more partnerships and local initiatives in order to defend our values, and to promote exchanges and solidarity.
Throughout the world ...
Humanity and new technologies at the heart of Care Services
In an innovative way ...
Responsible …
Personalized …Care Services incarnate a made-to-measure culture. Better than anyone else, we know your needs and are capable of developing products and services to satisfy you.
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We are putting all of Europ Assistance behind our Care Services. Our 8,000 employees' abilities to observe, listen, organize and innovate are mobilized in order to bring high value-added responses to our customers …
A professional approach structured around four fundamentals:
- Multilingual telephone service, 24/24 and 7/7- Analysis of the situation and management of risk- Immediate mobilization of human and technical aid- Real-time resolution of complex situations
Humanity and new technologies at the heart of Care Services
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A network steered, controlled and managed in our four business lines
423,000 listed partners
• Approved and listed for their speed of reaction and the quality of their service
• Present throughout the world
• Capable of responding like true professionals to any situation
• Subjected to quality control: field visits, supplier visits, monitoring procedures …
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A network steered, controlled and managed in our four business lines
Travel• Paramedics• Private airlines• Opticians• Dentists• Doctors• Hospitals
Automotive• Breakdown service providers• Tow-away service providers• Car rental companies• Chauffeurs, taxis• Hotels• Mechanics
Health•Hospitals and clinics • Paramedics• Specialists in assisting the elderly and dependent• Healthcare professionals: GPs, specialists, nurses, physiotherapists, etc.• Medical care professionals
Home & Family• Electricians, plumbers, glaziers• Employment support agencies• Building professionals• Childcare agencies• Specialists in family services
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Skills with high added-value
Coordination• Implementation of the appropriate means to come to the customers' aid, via networks and teams of experts
The assistance representativeslisten, welcome, analyze
Information• Real-time Information for customers and their close ones
• Ensuring the success of the operation alongside teams on the ground and customers
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Skills with high added-value
Teams of IN-HOUSE experts• 400 medical professionals (medical coordinators, emergency specialists, nurses
• Ticketing service specialized in chartering air ambulances
• Legal and tax experts
• Experts in automobiles, warranty extensions and maintenance
The assistance representatives
NATIONAL and INTERNATIONAL networks• 423,000 service providers worldwide
• Medical providers
• Technical providers
• International network of correspondents:a local interface
• Other Group companies: a system ofmutual assistance
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Four areas of Care Services: Travel
A revolution in travel
Low-cost airlines, last-minute offers, all-inclusive customized packages, the rise of short stays and weekends "away from it all", online booking … it's never been easier to travel round the world. In the face of this increased mobility, we all need support and reassurance.
That is why Europ Assistance has created assistance and insurance services which are perfectly adapted to our new ways of travelling.
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Four areas of Care Services: Travel
Personalized offers
Beyond its historical know-how in repatriation for medical reasons, Europ Assistance offers its customers information and advice, health risk indicators by country, labels and badges to help locate lost luggage, cancellation, loss of luggage and multi-risk insurance, online claims declarations, "anti-surprise" rental insurance, innovative online services, mobile applications ...
From when you start preparing your journey till you return home, we watch over you and your family, in order to reconcile mobility and peace of mind.
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Innovative services
Four areas of Care Services: Travel
Plug & sell is a unique and innovative e-business platform for reinforcing your online site with a wide range of customized, value-creating solutions
Netglobers is a community portal on travel, which combines official information on over 190 countries with content generated by web surfers (travel logs, forums, systems for grading countries, …)
TripOrganizer (a mobile application) helps your customers organize their trip abroad. TripOrganizer is the ideal customer retention tool: it offers a range of practical services
Dos and Don'ts is a "must" mobile application to help you get immersed in other cultures and not commit a faux-pas during your trip abroad
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Some references: Travel
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Four areas of Care Services: Automotive
A transformation in the driver-vehicle relationship …
The way people use and relate to their vehicle is changing. We are currently witnessing a boom for vehicles which consume less and pollute less, and the car is now increasingly considered to be a service. Drivers expect their vehicle brand to promote customer loyalty, and to offer them packaged assistance offers.
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… which implies a change in services
At Europ Assistance, we believe that automobile assistance should take charge not only of the vehicle, but above all of its driver and passengers.
With Care Services, we keep an eye on you and your car while you are on the road, and can instantly mobilize a top-quality network at your service to ensure your safety and well-being in any situation.
Four areas of Care Services: Automotive
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MyMobility : this application is practical and easy to use: it offers an assistance service based on GPS technology and additional services (a maintenance schedule, dealership geolocation, etc).
Four areas of Care Services: Automotive
"Must" tools
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First selected network : a priority network comprising the most efficient automobile professionals who intervene in the event of breakdown, puncture, etc… The selection criteria for these professionals are high: arrival time, reporting, quality of vehicles, technical capabilities, etc…
First selected green network : is the first labelized pan-European network of eco-responsible professionals, who offer environmentally-friendly assistance services: electric or low CO2 emission vehicles, bicycle hire, etc…
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Some references: Automotive
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Some references: Automotive
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Four areas of Care Services: Health
Health support: a growing need
Today more than ever, people are looking for support in matters of healthcare. Online access to medical information, increasing demands regarding quality of healthcare, more and more specialists… we want to be sure of our sanitary and psychological well-being throughout our lives. It's a particularly crucial challenge in a world where life expectancy is continuing to increase.
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With Care Services, Europ Assistance meets the challenges of healthcare and dependence, with personalized solutions for medical care, monitoring or teleassistance.
Four areas of Care Services: Health
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Solutions with high added-value
By making assistance services possible on both one-off and long-term bases, Europ Assistance is revolutionizing the Care world. Thanks to technological innovation associated with a strong human presence, we take daily care of your health and the health of your loved ones.
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Personalized innovative services
Four areas of Care Services: Health
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Docticare : a health portal which provides access to a wide range of health information, offers personalized services for preventive healthcare and the management of medical data, and includes high added-value web services. The personal space allows users to create and update their medical files online or manage, download or print their clinical passports in several languages.
International Health Global Corporate Solutions : The Global Corporate Solutions division of the Europ Assistance Group is the dedicated point of entry for global groups, players from the international health care sector, and transnational bodies providing international health care and medical assistance solutions. The packages that it provides meet the needs of business travellers, expatriates, local staff, clients and members. This division deploys human and material resources on a worldwide or local scale, overseen by services offering support and advice in fields such as on-site medicalisation and health plans (with a network of qualified and audited suppliers), medical evacuation services, the organisation of treatment abroad, or medical support programmes for employees via prevention and information services in particular.
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Some references: Health
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Some references: Health
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Four areas of Care Services: Home & Family
Europ Assistance invents the home services of the future
Society is changing. In an increasingly mobile urban world, where you have to juggle between work, transport and family life, ultra-responsive support services have become indispensable. That is why Europ Assistance has invented the home services of the future. Personalized assistance and prevention services to ensure your peace of mind on a daily basis, and let you devote your spare time to your loved ones and your leisure activities.
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Support on a daily basis
Babysitting, additional schooling, lost key insurance, support to elderly and dependent people to help them remain at home, boiler and large domestic appliance repairs, legal assistance … Through these local, personalized, innovative support services, we keep watch over your family and your home, to make your daily life easier and less wearing
Four areas of Care Services: Home & Family
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Some references: Home & Family
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Some references: Home & Family
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A culture of responsibility
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A culture of responsibility
CSR STRATEGY: "THE SOCIAL FOOTPRINT"
CREATING A "POSITIVE SOCIAL FOOTPRINT"
COMMON VALUES
INITIATIVES FOR CHARITY
LOCAL KNOW-HOW PRIORITIZED
Europ Assistance Group I 2011-2012
CSR strategy: "the social footprint"
Corporate Social Responsibility (CSR) is an essential lever for our development strategy.
In line with its pioneering spirit, Europ Assistance was the first international player in the sector to commit to a CSR strategy. Today, the Group’s development is inseparable from its social project, and links directly to its history, its areas of business and its values.
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Europ Assistance has chosen to develop the “social footprint” label, which now encompasses all Group initiatives in this area, in order to affirm Europ Assistance's status as a responsible company on both social and civic levels, and to promote its global commitments and local initiatives in the field of CSR.
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Creating a "positive social footprint"
What is the company's "positive social footprint"?
It is based on a conviction: companies today can no longer view their growth and performance criteria in the short term: they must consider them in a long-term perspective. And they can no longer ignore the impact which their activity has on society: they must take ownership of any negative external impact which they may generate. Sustainable profit is only possible if it creates for the company's internal and external ecosystem as a whole.
Just like the carbon footprint, it is also a company's responsibility to be capable of measuring the social and civic impact of its activities on the ecosystem in the long term and in its entirety, on a regional, national or worldwide scale.
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Creating a "positive social footprint"
Europ Assistance and "the positive social footprint":
Europ Assistance supports aid for the development of new forms of enterprise in the world, in parallel to all initiatives carried out locally by the subsidiaries, reconciling economic performance, social performance and creation of value.
For Europ Assistance, the development of new forms of enterprise which create innovative, lasting and reproducible solutions, is one of the most effective levers for changing the economic and social environment and create value at a local level.
In this context, Europ Assistance backs social entrepreneurship through its partnership with Ashoka and via a dozen entrepreneurs throughout the world.
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Creating a "positive social footprint"
Europ Assistance Group and Ashoka:
In 2010 Europ Assistance made a commitment alongside Ashoka to back social entrepreneurship throughout the world.
Through this strategic partnership with the biggest association in its field, Europ Assistance
Group, which has made social entrepreneurship its major commitment in terms of social and
civic responsibility, intends to contribute directly to the structuring and developing of the
social entrepreneurship model worldwide, as it considers it to be a fundamental lever for
bringing tangible responses to the challenges of contemporary society.
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Common values
"Being Care" means defending your values every day on behalf of your customers' well-being.
The Care ethic: care, kindness, professionalism.If Europ Assistance successfully supports you in a spirit of trust, both in everyday life and in exceptional circumstances, it is because each employee shares common human values:
pioneering mindset,
integrity,
creation of value,
performance as a team,
commitment to customers.
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Initiatives for charity
Europ Assistance and its subsidiaries work around the world on health, social and humanitarian projects, as close as possible to the reality of the countries where the Group is present. This commitment draws on local knowledge and skills, and produces tangible results.
Some examples:- The Group's IHS (International Health Solutions) Division has signed a partnership with AMREF, an association which is well-known for its "Flying doctor" air ambulance service which acts on behalf of health development in Africa.- employee mobilization on behalf of families suffering from AIDS (Europ Assistance South Africa)- support for the Second Chance Foundation, to sponsor individuals aged 18-60 who have suffered major difficulties in life but show strong motivation to move forward (Europ Assistance France)- support for the Paint a Smile Foundation for a more humane approach in psychiatric hospitals (Europ Assistance Portugal).
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Local initiatives
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Local know-how prioritized
Matching global efficiency with local solutions
Prioritizing closeness to our customers for a personalized solution, and ensuring quality assistance.
Maintaining presence on national markets for perfect knowledge of the field.
Tangible initiatives on a daily basis.
Deploying our global know-how locally.
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