Annual report 2011
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Annual report 2011



Discover all you need to know about Europ Assistance Group and Care Services: history, key figures, global coverage, etc.

Discover all you need to know about Europ Assistance Group and Care Services: history, key figures, global coverage, etc.



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    Annual report 2011 Annual report 2011 Presentation Transcript

    • Landmarks 2010-2011 Repères 2010-2011
    • Taking care of you... Without you noticing... To anticipate your needs, Europ Assistance creates new services every day for you, for your home, for your health and that of your family, and for your travel and holidays. Services that are increasingly more local, more personalized and more accessible. For more information, visit www.europ-assistance.com1 Profile 18 Our business 20 Travel 22 Automotive 2 Message from the Chairman and CEO 24 26 Health Home & Family4 2010 key figures 28 The Group in 2010 28 People and management8 Care Services 30 Organization 32 Social responsibility
    • From emergency assistance to Care ServicesEverywhere in the world, men and women are faced with unprecedentedlevels of change. The effects of globalization, increasing urbanization, the constantdevelopment of new technologies and longer life expectancy are all havinga major impact on our lifestyles and consumption patterns. At the same time,economic change and climate change are making our world a moreuncertain place.Life has never been a bed of roses. But today, you have the contradictoryimpression that things are easier, yet at the same time more complex and moreuncertain. You feel the need to be heard, supported and reassured, in yourpersonal and family life as well as in your professional activities, your traveland holidays.The Europ Assistance Group is a global operator in personal assistance servicesin the areas of health, home, family, automotive and travel. Our business is to bethere for you at all times, working effectively by your side, in everyday life andin exceptional circumstances, to make your life easier, safer and more enjoyable. Landmarks 2010-2011 1
    • 2 Europ Assistance
    • Message from the Chairman and CEOA sustainable business modelEurop Assistance Group occupies a prime position in its sector 2011 has begun in different circumstances, within an economic andand in the global arena, and is asserting its status as the brand financial environment which is uncertain worldwide and in declineof choice in Care Services. in Europe. The world is evolving, society is experiencing major change, and there is a high demand for value-added, personalizedIn 2010 several important milestones in our development were services. Europ Assistance is adapting in order to make the mostpassed: the opening of a new subsidiary in Turkey, the takeover of these changes by re-balancing its portfolio of activities andin France of Océalis, a company providing remote support for the locations, developing its distribution models and accelerating itselderly, thereby consolidating Europ Assistance’s position in that development in services for daily life.sector, the creation of First Selected Green Network, the firstnetwork of approved eco-responsible service providers, and the Our ambition is to become the most innovative player in thelaunch of several iPhone® apps and the Docticare web portal for Care Services sector, wherever we are present in the world, in orderdaily health services. to facilitate our customers’ daily life and mobility.The Group has also launched its new signature, “You live we care”,which embodies the Europ Assistance brand’s new promise tosupport our customers in every aspect of their lives, in daily life Claude Tendil Martin Vialand exceptional circumstances, throughout the world. Chairman of the Supervisory Board Chief Executive Officer Landmarks 2010-2011 3
    • Solidity in Europe, 1,288 1,386 42 strong growth in 39 emerging countries 2009 2010 2009 2010 ConsoLidAtEd REvEnuE opERAting inComE In e million In e million In 2010, the Group posted an increase in sales of nearly 8%, higher than in 2009 (6.6%). Despite very weak economic growth in Europe (1% in the EU), Europ Assistance 42% Automotive has consolidated its positions, especially in France, Belgium 32% Travel 15% Health and Portugal, and is benefiting from the robust health 10% Home & Family 1% Other of emerging markets in India, China and South America, where it has seen record rises, for example in Brazil, which registered growth of 58%. REvEnuE by businEss LinE (as a % of revenues) Consolidated revenue Revenue outside France E1,386 m 74% 4,610,374 943,768 1,116,653 Automotive Travel Health 658,379 Home & Family Operating income Shareholders’ equity 4,443,872 Other E39 m E216 m numbER of CARE sERviCEs intERvEntions4 Europ Assistance
    • Key events7,000employees Opening of a new Europ Assistance in Turkey Opening in São Paulo4,300 In May 2010 the Europ Assistance group opens a new company in Turkey. Being to 100% in group possession, On 22 March 2011, Europassistance the new branch office is located in the modern centre of Assistance Brazil opened itsrepresentatives Istanbul and provides service for all the branches as new sales agency in São Paulo. travel, health, automotive and home. The 24/7 call The opening is a sign centre answers more than 20,000 inbound calls and400 services over 7,000 cases per month. Just prior to its first of the strong development of the company, which postedhealthcare anniversary, Europ Assistance Turkey achieved the fifth unprecedented growth.professionals rank in the Turkish assistance market and employs 50 employees today.420,000listed partners300 million www.docticare.itcustomers covered Health and web services portal One Group, one brand,by Europ Assistance, In September 2010, Europ Assistance launched one global signatureeither directly or, a health portal which provides Since 8 December 2010, the signature “You live we care” has beenvia its partners access to a wide range of health information, deployed alongside the Europ Assistance logo in the 38 countries personalized services for preventive healthcare and where the Group operates. This followed the decision by Europ the management of medical data, and offers high58.2 million added value web services, including forums, an atlas and medical dictionary, advice for emergencies and Assistance to apply its promise under a single brand name to its 300 million end users, its key accounts and its network of 420,000calls handled approved partners. The promise is in English, the most widely used safety, and interactive applications. The personalby our assistance space allows users to create and update their medical language on the five continents where the Group operates.representatives files online or manage, download or print their Launched as part of its new 2011-2015 road map which aims to clinical passports in several languages. make Europ Assistance the most innovative Group in its sector, “You live we care” encapsulates its core business: devising Care Services,11.8 million a new generation of personalized assistance services to supportinterventions consumers in every situation, whether on an occasional or ongoingcarried out basis, in exceptional circumstances or in daily life. Landmarks 2010-2011 5
    • 80 On the back of Care Services companies and branches in 38 countries Angola, Argentina, Austria, Bahamas, Led by global demand in both rich and emerging countries, the Group once again Belgium, Brazil, Cameroon, Canada, Chad, Chile, China, Congo, Czech Republic, France, extended its vast, worldwide network this year. French Polynesia, Germany, Greece, Hungary, India, Ireland, Italy, Libya, Luxembourg, Nigeria, Netherlands, Poland, Portugal, Romania, Russia, Serbia, Singapore, South Africa, Spain, Switzerland, Tunisia, Turkey, United Kingdom, United States. 208 countries covered by our representatives 148 countries where Europ Assistance intervened in 2010 40 customer assistance centres Angers, Arnhem (Netherlands), Athens, Badajoz (Spain), Bangkok, Barcelona, Beijing, Brussels, Budapest, Buenos Aires, Deventer (Netherlands), Fort Lauderdale (US), Geneva, Istanbul, Johannesburg, Le Mans (France), Lisbon, London, Madrid, Milan, Moscow, Mumbai, Munich, Navan (Ireland), Papeete, Paris, Prague, Rende (Italy), Rostock (Germany), San Diego, Santiago (Chile), São Paulo, Shanghai, Singapore, Toronto, Tunis, Vienna, Warsaw, Washington DC, Zurich. 2 Subsidiaries Customer Assistance Centres Correspondent offices calls handled per second around the world 1 intervention every 2 seconds6 Europ Assistance
    • Key events 15th anniversary of Europ Assistance Poland Europ Assistance Czech Republic leads the way in Travel In 2011, Europ Assistance Poland celebrates its fifteenth anniversary. Fifteen years of In 2010, Europ Assistance became the market uninterrupted growth which have made it one leader in the travel assistance sector in the Czech of Poland’s leading assistance companies. Republic, with more than 28% of the market. Acquisition of a majority shareholdingRegion 1 in EAP and Bien-Être AssistanceItaly, Germany,Switzerland, Austria Europ Assistance France finalizes with Malakoff Médéric the acquisition of the shares held by Edenred (Accor) in EAP and Bien-Être Assistance. Following thisRegion 2 transaction, the two companies, EAP and Bien-ÊtreFrance, Benelux,North America Assistance, are now 51% owned by Europ Assistance France and 49% owned by Malakoff Médéric.Region 3United Kingdom,North, Central and EA-live:Eastern Europe, internal information and social networkMiddle East, Asia Since the end of 2010, the 7,000 employees of Europ Assistance around New operational centreand Oceania the world have been able to connect online via EA-live, the Group’s in Spain internal information platform. An interactive hub of internal information, the website is in French and English and offers all the latest news on the On 16 February, Europ Assistance Spain opened a Group and its subsidiaries. It also provides a social network. Users can new customer assistance centre in Badajoz, havingRegion 4 create profiles and photo boards, upload photos, consult job vacancies, participate in competitions and surveys and more. already created one there in 2007. Its strategicIberian peninsula, The Top Com awards, a yearly competition in France for the best position near Madrid and Lisbon has strengthenedSouth America and communications operations, saw the silver prize go to the website in the the synergies between the subsidiaries on theAfrica corporate multimedia section. Iberian peninsula. 15th anniversary of Europ Assistance Brazil The Brazilian company, which pioneered emergency assistance in Brazil and is now market leader there, celebrated fifteen years of activity in 2011! Landmarks 2010-2011 7
    • 8 Europ Assistance
    • For nearly 50 years, Europ Assistance has been developing assistance activitiesby understanding the needs and expectations of its millions of customersaround the world. We are constantly creating new services that make life easier,safer, more enjoyable and more people-focused.Care Services from Europ Assistance are a new generation of personalizedassistance services to support people and their families in every situation,whether on an occasional or permanent basis, in exceptional circumstancesor in daily life. We mobilize our teams, our organization and new technologiesto offer customers innovative, well thought-out, concrete and practical services,as locally as possible.We invite you to discover our services, and share the experience of ourcustomers through four short stories. Their experience could be yours...You live… we care. Landmarks 2010-2011 9
    • With Trip OrganizerTM on my iPhone®, I am completely relaxed about travelling... even before leaving home! My name is Léa. At work, I’m a real go-getter. But in my personal life, it’s the complete opposite. I don’t like to complicate things, I just like to do what I want. And what I love to do is get away. What I really love are last-minute trips, getting away on a Friday afternoon and just improvising. Goodbye work, hello freedom! Of course, it means I sometimes have my head in the clouds and organization is not my strong point. So I’ve had my fair share of bad luck in the past. But now I have my iPhone®! I’ve downloaded a great app, Trip Organizer™. With a name like that, it was made for me. discover the story of Léa and trip organizer™ at www.europ-assistance.com10 Europ Assistance
    • Europ Assistance Care Services allows you to travelwith complete peace of mind by helping youthroughout, from planning your trip to returning backhome, offering information, advice and onlineservices to prepare for and make the most of yourholiday, health risk indicators, tailored insurancecover, retrieval of lost luggage, an electronic folderfor your documents and declaration of incidentsonline. And if that is not enough, we will send ourpeople to you, in situ, to help you.To find out more about Europ Assistance Mobile Care Services,visit Landmarks 2010-2011 11
    • Brazil is a big place... I am very small, but I have magic powers My name is Ana and I live in Brazil. Well, when I say I live there, it’s not strictly true. I’m always in my car. Between my daughters’ school, their dance classes, my workplace, my friends and home, I travel many kilometres in my car, nearly every day, and in all types of weather. Brazil is a big place and I often feel very small here. There are some times and places where you really don’t want to break down. I’d guessed that my little old car had already thought about it sometimes, but I didn’t think it would happen right then, visiting friends for the first time, with my children, on a road I didn’t know. I went into a complete panic, until I remembered my Europ Assistance breakdown cover. I called from my cellphone and an assistance specialist was onto my case immediately. Using GPS technology, Europ Assistance minimized my waiting time by rapidly dispatching the closest available repairman in the region, and because he had accurate directions, he was able to locate me easily. I hardly saw the time go by. Since then, I’ve felt as if I have magic powers! Hear about Ana’s experience and our geolocation and breakdown recovery services at www.europ-assistance.com12 Europ Assistance
    • At Europ Assistance, Care Services means looking after you and your vehicle.With Europ Assistance’s breakdown cover, a team of experts is mobilized onyour behalf wherever you may be. From when the problem comes up until it isresolved, your Europ Assistance advisor supervises the operation andcoordinates it. Depending on the information which you give, Europ Assistancewill determine whether the breakdown can be repaired directly where you are,and can even send a repairman on a motorbike to intervene on the spot.You can drive off and hardly be late at your destination: a team of experts looksafter everything while you’re on the road.To find out more about our Automotive Care Services, MyMobilityand geolocation, visit Landmarks 2010-2011 13
    • Just because I’m a bit of a tomboy, it doesn’t mean I don’t like being treated well... My name is Nathalie and I live in Brussels. That day, I was supposed to be hurtling along forest tracks on my mountain bike in Brabant, with my boyfriend Philippe struggling to keep up. I started out pretty well, though it’s a bit different from skiing. On Saturday evening, I was handling the bike well enough to do some pretty nifty yet controlled skids and I was quite proud of myself for a beginner. So I got a bit cocky, taking my handlebar in just my right hand so I could wave at Philippe when I overtook him and then everything turned upside-down and I was flat on the ground with a horrendous pain in my leg, in fact I was hurting all over. And that was the end of my biking weekend! I went home after a trip to the hospital. I suppose it could have been worse and to be honest, it wasn’t all that unpleasant... I’m not really one for holing up or being pampered, but here I am, just like being in a hotel, only better. I can work from home on my computer and my Europ Assistance care manager does everything possible to help... to find out more about nathalie’s story, visit www.europ-assistance.com14 Europ Assistance
    • On the day she returned home from hospital, Nathaliewas visited by a Care Manager from Europ Assistance,who put together a tailored package of services Nathalieneeded in order to continue with her normal life at home,on crutches: travel arrangements for her check-ups withthe doctor, household chores, shopping delivered at homeand even a hot meal for that evening. This is becauseNathalie had taken out Comfortlife cover, a tailored Healthcare service provided in the home, which helped make upfor the abrupt ending to her weekend. We organizeddomestic and administrative tasks to help Nathalie tocontinue to live independently and easily at home, untilshe was ready to launch herself back into life at topspeed, as is her way.To find out more about Comfortlife and our Health Care Services,visit Landmarks 2010-2011 15
    • I enjoy always being connected, with the peace of mind that my information is protected wherever I am, whatever computer I use. I’m Paul and I’m an R&D engineer with an industrial group. I am always on the go, whether it’s traveling for work or staying active in my personal life. Being connected wherever I am is important to me and so is the privacy of my information – whether I’m using my laptop at home or using an Internet café while traveling for work there’s no way I’m going to leave myself open to hackers or phishing scams. I protect myself with the Online Data Protection Suite, a Europ Assistance service that protects my data from attacks that might go undetected by my antivirus software. With the Online Data Protection Suite on my computer and my Mobile Data Protection USB stick in my bag when I’m on the road, I can be sure my data is safe in all situations. I am happy, my colleagues can sleep at night and my bank loves it! Hear about paul’s experience and find out about our personal data protection services at Europ Assistance
    • With Care Services, Europ Assistance provides you with a range ofpersonalized services on an occasional or ongoing basis, to makeyour life easier. Every day, we find ways to make life easier forcustomers, like you, who juggle work, travel and familycommitments. We offer solutions for personal data protection,childcare, additional schooling, home repairs and services, assistancefor the elderly or dependent, legal assistance and more.To find out how to make your life easier,visit Landmarks 2010-2011 17
    • New technologies are constantly expanding the scope of what is possible, with the Internet and mobile technologies, artificial intelligence and robotics, nanotechnologies, biotechnologies and intelligent buildings. By using the best technologies and the capabilities of our teams to help people, we provide ever more local and more personalized, affordable and accessible services. Innovation and people are at the heart of our activities18 Europ Assistance
    • Technological and scientific revolutions, combined with our ability toinnovate with new products and new service concepts, are speeding upthe development of our activities.The Care Revolution is underway. Everywhere in the world, there is aburgeoning demand for personalized information, accident-prevention,protection and support services. Our activities, which help people indifferent areas of their professional, personal and family lives, are a perfectreflection of these changes. Today, our services have become a strategiccomponent of financing, insurance, welfare and travel offers.Europ Assistance is supporting this revolution by creating anddelivering concrete, personalized and accessible solutions to the greatestnumber of people, focused around a vision of assistance that createsvalue, where responsibility drives long-term growth. Landmarks 2010-2011 19
    • TravelIn 2010, the Group’s Travelactivities suffered from therepercussions of extremeweather, while the volcaniceruption in Iceland slowed therecovery in Europe. After twodifficult years, the tourism marketis gradually recovering, althoughthe international environmentremains unfavourable, withdifficult weather and politicalunrest.Against this background,inventive, imaginative solutionsare more important than ever,and Care Services aredemonstrating their importance intravel and tourism offers.Continuing growth in onlinebookings and the use of newmedia offers new opportunitiesevery day... 20 Europ Assistance
    • DOS AND DON’TS: TRAVEl AND CUlTURAl TIPS ON IPHONE®EuRop AssistAnCE bELgium The Dos & Don’ts app from Europ Assistance helps nEtgLobERs nEws NoGo: covering all eventualities travellers avoid cultural clangers. It is a good illustration And mAg of the concept of Care in the area of travel and ofHaving already won twice in its previous incarnation, as the “best The Europ Assistance community website, respect for cultural differences.annual travel cancellation insurance” in the Decavi awards for the which provides information and services forbest products sold in Belgium, NoGo travel cancellation insurance holiday-makers, has expanded its Newsfrom Europ Assistance is now even better than before. The new section for each individual country to cover EuRop AssistAnCE itALiAversion, updated in April 2011, offers greater cover for travel rapidly evolving situations relating to politics,cancellation, alteration and compensation (refunds for days not Alitalia goes “all-inclusive” weather, culture and sport, security andused by the customer). The policy covers health problems, In January 2011, Europ Assistance Italy and Alitalia sign a anything that might be useful for their travels.redundancy, a summons to work, a new job contract and damage two-year agreement on a new travel insurance policy called Plus there is the Magazine section, publishedin the home, in addition to exceptional circumstances like divorce, “Alitalia all-inclusive” that can be taken out via the airline every fortnight, which offers travel tipsvisa rejection, etc. company’s website. and advice.EuRop AssistAnCE fRAnCE EuRop AssistAnCE AustRiAReversible holidays Theft insurance... and cover for related costsA case of “force majeure”? Europ Assistance France has introduced At the beginning of 2011, Europ Assistance Austria launchedits “spoiled holidays” cover for travellers before departure and “Absence-Assistant”, packaged in a product of it´s partner andwhile on holiday, in case of a major event such as a general strike, travel insurer Europäische Reiseversicherung. It is the world’s first travel insurance product that refunds holiday-makersriot, terrorism or natural catastrophe in the destination country, for costs related to a theft in their absence, such as interruptedwhich affects the holiday. This new cover, which is in addition to holidays, small repairs and surveillance, in addition to thethe cover for “travel cancellation” and “impossible departure or emergency assistance services and independent of its Homereturn”, provides support for our partners in the tourism industry insurance policies. This service, sold through the leadingand reassures customers that they will not lose the cost of their bookings networks Amadeus and Travi Austria, has givenholiday, so they can look forward to it with confidence. Europ Assistance Austria a definitive foothold on the B2C travel insurance market. 35,000EuRop AssistAnCE usA plane ticketsHow do you say aspirin in India? Europeans reawaken their appetite for holidays to repatriate our customersDid you know that brand name medications are often sold under The results of the eleventh Ipsos-Europ Assistance survey on thedifferent names in different countries? With the Drug Translation intentions and concerns regarding holidays among Europeans 61%tool, developed by Europ Assistance USA, customers don’t have to show that morale is returning. On holiday, the biggest concern of Europeans say relaxationworry about finding the right medication while traveling. Travelers for Europeans is health, at 69%, just ahead of car breakdowns. was their primary objectivecan enter the name of a drug or its generic equivalent into the As for activities, relaxation and peaceful surroundings remain for the summer holidaytool and get the name of the local version in 114 countries. the top priority. In terms of budget, this has increased by 3%Partnership with Reliable life compared to 2010. The Internet has consolidated its lead as the place to obtain information and make bookings and the use of 47%In April 2010, Europ Assistance USA signed a major agreement on smartphones is spreading: more than a third of Europeans now of Europeans plan to spend their holiday in their own countrytravel assistance and concierge services with Reliable Life, one of require new services such as practical information, useful phone (60-70% of Italians, Frenchthe biggest private label travel insurers in Canada, and a key numbers, conversation guides and customer assistance centres and Spanish)travel insurance player in the United States. to help them during their holiday. To find out more about Travel Care Services, visit Landmarks 2010-2011 21
    • AutomotiveEurop Assistance is consolidatingand pursuing its growthin automotive Care Servicesby offering a more global,more personalized roadsideassistance to its partners in carmanufacturing, rentals, repairsand after-sales, as well asinsurance companies. It has asingle objective: to look aftermotorists and their vehiclesby mobilizing the interventioncapacities of an exceptionalnetwork, and the performanceof telecommunicationstechnologies. 22 Europ Assistance
    • mymobiLity: LEts otHERs know wHERE TRAINING AND you ARE, LEts you know wHAt’s HAppEning CERTIFICATION FOR The iPhone® app MyMobility offers geolocation assistance, with rapid “ElECTRIC VEHIClE REPAIR” breakdown recovery and related services for motorists: connection to After mobilizing its network of service emergency services, management of roadside assistance. With its intuitive, providers around environmental issues and ergonomic design, MyMobility provides valuable support on the road and creating Europ Assistance First Selected on the move, in daily life and in exceptional circumstances. Green Network, the Europ Assistance Group is pursuing its sustainable development strategy by offering training in electric vehicle repair for its network of mechanics in five European countries, in partnership with Dekra Industrial, a European leaderEuRop AssistAnCE gREECE iCARE in training. Electric vehicle training andRoadside assistance under the Europ Assistance name Icare consolidates its leadership in France certification is available in France, Italy, Spain,In January 2011, Europ Assistance Greece decided to develop its on mechanical breakdown warranty market Germany and Belgium and will be rolled outown roadside assistance fleet under the Europ Assistance brand Icare strengthens its position on its market, notably by renewing a across Europe in 2011. A dedicated websitename, to offer roadside assistance services that closely reflect Framework agreement with Citroen and Credipar concerning the has been created by Europ Assistancethe needs of the local environment. VO (used vehicles) Citroen selects label and services associated and Dekra to provide mechanics with the with financing. Other notable successes: new contracts on necessary information and to allow themEuRop AssistAnCE itALiA to sign up for training. mechanical warranties are won with Honda, Peugeot scootersClear roadside assistance via Smartphone and iPhone® and the mutual insurance companies AREAS and MAPA for theRoadside Assistant is the name of the new Europ Assistance insured vehicles. New maintenance contracts are also signed withItaly application for Smartphones and iPhones, used to request Honda. For the first, ICARE launches a partnership with Autoscoutimmediate assistance with no calling to the operator andreceive real-time information on waiting times. 24 to start e-warranty business for the B2C market. 3.5 million EuRop AssistAnCE fRAnCE private cars registeredRoadside assistance agreement with Hyundai in Italy launches i-dep’ mobile in China in just the first quarter 2010 (up 76.3%)Europ Assistance Italy and Hyundai Motor Company Italy sign an Having had access since 2007 to the i-dep’ extranet, whichagreement to supply European roadside assistance to the Italian automates every stage in the management of motorists whosecustomers during the five-year automaker‘s warranty period. car has broken down, mechanics in the Europ Assistance France 3.1 million network can now use the mobile version of this motorists have receivedEuRop AssistAnCE poLAnd high-performance platform. assistance from Europ AssistanceWhat does assistance mean to you? worldwide. It can be used to send specific job information to the mechanicEvery year, Europ Assistance Poland questions Polish out on call, while Europ Assistance can use it to monitor theconsumers on how they perceive assistance services: changes different stages of the intervention, with information on thein assistance awareness, as well as the manner and frequency type of job, geolocation, etc. It was specially designed to be To find out more aboutof use of those services. It is the only survey of this kind in Automotive Care Services, visit used by a fleet of mobile mechanics, one of whom receives jobPoland, that offers an invaluable source of information on details from Europ Assistance and then forwards them to thetrends on the assistance market, and by association, the entire fleet. Another advantage is that once the job is acceptedautomotive market. by the mechanic, the app operates even when the GSM network is not available. Landmarks 2010-2011 23
    • HealthThe exponential growth in scientificknowledge and the use of newtechnologies in medicalinterventions, the increaseddemand for safety, and greaterinvolvement of patients themselvesare necessitating the review of theorganization of health systems andare resulting in new activities inthe area of e-health.Europ Assistance is leading the wayin monitoring technologicaldevelopments and consideringfuture solutions in partnership withhealth professionals and welfarebodies, capitalizing on the expertiseof its subsidiaries.A new generation of collaborativemedicine is taking shape, wherebyelectronic data transmission(sensors that monitor physiologicaldata, or falls, for example;electronic control boxes) and newroles in healthcare (medicalassistants, care coordinators, etc.)are radically changing practices.Telemedicine, remote assistance,medical/social coordination,monitoring of chronic illnessesand support for patients just outof hospital are all areas wheretechnologies inform andcommunicate the very personalinterventions of various healthcareplayers. 24 Europ Assistance
    • EuRop AssistAnCE iHs EuRop AssistAnCE itALiAHealth on site... and online Progetto ServiziDrawing on its experience in health solutions for the oil and gas, On April 2011, Europ Assistance Italy launches the newmining, engineering and construction industries worldwide, the “Progetto Servizi” offer. All the customers, even without havingGroup’s International Health Solutions (IHS) division has subscribed an insurance Policy with the Company, can call a freeexpanded its offer and launched a new website. Visit number to receive a wide range of assistance services focused CERCLE sAnté-EuRop for all the latest news on this division. on healthcare and home repairs, such as doctors, AssistAnCE CHAm 2011 physiotherapists, hydraulics, locksmiths and so on.Strategic partnership between Europ Assistance IHS After the phone call, they receive directly at home the type of suRvEyand Drum Cussac assistance they need by paying only the single service chosen. Carried out by the CSA Institute, the fifth CercleEurop Assistance IHS (EA IHS) and Drum Cussac, a world leading Santé-Europ Assistance survey on the practices, EuRop AssistAnCE poRtugAL expectations and concerns of Europeans in termssecurity consultancy, have entered a new strategic partnership,adding security services to EA IHS’ service offering. This Teleassistance: remote assistance in Portugal of health issues, was presented to economistspartnership goes beyond a simple and traditional out-sourced In partnership with Portugal Telecom, Europ Assistance Portugal and health professionals on 29 September inarrangement, and consists in sharing resources in combined has launched a new medical assistance offer: a telephone Chamonix. This survey was expanded in 2010operations worldwide. The partnership offers international installed in the customer’s home provides a direct connection to to include the United States and Austria, bringinginstitutions and corporations with complementary and the Europ Assistance call centre, 24 hours a day. By simply the number of countries it covers to ten.comprehensive health care and security solutions. The pressing the SOS button, the customer can obtain rapid CHAM (the Convention on Health Analysispartnership is being extended within the Group to support its assistance in case of emergency. and Management), of which the Group is ainitiative in providing global corporate solutions. longstanding member, is an excellent opportunity EuRop AssistAnCE soutH AfRiCA for Europ Assistance to assert its position asEuRop AssistAnCE bELgium Health advice a major player in the field of health“Comfort life”: we’ll take care of everything while Based on 13 years of partnership with MTN, one of the leading ( recover mobile phone operators in the market, Europ AssistanceEurop Assistance Belgium, the subsidiary leading the South Africa now offers the Personnel Health Advisor servicedevelopment of health services, now offers a full Care Services to their 18 million customers.package to people who have become dependent for aminimum period of four days following a sudden illness or EuRop AssistAnCE uk Premier Occupational Health care 400accident, or hospitalisation for at least three days. The service healthcare professionalsincludes the delivery of hot meals, medication, essential Assistance UK announces an exclusive partnership with Premierhousehold products, domestic help, transport for children,pet care and adapting the home for medical purposes. Occupational Healthcare, an established provider of quality and affordable occupational health and wellbeing services. 1,116,653 health interventionsAs well as this cover, the company, backed by Europ Assistance The combination of the strengths of Premier’s OccupationalAustria, is offering a physiotherapy service. An initial Healthcare’s expertise and Europ Assistance’s 24/7 assistanceagreement has been signed with Mensura (preventionand protection in the workplace). network creates a powerful presence in a growing marketplace, 6,300 enabling employers to access customized services needed to air ambulance flying hours improve staff wellbeing, presence in the workplace, productivity and employer health compliance. To find out more about Health Care Services, visit Landmarks 2010-2011 25
    • Home& FamilyIn the field of home and family,Care Services are constantlyevolving. Whether in terms ofchildcare, extra schooling,domestic help, support withfinding or returning to work,administrative assistance orsecurity and peace of mind ineveryday life, Europ AssistanceCare Services are expanding all thetime to make life safer, simplerand easier for its customers.In this sector, Europ Assistance’sexcellent understanding of newrequirements, and the manypartnership options opento it—with insurance companies,employers, energy specialists,utility companies,telecommunications operators andlarge retailers—as well asinnovation in distribution methods,provide endless opportunities forour teams to create increasinglypersonalized, tailored CareServices. 26 Europ Assistance
    • onLinE dAtA pRotECtion: suRf tHE intERnEt witH pEACE of mind Europ Assistance USA is further enhancing its Premium Identity Theft Protection serviceEuRop AssistAnCE AustRiA with an additional offer, the Data Protectionlife insurance and funeral assistance Suite, which protects Internet users againstEurop Assistance has launched funeral assistance for the new password theft, keystroke capture andlife insurance cover from the Austrian group Bawag PSK misuse of confidential data online. UnlikeVersicherung, a leading player in bancassurance and postal antivirus and firewall software, which protectservices. the user’s computer, Data Protection SuiteThe cover, which includes funeral costs, organization, legal protects data against malicious software notadvice and psychological support, will be sold through the detected by conventional solutions. For moreclient’s network of more than 500 bank branches and post information on this new product,offices. visit dataprotection/index.htmlEuRop AssistAnCE bELgium“House Assist” for home ownersAt the beginning of 2011, Europ Assistance Belgium reached anagreement with the Syndicat National des Propriétaires(National Association of Homeowners), which defends the rights National Home Services (NHS), a rapidly expanding company in Canada. Europ Assistance will provide the customers of NHS 420,000of owners, co-owners and tenants in Belgium, to provide its with around-the-clock emergency assistance and access to its listed partners25,000 members with its House Assist cover (planning, network of approved service providers, every day of the year.surveillance, water damage, etc.). EuRop AssistAnCE poRtugAL 658,379EuRop AssistAnCE CAnAdA Home assistance in Portugal Home & Familymoves into home assistance in Ontario The Portuguese company has developed a new home interventionsThe Canadian company is launching a full programme of home assistance offer for Logo, a low-cost online insurance company,assistance services designed to help people facing the high with a full range of cover available in two versions: standardcosts and difficulties associated with the emergency repair of and VIP. It can also send out qualified home protection To find out more abouthome appliances and equipment. To meet these needs, Europ personnel or arrange storage facilities. Home & Family Care Services, visitAssistance Canada has approved and trained a network of www.europ-assistance.comqualified service technicians in Ontario to cover the full range of EuRop AssistAnCE soutH AfRiCAhome appliances and systems: heating, air conditioning, launches its first B2C offerplumbing, electricity, electrical appliances, etc. By simply Europ Assistance South Africa launches Kudough, an onlinecontacting the call centre, the customer can access the network service helping people to manage their personal loans. Scoredand obtain the necessary emergency repair services and the on a scale from A+ (the highest score) to F (for people inassociated costs will be covered. financial difficulty requiring professional help to regain stability), the customer is better able to understand their position andAgreement with NHS therefore to manage and reduce their debt and also improveEurop Assistance Canada (CMN) has reached a distribution their ability to negotiate with banks and other credit providers.agreement for its home services insurance products with Landmarks 2010-2011 27
    • Group Executive Committee Front row (right to left): Claude Tendil Chairman of the Supervisory Board Martin Vial CEO Odile Collignon Deputy Managing Director Resources Centre Second row (right to left): Patrick leroy Executive Vice-President Sales and international Health activities Region UK, Northern, Central and Eastern Europe, Middle East, Asia and Oceania Paolo Frapiccini Executive Vice-President Marketing and international Sales Region Italy, Germany, Switzerland, Austria Third row (right to left): Thierry Depois Executive Vice-President Reengineering, Operations and Information Systems Region France Benelux countries North America Manrico Iachia Executive Vice-President Innovation and Prospective Region Iberian Peninsula, South America and Africa.28 Europ Assistance
    • Strengthened governanceEurop Assistance’s ambition is to become the most innovative company in its sector by 2015, in everycountry where it is present. The Group’s roadmap aims to stimulate innovation, accelerate the developmentof new activities, make better use of new B2B2C, B2C and Internet distribution channels, and enhanceits human resources management and its support for subsidiaries in high-potential territories.The global management of the brand and its positioning is also a priority. The Executive Committeehas been constituted in order to respect this roadmap as closely as possible. Group Executive Committee Martin Vial Chief Executive Officer Odile Collignon Thierry Depois Paolo Frapiccini Manrico Iachia Patrick leroy Deputy Managing Director Executive Vice-President Executive Vice-President Executive Vice-President Executive Vice-President Resources Centre* Reengineering, Operations Marketing Innovation Sales and International and Information Systems* and International Sales* and Prospective* Health activities* Region France Region Italy, Germany, Region Iberian Peninsula, Region UK, Northern, Benelux countries Switzerland, Austria South America Central and Eastern Europe, North America and Africa Middle East, Asia and Oceania * Group transversal functions. Landmarks 2010-2011 29
    • Simplified Group structure at 31 December 2010 Groupe Generali 99,98 % Europ Assistance Holding Europ Assistance 56% Argentina Icare Group 100% Europ Assistance 100% Europ Assistance 53% Europ Assistance 50 % France Portugal Brazil Europ Assistance Océalis 65% Tchad Branch Europ Assistance 51% Europ Assistance 100% Europ Assistance Branch Europ Assistance 100% Chile Europ Assistance 100% IHS Services Greece Czech Republic Bahamas Europ Assistance 61% Europ Assistance 74% Europ Assistance 100% Europ Assistance 90% (EA Worldwide Services) Hungary United Kingdom Angola South Africa Europ Assistance Branch Europ Assistance 100% Europ Assistance 75% Europ Assistance 100% Romania Nigeria Germany India Europ Assistance 100% Europ Assistance 75% Europ Assistance Russia Austria Ireland Europ Assistance 100% Europ Assistance 100% Europ Assistance 61% (EA Worldwide Services) Belgium Italy Singapore CMN 100% Europ Assistance Branch Europ Assistance 75% Canada Luxembourg Switzerland Europ Assistance 100% Europ Assistance 100% Europ Assistance 49% Europ Assistance 100% China Oceania (Carthage Assistance) Libya Tunisia Europ Assistance 95% Europ Assistance 57% Spain Netherlands Europ Assistance 100% Europ Assistance 100% USA Poland CSA 100% GMMI 100%30 Europ Assistance
    • Europ Assistance Holding Board Group Executive Committee of Directors BOARD MEMBERS Martin Vial Chief Executive Officer Claude Tendil Chairman of the Supervisory Board Odile Collignon Deputy Managing Director Martin Vial Resources Centre Board member and Chief Executive Officer Thierry Depois Sergio Balbinot Executive Vice-President Board member Reengineering, Operations and Information Systems Region France, Benelux countries, GENERAlI Vie North America represented by Alessandro Dona Managing Director, Europ Assistance France Board member Paolo Frapiccini Michel Beauchesne Executive Vice-President Board member Marketing and International Sales Region Italy, Germany, Switzerland, Austria GENERAlI Iard Managing Director, Europ Assistance Italy represented by Eric le Gentil Board member Manrico Iachia Executive Vice-President GENERAlI France Innovation and Prospective represented by Valter Trevisani Region Iberian Peninsula, South America and Africa Board member Managing Director, Europ Assistance Portugal Patrick leroy Executive Vice-President Sales and International Health activities Region UK, Northern, Central and Eastern Europe, Middle East, Asia and Oceania Managing Director, Europ Assistance United Kingdom Landmarks 2010-2011 31
    • Social responsibility An essential lever for our strategy Europ Assistance was the first international player in the sector Ashoka: supporting social entrepreneurs to commit to a CSR (corporate social responsibility) strategy. Today, the Group’s development is inseparable from its social The development of new forms of enterprise which create project, and links directly to its history, its business lines and its innovative, lasting and reproducible solutions, is for Europ values. Our culture of shared service and our signature “You live Assistance one of the most effective levers to change the we care” reflect our duty to contribute to new forms of solidarity economic and social environment and create value at a local and progress, by placing people at the heart of economic and level. In 2010 we launched a partnership with the international social progress, with partners who share the same code of charity Ashoka, which supports 2,400 social entrepreneurs, conduct and the same values. in three countries: in Belgium with Gymsana, a business that specializes in providing physical activity for the elderly This is an essential element of our businesses, and is also a and the dependent, in South Africa, and more recently in Brazil. OUR RESPONSIBIlITy lever to improve our business efficiency, and a driver of innovation that allows us to demonstrate the vitality and reality In total, ten entrepreneurs will receive support from AS AN EMPlOyER: Europ Assistance over three years. of our values. Europ Assistance has based its CSR strategy on EA FAIR CONTRACT three strong principles: developing its activities in line with its MassiveGood: As a leader in Care Services, Europ values; encouraging innovation, health prevention and the loyalty of its employees and partners; and, deploying a global a real contribution to UNITAID Assistance has defined a consistent set of guidelines for managerial conduct, strategy to act locally, wherever the Group is based. Since the beginning of 2010, the Europ Assistance Group has which focuses on the individual, respect, been working with MassiveGood, a campaign launched by La solidarity, team spirit and adapting to Fondation du Millénaire to combat HIV/Aids, malaria, local conditions. tubercolosis and infant mortality in the poorest countries. Every The EA Fair Contract charter defines In May 2011, a think tank called time they buy flights, book hotel rooms or rent vehicles online, the principles and rules applied to its le Collectif, made up of ten customers of Europ Assistance help fund this programme run by managers and to the management of international business leaders, UNITAID, an organization administered by the World Health expertise in all the Group companies. published a book entitled Empreintes The EA Fair Contract charter covers Organization. This programme of giving is promoted at www. sociales (Social Imprints), to which the respect of diversity and non- and, where discrimination, integrity, clarity and Group CEO Martin Vial contributed a chapter about social entrepreneurship. individuals can make direct contributions. transparency, support and integration, Empreintes sociales brings together the personal and professional the visions, beliefs and good practices development of employees, recognition of those entrepreneurs who aim of expertise, performance, motivations to reconcile economic and social and aspirations, working conditions performance, and opens the debate and remuneration. on the need to include value creation in a long-term outlook.32 Europ Assistance
    • Many tangible local actions Greece: Europ Assistance Greece is taking part in the campaign organized by the Greek Insurance Association to raise awarenessEurop Assistance and its subsidiaries work around the world of the risks of drink-driving.on health, social and humanitarian projects, drawing on theirlocal knowledge and expertise and achieving tangible results. Europ Assistance IHS: Europ Assistance IHS (EA IHS) is now a special partner of AMREF, an African non-governmentalFrance: Europ Assistance supports the Second Chance organization. In addition, as part of the World Malaria Day,Foundation, a publicly recognized body, by inviting its EA IHS clinics and medical centers commemorated the dayemployees to sponsor individuals aged 18-60 who have and contributed to the cost of teaching materials and thesuffered major difficulties in life and who currently live in awareness-raising and prevention campaign among the localdifficult conditions, but show strong motivation to move population. At Chad’s Independence 50th anniversary gala event,forward. Our French subsidiary proposes that its employees the company was honoured by being awarded the Most Sociallybecome involved as sponsors in the professional, technical Responsible Company Trophy for its sense of social responsibilityand human aspects of this type of individual endeavour. in terms of the recruitment and training of local medicalBelgium: the employees of Europ Assistance Belgium support personnel and its respect for local regulations. EA IHS alsothe Dyadis charity ( by funding training for carries out medical training programmes for personnel inBlutch, an assistance dog for people with motor disabilities. Angola, South Africa, Congo and France.In addition, our subsidiary, in partnership with the RTBF, helps United Kingdom: Europ Assistance UK has formed aregulate the flow of traffic and the reduction of traffic jams in relationship with local hospice, St Peters & St James. This hasgreater Brussels through the services of a motorcyclist who resulted in fundraising activities such as dress down Fridays anddelivers real-time traffic news to Belgium’s main most recently the company has dedicated staff hours to helpFrench-language radio station. decorate the hospice conservatory and sand down gardenPoland: EKO Assistance is a new helpline created by Europ benches. This newly formed relationship is something EuropAssistance Poland to promote ecologically responsible Assistance UK looks forward to developing as they begin to helpbehaviors, by delivering round-the-clock information on stores raise awareness in the local area through social media.with ecological products and leisure centers with agrotourism USA: Europ Assistance CSA facilitates remote working for itscertification. It also provides, among others, information on employees who have moved home, encouraging loyalty amongrecycling points for electrical and computer equipment and staff while reducing their travel costs and the company’s carbonexpired medication. footprint. In 2010 Europ Assistance sponsored a fundraisingItaly: In 2010, Europ Assistance Italy wins the “Best green effort in aid of the people of Haiti affected by the project” award for its new green breakdown service While much of its assistance is centered around helping peoplein partnership with Cassa di Risparmio di Volterra which plants internationally, Europ Assistance USA also strives to contributetrees to offset emissions from towing trucks. Furthermore, to and assist its local community in the Washington, DC area.the Italian company is contributing to the maintenance of In December 2010, EA USA employees organized a charitablea 17 hectar park confiscated to mafia racquet with the project donation drive for a local homeless shelter for women“Il Bosco dei 100 passi”. and children and donated non-perishable food, books andPortugal: Europ Assistance is a partner of the Santarém centre winter clothing for 100 displaced children.for underprivileged children and young people. For the annualpilgrimage to Fatima, the company provides assistance to thepilgrims at strategic points along the route. These were, mannedby volunteers from the Order of Malta, supplying the necessarymedical and logistical equipment as well as an ambulance andtwo assistance vehicles. Landmarks 2010-2011 33
    • Europ Assistance Group7 boulevard Haussmann - 75309 Paris Cedex 09 - FranceTel.: +33 1 58 34 23 00 - Fax: + 33 1 58 34 23