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Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
Corporate Presentation 2011-2012 (English version)
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Corporate Presentation 2011-2012 (English version)

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  • 1. Europ Assistance Group I 2011-2012
  • 2. ContentEurop Assistance One business: assistanceGroup HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESSEUROP ASSISTANCE GROUP LINESHISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE SKILLS WITH HIGH ADDED-VALUEA POWERFUL, LONG-TERM SHAREHOLDER FOUR AREAS OF CARE SERVICEKEY FIGURES • TRAVEL • AUTOMOTIVEINTERNATIONAL STANDING • HEALTHORGANISATION BY REGION • HOME & FAMILYGOVERNANCE • SOME REFERENCES IN OUR FOUR ACTIVITIESStrategy A culture of responsibilityACCOMPANYING THE CARE REVOLUTIONCARE SERVICES CSR STRATEGY: "THE SOCIAL FOOTPRINT“A STRATEGIC AMBITION: INNOVATION CREATING A "POSITIVE SOCIAL FOOTPRINT“AN INNOVATIVE BRAND PLATFORM COMMON VALUESA WORLDWIDE SIGNATURE INITIATIVES FOR CHARITY LOCAL KNOW-HOW PRIORITIZED Europ Assistance Group I 2011-2012
  • 3. Europ Assistance Group Europ Assistance Group I 2011 - 2012
  • 4. Europ Assistance GroupEUROP ASSISTANCE GROUPHISTORY OF THE GROUP WHICH PIONEERED ASSISTANCEA POWERFUL, LONG-TERM SHAREHOLDERKEY FIGURESINTERNATIONAL STANDINGWORLDWIDE GEOGRAPHIC ORGANIZATIONGOVERNANCE Europ Assistance Group I 2011 - 2012
  • 5. Europ Assistance Group Strategy One business: assistance A culture of responsibility Europ Assistance GroupHaving invented assistance nearly 50 years ago, Europ Assistance is nowa 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 personalizedservices for people and their families, born of its planet-wide networks capacity to innovateand experiment, in order to provide the greatest number of people, in emergencycircumstances and in daily life, on an occasional or permanent basis, with presence andsupport which they require for their safety and peace of mind. The four areas of Care Services : - Travel - Health - Automotive - Home & Family Europ Assistance Group I 2011-2012 5
  • 6. Europ Assistance Group Strategy One business: assistance A culture of responsibility Europ Assistance GroupEurop 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. Europ Assistance Group I 2011-2012 6
  • 7. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance1963: 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. Europ Assistance Group I 2011-2012 7
  • 8. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance1964 - 1980: A meteoric rise 1964 Internationalization begins in Belgium 1967 A transatlantic offer Europ Assistance launches operations outside Europe and offers a USA- Canada-Mexico subscription 1971-1980 Europ Assistance extends its frontiers It 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) Europ Assistance Group I 2011-2012 8
  • 9. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance1981 – 1990 : Europ Assistance takes over the world 1981 The first generation of assistance in daily life Creation of an advice, information and assistance service to handle problems encountered in daily life 1983-1989 Europ Assistance extends its frontiers Europ Assistance opens up in Washington (1983) then South Africa (1984) and Tunisia (1989), and opens an office and call centre in Beijing (1989) Europ Assistance Group I 2011-2012 9
  • 10. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance1991 – 2003 : Europ Assistance takes over the world 1991 Europ Assistance launches its home assistance activity Europ Assistance opens up in Ireland 1992-1997 then in Greece (1992), Portugal (1993), Austria and Brazil (1995), Poland (1996), Singapore, Argentina, Hungary and Switzerland (1997) 1998 Worldwide leadership Europ Assistance Holding is created, and Europ Assistance opens up in Israel 115 million customers are covered by Europ Assistance worldwide, and 3.75 million claims are managed in the course of the year. 2001 Europ Assistance opens up in Russia 2002 The Generali Group becomes 100% shareholder of Europ Assistance Group 2003 Europ Assistance celebrates its 40th birthday With 7 new subsidiaries (4 Scandinavian countries, Algeria, Libya and Japan), the Group now has 32 companies across the world Europ Assistance Group I 2011-2012 10
  • 11. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance2004 – 2010 : the Columbus era 2004 Launch of Columbus plan, a global strategic plan mainly based on two new activities: health and services for the home and family Entry on the mechanical warranty market, with the acquisition Icare in France 2005 Creation of new companies in Chile and China 2006 Acquisition of The Canadian Medical Network, a Canadian company 2007 Digital expansion: launch of Plug & Sell, the Groups worldwide e-business platform Takeover of Coris in Spain Creation of IHS Services, a company offering health solutions for remote sites and travel for medical treatment Publication of "la Care Revolution" (M.Vial) Europ Assistance opens up in India Expansion of the Group in the USA through the acquisition of CSA Travel Protection 2008 (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 Europ Assistance Group I 2011-2012 11
  • 12. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance2004 – 2010 : the Columbus era 2009 Creation of a joint-venture with the Bradesco Group in Brazil 2010 Europ Assistance becomes main shareholder in Ocealis, a French company specializing in telephone assistance Opening of a new subsidiary in Turkey Europ Assistance Group adopts a worldwide signature: "you live we care.” Launch of the Group road map for 2011–2015 Europ Assistance Group I 2011-2012 12
  • 13. Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance2011-2015 : to become the most innovative Groupin the Care Services sector 2011 New Group corporate website launch 2012 Europ Assistance group launches a new international program dedicated to innovation 2013 Europ Assistance group celebrates its 50th birthday Europ Assistance Group I 2011-2012 13
  • 14. Europ Assistance Group Strategy One business: assistance A culture of responsibility A powerful, long-term shareholder 100 % Europ Assistance Group I 2011-2012 14
  • 15. Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures 8,000 4,900 423,000 Employees Assistance Listed service providers representatives 400 39 300 Healthcare Customer Million customers covered professionals assistance centres by Europ Assistance, either directly or via its partners 80 208Companies and Countries covered by branches in the Group’s correspondents37 countries Europ Assistance Group I 2011-2012 15
  • 16. Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures 136 11, 8 3,1 Countries in which the Million interventions Million motorists provided Group intervened each year with breakdown assistance 1 58,2 34,500Assistance intervention Million telephone calls Commercial flight tickets every two seconds handled each year bought to repatriate around the world Group customers 2 6,250 Phone calls handled Air ambulance flyingevery second worldwide hours to repatriate Group customers Europ Assistance Group I 2011-2012 16
  • 17. Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figuresConsolidated revenues Operating income(in € million) (in € million) Europ Assistance Group I 2011-2012 17
  • 18. Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures Europ Assistance Group I 2011-2012 18
  • 19. Europ Assistance Group Strategy One business: assistance A culture of responsibility International standing Europ Assistance Group I 2011-2012 19
  • 20. Europ Assistance Group Strategy One business: assistance A culture of responsibility Worldwide geographic organization REGION 1 Italy, Germany, Switzerland, Austria, Central and Eastern Europe REGION 3 Spain and Portugal, Asia, South America and Africa REGION 2 France, Benelux, North America Europ Assistance Group I 2011-2012 20
  • 21. Europ Assistance Group Strategy One business: assistance A culture of responsibility Governance Europ Assistance Group I 2011-2012 21
  • 22. Europ Assistance Group Strategy One business: assistance A culture of responsibility Governance Europ Assistance Group I 2011-2012 22
  • 23. Strategy Europ Assistance Group I 2011-2012
  • 24. StrategyGLOBAL TRENDS: THE CARE REVOLUTIONA STRONG CONCEPT: CARE SERVICESOUR AMBITION: TO BECOME THE MOST INNOVATIVE GROUP IN THE CARE SERVICESSECTOR BY 2015A BRAND PLATFORM TURNED ROUND TO THE FUTUREA WORLDWIDE SIGNATURE Europ Assistance Group I 2011-2012
  • 25. Europ Assistance Group Strategy One business: assistance A culture of responsibility Global trends: the Care RevolutionGlobalization, increased leisure time, an explosion in demand forhealthcare, rising life expectancy and mobility, increasing urbanization…Under the impulse of these social and cultural trends, personal services are boomingthroughout the world. There is a burgeoning demand for information, accident-prevention,protection and support services. The Care Revolution is underway, and Europ Assistance is driving it forward by developing tangible responses: Care Services. Europ Assistance Group I 2011-2012 25
  • 26. Europ Assistance Group Strategy One business: assistance A culture of responsibility A strong concept: Care ServicesArising from Europ Assistance’s vision,observation of changing living conditionsaround the world and innovation capacities,Care Services continuously push theenvelope to meet our customers’ needs forsafety, peace of mind and serenity. Weprovide personalised assistance andsupport, in daily life and in exceptionalsituations, for all of life’s circumstances. Europ Assistance Group I 2011-2012 26
  • 27. 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 2015Innovation 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), butalso new approaches, by integrating new technologies in order to offer dailysupport to as many people as possible, using an economic model that createsvalue. Europ Assistance Group I 2011-2012 27
  • 28. 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 2015Technology associated with humanityIn line with its pioneering mindset, Europ Assistance has set a challenge througCare Services: mobilizing all the potential of the new technologies on behalf ofan acute sense of humanity. It is thanks to this association of technologicalinnovation and human values that we can now offer you increasingly effective,responsive and personalized assistance services. Europ Assistance Group I 2011-2012 28
  • 29. Europ Assistance Group Strategy One business: assistance A culture of responsibility A brand platform turned round to the future A visionIn a global environment, marked by profound changes in both society andtechnology, improving peoples life quality and well-being means having accessto local, human, personalized services. A missionEurop Assistance undertakes to be with its customers at all times, offeringpersonalized prevention and assistance in Health, Home & Family, and in Mobilityall over the world. An ambitionTo build the most innovative brand in the Care Services sector by 2015. Europ Assistance Group I 2011-2012 29
  • 30. Europ Assistance Group Strategy One business: assistance A culture of responsibility A worldwide signature A signature : you live we care which highlights the brand in a  which states the worldwide dimension unique way among its 300 both of the Group and the Europ million customers and 423,000 Assistance brand in English only*, in all listed service providers. subsidiaries and on all five continents. * Except legal requirements Europ Assistance Group I 2011-2012 30
  • 31. One business: assistance Europ Assistance Group I 2011-2012
  • 32. One business: assistanceHUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICESA NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS LINESSKILLS WITH HIGH ADDED-VALUEFOUR AREAS OF CARE SERVICES: • TRAVEL • AUTOMOTIVE • HEALTH • HOME & FAMILY Europ Assistance Group I 2011-2012
  • 33. Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care ServicesOur commitmentPersonalized support … … at any time, for everybody.Daily support for a calmer, more Through its 4 business lines (Automotive, flexible personal, family and Travel, Health, and Home & Family), professional life? Care Services Europ Assistance commits alongside have made this dream a reality. you at every moment of your daily life. With Europ Assistance, the On attentive human support draws on your travels, on the road and at home, the amazing potential of the new Care Services make life easier, safer technologies. To offer you the and more human. Efficiently fastest and most effective solutions for every situation. Europ Assistance Group I 2011-2012 33
  • 34. Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care ServicesOur commitment Throughout Thanks to our international network, we guarantee you local, human the world ... service wherever you are, 24 hours a day, 7 days a week. By integrating new technologies, remaining attentive to the way your needs In an innovative evolve and developing the right tools to support you on a daily basis, Europ way ... Assistance is inventing the personalized assistance services of the future. Corporate Social Responsibility is fundamental to our vision. We behave responsibly with both our employees and our customers. We create more Responsible … and more partnerships and local initiatives in order to defend our values, and to promote exchanges and solidarity. Care Services incarnate a made-to-measure culture. Better than anyone else, Personalized … we know your needs and are capable of developing products and services to satisfy you. Europ Assistance Group I 2011-2012 34
  • 35. Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care ServicesWe are putting all of Europ Assistance behind our Care Services. Our 8,000employees abilities to observe, listen, organize and innovate are mobilized in order tobring 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 Europ Assistance Group I 2011-2012 35
  • 36. Europ Assistance Group Strategy One business: assistance A culture of responsibility A network steered, controlled and managed in our four business lines 423,000 listed partners• Approved and listed for their speed ofreaction and the quality of their service• Present throughout the world• Capable of responding like trueprofessionals to any situation• Subjected to quality control: field visits,supplier visits, monitoring procedures … Europ Assistance Group I 2011-2012 36
  • 37. Europ Assistance Group Strategy One business: assistance A culture of responsibility A network steered, controlled and managed in our four business lines Travel Automotive• Paramedics • Breakdown service• Private airlines providers• Opticians • Tow-away service• Dentists providers• Doctors • Car rental companies• Hospitals • Chauffeurs, taxis • Hotels • MechanicsHealth Home & Family•Hospitals and clinics • Electricians, plumbers,• Paramedics glaziers• Specialists in assisting the elderly • Employment supportand dependent agencies• Healthcare professionals: GPs, • Building professionalsspecialists, nurses, • Childcare agenciesphysiotherapists, etc. • Specialists in family services• Medical care professionals Europ Assistance Group I 2011-2012 37
  • 38. Europ Assistance Group Strategy One business: assistance A culture of responsibility Skills with high added-valueThe assistance representatives listen, welcome, analyzeCoordination Information• Implementation of the • Real-time Information forappropriate means to come to customers and their close onesthe customers aid, via networks • Ensuring the success of theand teams of experts operation alongside teams on the ground and customers Europ Assistance Group I 2011-2012 38
  • 39. Europ Assistance Group Strategy One business: assistance A culture of responsibility Skills with high added-value The assistance representativesTeams of IN-HOUSE experts NATIONAL and• 400 medical professionals (medical INTERNATIONAL networkscoordinators, emergency specialists, • 423,000 service providers worldwidenurses • Medical providers• Ticketing service specialized in • Technical providerschartering air ambulances • International network of correspondents:• Legal and tax experts a local interface• Experts in automobiles, warranty • Other Group companies: a system ofextensions and maintenance mutual assistance Europ Assistance Group I 2011-2012 39
  • 40. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: TravelA revolution in travelLow-cost airlines, last-minute offers, all-inclusive customized packages, the rise ofshort stays and weekends "away from it all",online booking … its never been easier totravel round the world. In the face of thisincreased mobility, we all need support andreassurance.That is why Europ Assistance has createdassistance and insurance services whichare perfectly adapted to our new ways oftravelling. Europ Assistance Group I 2011-2012 40
  • 41. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: TravelPersonalized offersBeyond its historical know-how in repatriation for medical reasons, Europ Assistanceoffers its customers information and advice, health risk indicators by country, labels andbadges 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 overyou and your family, in order to reconcile mobility and peace of mind. Europ Assistance Group I 2011-2012 41
  • 42. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: TravelInnovative services 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 Donts is a "must" mobile application to help you get immersed in other cultures and not commit a faux-pas during your trip abroad Europ Assistance Group I 2011-2012 42
  • 43. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Travel Europ Assistance Group I 2011-2012 43
  • 44. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: AutomotiveA transformation in thedriver-vehicle relationship …The way people use and relate to theirvehicle is changing. We are currentlywitnessing a boom for vehicles whichconsume less and pollute less, and thecar is now increasingly considered tobe a service. Drivers expect theirvehicle brand to promote customerloyalty, and to offer them packagedassistance offers. Europ Assistance Group I 2011-2012 44
  • 45. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: Automotive… which implies a change in servicesAt Europ Assistance, we believe that automobileassistance should take charge not only of thevehicle, but above all of its driver and passengers.With Care Services, we keep an eye on you andyour car while you are on the road, and caninstantly mobilize a top-quality network at yourservice to ensure your safety and well-being inany situation. Europ Assistance Group I 2011-2012 45
  • 46. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: Automotive"Must" tools 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). 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… Europ Assistance Group I 2011-2012 46
  • 47. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Automotive Europ Assistance Group I 2011-2012 47
  • 48. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Automotive Europ Assistance Group I 2011-2012 48
  • 49. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: HealthHealth support:a growing needToday more than ever, people arelooking for support in matters ofhealthcare. Online access to medicalinformation, increasing demandsregarding quality of healthcare, moreand more specialists… we want to besure of our sanitary andpsychological well-being throughoutour lives. Its a particularly crucialchallenge in a world where lifeexpectancy is continuing to increase. Europ Assistance Group I 2011-2012 49
  • 50. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: HealthWith Care Services, Europ Assistance meets the challenges of healthcare anddependence, with personalized solutions for medical care, monitoring orteleassistance.Solutions with high added-valueBy making assistance services possible on both one-off and long-term bases,Europ Assistance is revolutionizing the Care world. Thanks to technological innovationassociated with a strong human presence, we take daily care of your health and the health ofyour loved ones. Europ Assistance Group I 2011-2012 50
  • 51. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: HealthPersonalized innovative services 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. Europ Assistance Group I 2011-2012 51
  • 52. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Health Europ Assistance Group I 2011-2012 52
  • 53. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Health Europ Assistance Group I 2011-2012 53
  • 54. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: Home & FamilyEurop Assistance invents thehome services of the futureSociety is changing. In an increasinglymobile urban world, where you have tojuggle between work, transport andfamily life, ultra-responsive supportservices have become indispensable.That is why Europ Assistance hasinvented the home services of the future.Personalized assistance and preventionservices to ensure your peace of mindon a daily basis, and let you devote yourspare time to your loved ones and yourleisure activities. Europ Assistance Group I 2011-2012 54
  • 55. Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Services: Home & FamilySupport on a daily basisBabysitting, additional schooling, lost key insurance,support to elderly and dependent people to help themremain at home, boiler and large domestic appliancerepairs, legal assistance … Through these local,personalized, innovative support services, we keep watchover your family and your home, to make your daily lifeeasier and less wearing Europ Assistance Group I 2011-2012 55
  • 56. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Home & Family Europ Assistance Group I 2011-2012 56
  • 57. Europ Assistance Group Strategy One business: assistance A culture of responsibility Some references: Home & Family Europ Assistance Group I 2011-2012 57
  • 58. A culture of responsibility Europ Assistance Group I 2011-2012
  • 59. A culture of responsibilityCSR STRATEGY: "THE SOCIAL FOOTPRINT"CREATING A "POSITIVE SOCIAL FOOTPRINT"COMMON VALUESINITIATIVES FOR CHARITYLOCAL KNOW-HOW PRIORITIZED Europ Assistance Group I 2011-2012
  • 60. Europ Assistance Group Strategy One business: assistance A culture of responsibility CSR strategy: "the social footprint"Corporate Social Responsibility (CSR) is an essential lever for ourdevelopment strategy.In line with its pioneering spirit, Europ Assistance was the first international player inthe sector to commit to a CSR strategy. Today, the Group’s development isinseparable from its social project, and links directly to its history, its areas ofbusiness and its values.Europ Assistance has chosen to develop the “social footprint” label, which nowencompasses all Group initiatives in this area, in order to affirm Europ Assistances statusas a responsible company on both social and civic levels, and to promote its globalcommitments and local initiatives in the field of CSR. Europ Assistance Group I 2011-2012 60
  • 61. Europ Assistance Group Strategy One business: assistance A culture of responsibility Creating a "positive social footprint"What is the companys "positive social footprint"?It is based on a conviction: companies today can no longer view their growth andperformance criteria in the short term: they must consider them in a long-termperspective. 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 companys internal and externalecosystem as a whole.Just like the carbon footprint, it is also a companys responsibility to be capable ofmeasuring the social and civic impact of its activities on the ecosystem in the long termand in its entirety, on a regional, national or worldwide scale. Europ Assistance Group I 2011-2012 61
  • 62. Europ Assistance Group Strategy One business: assistance A culture of responsibility 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. Europ Assistance Group I 2011-2012 62
  • 63. Europ Assistance Group Strategy One business: assistance A culture of responsibility Creating a "positive social footprint"Europ Assistance Group and Ashoka:In 2010 Europ Assistance made a commitment alongside Ashoka to back socialentrepreneurship throughout the world.Through this strategic partnership with the biggest association in its field, Europ AssistanceGroup, which has made social entrepreneurship its major commitment in terms of social andcivic responsibility, intends to contribute directly to the structuring and developing of thesocial entrepreneurship model worldwide, as it considers it to be a fundamental lever forbringing tangible responses to the challenges of contemporary society. Europ Assistance Group I 2011-2012 63
  • 64. Europ Assistance Group Strategy One business: assistance A culture of responsibility Common values"Being Care" means defending your values every day on behalfof your customers well-being.The Care ethic: care, kindness, professionalism.If Europ Assistance successfully supports you in a spirit of trust, both in everydaylife and in exceptional circumstances, it is because each employee sharescommon human values: pioneering mindset, integrity, creation of value, performance as a team, commitment to customers. Europ Assistance Group I 2011-2012 64
  • 65. Europ Assistance Group Strategy One business: assistance A culture of responsibility Initiatives for charityLocal initiatives 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 Groups IHS (International Health Solutions) Division has signed a partnership with AMREF, anassociation which is well-known for its "Flying doctor" air ambulance service which acts on behalf of healthdevelopment 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 majordifficulties 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 (EuropAssistance Portugal). Europ Assistance Group I 2011-2012 65
  • 66. Europ Assistance Group Strategy One business: assistance A culture of responsibility Local know-how prioritizedMatching 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. Europ Assistance Group I 2011-2012 66
  • 67. Europ Assistance Group I 2011-2012 67

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