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Discover Europ Assistance Group and Care Services, a new generation of personal assistance services.

Discover Europ Assistance Group and Care Services, a new generation of personal assistance services.

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Europ Assistance and Care Services Europ Assistance and Care Services Presentation Transcript

  • TitleDiscoverEurop Assistanceof presentationDate
  • ContentsEurop Assistance Group One business: assistance HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICESEUROP ASSISTANCE GROUPHISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOURA POWERFUL, LONG-TERM SHAREHOLDER BUSINESS LINESKEY FIGURES SKILLS WITH HIGH ADDED-VALUEINTERNATIONAL STANDING FOUR ACTIVITIES IN THE WORLD OF CARE SERVICES •  TRAVELORGANISATION BY REGION •  AUTOMOTIVEGOVERNANCE •  HEALTH •  HOME & FAMILYStrategy A culture of responsibilityACCOMPANYING THE CARE REVOLUTION CSR STRATEGY: "THE SOCIAL FOOTPRINT“CARE SERVICES CREATING A "POSITIVE SOCIAL FOOTPRINT“A STRATEGIC AMBITION: INNOVATION COMMON VALUESAN INNOVATIVE BRAND PLATFORM INITIATIVES FOR CHARITYA WORLDWIDE SIGNATURE LOCAL KNOW-HOW PRIORITIZED Europ Assistance Group I 2011 Overview 2
  • Europ Assistance Group Europ Assistance Group I 2011 Overview
  • Europ Assistance GroupEUROP ASSISTANCE GROUPHISTORY OF THE GROUP WHICH PIONEERED ASSISTANCEA POWERFUL, LONG-TERM SHAREHOLDERKEY FIGURESINTERNATIONAL STANDINGORGANIZATION BY REGIONGOVERNANCE Europ Assistance Group I 2011 Overview
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Europ Assistance Group  Having 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 Service-  Travel - Health-  Automotive - Home & Family Europ Assistance Group I 2011 Overview 5
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Europ Assistance Group  Europ Assistance keeps watch over 300 million people across the world.  With its 7,000 employees, 80 companies and branches in 38 countries and a network of 420,000 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 Overview 6
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility 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 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 Overview 7
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance  1964 - 1980: A meteoric rise •  1964 Internationalisation 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 Overview 8
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance  1981 - 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 Overview 9
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance  1991 - 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 Overview 10
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance  2004 - 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 Overview 11
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility History of the Group which pioneered assistance  2004 - 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 Overview 12
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility A powerful, long-term shareholder Generali Group 100% Europ Assistance Group I 2011 Overview 13
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures  Key data •  7,000 employees •  4,300 assistance representatives •  400 healthcare professionals •  80 companies and branches in 38 countries •  208 countries covered by the Group’s correspondents •  40 customer assistance centres •  420,000 listed service providers •  300 million customers covered by Europ Assistance, either directly or via its partners Europ Assistance Group I 2011 Overview 14
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures  Key data •  58.2 million telephone calls handled •  11.8 million interventions •  3.1 million motorists provided with breakdown assistance •  6,300 air ambulance flying hours to repatriate Group customers •  35,000 commercial flight tickets bought to repatriate Group customers •  148 countries in which the Group intervened •  2 phone calls handled every second worldwide •  1 assistance intervention every two seconds around the world Europ Assistance Group I 2011 Overview 15
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures  Consolidated revenues   Operating income (in € million) (in € million) Europ Assistance Group I 2011 Overview 16
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Key figures  Revenues by business line (as %) Europ Assistance Group I 2011 Overview 17
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility International standing Europ Assistance Group I 2011 Overview 18
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Organization by regionREGION 1 REGION 3Italy, Germany, UK, Northern Europe, Central andSwitzerland, Austria Eastern Europe, Middle East, Asia and OceaniaREGION 2France, Benelux, REGION 4North America Spain and Portugal, South America and Africa Europ Assistance Group I 2011 Overview 19
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Governance Europ Assistance Group I 2011 Overview 20
  • Strategy Europ Assistance Group I 2011 Overview
  • StrategyACCOMPANYING THE CARE REVOLUTIONCARE SERVICESA STRATEGIC AMBITION: INNOVATIONAN INNOVATIVE BRAND PLATFORMA WORLDWIDE SIGNATURE Europ Assistance Group I 2011 Overview
  • Accompanying 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. The Care Revolution is underway, and Europ Assistance is driving it forward by developing tangible responses: Care Services. Europ Assistance Group I 2011 Overview 23
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Care Services  As the inventor of assistance and of the Care Service concept, we can legitimately give our own definition: Care Services is a a new generation of personalized assistance services to support consumers in every situation, on an occasional or permanent basis, in exceptional circumstances or in daily life. Europ Assistance Group I 2011 Overview 24
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility A strategic ambition: innovation  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. Europ Assistance Group I 2011 Overview 25
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility A strategic ambition: innovation  Technology associated with humanity In line with its pioneering mindset, Europ Assistance has set a challenge through 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 I 2011 Overview 26
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility An innovative brand platform  A visionIn a global environment, marked by profound changes in both society and technology,improving peoples life quality and well-being means having access to local, human,personalized services  A missionEurop Assistance undertakes to be with its customers at all times, offering personalizedprevention and assistance in Health, Home & Family, and in Mobility all over the world.  An ambitionTo build the most innovative brand in the Care Services sector by 2015. Europ Assistance Group I 2011 Overview 27
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility A worldwide signature  A signature: you live we care •  which states the worldwide dimension both of the Group and the Europ Assistance brand in English only** (exept legal contraints), in all subsidiaries and on all five continents. •  which highlights the brand in a unique way among its 300 million customers and 420,000 listed service providers. Europ Assistance Group I 2011 Overview 28
  • One business: assistance Europ Assistance Group I 2011 Overview
  • One business: assistanceHUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICESA NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR LINES OFBUSINESSSKILLS WITH HIGH ADDED-VALUEFOUR ACTIVITIES IN THE WORLD OF CARE SERVICES :•  TRAVEL•  AUTOMOTIVE•  HEALTH•  HOME & FAMILY Europ Assistance Group I 2011 Overview
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care Services  Our commitmentPersonalized 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.… 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 Overview 31
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care Services  Our commitment Thanks to our international network, we guarantee you local, humanThroughout 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 evolve and developing the right tools to support you on a In an innovative way ... daily basis, Europ 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. WeResponsible … create more 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 thanPersonalized … anyone else, we know your needs and are capable of developing products and services to satisfy you. Europ Assistance Group I 2011 Overview 32
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Humanity and new technologies at the heart of Care Services  We are putting all of Europ Assistance behind our Care Services. Our 7,000 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 Europ Assistance Group I 2011 Overview 33
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility A network steered, controlled and managed in our four business lines  420,000 listed partners•  Approved and listed for their speed of reactionand the quality of their service•  Present throughout the world•  Capable of responding like true professionalsto any situation•  Subjected to quality control: field visits,supplier visits, monitoring procedures … Europ Assistance Group I 2011 Overview 34
  • Europ Assistance Group Strategy One business: assistance A culture of responsibilityA network steered, controlled andmanaged in our four business lines   Travel   Automotive •  Paramedics •  Breakdown service providers •  Private airlines •  Tow-away service providers •  Opticians •  Car rental companies •  Dentists •  Chauffeurs, taxis •  Doctors •  Hotels •  Hospitals •  Mechanics   Health   Home & Family •  Hospitals and clinics •  Electricians, •  Paramedics plumbers, glaziers •  Specialists in •  Employment support assisting the elderly agencies and dependent •  Building professionals •  Healthcare •  Childcare agencies professionals: GPs, •  Specialists in family specialists, nurses, services physiotherapists, etc. •  Medical care professionals Europ Assistance Group I 2011 Overview 35
  • 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 Overview 36
  • 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 INTERNATIONAL networks•  400 medical professionals (medicalcoordinators, emergency specialists, nurses •  420,000 service providers worldwide•  Ticketing service specialized in chartering •  Medical providersair ambulances •  Technical providers•  Legal and tax experts •  International network of correspondents:•  Experts in automobiles, warranty a local interfaceextensions and maintenance •  Other Group companies: a system of mutual assistance Europ Assistance Group I 2011 Overview 37
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Travel  A revolution in travel Low-cost airlines, last-minute offers, all-inclusive customized packages, the rise of shortstays and weekends "away from it all", online booking … its never been easier to travelround the world. In the face of this increased mobility, we all need support andreassurance.That is why Europ Assistance has created assistance and insurance serviceswhich are perfectly adapted to our new ways of travelling. Europ Assistance Group I 2011 Overview 38
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Travel  Personalized 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 Overview 39
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Travel  Innovative 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 Overview 40
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Travel  Tailormade offers for the tourist industry •  With the Alitalia airline, "all-inclusive“ travel insurance coverage which you can take out on the airlines website •  For the hotelsclick.com hotel booking site, an online travel insurance solution integrated into the booking process Europ Assistance Group I 2011 Overview 41
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Travel  Europ Assistance Belgium: "NoGo“, covering all eventualities. Already acclaimed twice over in its previous version as the "best annual travel cancellation insurance" by the "Decavi Insurance Trophy“, Europ Assistance Belgiums NoGo travel cancellation insurance has got even better. The new April 2011 version offers broader guarantees for travel cancellation, alteration or compensation. Unforeseen events covered include health problems, redundancy, requisition by the employer, a new employment contract, damage in the home, as well as exceptional circumstances such as divorce, visa refusal, etc.  Europ Assistance Austria: theft insurance... and cover for related costs. In early 2011, in partnership with the Europäische network of travel agencies Reiseversicherung, Europ Assistance Austria lance Absence-Assistant", the first travel insurance policy to pay travellers back for additional expenses relating their house being burgled in absence. Europ Assistance Group I 2011 Overview 42
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Automotive  A transformation in the driver-vehicle relationship …The way people use and relate to their vehicle is changing. We are currently witnessing aboom for vehicles which consume less and pollute less, and the car is now increasinglyconsidered to be a service. Drivers expect their vehicle brand to promote customer loyalty,and to offer them packaged assistance offers. Europ Assistance Group I 2011 Overview 43
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Automotive… which implies a change in servicesAt Europ Assistance, we believe that automobile assistance should take charge notonly 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 safetyand well-being in any situation. Europ Assistance Group I 2011 Overview 44
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: 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 Overview 45
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Automotive  Europ Assistance Greece: roadside assistance under the Europ Assistance name In January 2011, Europ Assistance Greece decided to develop its own roadsideassistance fleet under the Europ Assistance brand name, to offer roadside assistanceservices that closely reflect the local environment.  Europ Assistance Italy: clear roadside assistance via smartphone and iPhone. RoadSide Assistant is Europ Assistance Italys new application for smartphones andiPhones. It is intended for requests for immediate assistance without going through anoperator, and it provides real-time information on waiting times.  Europ Assistance France: launch of the i-dep mobile.Having had access since 2007 to the i-dep’ extranet, which automates every stage in themanagement of motorists whose car has broken down, breakdown service providers in theEurop Assistance France network can now use the mobile version of this high-performanceplatform. It can be used to send specific job information to the mechanic out on call, whileEurop Assistance can use it to monitor the different stages of the intervention. Additionaladvantage: once the job is accepted by the breakdown service, the application works evenwhen the GSM network is not available. Europ Assistance Group I 2011 Overview 46
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Health  Health support: a growing need Today more than ever, people are looking for support in matters of healthcare. Onlineaccess to medical information, increasing demands regarding quality of healthcare, moreand more specialists… we want to be sure of our sanitary and psychological well-beingthroughout our lives. Its a particularly crucial challenge in a world where life expectancy iscontinuing to increase. Europ Assistance Group I 2011 Overview 47
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: HealthWith Care Services, Europ Assistance meets the challenges of healthcare and dependence,with personalized solutions for medical care, monitoring or teleassistance.  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 Overview 48
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Health  Personalized innovative services E-health Platform: an on-line solution dedicated to players in the health sector, to improve and simplify relations between patients and doctors (making appointments, managing medical files, prescriptions, …) 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. Europ Assistance Group I 2011 Overview 49
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Health  Personalized innovative services Europ Assistance Portugal launches, in partnership with Portugal Telecom, a new medical assistance offer called Téléassistance: a telephone installed in the customers home provides a direct connection to the Europ Assistance call centre, 24 hours a day. By simply pressing the SOS button, the customer can obtain rapid assistance in case of emergency. Europ Assistance Belgium now offers a full Care Services package to people who have become dependent following a sudden illness or accident resulting in a state of dependency: delivery of hot meals, medication, essential household products, domestic help, transport for children, pet care, and adapting the home for medical purposes. The company, backed by Europ Assistance Austria, also offers a physiotherapy service. An initial agreement has been signed with Mensura (prevention and protection in the workplace). Europ Assistance Group I 2011 Overview 50
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Home & Family  Europ Assistance invents the home services of the futureSociety is changing. In an increasingly mobile urban world, where you have to jugglebetween work, transport and family life, ultra-responsive support services have becomeindispensable. 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 dailybasis, and let you devote your spare time to your loved ones and your leisure activities. Europ Assistance Group I 2011 Overview 51
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Home & Family  Support on a daily basisBabysitting, additional schooling, lost key insurance, support to elderly and dependentpeople to help them remain at home, boiler and large domestic appliance repairs, legalassistance … Through these local, personalized, innovative support services, we keepwatch over your family and your home, to make your daily life easier and less wearing Europ Assistance Group I 2011 Overview 52
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Home & Family  Personalized innovative services close at hand Europ Assistance Belgium: "House Assist" for home owners. At the beginning of 2011, Europ Assistance Belgium signed an agreement with the Syndicat National des Propriétaires (National Association of Homeowners), defending the rights of owners, co-owners and tenants in Belgium, to provide its 25,000 members with its House Assist cover (repair services, surveillance, water damage, etc.). Europ Assistance Canada: launch of home assistance in Ontario. The Canadian company is launching a full programme of home assistance services designed to help people facing the high costs and difficulties associated with the emergency repair of home appliances and equipment. To meet these needs, EA Canada has approved and trained a network of qualified engineers to cover the full range of appliances. Europ Assistance Group I 2011 Overview 53
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Four areas of Care Service: Home & FamilyIdentity protection in the USA withIDBeMe: Every year 10 million Americans are victimsof identity theft: appropriated bank card numbers, socialsecurity numbers, driving licenses or passports, andpirated email addresses are the most commoncomplaints filed in the USA. Europ Assistance Group I 2011 Overview 54
  • A culture of responsibility Europ Assistance Group I 2011 Overview
  • 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 Overview
  • 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 internationalplayer in the sector to commit to a CSR strategy. Today, the Group’sdevelopment is inseparable from its social project, and links directly to itshistory, its areas of business and its values.Europ Assistance has chosen to develop the “social footprint” label,which now encompasses all Group initiatives in this area, in order to affirm EuropAssistances status as a responsible company on both social and civic levels, andto promote its global commitments and local initiatives in the field of CSR. Europ Assistance Group I 2011 Overview 57
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Creating a "positive social footprint"What is the companys "positive socialfootprint"?•  It is based on a conviction: companies today can no longerview their growth and performance criteria in the short term:they must consider them in a long-term perspective. And theycan no longer ignore the impact which their activity has onsociety: they must take ownership of any negative externalimpact which they may generate. Sustainable profit is onlypossible if it creates for the companys internal and externalecosystem as a whole.•  Just like the carbon footprint, it is also a companysresponsibility to be capable of measuring the social and civicimpact of its activities on the ecosystem in the long term andin its entirety, on a regional, national or worldwide scale. Europ Assistance Group I 2011 Overview 58
  • 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 Overview 59
  • 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 the socialentrepreneurship model worldwide, as it considers it to be a fundamental lever for bringingtangible responses to the challenges of contemporary society. Europ Assistance Group I 2011 Overview 60
  • 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 ineveryday life and in exceptional circumstances, it is because eachemployee shares common human values:-  pioneer spirit,-  integrity,-  value creation,-  team performance,-  commitment to clients. Europ Assistance Group I 2011 Overview 61
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Initiatives for charity  Travelling for charity with Massive Good •  Alongside MassiveGood, launched by the Millennium Foundation, a health promotion programme for emerging countries. •  Fundraising via a contribution de 2€, $, or £ taken from online purchases of plane tickets, hotel rooms or car rentals. •  The funds raised go to UNITAID, to help combat AIDS, malaria and tuberculosis. The programme is relayed on www.europassistance.com and www.netglobers.com Europ Assistance Group I 2011 Overview 62
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility Initiatives for charity  Local 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, an association which is well-known for its "Flying doctor" air ambulance service which acts on behalf of health development in Africa. - Europ Assistance France provides support to the Second Chance Foundation, to sponsor individuals aged 18-60 who have suffered major difficulties in life but show strong motivation to move forward. - In 2010, Europ Assistance Italy has won the “Best green marketing project” award for its new green breakdown service in partnership with Cassa di Risparmio di Volterra which plants trees to offset emissions from towing trucks. - Europ Assistance Portugal is a partner of the Santarém centre for underprivileged children and young people. -  Europ Assistance CSA facilitates remote working for its employees who have moved home, encouraging loyalty among staff while reducing their travel costs and the companys carbon footprint. Europ Assistance Group I 2011 Overview 63 - 
  • Europ Assistance Group Strategy One business: assistance A culture of responsibility 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. Europ Assistance Group I 2011 Overview 64
  • http://www.europ-assistance.com Press Philippe Moucherat -Address pmoucherat@europ-assistance.comEurop Assistance Holding Business7 boulevard Haussmann auto-mobility@europ-assistance.com75309 PARIS CEDEX 09 travel@europ-assistance.comFRANCE health@europ-assistance.comPhone home-and-family@europ-assistance.com+33 (0) 1 58 34 23 00 Human resources career@europ-assistance.com Europ Assistance Group I 2011 Overview 65