WELL-BEING AND PEACE OF MIND ON A DAILY BASIS
Exactly 50 years ago, Europ Assistance
France was founded. This pioneering
company invented the assistance concept.
From the outset, the Europ Assistance Group
has favoured innovation as the driving force
of its efforts to serve its clients over these
five decades. More recently, during the last
10 years the Europ Assistance Group has
developed a new generation of personalised
services, the Care Services which have
revolutionised the industry, combining human
intervention with state-of-the-art technology
to provide support to everyone in all of life’s
circumstances from day-to-day situations to
emergencies. Constantly moving forward,
the Care Services meet the need for safety,
security and peace of mind expressed by more
than 300 million clients worldwide.
By continuing the forward-looking approach
which has enabled the company to more
than double in size in the space of a decade
while also improving its profitability, so vital
to generating new investment and innovation
capacity for its clients, the Europ Assistance
Group is strengthening its position as an
assistance world leader in a fast changing
market. Thanks to the day-to-day commitment
and know-how of the Group’s 8000 staff,
whose efforts I salute, Europ Assistance can
take care of you and meet your own personal
assistance needs at any time.
THE LEADING BRAND
FOR CARE SERVICES
THE CARE SPIRIT MEANS…
To be able to offer high added value technological and human personalised assistance
services, Europ Assistance has placed great emphasis on geographical proximity to its
clients. With no fewer than 8,000 staff and 33 subsidiaries, the Group also draws upon
425,000 service providers on five continents.
Being ready to listen…
Ever attentive to changes in consumption patterns and the demand for new services,
Europ Assistance develops tailored product ranges perfectly adapted to the needs of its
clients and to national and local markets.
As the new technologies are having a severe impact on the way assistance activities
are performed and delivered, the Group is constantly designing new products to further
expand its range of services, enabling it to react more quickly and more effectively to its
Fully convinced that the Care promise can only be honoured by remaining attentive and
committed, Europ Assistance is keen to share a number of common core values with its
clients, and staff, including: a pioneering spirit, integrity, value creation, team performance
Martin Vial, Group CEO and a commitment to the client.
At last! The big day’s here. Alex has arrived at his rented holiday
home with his three-year-old son Simon. Alex found the holiday
property of his dreams on the Internet. He spent a long time
surfing, hesitating and comparing, but now he’s happy he made
the right choice. He knows that the next 21 days he’ll be spending
here with Simon will be 21 days of pure joy. Because the staff
at Europ Assistance have guaranteed his reservation and will be
there to manage any difficulties which crop up. Alex can enjoy his
holiday home and the surrounding region with his son. Have a
great holiday Simon!
— She’s watching over you —
As certain times in your life are particularly precious, Esther, a
customer service coordinator at Europ Assistance France, proposes
solutions for holidaymakers like Alex, keen to protect themselves
against any unpleasant surprises related to the rental of holiday
properties over the Internet.
With 19 days and 1,519 km already behind her, Genia never gets tired
of exploring the Brazilian highways, soaking up the beauty of her home
country and discovering wild beaches, lively plantations and small,
traditional villages. As Genia sees it, this journey back to the old country
is nothing short of a dream. A dream made up of amazing chance
encounters and unforgettable moments. Some would consider a 2,000 km
road trip to be a little adventurous but Genia has complete peace of mind.
Everything is covered. Wherever she is, Europ Assistance is watching
over her, ready to assist her if she needs it. And she’s still got another
11 days’ discovery ahead of her!
— He’s watching over you —
The world’s a big place. This is why Fabio, an assistance
representative in Brazil, makes use of the GPS and web technologies
developed by Europ Assistance including precisely locating
the client’s position, contacting the nearest breakdown mechanic
and providing assistance as quickly as possible. Clients can resume
their journey with peace of mind. That’s real mobility!
Lukas has plenty of energy to spare… There’s nothing he likes better
than playing with his son Niels. And Niels is never bothered by his father’s
diabetes. Lukas has been living with diabetes for 35 years now and has
learned to manage it thanks to the staff at Europ Assistance. Following
their advice and keeping to a few simple rules in his day-to-day life,
he can enjoy family outings, trips and sport. Thanks to the presence
of a medical team at his side, Lukas has been getting the most out
of life for 1,462 days now and certainly intends to continue that way!
Niels couldn’t agree more.
— They’re watching over you —
In Austria and elsewhere, doctors, nurses, sports specialists,
nutritionists, psychologists and many other professionals
coordinate the monitoring of patients suffering from chronic
diseases such as diabetes.
— She’s watching over you —
Lungile’s 270-day pregnancy went like a breeze. It was almost
as if life hadn’t changed at all. Lily was there and Lungile
could only think of her. Even during her 30-day house move,
because the men and women from Europ Assistance managed
everything: the removal teams, cleaning, insurance for the new
home, etc. For her part, Lungile could only think about Lily.
She knew that everything would be ready for her arrival.
Today, Lungile and Lily enjoy a relaxed and trouble-free life
in their new home.
House moves are key life events but need not be stressful if you’ve
got the right people to help you. Emily, an assistance representative
in Johannesburg, handles the preparations, assisting and monitoring
clients moving home, 24 hours a day, 7 days a week.
She coordinates the proposed solutions and ensures genuine peace
of mind for her customers. That’s the true meaning of freedom!
IN A CHANGING WORLD
Receiving day-to-day support to ensure greater peace of mind in your personal,
family or professional life is now possible thanks to the Care Services, which draw
upon the extraordinary potential offered by the new technologies. The Care Services
offer our clients access to better adapted, more efficient and faster solutions.
ATTENTIVE TO THE NEEDS OF THE MARKET
For the last 13 years, each year Europ Assistance has had the “Baromètre Vacances” (Holiday Barometer)
survey performed by a French market research company (Ipsos). Involving 3,500 Europeans, this leading
survey seeks to estimate the holiday intentions of citizens in seven countries including the reasons for their
choices, the holiday destinations and the types of stay they prefer. To mark the 50th anniversary of its
founding, Europ Assistance is naturally keen to look back on the major improvements achieved over the last
half a century where holidays and travel are concerned. Assistance naturally ranks highly.
The “Baromètre Santé et Société” (Health & Society Survey) performed at the initiative of Europ Assistance
over the last seven years by the French company CSA, makes it possible to annually review the practices,
expectations and concerns of citizens from nine European countries and the United States where health is
concerned. This is a good way to anticipate the far-reaching changes underway in the health sector.
THE “BAROMÈTRE SANTÉ & SOCIÉTÉ” (HEALTH & SOCIETY SURVEY) / CSA
Source: Baromètre Santé & Société – Europ Assistance/CSA 2013.
The top three improvements viewed as most important in the tourism and holiday fields
over the last 50 years by Europeans:
SERVING THE MAJOR
Europ Assistance Global Corporate Solutions (GCS) is today an
international activity branch of the Europ Assistance Group offering
major international groups and international players in the health
field a complete range of health, safety and security solutions for
their local employees, business travellers and expatriates.
The delivery of on-site medical care solutions, the management of
health plans, medical evacuation services, support with employee
mobility, the organisation of health care abroad, prevention
and information campaigns, local and international health plan
management, etc., are all examples of the human and material
resources managed and centralised by the Europ Assistance Group’s
global health division.
TRAVEL —— In addition to its traditional core activity
of medical repatriation, Europ Assistance also develops
innovative products and services enabling its clients
to assemble custom solutions to suit their needs,
adapted to their new travel preferences.
> Digital Travel Solutions: Europ Assistance has designed
a complete range of web-based and mobile solutions to help
travellers during their trips abroad including: details of official
documents and formalities for each destination, keywords and
phrases in the local language, a currency converter, important
information about health and travel risks, the online subscription
of travel assurance and assistance, online claim declarations,
access to your personal account and travel planning tools, etc.
AUTOMOTIVE —— Europ Assistance is constantly
adding to its range of services to provide support
for increasingly mobile clients. A range of innovative
web services and mobile applications have joined
a unique network which can be deployed at any time
to guarantee the safety, security and well-being
> Automotive App Solutions: An application which allows
for a GPS connection with the assistance centre in the event of
a breakdown and the automatic transmission of the information
needed for a breakdown repair.
> Central Telematic Solution: This platform centralises
data flows from telematic units installed in the vehicles by the
car manufacturers, allowing for the tracking of stolen vehicles,
the localisation of broken down or accident damaged vehicles,
and the remote assessment of the type of repair necessary, etc.
Tomorrow is already here!
HEALTH —— With longer life expectancy, constantly
increasing requirements for protection or new
challenges concerning health and dependency,
Europ Assistance provides personalised assistance,
medical supervision and teleassistance solutions.
> The monitoring of chronic illnesses: Thanks to the
incredible progress achieved in the health field, the Europ
Assistance Group is constantly updating its activities.
In the health field too, Europ Assistance has made the new
technologies a source of well-being for its clients through a
series of programmes which combine (for example) screening,
support and home-based monitoring for patients suffering
from high blood pressure, in liaison with their GP. A nurse
performs the ECG, which is then assessed off-site.
HOME —— Day after day, Europ Assistance designs
high quality home services to support its clients in all
kinds of day-to-day situations throughout their lives.
> Easy: This loyalty programme was designed by Europ
Assistance in Italy to make daily life easier for its customers.
Among other things it includes a 24 hours a day personal
assistant and planning manager (who manages daily tasks,
home emergencies, medical assistance and appointment-making),
protection against fraud and identity theft, a medical
passport and an electronic health record (with medical files
being stored in electronic form for use at home and when
of Europeans and Americans
believe that medical
repatriation is a major
it comes to saving lives...
of air transport
as a family
... to discovering
far away and
being assisted and
protected in the event
of problems during
THE “BAROMÈTRE VACANCES” HOLIDAY BAROMETER / IPSOS
Source: Baromètre Vacances Ipsos – Europ Assistance 2013.
companies and branches
in 33 countries
GROUP MANAGEMENT AND ORGANISATION
Europ Assistance Holding Board of Directors
Claude Tendil, Chairman of the Board of Directors, Chief Executive Officer of Generali France
Martin Vial, Member of the Board, Chief Executive Officer
Sergio Balbinot, Member of the Board, Member of the Executive Committee and Group Chief Insurance Officer of Assicurazioni
Michel Beauchesne, Member of the Board, Chief Executive Officer of La Réunion Aérienne
Alessandro Dona, Permanent Representative of Generali Vie, Member of the Board, Group Insurance Operations Director
of Assicurazioni Generali S.p.A
Thomas Saunier, Permanent Representative of Generali Iard, Member of the Board, Managing Director of Generali France
Valter Trevisani, Permanent Representative of Generali France, Member of the Board, Deputy Managing Director
of Assicurazioni Generali S.p.A
Paolo Vagnone, Member of the Board, Member of the Executive Committee and Head of Global Business Lines of Assicurazioni
& EUROP ASSISTANCE
International Sales and
Eastern Europe Region
of Europ Assistance Italy
France, Benelux, North
of Europ Assistance France
and Prospective Centre*
Iberian Peninsula, South
America, Asia and Africa
of Europ Assistance Portugal
A powerful shareholder.
A shared adventure.
Europ Assistance and the Generali Group go back a long way together. Their relationship begins with a meeting between
two men. These were Europ Assistance’s founder Pierre Desnos and André Rosa, the President of the French insurance
company Concorde, controlled by Generali, which provided him with the resources he needed to make a success of his
human-centric business project. Fifty years later, thanks to the ongoing commitment of Generali, its main shareholder
since it was founded and its sole shareholder since 2002*, the Europ Assistance Group has today become a world leader
in this sector, an international Group and a powerful, widely recognised brand. Today, the close links between Europ
Assistance and Generali not only bear witness to their historical ties but also offer great promise for the future. As a highly
committed shareholder from the outset, which has helped Europ Assistance to expand, the Generali Group is a key partner
with whom Europ Assistance achieves almost 15% of its turnover globally. The Europ Assistance Group’s 8,000 staff are
working to contribute to the new global ambitions and reach of Generali Group, with the same pioneering spirit they have
displayed for half a century now.
* After the Fiat Group left that year, having held a 40% shareholding since 1994.
Breakdown by activity
10% Home & Family
NUMBER OF INTERVENTIONS
PERFORMED IN 2012
Breakdown by activity
1,000,000 Home & Family
* Group cross-functional divisions
intervention every 2 seconds
around the world
calls processed every second
around the world
countries in which Europ Assistance
intervened in 2012
A GLOBAL POWER,
208 countries covered by the Group’s
400 medical professionals
4,700 Care Makers, Europ Assistance’s
assistance representatives throughout the world
425,000 listed partners
Subsidiaries Customers assistance centers Correspondents’ offices
drivers receive breakdown repairs
from Europ Assistance worldwide
tickets issued to repatriate
hours flown by air
clients covered by Europ Assistance or via its partners
12.4 million interventions performed in 2012
62 million calls handled by assistance representatives per year
35 customers assistance centers
Angers, Athens, Badajoz (Spain), Barcelona, Beijing, Brussels, Budapest, Buenos Aires, Fort
Lauderdale (USA), Geneva, Istanbul, Johannesburg, Le Mans (France), Lisbon, London,
Madrid, Milan, Moscow, Mumbai, Munich, Papeete, Paris, Prague, Rende (Italy), Rostock
(Germany), San Diego, Santiago (Chile), São Paulo, Shanghai, Singapore, Toronto, Warsaw,
Vienna, Washington DC, Zurich.
44 companies and branches in 33 countries
Angola, Argentina, Austria, Bahamas, Belgium, Brazil, Cameroon, Canada, Chad, Chile, China, Congo,
Czech Republic, France, French Polynesia, Germany, Greece, Hungary, India, Ireland, Italy, Nigeria,
Poland, Portugal, Romania, Russia, Serbia, Singapore, South Africa, Spain, Switzerland, Turkey,
Europ Assistance Group
Europ Assistance Holding
Postal address: 7 boulevard Haussmann
75309 Paris Cedex 09 - France
Office: 1-3 avenue François Mitterrand
93200 Saint-Denis - France
Tel.: +33 (0) 1 58 34 23 00
Europ Assistance -
Global Corporate Solutions (GCS)
Europ Assistance - IHS Services SAS
7 boulevard Haussmann
75309 Paris Cedex 09
Tel.: +33 (0)1 58 34 23 79
GCS - ITPA Division
CMN Global Inc.
150 Commerce Valley Drive West, 9th Floor
Thornhill - Ontario - Canada L3T 7Z1
Tel.: +1 905 669 4333
Care Management Network Inc.
83 Sandringham House, Shirley Street
P. O. Box AP 59217 slot 2052
Nassau - Bahamas
Tel.: +1 242 397 04 27
Europ Assistance IHS Services Angola, Lda
Rua Comandante Stona n°144
Bairro Alvalade - Luanda - Angola
Tel.: +244 222 012 639
Europ Assistance IHS Services Chad
Route de Farcha, Base SOGEA SATOM, Porte n°5,
BP 762 - N’Djaména - Chad
Tel.: +235 22 52 31 00
Europ Assistance-IHS Services Congo SARLU
CMC Medico Medical Center
c/o CMC Medico, Quartier Centre-Ville
B.P.4473 Pointe Noire - Congo
GCS French Polynesia
Europ Assistance Océanie
22 Rue Nansouty
BP 40196, 98713, Papeete, Tahiti
Tel.: +689 50 78 50
EA-IHS Services Nigeria Limited
Bishop Moynagh Avenue, State Housing Estate -
PMB 1017 Cross river state - Calabar - Nigeria
Tel.: +234 706 782 7241
Europ Assistance France
1 promenade de la Bonnette
92633 Gennevilliers Cedex
Tel.: + 33 (0)1 41 85 85 85
Bien-Être à la Carte - Bien-Être Assistance
1, rue Mozart
92587 Clichy Cedex
Tel.: +33 (0)1 53 58 73 00
160 bis rue de Paris
Tel.: + 33 (0)1 41 10 19 00
14 terrasse Bellini
Tel.: +33 (0)1 70 72 46 10
Europ Assistance Versicherungs-AG
Tel.: +49 (0)89 55 987 0
Europ Assistance Greece
Pireus st. 205 Panagi Tsaldari
Tavros 17778, Athens
Tel.: +30 210 349 7000
Europ Assistance Hungary
Dévai utca 26-28
Tel.: +36 1 458 44 25
Europ Assistance India Pvt. Ltd.
C-301, Business Square
Andheri Kurla Road, Chakala
Andheri (East), Mumbai - 400093
Tel.: +91 22 6734 7878
Europ Assistance Holding Irish Branch
3rd floor, 13-17 Dawson St
Tel.: +353 (0) 1 897 3200
Europ Assistance Italy
Piazza Trento, 8
Tel.: + 39 02 58 38 41
Europ Assistance Polska
ul. Wołoska 5
Tel.: +48 22 205 50 00
Europ Assistance, Companhia Portuguesa
de Seguros, SA
Avenida Columbano Bordalo Pinheiro nº75
10º andar - 1070-061 Lisbon
Tel.: +351 21 386 00 03
GCS South Africa
Europ Assistance International Health Solutions
Valley View Office Park, 680 Joseph Lister Street,
Constantia Kloof Extension 31 Florida 1709 -
Republic of South Africa
Tel.: +27 11 991 9032
1300 Concord Terrace, Suite 300,
Sunrise FL 33323 USA
Tel.: +1 954 370 6404
Europ Assistance Argentina
Carlos Pellegrini 1149 8 piso
C1009ABW Buenos Aires
Tel.: +54 11 43 22 47 00
Europ Assistance Gesellschaft m.b.H.
Tel.: +43 1 319 55 70
Europ Assistance Belgium SA
Bd du Triomphe 172
Tel.: + 32 (0) 2 533 75 75
Europ Assistance Brasil
Alameda Tocantins, 125 - 3º, 5º ao 9º e
CEP: 06455-020 - Alphaville - Barueri - SP
Tel.: +55 11 4133 9080
Europ Assistance Canada
150 Commerce Valley Drive West, 9th Floor
Thornhill, Ontario L3T 7Z3 Canada
Tel.: +1 905 669-4333
Tel.: +1 800 310 6970
Europ Assistance Chile
Avenida Andrés Bello 2115, Piso 2, Providencia,
Santiago de Chile
Tel.: + 56 (2) 25 83 68 00
Europ Assistance Travel Assistance Services
(Beijing) Co Ltd
Rm 2107, The Exchange Beijing,
No 118 Yi, Jianguo Rd, Chaoyang District,
100022 Beijing, P.R.
Tel.: +86 10 6567 8005
Europ Assistance Czech Republic
Na Pankraci 1683/127
140 00 Praha 4
Tel.: +420 221 586 111
Europ Assistance Romanian Branch
59th Popa Tatu Street, 2nd Floor, 6th Flat
Tel.: +40 213 006 096
Europ Assistance CIS
Letnikovskaya st. 11/10, b.3
Tel.: +7495 787 2179
Europ Assistance Hungary - Ogranak u Beogradu
Gandijeva 76a, 11070 Novi Beograd
Tel.: +381 (11) 228 45 82
Europ Assistance Worldwide Services Pte Ltd
3 Pickering Street #02-15 Nankin Row
China Square Central
Tel.: +65 6557 2129
Europ Assistance South Africa (Pty) Ltd
Valley View Office Park
680 Joseph Lister Street
Constantia Kloof, Ext 31
Tel.: +27 (0)11 991 8000 / 9000
Europ Assistance España SA
Calle Orense, 4
Tel.: +34 91 514 99 00
Europ Assistance Suisse
Air Center - Chemin des Coquelicots 16
1214 Vernier / Genève
Tel.: +41 22 939 22 44
Europ Assistance Yardım ve Destek Hizmetleri
Ticaret Anonim Sirketi
Ortaklar Caddesi Bahçeler Sokak No:20
Tel.: +90 (0) 212 337 20 02
Europ Assistance USA
4330 East West Highway, Suite 1000
Bethesda, MD 20814
Tel.: +1 240 330 1000
CSA Travel Protection
4181 Ruffin Road, Suite 150
San Diego, CA 92123
Tel.: +1 858-810-2004
You can find full details of the
Europ Assistance Group’s companies at
1963 — 2013
50 YEARS OF INNOVATION
IN THE CARE SERVICES
A HISTORICALLY STRONG BRAND
Managing a worldwide network, Europ Assistance is today
very much part of the day-to-day lives of tens of millions
of consumers around the world. Benefiting from its proud
history, the attractiveness of its range of products and
services and its value in the eyes of the general public,
the Europ Assistance brand is known, recognised and
appreciated by its clients. Its brand recognition level is
particularly high in France, Italy, Belgium and Spain, where
the company has been based for a long while. Everywhere
around the world, the Europ Assistance brand, which is
chiefly included in the packages offered by its clients and
partners, is synonymous with innovation and performance.
For this reason it is not only a highly appreciated brand
in its own right, but above all one which is preferred and
chosen by hundreds of other major brands.
OUR STORY: IT’S ALL ABOUT YOU
50 years of attentively tracking
emerging needs. This admirably sums
up Europ Assistance’s history. The story
of Europ Assistance begins back in 1963,
at the initiative of Pierre Desnos: he was
the first to identify the emerging needs of
holidaymakers back then, fully appreciating
the scale of the changes underway and
the unprecedented growth in tourism
and motoring. He invented the assistance
concept, which in turn gave rise to the
Group. This new business activity quickly
came on to play important role in the day-to-
day life of consumers wishing to enjoy
maximum protection during their trips,
whether on holiday or in their car. After the
1980s, a time of international expansion,
a decisive moment came in the 2000s
with the creation of two new activities:
health and personal services. This was a
response to what we refer to as the “Care
Revolution”, characterised by an ever-growing
need for personalised services,
the continued growth in demand for care,
increasing urbanisation, greater mobility and
rising life expectancy, etc. Over the course
of half a century, the Europ Assistance Group
has enjoyed the unwavering support of its
shareholder, Generali, in the development
and promotion of assistance around the
world. By combining human intervention
with the latest technology, moving from
assistance in specific situations to ongoing
assistance with day-to-day life, we have
rolled back the boundaries of the assistance
industry and created a new generation
of services for the benefit of all of our
clients: the Care Services. This new concept
has become a day-to-day reality for our
300 million customers worldwide.
Martin Vial, Group CEO
If assistance is today a
universal concept available
worldwide, this is thanks to the
extraordinary intuition of one
man, Pierre Desnos. By inventing
the medical repatriation concept
in 1963, he not only created
Europ Assistance but a complete
industry which has since gone
on to anticipate new consumer
needs. Pierre Desnos was also
an entrepreneur, ahead of his
time in the marketing field.
Here, we are talking about
marketing in the noble sense
of the term: offering consumers
useful services to make their
lives easier. Pierre Desnos was
always attentive to the winds
of change and was always
a keen source of new ideas,
instilling in his Group a modern
and resolutely forward-looking
corporate spirit. When he passed
away in 2007 Pierre Desnos
left behind him an incredible
human and entrepreneurial
success story of which all of the
Group’s staff are the heirs and
protectors. For now and always.
Europ Assistance is the first assistance
brand mentioned by the French,
Belgians and Italians among all
Europ Assistance has advertised
since its inception in France and
in many other countries.
* TNS Sofres (September 2012),
** Ipsos (March 2013),
*** Doxa (December 2012).
“We’re all going on a summer holiday!”
The 1960s also saw the happy advent of the third and later the fourth week of paid
holiday in France. The whole of French society discovered tourism, camping, youth
hostelling and holiday camps. People were happy, keen to enjoy a lungful of fresh air
at the seaside or in the country! Extended summer holidays became the norm,
with the ideal holiday being as long as possible, taken at a single stretch in summer.
This period also saw the start of foreign holidays in Spain, Italy and later in Greece.
With the launch of Europ Assistance, anyone could now travel with total peace of mind,
knowing that they would be supported and assisted if needed
T H E
1963, THE EMERGENCE OF THE
Profoundly moved after hearing of the problems encountered
by a couple of friends who suffered an accident in Spain and their
difficulty in obtaining immediate help, Pierre Desnos became aware
of the lack of protection available to travellers.
With the help of Generali’s French subsidiary, the insurance company
Concorde, he founded Europ Assistance and invented a completely
new concept of assistance. On May 2, 1963, a telephone number –
Pigalle 73-19 – became available to all French citizens looking
to travel abroad with total peace of mind!
If you were ill, injured or involved in an accident, a simple phone call
was now all it took to organise your repatriation by air ambulance.
OTHER HIGHLIGHTS FROM THE 1960s…
1964 1965 1967
A year after it was founded,
the Europ Assistance Group
opened its first subsidiary
outside France, in Belgium. The
Group’s international adventure
was now underway.
The Group offered
its French clients a
Europ Assistance signed an
agreement with the French
aircraft manufacturer Marcel
Dassault for the continuous
provision of a Falcon 20 fitted
out as an air ambulance.
“More and more of us are travelling...”
With the car boom in full swing, Fiat, Renault, BMW and Volkswagen competed
with the stylish American models out on the holiday roads of Europe. Now more
mobile than ever, European holidaymakers began travelling much further. In
villages along the holiday routes, wayside grocers’ shops began installing petrol
pumps to top up passing cars. Travelling still had an exotic touch of adventure
about it, including the uncertain reliability of the family car, and frequent
punctures, etc. Drivers now knew that they were protected if a problem arose.
This was also the period when young idealists turned their backs on the consumer
society and took to the highways heading for Kathmandu or Istanbul. Air travel
became more accessible thanks to charter flights. To support these new travellers,
Europ Assistance’s cover extended to these new, faraway destinations
T H E
1977: EUROP ASSISTANCE CELEBRATES
ITS 10 MILLIONTH CLIENT
In just over a decade, assistance had become a commodity, increasingly
in demand from consumers while tourism and car ownership had both also
boomed. Holidaymakers were encountering new obstacles for which they
were not always prepared when discovering new countries (road accidents,
breakdowns, the impossibility of obtaining spare parts, etc.),
obstacles which were included in Europ Assistance’s cover. No one would
seriously think of setting of on holiday or getting behind the wheel without
having taken out an assistance contract. Whether travelling to the other
side of the world or just around the corner, by plane or by car, assistance
was available everywhere and for everyone. And Europ Assistance played
a valuable part in this. In France of course but also worldwide.
OTHER HIGHLIGHTS FROM THE 1970s…
1977 1978 1978
Europ Assistance issued
the first contract in France
covering faraway countries
such as Brazil and Kenya.
Europ Assistance Belgium
chartered its first “Snow Plane”
with the aim of repatriating
Belgian citizens injured during their
skiing holidays in the French Alps.
This campaign has been repeated
every year since.
July 11, a tanker truck exploded
near the “Los Alfaques”
campsite in Spain, killing more
than 200 holidaymakers and
injuring 200 more.
Europ Assistance was fully
mobilised to help the victims.
1989. The event virtually monopolised the media: the Berlin Wall had come down.
A world divided into two self-contained “blocs” was now over. New destinations
were possible. With the progress in transport and communication technology,
we could now dream of a world without borders, free of distances, in which
inhabitants could move around freely. Tourism enjoyed a spectacular surge.
High-speed trains were introduced. Ever more airline companies were introducing
package deals in partnership with hotel chains and car hire firms. People could
now travel easily and inexpensively to the four corners of the earth! Europ
Assistance paved the way by organising its network of local agents and carrying
out a detailed inventory of the resources available at each destination including
healthcare establishments, the condition of roads, helicopters, etc. Everything was
now ready to assist travellers keen to get off the beaten track. Europ Assistance
was leading the way once again
T H E
1981: EUROP ASSISTANCE
EXPANDS OUTSIDE EUROPE
At the end of the Cold War, the economic, technical and cultural
superiority of the United States was more evident than ever.
The American way of life, a symbol of prosperity and consumption,
attracted Europeans in ever larger numbers across the Atlantic
to discover the American dream. In response to this trend,
the Group also expanded in the US, initially to support its clients
in a country whose extremely expensive health system encouraged
travellers to take out decent insurance and assistance cover.
Later, in 1981 this was followed by the creation of the first subsidiary
in the United States. This marked the start of the Group’s international
expansion beyond Europe’s borders.
OTHER HIGHLIGHTS FROM THE 1980s…
1980 1984 1989
The opening of a subsidiary
opened a representation
office in China,
as a support centre for
After Europe and North
America, the Europ Assistance
Group expanded in a third
with the creation of a new
South African subsidiary.
“A time of great technological progress”
The rise of the Internet in the 1990s brought with it the promise of a networked
society and access to knowledge for all. Information could now travel around the
world in the blink of an eye. It was finally possible to demand everything, right
now! While awaiting the arrival of broadband, you still had to ask mom to hang up
the phone before you could surf. This was also the era in which mobile telephones
first appeared, although back then these were huge, bulky devices which required
an antenna to connect to the rudimentary networks of the day. Fully in keeping
with the innovation culture found at Europ Assistance, this new technology made
it possible to improve and expand the Group’s products and services and to
speed up the expansion of its activities
T H E
1993: EUROP ASSISTANCE
With communication revolutionised by the development
of the mobile telephone and the Internet, Europ Assistance
launched an initial teleassistance solution enabling elderly
and dependent persons to inform their friends
and family or the emergency services if they encountered difficulties.
Thanks to these new technologies combined with human input,
the Group was able to constantly innovate from there on to develop
high added value personal services.
This marked the start of a new era. The foundations have been
laid for a genuine revolution.
OTHER HIGHLIGHTS FROM THE 1990s…
1991 1997 1997
The Group performed
worldwide and had 1,300 staff
(including 361 in France).
Following a coach accident
in Turkey, around 20 Japanese
clients were repatriated in record
time onboard a Boeing 747.
This operation required a medical
team of 15 people and 1.8 tonnes
of medical equipment.
The creation of Europ Assistance
Holding and the launch of the first
“This is the Care Revolution!”
With health, home services and wellbeing, new needs are now appearing.
New services are being launched. The task is to meet an ever greater demand
for personal services, in which human relationships take precedence. This
revolution reflects a change in mentality and the major social changes witnessed
around the world. These include an ageing population, increasing urbanisation,
the breakup of the family unit and the increased focus on health and
well-being. All factors which are driving the demand for personal services
in both industrialised countries and the emerging nations. The Care Revolution
T H E
2007: EUROP ASSISTANCE INVENTS
THE CARE SERVICES
Needs were changing. Everyone was keen to make the most
of their private and family life, and to focus on the things
that matter: their health, their home, their free time, their travel
and their holidays. With the Care Services, Europ Assistance
reinvented the traditional range of assistance products by offering
millions of clients a new generation of assistance services.
This concept was designed to satisfy a new and growing need
expressed by consumers: to receive personalised, continuous
assistance meeting their requirement for well-being,
health and help with all of life’s little day-to-day problems.
Yet another invention from Europ Assistance!
OTHER HIGHLIGHTS FROM THE 2000s…
2004 2004 2007
Launch of the Columbus plan,
a global strategic plan based
on the development
of two new activities: Health
and Home Family assistance.
The Group’s turnover
exceeds €1 billion.
Following the tsunami which
devastated south-east Asia,
Europ Assistance organised a global
crisis cell to coordinate operations
for all 15 Group subsidiaries concerned
by this disaster. Among the resources
deployed, the Group chartered
an Airbus converted into a flying
hospital, the first of its kind.
2008: Publication of The Care Revolution
In 2008, Europ Assistance Group’s CEO
Martin Vial published The Care Revolution,
a book which would go on to become a
reference in the assistance field. In his book,
Martin Vial argued that the new technologies
combined with local services would now
make it possible to offer a wider range of
assistance services and to give assistance
greater economic value.
“What about social innovation too?”
The world around us is fragile. Peoples’ basic expectations have changed, with the
emphasis now on an equitable and sustainable lifestyle. People now buy local, share,
barter and recycle. These are all beneficial habits for the planet but also for our budgets.
The economic crisis is here, impacting on employment and making each of us more
vulnerable. The issues of poverty and the lack of access to essential services for many
population groups is viewed as a source of injustice by citizens around the world.
Taking note of this, Europ Assistance is committed to the notion of developing a positive
social footprint. The company is seeking to assess the social and societal impact of its
activities on its ecosystem and continues to expand in keeping with its values, displaying
a genuine focus on the long-term
T H E
THE GROUP IS COMMITTED TO ACHIEVING
A POSITIVE SOCIAL FOOTPRINT
The Group has committed itself to supporting social
entrepreneurship internationally, one of its key corporate
social responsibility goals, by working with Ashoka,
the largest international association operating in this field
to directly contribute to the development of this model
in 10 countries by selecting and supporting 10 “Fellows”
whose projects are chiefly related to dynamic innovation
in the fields of health and family services.
OTHER HIGHLIGHTS FROM THE 2010s…
2010 2010 2013
The Group adopts a new global
corporate slogan: “You live, we
care” expressing the highly
innovative “Care Services”
Europ Assistance celebrates its
50 years of experience serving
300 million clients. The Group
now has 8,000 staff including
4,700 assistance coordinators.
The Europ Assistance adventure
The creation of “Europ
Assistance First Selected Green
the first network of approved
environmentally friendly service
providers in the automotive
50 YEARS OF EUROP ASSISTANCE
On March 25, Pierre Desnos registers the company Europ Assistance in the French trade register and
a new business activity is born: assistance. The company begins trading in Paris with 12 permanent
staff, 17 agents, and 160 assistance interventions for this first year.
• Europ Assistance opens its first subsidiary
outside France, in Belgium.
• The first Mystère 20s enter service at Europ
Assistance, facilitating medium and long distance
• Europ Assistance signs an agreement with
Marcel Dassault to secure the permanent
availability of an “air ambulance” version of the
— 1964 —
— 1967 —
— 1976 —
— 1966 —
— 1971 —
— 1978 —
— 1965 —
— 1968 —
— 1977 —
— 1981 —
— 1991 —
— 1980 —
— 1989 —
— 1984 —
— 1993 —
• Europ Assistance proposes a USA-Canada
subscription for its French clients.
• Europ Assistance enters the French market for
corporate services and now provides specific
contracts covering staff while travelling and
• Europ Assistance comes to its clients’ aid
during the fire on the cruise liner “Heleanna”
with 1,200 passengers onboard.
• On July 11, Europ Assistance swings into action
to help those of its clients who are victims of the
explosion of a tanker truck in Spain. The images
are seen worldwide.
• Europ Assistance Belgium charters the first
• Europ Assistance sets up in Italy.
• Expansion continues in Europe with the ope-ning
of a subsidiary in Spain.
• The Group celebrates its 10 millionth client
and introduces its first contract in France co-vering
faraway countries such as Brazil and
• The company continues to expand on the
American continent with the opening of a
subsidiary in the United States.
• In 1991, the Europ Assistance Group performs
740,000 interventions worldwide and has 1,300
• Europ Assistance sets up in Greece by creating
a branch there.
• Opening of a subsidiary in Germany.
• Europ Assistance opens a representation
office in China.
• Europ Assistance sets up on a third continent
with the creation of a new subsidiary in South
• The creation of Europ Assistance Portugal.
— 1963 —
— 1994 —
— 1996 —
• The Fiat Group acquires a 40% shareholding
in Europ Assistance. At the time, Generali owns
53 % of Europ Assistance’s equity.
• The Europ Assistance Group launches its first
• The opening of four new subsidiaries in
Switzerland, Hungary, Argentina and Singapore.
Europ Assistance Holding is founded in Paris to
manage the 20 companies in the Group, which
now performs 3,171,758 assistance missions.
• Europ Assistance repatriates Japanese clients
following a coach accident in Turkey.
• Europ Assistance sets up in Brazil, Poland
and Austria. In Italy, Europ Assistance VAI now
offers motorway assistance services.
— 1997 —
COMPANY 160 INTERVENTIONS
12.4 MILLION INTERVENTIONS
— 2001 —
— 2004 —
— 2008 —
— 2003 —
— 2006 —
— 2009 —
— 2002 —
— 2005 —
— 2007 —
• Europ Assistance performs 6,500,000 assis-tance
missions worldwide and continues its
expansion, setting up in Russia and the Czech
• Europ Assistance sets up in Chile.
• The Group acquires the company Icare (the
French leader for mechanical breakdown war-ranties).
• Europ Assistance launches the Columbus
• On December 26, following the tsunami in
South East Asia, the consequences are seri-ous
for the Group (with 115 clients injured, 18
dead and 53 missing). The Europ Assistance
Group mobilises 150 staff 24 hours a day to
deal with more than 1,000 clients and charters
an Airbus converted into a flying hospital, the
first of its kind.
• The opening of new sites: in India with a new
subsidiary based in Mumbai, and in Romania.
Europ Assistance France joins forces with Accor
Services to create Bien-être Assistance.
• The first online “Plug Sell” solution is
launched. This global e-commerce platform is
specially designed for travel agencies, tour op-erators
and airline companies. it is deployed in
• The Europ Assistance Group achieves a turnover
of more than 1 billion.
• The Group’s CEO, Martin Vial, publishes “The
• The Group continues its geographical expan-sion
in America with the acquisition of two
companies: GMMI in the health field in Florida
and CSA Travel Protection in San Diego, in the
Travel field. The Group opens a subsidiary in
• Europ Assistance tests a remote interactive
medical solution for isolated environments
during the “Vendée Globe” round the world
• The creation of Europ Assistance Irish Branch,
an Irish company which manages the Europ
Assistance Group’s international risks.
• The acquisition of the company The Canadian
Medical Network, specialising in the manage-ment
of medical services and networks. The
Group opens a subsidiary in Canada and in the
• Europ Assistance opens a subsidiary in Chad
through its international health division.
• Along with the French polling company CSA,
the Group publishes the first “Barometer” sur-vey
into public opinions of the health systems
in five European countries (Germany, France,
Great Britain, Italy and Sweden) this initiative
is intended to support and promote the Group’s
expansion in the health field.
• Europ Assistance sets up in Serbia.
• In Brazil, the Group pursues new ambitions
and joins forces with Bradesco Seguros in a
joint-venture. Europ Assistance Brazil is today
the leading Group company in workforce size.
• Europ Assistance opens a subsidiary in
Polynesia, based in Tahiti, as a support centre
for this part of the world.
The Generali Group now owns 100% of the
Europ Assistance Group’s equity following the
withdrawal of the Fiat Group.
• The launch of the Group’s new visual identity.
• Europ Assistance obtains an operating licence
from the Chinese authorities authorising it to
expand its activities in China via a subsidiary
controlled 100% by the Group.
— 2010 —
— 2011 —
• Europ Assistance strengthens its presence
in personal services fields by taking control
of “Bien être à la carte” and joins forces with
• With the creation of CP Asistence sro, a joint
venture with Ceská pojištovna, the largest
Czech insurance company, Europ Assistance
— 2012 —
— 1998 — — 2000 —
• Europ Assistance adopts a new global sig-nature:
“Premiers à vos côtés. With you all
the way” and launches the first pan-European
“Barometer” holiday survey involving a sample
of 3,500 European consumers.
• In July, a coach accident on the A71 in France
leaves 2 people dead, 12 seriously injured and
50 suffering light injuries. The coach is carrying a
group of young Belgians on their way back from
Clermont-Ferrand. The whole of Europ Assistance
Belgium is fully mobilised to assist its clients.
• Europ Assistance takes control of Océalis, a
French direct distribution company providing
• Europ Assistance sets up in Turkey and in
• After doubling in size and tripling its results
within 5 years, Europ Assistance now intends
to become the most innovative company in the
care services sector by 2015.
• The Group adopts its new worldwide slogan:
“You live, We care”.
With EA-live, the version 2.0 of the Group’s in-ternal
information system, all Europ Assistance
staff worldwide are now constantly connected
with one another.
• The Europ Assistance Group makes support for
social entrepreneurship a global commitment
in terms of its corporate social responsibility
and joins forces with Ashoka.
• The creation of the “Europ Assistance First
Selected Green Network”, the first network
of approved, environmentally friendly service
providers in the automotive field.
• Creation of a Global Corporate Solutions Divi-sion
that groups together all the activities and
subsidiaries dedicated to Travel and Health care
services to the staff of leading international
• The Group’s Global Corporate Solutions divi-sion
sets up in the Congo.
• The Global Corporate Solutions Division opens
a subsidiary in Nigeria.
• The Group assists 3 million drivers and issues
34,500 airline tickets to repatriate its clients.
• 115 million people are now covered by Europ
Assistance worldwide and 3.75 million cases
are handled each year by 2,300 staff.
— 2013 —
strengthens its presence in the Czech Republic
in the Automotive, Travel, Health and Home
• The Group introduces its “Twicare” corporate
social network for the 80 members of the
Europ Assistance, the leader for Care Services, is present in 33 countries via 44 companies.
Europ Assistance celebrates its 50 years’ expertise serving its 300 million clients worldwide and now
has 8,000 staff and 4,700 assistance coordinators.
Next moments: an innovative, forward-looking
concept to be shared on Facebook!
On Facebook, the Europ Assistance brand invites surfers to share their “Next moments”, those happy,
carefree moments which sometimes occur after life’s more difficult events. In doing so, the Group
uses the social networks to create a favoured relationship with its various target groups including the
youngest, and to associate itself with their interests. An innovative way to boost the visibility of the
Europ Assistance brand and to set the company resolutely on the road to the future.
Europ Assistance Group
Postal address : 7 boulevard Haussmann – 75309 Paris Cedex 09 – France
Office : 1-3 avenue François Mitterrand – 93200 Saint-Denis – France
Tel. : +33 (0) 1 58 34 23 00 – Fax : +33 (0) 1 58 34 23 99 – www.europ-assistance.com
Design and production: – Photo credits : Getty Images, Corbis, photothèque Europ Assistance, X. This document is printed on paper made up
of 100% recycled pulp, made in a factory with ISO 14001 certification, by an approved “Imprim' Vert“ printer.