Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Corporate Presentation 2013-2014 (english version)

11,978 views

Published on

Corporate Presentation 2013-2014 (english version)

Published in: Business
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD FULL. BOOKS INTO AVAILABLE FORMAT, ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Corporate Presentation 2013-2014 (english version)

  1. 1. Innovation at the heart of Care Services
  2. 2. Content 2 1.0 – Europ Assistance Group 1.1 - Europ Assistance Group 1.2 - Four Areas of Care Services 1.3 - A health international branch serving the major international groups 1.4 - 50 years of Care innovation 1.5 - Europ Assistance Group and Generali 1.6 - The Europ Assistance business model 1.7 - International standing 1.8 - Key figures 1.9 - Governance 1.10 - The 3 main areas for the transformation of Europ Assistance 2.0 – Europ Assistance ambition and spirit 2.1 - Accompanying the Care Revolution 2.2 - Care Services 2.3 - A strategic ambition: innovation 2.4 - An innovative brand platform 2.5 - A worldwide signature 3.0 – One business: Assistance 3.1 - Humanity and new technologies at the heart of Care Services 3.2 - A network steered, controlled and managed in our four business lines 3.3 - Skills with high added-value 3.4 - A new world of connected services 3.5 - Four areas of Care Services: travel, automotive, health and home & family. 4.0 – A culture of responsibility 4.1 - CSR Strategy: « the social footprint » 4.2 - Creating a « positive social footprint » 4.3 - Common values 4.4 - Initiatives for charity Europ Assistance Group I 2013-2014
  3. 3. 3 Europ Assistance Group 1.1 - Europ Assistance Group 1.2 - Four Areas of Care Services 1.3 - A health international branch serving the major internationals groups 1.4 - 50 years of Care innovation 1.5 - Europ Assistance Group and Generali 1.6 - The Europ Assistance business model 1.7 - International standing 1.8 - Key figures 1.9 - Governance 1.10 - The 3 main areas for the transformation of Europ Assistance Europ Assistance Group I 2013-2014
  4. 4. 1.1 - Europ Assistance Group 4 Having invented assistance over 50 years ago, Europ Assistance is now a global operator in personal assistance services in the areas of health, home & family automotive and travel. — Focusing on innovation since its creation, the group is the brand of choice in Care Services a new generation of personalized services for people and their families, born of its planet-wide network’s capacity to innovate and experiment, in order to provide the greatest number of people, in emergency circumstances and in daily life, on an occasional or permanent basis, with presence and support which they require for their safety and peace of mind. The four areas of Care Services: automotive, health, travel, home & family. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  5. 5. 1.2 - Four areas of Care Services 5 Two historic business lines — Travel: travel assistance, medical repatriation, cancellation insurance, loss of luggage insurance, etc. — Automobile: roadside assistance, mechanical warranty, claims handling, etc . Two new business lines since 2005 — Health: dependency assistance, monitoring of chronic illnesses, pro and post hospitalization care, prevention, International Claims Handling, health services for staff, travelers and expatriates from major international companies, Travel for Treatment, Medical on Site, etc. — Home & Family: remote home assistance & emergency response, child-minding, legal advice and protection, concierge services and Identity Theft. 48% Automotive 28% Travel 12% Health 10% Home & Family 1% Others 4,000,000 Automotive 7,000,000 Travel 1,000,000 Home & Family 1,200,000 Health 4,800,000 Others NUMBER OF INTERVENTIONS PERFORMED IN 2013 – Breakdown by activity Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 TURNOVER 2013 – Breakdown by activity
  6. 6. 1.3 - A health international branch serving the major international groups 6 Europ Assistance Global Corporate Solutions (GCS) is the international division of the Europ Assistance Group dedicated to providing healthcare and risk management solutions to international organisations for expatriates, business travellers and local employees. — The innovative business model includes the GCS Centre for Coordination and Control (C3) overseeing all GCS operations in the world, its Contact Centres (C2) based in North America, Europe and Asia Pacific and available on a 24/7 basis to ensure continuity of service throughout the world, as well as its International Network Department and Management Centre based in Toronto, centralising all administrative operations on a 24/7 basis. — Today, with more than 5,000 corporate customers, 5 million members covered, 550 employees worldwide and 30 medical operations on remote sites, GCS is a leading player in the global corporate market. Driven by a growing activity, GCS is confident of continued success with the support of its partners, and the qualities and values we recognise: customer focus, flexibility, high standards of service, transparency and social responsibility. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  7. 7. 1.3 - A health international branch serving the major international groups 7 — As for all Europ Assistance Group activities, GCS is part of Generali Global Business Lines, a unique platform offering a full range of solutions including social security coverage plans, insurance specific to the risks of companies and assistance services. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  8. 8. 1.4 - 50 years of Care innovation 8 In 1963 160 interventions 1 company 12 permanent employees 17 agents worldwide 12.4 million interventions 33 companies 8,200 employees 122 agents worldwide In 2013 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  9. 9. 1.5 - Europ Assistance Group and Generali 9 1963 — With the support of the insurance company La Concorde, Generali’s French subsidiary, Pierre Desnos founds Europ Assistance in Paris. He invents and industrializes a totally pioneering concept of assistance. 2002 — Generali becomes 100% shareholder after acquiring Fiat’s 45% stake in Europ Assistance Holding. Today — Europ Assistance is a committed stakeholder in the profound transformation under way by Generali. 15% of turnover is achieved via Generali Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  10. 10. 10 1.5 - Europ Assistance Group and Generali — Europ Assistance is currently owned by the Generali Group via Generali France, which controls Europ Assistance Holding. — The Europ Assistance Group is part of Generali Global Business Lines, a unique platform offering a corporate solution including social security coverage plans, insurance specific to the risks of companies and assistance services. 100% Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  11. 11. 11 1.6 - The Europ Assistance business model A multi-local production model A BtoB distribution model still dominant A service-oriented business model Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  12. 12. 12 1.6 - A multi-local production model — 35 locally-based assistance centres — 8,200 employees including 4 700 assistance representatives — 24/7 availability — SLA a response time under 20 seconds, around the clock — 425,000 listed and inspected partners 2 calls processed every second around the world 1 intervention every 2 seconds around the world Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  13. 13. 13 1.6 - A mainly BtoB and BtoBtoC distribution model 90% Of the Europ Assistance Group’s turnover is BtoB and BtoBtoC Insurance companies Credit card networks and financial institutions Carriers (airlines, cruises, train operators, …) Tour operators and travel agencies Vehicle manufacturers and car rental firms The clients-distributors are primarily: Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  14. 14. 14 1.7 - International standing Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  15. 15. 1.8 - Key figures 15 270 million euros of shareholders’ equity 1,374 million euros turnover of the group in 2013 75 % of revenue achieved outside France 84 million euros operating result of the Group in 2013 TURNOVER 2013 Breakdown by activity NUMBER OF INTERVENTIONS PERFORMED IN 2013 Breakdown by activity 4,000,000 Automotive 7,000,000 Travel 1,000,000 Home & Family 1,200,000 Health 4,800,000 Others 48% Automotive 28% Travel 12% Health 10% Home & Family 1% Others Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  16. 16. 1.8 - Key figures 16 300million of clients covered by Europ Assistance or via its partners 44 companies and branches in 33 countries 132 countries in which Europ Assistance intervened in 2013 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  17. 17. 17 1.8 - Key figures 300 million customers covered wolrdwide 208 countries covered 8,200 employees 4,700 Care Makers (Assistance coordinators) 425,000 listed partners Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  18. 18. 18 1.9 - Governance GROUP MANAGEMENT AND ORGANISATION Board of Directors of Europ Assistance Holding — CLAUDE TENDIL, Chairman of the Board of Directors, Chairman of Generali France — SERGIO BALBINOT, Member of the Board, Member of the Generali Group Management Committee (GMC), Group Chief Insurance Officer of Assicurazioni Generali S.p.A — ALESSANDRO DONA, Permanent Representative of Generali Vie, Member of the Board, Group Insurance Operations Director of Assicurazioni Generali S.p.A — MICHEL ANDIGNAC, Member of the Management Committee, Chief Financial Officer and Chief Investment Officer 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 Generali Group Management Committee (GMC) and Head of Global Business Lines of Assicurazioni Generali S.p.A Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  19. 19. 19 Laliquotiens operatur Adrastia atque utinam semper quav ocabulo duplici etiam emesim appellamus: ius quoddam subliminis efficaci human arum. 1.9 - Governance GROUP EXECUTIVE COMMITTEE ODILE COLLIGNON Deputy Managing Director Resource Center* STÉPHANE VERMERSH Chief Financial Officer (CFO) MASSIMO MALTEMPI Chief Operational Officer (COO) CHRIS CARNICELLI Executive Vice President North America Region THIERRY DEPOIS Executive Vice President France and Benelux Region and Managing Director of Europ Assistance France PAOLO FRAPICCINI Executive Vice President International Sales and Marketing* Italy, Germany, Switzerland, Austria, Eastern Europe Region and Managing Director of Europ Assistance Italy MANRICO IACHIA Executive Vice President Innovation and Prospective Centre* Iberian Peninsula, South America, Asia and Africa Region and Managing Director of Europ Assistance Portugal ERIC LOMBARD CEO (interim) Global Corporate Solutions EMMANUEL LÉGERON Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  20. 20. 20 Laliquotiens operatur Adrastia atque utinam semper quav ocabulo duplici etiam emesim appellamus: ius quoddam subliminis efficaci human arum. 1.9 - Governance GROUP EXECUTIVE COMMITTEE ODILE COLLIGNON Deputy Managing Director Resource Center* STÉPHANE VERMERSH Chief Financial Officer (CFO) MASSIMO MALTEMPI Chief Operational Officer (COO) CHRIS CARNICELLI Executive Vice President North America Region ANTOINE PARISI CEO (starting from the 9th september) Global Corporate Solutions EMMANUEL LÉGERON Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 THIERRY DEPOIS Executive Vice President France and Benelux Region and Managing Director of Europ Assistance France PAOLO FRAPICCINI Executive Vice President International Sales and Marketing* Italy, Germany, Switzerland, Austria, Eastern Europe Region and Managing Director of Europ Assistance Italy MANRICO IACHIA Executive Vice President Innovation and Prospective Centre* Iberian Peninsula, South America, Asia and Africa Region and Managing Director of Europ Assistance Portugal
  21. 21. 1.10 - The 3 main areas for the transformation of Europ Assistance 21 1. An extension of activities — Europ Assistance is pushing ahead with the transformation of its activities by rebalancing the business mix with the development of Health and Home & Family activities and strengthening of BtoC and BtoBtoC distribution channels. 2. A technological revolution — Geolocation, the web, smart applications, robotics, telematics, Europ Assistance is anticipating future technological and scientific breakthroughs in order to create ever more connected Care Services. 3. Greater integration — Fully integrated into Generali’s development strategy, Europ Assistance is increasing geographical, operational and business management synergies with its shareholder. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  22. 22. 22 2.0 - Europ Assistance ambition and spirit 2.1 - Accompanying the Care Revolution 2.2 - Care Services 2.3 - A strategic ambition: innovation 2.4 - An innovative brand platform 2.5 - A worldwide signature Europ Assistance Group I 2013-2014
  23. 23. 2.1 - Accompanying the Care Revolution 23 — 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 Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014
  24. 24. 2.2 – A strong concept: Care Services 24 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 — Arising from Europ Assistance’s vision, observation of changing living conditions around the world and innovation capacities, Care Services continuously push the envelope to meet our customers’ needs for safety, peace of mind and serenity. We provide personalised assistance and support, in daily life and in exceptional situations, for all of life’s circumstances.
  25. 25. 2.3 - Our ambition: to become the most innovative group in the Care Services sector by 2015 25 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 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.
  26. 26. 2.3 - Our ambition: to become the most innovative group in the Care Services sector by 2015 26 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 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.
  27. 27. 2.4 - A brand platform turned round to the future 27 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 A vision In a global environment, marked by profound changes in both society and technology, improving people’s life quality and well-being means having access to local, human, personalized services. A mission Europ Assistance undertakes to be with its customers at all times, offering personalized prevention and assistance in Health, Home & Family, and in mobility all over the world. An ambition To build the most innovative brand in the Care Services sector by 2015
  28. 28. 2.4 - A worldwide signature 28 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 A VISION A MISSION AN AMBITION A signature « you live we care » which highlights the brand in a unique way among its 300 million customers and 425,000 listed service providers which states the worldwide dimension both of the Group and the Europ Assistance Brand in English only*, in all subsidiaries and on all five continents. * Except legal requirements Europ Assistance is the first assistance brand mentioned by the French, Belgians and Italians among all assistance brands. France 73% 26%* Aided brand awareness Spontaneous brand aweareness Belgium 84% 25%** Aided brand awareness Spontaneous brand aweareness Italy 52% 25%*** Aided brand awareness Spontaneous brand aweareness Sources : *TNS Sofres (September 2012), ** Ipsos (March 2013), *** Doxa (December 2012)
  29. 29. 29 3.0 - One business: assistance 3.1 - Humanity and new technologies at the heart of Care Services 3.2 - Network steered, controlled and managed in our four business lines 3.3 - Skills with high added-value 3.4 - A new world of connected services 3.5 - Four areas of care services: travel, automotive, health, home & family Europ Assistance Group I 2013-2014
  30. 30. 3.1 - Humanity and new technologies at the heart of Care Services 30 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 Our commitment — Personalized support …  Daily support for a calmer, more flexible personal, family and professional life, Care Services have made this dream a reality. With Europ Assistance, the attentive human support draws on the amazing potential of the new technologies. To offer you the fastest and most effective solutions for every situation. — … 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.
  31. 31. 3.1 - Humanity and new technologies at the heart of Care Services 31 Throughout the world ... Thanks to our international network, we guarantee you local, human service wherever you are, 24 hours a day, 7 days a week. In an innovative way ... By integrating new technologies, remaining attentive to the way your needs evolve and developing the right tools to support you on a daily basis, Europ Assistance is inventing the personalized assistance services of the future. Responsible … Corporate Social Responsibility is fundamental to our vision. We behave responsibly with both our employees and our customers. We create more and more partnerships and local initiatives in order to defend our values, and to promote exchanges and solidarity. Personalized … Care Services incarnate a made-to-measure culture. Better than anyone else, we know your needs and are capable of developing products and services to satisfy you. Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  32. 32. 3.1 - Humanity and new technologies at the heart of Care Services We are putting all of Europ Assistance behind our Care Services. Our 8,200 employees' abilities to observe, listen, organize and innovate are mobilized in order to bring high value-added responses to our customers … 32 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 Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  33. 33. 3.1 - Humanity and new technologies at the heart of Care Services 33 425,000 listed partners — Approved and listed for their speed of reaction and the quality of their service — Present throughout the world — Capable of responding like true professionals to any situation — Subjected to quality control: field visits, supplier visits, monitoring procedures … Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  34. 34. 34  Hospitals and clinics  Paramedics  Specialists in assisting the elderly and dependent  Healthcare professionals: GPs, specialists, nurses, physiotherapists, etc.  Medical care professionals 3.2 - A network steered, controlled and managed in our four business lines  Paramedics  Private airlines  Opticians  Dentists  Doctors  Hospitals  Breakdown service providers  Tow-away service providers  Car rental companies  Chauffeurs, taxis  Hotels  Mechanics  Electricians, plumbers, glaziers  Employment support agencies  Building professionals  Childcare agencies  Specialists in family services Automotive Travel Health Home & family Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  35. 35. 3.3 - Skills with high added-value 35Europ Assistance Group I 2013-2014 The assistance representatives listen, welcome, analyze — Coordination  Implementation of the appropriate means to come to the customers' aid, via networks and teams of experts — Information  Real-time Information for customers and their close ones  Ensuring the success of the operation alongside teams on the ground and customers Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  36. 36. 3.3 - Skills with high added-value 36Europ Assistance Group I 2013-2014 — Teams of in-house experts  400 medical professionals (medical coordinators, emergency specialists, nurses  Ticketing service specialized in chartering air ambulances  Legal and tax experts  Experts in automobiles, warranty extensions and maintenance The assistance representatives rely on: — National and international networks  425,000 service providers worldwide  Medical providers  Technical providers  International network of correspondents: a local interface  Other Group companies: a system of mutual assistance Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  37. 37. 3.4 - A new world of connected services For some years now, Europ Assistance has been closely involved in the fields of vehicle telematics, geolocation and interactive telemedicine solutions. These strategic choices mean it is now carving out a leading role in connected services. 37 — Being permanently connected to our customers Having developed its first online services solutions for its travel activity in the early 2000s, Europ Assistance is now offering a digital multi-channel strategy. Each new application developed for its health, travel, automotive or home activity, each online service on its e- commerce sites provide an opportunity to respond more directly and precisely to the needs of end customers. In seconds, anywhere, at any time, they can declare a loss or incident, be located and call for help, but also be assisted by a counsellor to resolve everyday situations. — Making our processes even more efficient Innovations developed by Europ Assistance are also aimed at optimising its business model. In particular, the integration of advanced technologies makes it possible to facilitate the exchange and analysis of data from one platform to the next, to coordinate the different services remotely from one country to another and to simplify back office processes. It also contributes to large-scale deployment of local initiatives to duplicate our most innovative services from one country to the next. VIDEO A DAY IN MY CONNECTED LIFE Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  38. 38. 3.5 - Four areas of Care Services: Travel 38Europ Assistance Group I 2013-2014 A revolution in travel — Low-cost airlines, last-minute offers, all- inclusive customized packages, the rise of short stays and weekends "away from it all", online booking … it's never been easier to travel round the world. In the face of this increased mobility, we all need support and reassurance. That is why Europ Assistance has created assistance and insurance services which are perfectly adapted to our new ways of travelling. Beyond its historical know-how in repatriation for medical reasons, Europ Assistance offers its customers information and advice, health risk indicators by country, labels and badges to help locate lost luggage, cancellation, loss of luggage and multi-risk insurance, online claims declarations, "anti-surprise" rental insurance, innovative online services, mobile applications ... From when you start preparing your journey till you return home, we watch over you and your family, in order to reconcile mobility and peace of mind. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  39. 39. 3.5 - Four areas of Care Services: Travel 39Europ Assistance Group I 2013-2014 Attentive to the needs of the market — For the last 14 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. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  40. 40. 3.5 - Four areas of Care Services: Travel 40Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  41. 41. 3.5 - Four areas of Care Services: Automotive 41Europ Assistance Group I 2013-2014 A transformation in the driver- vehicle relationship … — The way people use and relate to their vehicle is changing. We are currently witnessing a boom for vehicles which consume less and pollute less, and the car is now increasingly considered to be a service. Drivers expect their vehicle brand to promote customer loyalty, and to offer them packaged assistance offers. … which implies a change in services At Europ Assistance, we believe that automobile assistance should take charge not only of the vehicle, but above all of its driver and passengers. With Care Services, we keep an eye on you and your car while you are on the road, and can instantly mobilize a top-quality network at your service to ensure your safety and well-being in any situation. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  42. 42. 3.5 - Four areas of Care Services: Automotive Always one step ahead — In 2004, Italy, Europ Assistance tested its first vehicle telematics service. In light of the promising success of this technology, which will soon be mandatory on all new vehicles (detection of an accident and automatic alert of emergency services), the Group is committed to developing new services associated with geolocation, but also creating new information transfers between the vehicle, the driver, the manufacturer, the insurer and the assistance service, etc. Traffic or weather information, personalised services on board or remotely, speed, driving behaviour ... all data which will interact to optimise journeys made by drivers, thus making their lives that much easier. 42 In keeping with this strategy, in 2013 the Europ Assistance Group acquired the CEABS company in Brazil, specialising in vehicle telematics Groupe Europ Assistance I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  43. 43. 3.5 - Four areas of Care Services: Automotive 43Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  44. 44. 3.5 - Four areas of Care Services: Automotive 44Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  45. 45. 3.5 - Four areas of Care Services: Health 45Europ Assistance Group I 2013-2014 Health support: a growing need — Today more than ever, people are looking for support in matters of healthcare. Online access to medical information, increasing demands regarding quality of healthcare, more and more specialists… we want to be sure of our sanitary and psychological well-being throughout our lives. It's a particularly crucial challenge in a world where life expectancy is continuing to increase. By making assistance services possible on both one-off and long-term bases, Europ Assistance is revolutionizing the Care world. Thanks to technological innovation associated with a strong human presence, we take daily care of your health and the health of your loved ones. With Care Services, Europ Assistance meets the challenges of healthcare and dependence, with personalized solutions for medical care, monitoring or teleassistance. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  46. 46. 3.5 - Four areas of Care Services: Health 46Europ Assistance Group I 2013-2014 Attentive to the needs of the market — The “Baromètre Santé et Société” (Health & Society Survey) performed at the initiative of Europ Assistance over the last 7 years by the French company CSA, makes it possible to annually review the practices, expectations and concerns of citizens from 9 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. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  47. 47. 3.5 - Four areas of Care Services: Health 47Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  48. 48. 3.5 - Four areas of Care Services: Health 48Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  49. 49. 3.5 - Four areas of Care Services: Home & Family 49Europ Assistance Group I 2013-2014 Rising mobility, increasing urbanization… — In an increasingly mobile urban world, where you have to juggle between work, transport and family life, ultra-responsive support services have become indispensable. That is why Europ Assistance has invented the home services of the future. Personalized assistance and prevention services to ensure your peace of mind on a daily basis, and let you devote your spare time to your loved ones and your leisure activities. Babysitting, additional schooling, lost key insurance, support to elderly and dependent people to help them remain at home, boiler and large domestic appliance repairs, legal assistance … Through these local, personalized, innovative support services, we keep watch over your family and your home, to make your daily life easier and less wearing. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  50. 50. 3.5 - Four areas of Care Services: Home & Family 50Europ Assistance Group I 2013-2014 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  51. 51. 51 4.0 - A culture of responsibility 4.1 - CSR strategy: "the social footprint” 4.2 - Creating a "positive social footprint” 4.3 - Common values 4.4 - Initiatives for charity Europ Assistance Group I 2013-2014
  52. 52. 4.1 - CSR strategy: “the social footprint" 52 Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Europ Assistance Group I 2013-2014 Corporate Social Responsibility (CSR) is an essential lever for our development strategy. — In line with its pioneering spirit, Europ Assistance was the first international player in the sector to commit to a CSR strategy. Today, the Group’s development is inseparable from its social project, and links directly to its history, its areas of business and its values. Europ Assistance has chosen to develop the “social footprint” label, which now encompasses all Group initiatives in this area, in order to affirm Europ Assistance's status as a responsible company on both social and civic levels, and to promote its global commitments and local initiatives in the field of CSR.
  53. 53. 4.2 - Creating a "positive social footprint" 53Europ Assistance Group I 2013-2014 What is the company's "positive social footprint"? — It is based on a conviction: companies today can no longer view their growth and performance criteria in the short term: they must consider them in a long-term perspective. And they can no longer ignore the impact which their activity has on society: they must take ownership of any negative external impact which they may generate. Sustainable profit is only possible if it creates for the company's internal and external ecosystem as a whole. Just like the carbon footprint, it is also a company's responsibility to be capable of measuring the social and civic impact of its activities on the ecosystem in the long term and in its entirety, on a regional, national or worldwide scale. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  54. 54. 4.2 - Creating a "positive social footprint" 54Europ Assistance Group I 2013-2014 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 Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  55. 55. 4.2 - Creating a "positive social footprint" 55Europ Assistance Group I 2013-2014 Europ Assistance Group and Ashoka — In 2010 Europ Assistance made a commitment alongside Ashoka to back social entrepreneurship throughout the world. — Through this strategic partnership with the biggest association in its field, Europ Assistance Group, which has made social entrepreneurship its major commitment in terms of social and civic responsibility, intends to contribute directly to the structuring and developing of the social entrepreneurship model worldwide, as it considers it to be a fundamental lever for bringing tangible responses to the challenges of contemporary society. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  56. 56. 4.3 - Common values 56Europ Assistance Group I 2013-2014 These are the values shared by the 8,200 employees in 44 companies and branches of Europ Assistance Group in 33 countries. Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility Values which clearly convey the Vision, Mission and values of the Generali Group, its shareholder from the very outset. Creation of value Pioneering spirit Integrity Commitment to the clients Team performance Values which convey all of the commitment and uniqueness of a profession which it itself invented over 50 years ago. Values which are indispensable for an activity where human and ethical dimensions play a key role in satisfying its 300 million customers worldwide.
  57. 57. 4.4 - Initiatives for charity 57Europ Assistance Group I 2013-2014 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. Europ Assistance - GCS (Global Corporate Solutions) division has signed a partnership with AMREF, an association which is well-known for its "Flying doctor" air ambulance service which acts on behalf of health development in Africa. Employee mobilization on behalf of families suffering from AIDS (Europ Assistance South Africa) Some examples: Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
  58. 58. 4.4 - Initiatives for charity 58Europ Assistance Group I 2013-2014 Partner of MSF (Médecins sans frontières) to organize fundraising from the assistance platforms (Europ Assistance Austria) Support for the Second Chance Foundation, to sponsor individuals aged 18- 60 who have suffered major difficulties in life but show strong motivation to move forward (Europ Assistance France) Cooperation agreement with the “Elpida Centre for Senior Citizens”, an activity and social centre in Prague which helps elderly people enjoy an active life. (Europ Assistance Czech Republic) Partnership with « Aiutare i bambini », an association which acts to build day-care centres for children from underprivilieged Italian families (Europ Assistance Italy) Some examples: Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility

×