Annual report 2011

Landmarks 2010-2011
Repères
2010-2011
www.europ-assistance.com

Taking care of you...
Without you noticing...
To anticipate your needs,
Europ Assistance creates new
services every day for you,
for your home, for your
health and that of your
family, and for your travel
and holidays. Services that
are increasingly more local,
more personalized and more
accessible.
For more information, visit

1 Profile 18 Our business
20 Travel
22 Automotive

2 Message from
the Chairman and CEO
24
26
Health
Home & Family

4 2010 key figures 28 The Group in 2010
28 People and management

8 Care Services
30 Organization
32 Social responsibility

From emergency assistance to Care Services
Everywhere in the world, men and women are faced with unprecedented
levels of change. The effects of globalization, increasing urbanization, the constant
development of new technologies and longer life expectancy are all having
a major impact on our lifestyles and consumption patterns. At the same time,
economic change and climate change are making our world a more
uncertain place.
Life has never been a bed of roses. But today, you have the contradictory
impression that things are easier, yet at the same time more complex and more
uncertain. You feel the need to be heard, supported and reassured, in your
personal and family life as well as in your professional activities, your travel
and holidays.
The Europ Assistance Group is a global operator in personal assistance services
in the areas of health, home, family, automotive and travel. Our business is to be
there for you at all times, working effectively by your side, in everyday life and
in exceptional circumstances, to make your life easier, safer and more enjoyable.

Landmarks 2010-2011 1

Message from the Chairman and CEO

A sustainable business model
Europ Assistance Group occupies a prime position in its sector 2011 has begun in different circumstances, within an economic and
and in the global arena, and is asserting its status as the brand financial environment which is uncertain worldwide and in decline
of choice in Care Services. in Europe. The world is evolving, society is experiencing major
change, and there is a high demand for value-added, personalized
In 2010 several important milestones in our development were services. Europ Assistance is adapting in order to make the most
passed: the opening of a new subsidiary in Turkey, the takeover of these changes by re-balancing its portfolio of activities and
in France of Océalis, a company providing remote support for the locations, developing its distribution models and accelerating its
elderly, thereby consolidating Europ Assistance’s position in that development in services for daily life.
sector, the creation of First Selected Green Network, the first
network of approved eco-responsible service providers, and the Our ambition is to become the most innovative player in the
launch of several iPhone® apps and the Docticare web portal for Care Services sector, wherever we are present in the world, in order
daily health services. to facilitate our customers’ daily life and mobility.

The Group has also launched its new signature, “You live we care”,
which embodies the Europ Assistance brand’s new promise to
support our customers in every aspect of their lives, in daily life Claude Tendil Martin Vial
and exceptional circumstances, throughout the world. Chairman of the Supervisory Board Chief Executive Officer


Solidity in Europe, 1,288
1,386
42

strong growth in
39

emerging countries
2009 2010 2009 2010
ConsoLidAtEd REvEnuE opERAting inComE
In e million In e million

In 2010, the Group posted an increase in sales of nearly
8%, higher than in 2009 (6.6%). Despite very weak
economic growth in Europe (1% in the EU), Europ Assistance
42% Automotive
has consolidated its positions, especially in France, Belgium 32% Travel
15% Health
and Portugal, and is benefiting from the robust health 10% Home & Family
1% Other
of emerging markets in India, China and South America,
where it has seen record rises, for example in Brazil,
which registered growth of 58%.
REvEnuE by businEss LinE
(as a % of revenues)

Consolidated revenue Revenue outside France

E1,386 m 74% 4,610,374
943,768
1,116,653
Automotive
Travel
Health
658,379 Home & Family
Operating income Shareholders’ equity 4,443,872 Other

E39 m E216 m
numbER of CARE sERviCEs
intERvEntions

4 Europ Assistance

Key events
7,000
employees
Opening of a new Europ Assistance in Turkey Opening
in São Paulo
4,300 In May 2010 the Europ Assistance group opens a new
company in Turkey. Being to 100% in group possession, On 22 March 2011, Europ
assistance the new branch office is located in the modern centre of Assistance Brazil opened its
representatives Istanbul and provides service for all the branches as new sales agency in São Paulo.
travel, health, automotive and home. The 24/7 call The opening is a sign
centre answers more than 20,000 inbound calls and
400 services over 7,000 cases per month. Just prior to its first
of the strong development
of the company, which posted
healthcare anniversary, Europ Assistance Turkey achieved the fifth unprecedented growth.
professionals rank in the Turkish assistance market and employs
50 employees today.

420,000
listed partners

300 million www.docticare.it
customers covered Health and web services portal One Group, one brand,
by Europ Assistance, In September 2010, Europ Assistance launched one global signature
either directly or www.docticare.it, a health portal which provides
Since 8 December 2010, the signature “You live we care” has been
via its partners access to a wide range of health information,
deployed alongside the Europ Assistance logo in the 38 countries
personalized services for preventive healthcare and
where the Group operates. This followed the decision by Europ
the management of medical data, and offers high
58.2 million added value web services, including forums, an atlas
and medical dictionary, advice for emergencies and
Assistance to apply its promise under a single brand name to its 300
million end users, its key accounts and its network of 420,000
calls handled approved partners. The promise is in English, the most widely used
safety, and interactive applications. The personal
by our assistance space allows users to create and update their medical
language on the five continents where the Group operates.
representatives files online or manage, download or print their Launched as part of its new 2011-2015 road map which aims to
clinical passports in several languages. make Europ Assistance the most innovative Group in its sector, “You
live we care” encapsulates its core business: devising Care Services,
11.8 million a new generation of personalized assistance services to support
interventions consumers in every situation, whether on an occasional or ongoing
carried out basis, in exceptional circumstances or in daily life.


80
On the back of Care Services companies and
branches in 38 countries
Angola, Argentina, Austria, Bahamas,
Led by global demand in both rich and emerging countries, the Group once again Belgium, Brazil, Cameroon, Canada, Chad,
Chile, China, Congo, Czech Republic, France,
extended its vast, worldwide network this year. French Polynesia, Germany, Greece, Hungary,
India, Ireland, Italy, Libya, Luxembourg,
Nigeria, Netherlands, Poland, Portugal,
Romania, Russia, Serbia, Singapore,
South Africa, Spain, Switzerland, Tunisia,
Turkey, United Kingdom, United States.

208
countries
covered by our
representatives

148
countries where
Europ Assistance
intervened in 2010

40
customer
assistance centres
Angers, Arnhem (Netherlands), Athens,
Badajoz (Spain), Bangkok, Barcelona, Beijing,
Brussels, Budapest, Buenos Aires, Deventer
(Netherlands), Fort Lauderdale (US), Geneva,
Istanbul, Johannesburg, Le Mans (France),
Lisbon, London, Madrid, Milan, Moscow,
Mumbai, Munich, Navan (Ireland), Papeete,
Paris, Prague, Rende (Italy), Rostock
(Germany), San Diego, Santiago (Chile), São
Paulo, Shanghai, Singapore, Toronto, Tunis,
Vienna, Warsaw, Washington DC, Zurich.

2
Subsidiaries
Customer Assistance Centres
Correspondent offices
calls handled per
second around the
world

1
intervention every
2 seconds
6 Europ Assistance

Key events
15th anniversary
of Europ Assistance Poland Europ Assistance Czech Republic
leads the way in Travel
In 2011, Europ Assistance Poland celebrates its
fifteenth anniversary. Fifteen years of In 2010, Europ Assistance became the market
uninterrupted growth which have made it one leader in the travel assistance sector in the Czech
of Poland’s leading assistance companies. Republic, with more than 28% of the market.

Acquisition of a majority shareholding
Region 1 in EAP and Bien-Être Assistance
Italy, Germany,
Switzerland, Austria Europ Assistance France finalizes with Malakoff
Médéric the acquisition of the shares held by Edenred
(Accor) in EAP and Bien-Être Assistance. Following this
Region 2 transaction, the two companies, EAP and Bien-Être
France, Benelux,
North America
Assistance, are now 51% owned by Europ Assistance
France and 49% owned by Malakoff Médéric.

Region 3
United Kingdom,
North, Central and EA-live:
Eastern Europe, internal information and social network
Middle East, Asia Since the end of 2010, the 7,000 employees of Europ Assistance around New operational centre
and Oceania the world have been able to connect online via EA-live, the Group’s
in Spain
internal information platform. An interactive hub of internal information,
the website is in French and English and offers all the latest news on the On 16 February, Europ Assistance Spain opened a
Group and its subsidiaries. It also provides a social network. Users can
new customer assistance centre in Badajoz, having
Region 4 create profiles and photo boards, upload photos, consult job vacancies,
participate in competitions and surveys and more. already created one there in 2007. Its strategic
Iberian peninsula, The Top Com awards, a yearly competition in France for the best position near Madrid and Lisbon has strengthened
South America and communications operations, saw the silver prize go to the website in the the synergies between the subsidiaries on the
Africa corporate multimedia section.
Iberian peninsula.

15th anniversary
of Europ Assistance Brazil
The Brazilian company, which pioneered emergency
assistance in Brazil and is now market leader there,
celebrated fifteen years of activity in 2011!


For nearly 50 years, Europ Assistance has been developing assistance activities
by understanding the needs and expectations of its millions of customers
around the world. We are constantly creating new services that make life easier,
safer, more enjoyable and more people-focused.
Care Services from Europ Assistance are a new generation of personalized
assistance services to support people and their families in every situation,
whether on an occasional or permanent basis, in exceptional circumstances
or in daily life. We mobilize our teams, our organization and new technologies
to offer customers innovative, well thought-out, concrete and practical services,
as locally as possible.
We invite you to discover our services, and share the experience of our
customers through four short stories. Their experience could be yours...
You live… we care.


With Trip OrganizerTM
on my iPhone®, I am
completely relaxed about
travelling... even before
leaving home!
My name is Léa. At work, I’m a real go-getter. But in my personal life, it’s
the complete opposite. I don’t like to complicate things, I just like to do
what I want. And what I love to do is get away. What I really love are
last-minute trips, getting away on a Friday afternoon and just
improvising. Goodbye work, hello freedom! Of course, it means I
sometimes have my head in the clouds and organization is not my strong
point. So I’ve had my fair share of bad luck in the past. But now I have
my iPhone®! I’ve downloaded a great app, Trip Organizer™. With a name
like that, it was made for me.
discover the story of Léa and trip organizer™
at www.europ-assistance.com

10 Europ Assistance

Europ Assistance Care Services allows you to travel
with complete peace of mind by helping you
throughout, from planning your trip to returning back
home, offering information, advice and online
services to prepare for and make the most of your
holiday, health risk indicators, tailored insurance
cover, retrieval of lost luggage, an electronic folder
for your documents and declaration of incidents
online. And if that is not enough, we will send our
people to you, in situ, to help you.
To find out more about Europ Assistance Mobile Care Services,
visit www.europ-assistance.com


Brazil is a big place...
I am very small,
but I have magic powers
My name is Ana and I live in Brazil. Well, when I say I live there, it’s not
strictly true. I’m always in my car. Between my daughters’ school, their
dance classes, my workplace, my friends and home, I travel many
kilometres in my car, nearly every day, and in all types of weather. Brazil
is a big place and I often feel very small here. There are some times and
places where you really don’t want to break down. I’d guessed that my
little old car had already thought about it sometimes, but I didn’t think it
would happen right then, visiting friends for the first time, with my
children, on a road I didn’t know.
I went into a complete panic, until I remembered my Europ Assistance
breakdown cover. I called from my cellphone and an assistance specialist
was onto my case immediately. Using GPS technology, Europ Assistance
minimized my waiting time by rapidly dispatching the closest available
repairman in the region, and because he had accurate directions, he was
able to locate me easily. I hardly saw the time go by.
Since then, I’ve felt as if I have magic powers!
Hear about Ana’s experience and our geolocation
and breakdown recovery services at www.europ-assistance.com

12 Europ Assistance

At Europ Assistance, Care Services means looking after you and your vehicle.
With Europ Assistance’s breakdown cover, a team of experts is mobilized on
your behalf wherever you may be. From when the problem comes up until it is
resolved, your Europ Assistance advisor supervises the operation and
coordinates it. Depending on the information which you give, Europ Assistance
will determine whether the breakdown can be repaired directly where you are,
and can even send a repairman on a motorbike to intervene on the spot.
You can drive off and hardly be late at your destination: a team of experts looks
after everything while you’re on the road.
To find out more about our Automotive Care Services, MyMobility
and geolocation, visit www.europ-assistance.com


Just because I’m a bit
of a tomboy, it doesn’t
mean I don’t like being
treated well...
My name is Nathalie and I live in Brussels. That day, I was supposed to be
hurtling along forest tracks on my mountain bike in Brabant, with my
boyfriend Philippe struggling to keep up. I started out pretty well, though
it’s a bit different from skiing. On Saturday evening, I was handling the
bike well enough to do some pretty nifty yet controlled skids and I was
quite proud of myself for a beginner. So I got a bit cocky, taking my
handlebar in just my right hand so I could wave at Philippe when I
overtook him and then everything turned upside-down and I was flat on
the ground with a horrendous pain in my leg, in fact I was hurting all over.
And that was the end of my biking weekend! I went home after a trip to
the hospital. I suppose it could have been worse and to be honest, it
wasn’t all that unpleasant... I’m not really one for holing up or being
pampered, but here I am, just like being in a hotel, only better. I can work
from home on my computer and my Europ Assistance care manager does
everything possible to help...
to find out more about nathalie’s story,

14 Europ Assistance

On the day she returned home from hospital, Nathalie
was visited by a Care Manager from Europ Assistance,
who put together a tailored package of services Nathalie
needed in order to continue with her normal life at home,
on crutches: travel arrangements for her check-ups with
the doctor, household chores, shopping delivered at home
and even a hot meal for that evening. This is because
Nathalie had taken out Comfortlife cover, a tailored Health
care service provided in the home, which helped make up
for the abrupt ending to her weekend. We organized
domestic and administrative tasks to help Nathalie to
continue to live independently and easily at home, until
she was ready to launch herself back into life at top
speed, as is her way.
To find out more about Comfortlife and our Health Care Services,


I enjoy always being
connected, with the
peace of mind that my
information is protected
wherever I am, whatever
computer I use.
I’m Paul and I’m an R&D engineer with an industrial group. I am always
on the go, whether it’s traveling for work or staying active in my personal
life. Being connected wherever I am is important to me and so is the
privacy of my information – whether I’m using my laptop at home or
using an Internet café while traveling for work there’s no way I’m going
to leave myself open to hackers or phishing scams. I protect myself with
the Online Data Protection Suite, a Europ Assistance service that protects
my data from attacks that might go undetected by my antivirus software.
With the Online Data Protection Suite on my computer and my Mobile
Data Protection USB stick in my bag when I’m on the road, I can be sure
my data is safe in all situations. I am happy, my colleagues can sleep at
night and my bank loves it!
Hear about paul’s experience and find out about our personal data protection
services at www.europassistance-usa.com/dataprotection/index.html

16 Europ Assistance

With Care Services, Europ Assistance provides you with a range of
personalized services on an occasional or ongoing basis, to make
your life easier. Every day, we find ways to make life easier for
customers, like you, who juggle work, travel and family
commitments. We offer solutions for personal data protection,
childcare, additional schooling, home repairs and services, assistance
for the elderly or dependent, legal assistance and more.
To find out how to make your life easier,


New technologies are constantly
expanding the scope of what is
possible, with the Internet and
mobile technologies, artificial
intelligence and robotics,
nanotechnologies, biotechnologies
and intelligent buildings. By using the
best technologies and the capabilities
of our teams to help people, we
provide ever more local and more
personalized, affordable and
accessible services.

Innovation
and people
are at the heart
of our activities

18 Europ Assistance

Technological and scientific revolutions, combined with our ability to
innovate with new products and new service concepts, are speeding up
the development of our activities.
The Care Revolution is underway. Everywhere in the world, there is a
burgeoning demand for personalized information, accident-prevention,
protection and support services. Our activities, which help people in
different areas of their professional, personal and family lives, are a perfect
reflection of these changes. Today, our services have become a strategic
component of financing, insurance, welfare and travel offers.
Europ Assistance is supporting this revolution by creating and
delivering concrete, personalized and accessible solutions to the greatest
number of people, focused around a vision of assistance that creates
value, where responsibility drives long-term growth.


Travel
In 2010, the Group’s Travel
activities suffered from the
repercussions of extreme
weather, while the volcanic
eruption in Iceland slowed the
recovery in Europe. After two
difficult years, the tourism market
is gradually recovering, although
the international environment
remains unfavourable, with
difficult weather and political
unrest.
Against this background,
inventive, imaginative solutions
are more important than ever,
and Care Services are
demonstrating their importance in
travel and tourism offers.
Continuing growth in online
bookings and the use of new
media offers new opportunities
every day...

20 Europ Assistance

DOS AND DON’TS: TRAVEl
AND CUlTURAl TIPS ON IPHONE®
EuRop AssistAnCE bELgium The Dos & Don’ts app from Europ Assistance helps nEtgLobERs nEws
NoGo: covering all eventualities travellers avoid cultural clangers. It is a good illustration And mAg
of the concept of Care in the area of travel and of
Having already won twice in its previous incarnation, as the “best The Europ Assistance community website,
respect for cultural differences.
annual travel cancellation insurance” in the Decavi awards for the which provides information and services for
best products sold in Belgium, NoGo travel cancellation insurance holiday-makers, has expanded its News
from Europ Assistance is now even better than before. The new section for each individual country to cover
EuRop AssistAnCE itALiA
version, updated in April 2011, offers greater cover for travel rapidly evolving situations relating to politics,
cancellation, alteration and compensation (refunds for days not Alitalia goes “all-inclusive” weather, culture and sport, security and
used by the customer). The policy covers health problems, In January 2011, Europ Assistance Italy and Alitalia sign a anything that might be useful for their travels.
redundancy, a summons to work, a new job contract and damage two-year agreement on a new travel insurance policy called Plus there is the Magazine section, published
in the home, in addition to exceptional circumstances like divorce, “Alitalia all-inclusive” that can be taken out via the airline every fortnight, which offers travel tips
visa rejection, etc. company’s website. and advice.
EuRop AssistAnCE fRAnCE EuRop AssistAnCE AustRiA
Reversible holidays Theft insurance... and cover for related costs
A case of “force majeure”? Europ Assistance France has introduced At the beginning of 2011, Europ Assistance Austria launched
its “spoiled holidays” cover for travellers before departure and “Absence-Assistant”, packaged in a product of it´s partner and
while on holiday, in case of a major event such as a general strike, travel insurer Europäische Reiseversicherung. It is the world’s
first travel insurance product that refunds holiday-makers
riot, terrorism or natural catastrophe in the destination country,
for costs related to a theft in their absence, such as interrupted
which affects the holiday. This new cover, which is in addition to holidays, small repairs and surveillance, in addition to the
the cover for “travel cancellation” and “impossible departure or emergency assistance services and independent of its Home
return”, provides support for our partners in the tourism industry insurance policies. This service, sold through the leading
and reassures customers that they will not lose the cost of their bookings networks Amadeus and Travi Austria, has given
holiday, so they can look forward to it with confidence. Europ Assistance Austria a definitive foothold on the B2C travel
insurance market.
35,000
EuRop AssistAnCE usA plane tickets
How do you say aspirin in India? Europeans reawaken their appetite for holidays to repatriate our customers
Did you know that brand name medications are often sold under The results of the eleventh Ipsos-Europ Assistance survey on the
different names in different countries? With the Drug Translation intentions and concerns regarding holidays among Europeans 61%
tool, developed by Europ Assistance USA, customers don’t have to show that morale is returning. On holiday, the biggest concern of Europeans say relaxation
worry about finding the right medication while traveling. Travelers for Europeans is health, at 69%, just ahead of car breakdowns. was their primary objective
can enter the name of a drug or its generic equivalent into the As for activities, relaxation and peaceful surroundings remain for the summer holiday
tool and get the name of the local version in 114 countries. the top priority. In terms of budget, this has increased by 3%

Partnership with Reliable life
compared to 2010. The Internet has consolidated its lead as the
place to obtain information and make bookings and the use of
47%
In April 2010, Europ Assistance USA signed a major agreement on smartphones is spreading: more than a third of Europeans now of Europeans plan to spend
their holiday in their own country
travel assistance and concierge services with Reliable Life, one of require new services such as practical information, useful phone
(60-70% of Italians, French
the biggest private label travel insurers in Canada, and a key numbers, conversation guides and customer assistance centres and Spanish)
travel insurance player in the United States. to help them during their holiday.

To find out more about
Travel Care Services, visit


Automotive
Europ Assistance is consolidating
and pursuing its growth
in automotive Care Services
by offering a more global,
more personalized roadside
assistance to its partners in car
manufacturing, rentals, repairs
and after-sales, as well as
insurance companies. It has a
single objective: to look after
motorists and their vehicles
by mobilizing the intervention
capacities of an exceptional
network, and the performance
of telecommunications
technologies.

22 Europ Assistance

mymobiLity: LEts otHERs know wHERE TRAINING AND
you ARE, LEts you know wHAt’s HAppEning CERTIFICATION FOR
The iPhone® app MyMobility offers geolocation assistance, with rapid “ElECTRIC VEHIClE REPAIR”
breakdown recovery and related services for motorists: connection to After mobilizing its network of service
emergency services, management of roadside assistance. With its intuitive, providers around environmental issues and
ergonomic design, MyMobility provides valuable support on the road and creating Europ Assistance First Selected
on the move, in daily life and in exceptional circumstances. Green Network, the Europ Assistance Group
is pursuing its sustainable development
strategy by offering training in electric
vehicle repair for its network of mechanics
in five European countries, in partnership
with Dekra Industrial, a European leader
EuRop AssistAnCE gREECE iCARE in training. Electric vehicle training and
Roadside assistance under the Europ Assistance name Icare consolidates its leadership in France certification is available in France, Italy, Spain,
In January 2011, Europ Assistance Greece decided to develop its on mechanical breakdown warranty market Germany and Belgium and will be rolled out
own roadside assistance fleet under the Europ Assistance brand Icare strengthens its position on its market, notably by renewing a across Europe in 2011. A dedicated website
name, to offer roadside assistance services that closely reflect Framework agreement with Citroen and Credipar concerning the has been created by Europ Assistance
the needs of the local environment. VO (used vehicles) Citroen selects label and services associated and Dekra to provide mechanics with the
with financing. Other notable successes: new contracts on necessary information and to allow them
EuRop AssistAnCE itALiA to sign up for training.
mechanical warranties are won with Honda, Peugeot scooters
Clear roadside assistance via Smartphone and iPhone® and the mutual insurance companies AREAS and MAPA for the
Roadside Assistant is the name of the new Europ Assistance insured vehicles. New maintenance contracts are also signed with
Italy application for Smartphones and iPhones, used to request Honda. For the first, ICARE launches a partnership with Autoscout
immediate assistance with no calling to the operator and
receive real-time information on waiting times.
24 to start e-warranty business for the B2C market. 3.5 million
EuRop AssistAnCE fRAnCE private cars registered
Roadside assistance agreement with Hyundai in Italy launches i-dep’ mobile in China in just the first quarter
2010 (up 76.3%)
Europ Assistance Italy and Hyundai Motor Company Italy sign an Having had access since 2007 to the i-dep’ extranet, which
agreement to supply European roadside assistance to the Italian automates every stage in the management of motorists whose
customers during the five-year automaker‘s warranty period. car has broken down, mechanics in the Europ Assistance France 3.1 million
network can now use the mobile version of this motorists have received
EuRop AssistAnCE poLAnd
high-performance platform. assistance from Europ Assistance
What does assistance mean to you? worldwide.
It can be used to send specific job information to the mechanic
Every year, Europ Assistance Poland questions Polish
out on call, while Europ Assistance can use it to monitor the
consumers on how they perceive assistance services: changes
different stages of the intervention, with information on the
in assistance awareness, as well as the manner and frequency
type of job, geolocation, etc. It was specially designed to be To find out more about
of use of those services. It is the only survey of this kind in Automotive Care Services, visit
used by a fleet of mobile mechanics, one of whom receives job
Poland, that offers an invaluable source of information on www.europ-assistance.com
details from Europ Assistance and then forwards them to the
trends on the assistance market, and by association, the
entire fleet. Another advantage is that once the job is accepted
automotive market.
by the mechanic, the app operates even when the GSM
network is not available.


Health
The exponential growth in scientific
knowledge and the use of new
technologies in medical
interventions, the increased
demand for safety, and greater
involvement of patients themselves
are necessitating the review of the
organization of health systems and
are resulting in new activities in
the area of e-health.
Europ Assistance is leading the way
in monitoring technological
developments and considering
future solutions in partnership with
health professionals and welfare
bodies, capitalizing on the expertise
of its subsidiaries.
A new generation of collaborative
medicine is taking shape, whereby
electronic data transmission
(sensors that monitor physiological
data, or falls, for example;
electronic control boxes) and new
roles in healthcare (medical
assistants, care coordinators, etc.)
are radically changing practices.
Telemedicine, remote assistance,
medical/social coordination,
monitoring of chronic illnesses
and support for patients just out
of hospital are all areas where
technologies inform and
communicate the very personal
interventions of various healthcare
players.

24 Europ Assistance

EuRop AssistAnCE iHs EuRop AssistAnCE itALiA
Health on site... and online Progetto Servizi
Drawing on its experience in health solutions for the oil and gas, On April 2011, Europ Assistance Italy launches the new
mining, engineering and construction industries worldwide, the “Progetto Servizi” offer. All the customers, even without having
Group’s International Health Solutions (IHS) division has subscribed an insurance Policy with the Company, can call a free
expanded its offer and launched a new website. Visit number to receive a wide range of assistance services focused CERCLE sAnté-EuRop
www.ea-ihs.com for all the latest news on this division. on healthcare and home repairs, such as doctors, AssistAnCE CHAm 2011
physiotherapists, hydraulics, locksmiths and so on.
Strategic partnership between Europ Assistance IHS After the phone call, they receive directly at home the type of
suRvEy
and Drum Cussac assistance they need by paying only the single service chosen. Carried out by the CSA Institute, the fifth Cercle
Europ Assistance IHS (EA IHS) and Drum Cussac, a world leading Santé-Europ Assistance survey on the practices,
EuRop AssistAnCE poRtugAL expectations and concerns of Europeans in terms
security consultancy, have entered a new strategic partnership,
adding security services to EA IHS’ service offering. This Teleassistance: remote assistance in Portugal of health issues, was presented to economists
partnership goes beyond a simple and traditional out-sourced In partnership with Portugal Telecom, Europ Assistance Portugal and health professionals on 29 September in
arrangement, and consists in sharing resources in combined has launched a new medical assistance offer: a telephone Chamonix. This survey was expanded in 2010
operations worldwide. The partnership offers international installed in the customer’s home provides a direct connection to to include the United States and Austria, bringing
institutions and corporations with complementary and the Europ Assistance call centre, 24 hours a day. By simply the number of countries it covers to ten.
comprehensive health care and security solutions. The pressing the SOS button, the customer can obtain rapid CHAM (the Convention on Health Analysis
partnership is being extended within the Group to support its assistance in case of emergency. and Management), of which the Group is a
initiative in providing global corporate solutions. longstanding member, is an excellent opportunity
EuRop AssistAnCE soutH AfRiCA
for Europ Assistance to assert its position as
EuRop AssistAnCE bELgium Health advice
a major player in the field of health
“Comfort life”: we’ll take care of everything while Based on 13 years of partnership with MTN, one of the leading (www.canalcham.fr).
you recover mobile phone operators in the market, Europ Assistance
Europ Assistance Belgium, the subsidiary leading the South Africa now offers the Personnel Health Advisor service
development of health services, now offers a full Care Services to their 18 million customers.
package to people who have become dependent for a
minimum period of four days following a sudden illness or
EuRop AssistAnCE uk
Premier Occupational Health care
400
accident, or hospitalisation for at least three days. The service healthcare professionals
includes the delivery of hot meals, medication, essential Assistance UK announces an exclusive partnership with Premier
household products, domestic help, transport for children,
pet care and adapting the home for medical purposes.
Occupational Healthcare, an established provider of quality and
affordable occupational health and wellbeing services. 1,116,653
health interventions
As well as this cover, the company, backed by Europ Assistance The combination of the strengths of Premier’s Occupational
Austria, is offering a physiotherapy service. An initial Healthcare’s expertise and Europ Assistance’s 24/7 assistance
agreement has been signed with Mensura (prevention
and protection in the workplace).
network creates a powerful presence in a growing marketplace, 6,300
enabling employers to access customized services needed to air ambulance flying hours
improve staff wellbeing, presence in the workplace, productivity
and employer health compliance.
To find out more about
Health Care Services, visit


Home
& Family
In the field of home and family,
Care Services are constantly
evolving. Whether in terms of
childcare, extra schooling,
domestic help, support with
finding or returning to work,
administrative assistance or
security and peace of mind in
everyday life, Europ Assistance
Care Services are expanding all the
time to make life safer, simpler
and easier for its customers.
In this sector, Europ Assistance’s
excellent understanding of new
requirements, and the many
partnership options open
to it—with insurance companies,
employers, energy specialists,
utility companies,
telecommunications operators and
large retailers—as well as
innovation in distribution methods,
provide endless opportunities for
our teams to create increasingly
personalized, tailored Care
Services.

26 Europ Assistance

onLinE dAtA pRotECtion:
suRf tHE intERnEt
witH pEACE of mind
Europ Assistance USA is further enhancing its
Premium Identity Theft Protection service
EuRop AssistAnCE AustRiA with an additional offer, the Data Protection
life insurance and funeral assistance Suite, which protects Internet users against
Europ Assistance has launched funeral assistance for the new password theft, keystroke capture and
life insurance cover from the Austrian group Bawag PSK misuse of confidential data online. Unlike
Versicherung, a leading player in bancassurance and postal antivirus and firewall software, which protect
services. the user’s computer, Data Protection Suite
The cover, which includes funeral costs, organization, legal protects data against malicious software not
advice and psychological support, will be sold through the detected by conventional solutions. For more
client’s network of more than 500 bank branches and post information on this new product,
offices. visit http://www.europassistance-usa.com/
dataprotection/index.html
EuRop AssistAnCE bELgium
“House Assist” for home owners
At the beginning of 2011, Europ Assistance Belgium reached an
agreement with the Syndicat National des Propriétaires
(National Association of Homeowners), which defends the rights
National Home Services (NHS), a rapidly expanding company in
Canada. Europ Assistance will provide the customers of NHS 420,000
of owners, co-owners and tenants in Belgium, to provide its with around-the-clock emergency assistance and access to its listed partners
25,000 members with its House Assist cover (planning, network of approved service providers, every day of the year.
surveillance, water damage, etc.).
EuRop AssistAnCE poRtugAL 658,379
EuRop AssistAnCE CAnAdA Home assistance in Portugal Home & Family
moves into home assistance in Ontario The Portuguese company has developed a new home interventions
The Canadian company is launching a full programme of home assistance offer for Logo, a low-cost online insurance company,
assistance services designed to help people facing the high with a full range of cover available in two versions: standard
costs and difficulties associated with the emergency repair of and VIP. It can also send out qualified home protection To find out more about
home appliances and equipment. To meet these needs, Europ personnel or arrange storage facilities. Home & Family Care Services, visit
Assistance Canada has approved and trained a network of www.europ-assistance.com
qualified service technicians in Ontario to cover the full range of EuRop AssistAnCE soutH AfRiCA
home appliances and systems: heating, air conditioning, launches its first B2C offer
plumbing, electricity, electrical appliances, etc. By simply Europ Assistance South Africa launches Kudough, an online
contacting the call centre, the customer can access the network service helping people to manage their personal loans. Scored
and obtain the necessary emergency repair services and the on a scale from A+ (the highest score) to F (for people in
associated costs will be covered. financial difficulty requiring professional help to regain stability),
the customer is better able to understand their position and
Agreement with NHS therefore to manage and reduce their debt and also improve
Europ Assistance Canada (CMN) has reached a distribution their ability to negotiate with banks and other credit providers.
agreement for its home services insurance products with


Group
Executive
Committee
Front row (right to left):
Claude Tendil
Chairman
of the Supervisory Board
Martin Vial
CEO
Odile Collignon
Deputy Managing Director
Resources Centre

Second row (right to left):
Patrick leroy
Executive Vice-President
Sales and international
Health activities
Region UK, Northern, Central
and Eastern Europe, Middle East,
Asia and Oceania
Paolo Frapiccini
Marketing and international Sales
Region Italy, Germany,
Switzerland, Austria

Third row (right to left):
Thierry Depois
Reengineering, Operations
and Information Systems
Region France
Benelux countries
North America
Manrico Iachia
Innovation and Prospective
Region Iberian Peninsula,
South America and Africa.

28 Europ Assistance

Strengthened governance
Europ Assistance’s ambition is to become the most innovative company in its sector by 2015, in every
country where it is present. The Group’s roadmap aims to stimulate innovation, accelerate the development
of new activities, make better use of new B2B2C, B2C and Internet distribution channels, and enhance
its human resources management and its support for subsidiaries in high-potential territories.
The global management of the brand and its positioning is also a priority. The Executive Committee
has been constituted in order to respect this roadmap as closely as possible.

Group Executive Committee

Martin Vial
Chief Executive Officer

Odile Collignon Thierry Depois Paolo Frapiccini Manrico Iachia Patrick leroy
Deputy Managing Director Executive Vice-President Executive Vice-President Executive Vice-President Executive Vice-President

Resources Centre* Reengineering, Operations Marketing Innovation Sales and International
and Information Systems* and International Sales* and Prospective* Health activities*
Region France Region Italy, Germany, Region Iberian Peninsula, Region UK, Northern,
Benelux countries Switzerland, Austria South America Central and Eastern Europe,
North America and Africa Middle East, Asia and
Oceania

* Group transversal functions.


Simplified Group structure
at 31 December 2010

Groupe Generali 99,98 % Europ Assistance Holding

Europ Assistance 56%
Argentina

Icare Group 100% Europ Assistance 100% Europ Assistance 53% Europ Assistance 50 %
France Portugal Brazil
Europ Assistance Océalis 65%
Tchad Branch Europ Assistance 51%
Europ Assistance 100% Europ Assistance Branch Europ Assistance 100% Chile
Europ Assistance 100% IHS Services Greece Czech Republic
Bahamas
Europ Assistance 61% Europ Assistance 74% Europ Assistance 100%
Europ Assistance 90% (EA Worldwide Services) Hungary United Kingdom
Angola South Africa
Europ Assistance Branch
Europ Assistance 100% Europ Assistance 75% Europ Assistance 100% Romania
Nigeria Germany India
Europ Assistance 75% Europ Assistance Russia
Austria Ireland
Europ Assistance 100% Europ Assistance 61% (EA Worldwide Services)
Belgium Italy Singapore

CMN 100% Europ Assistance Branch Europ Assistance 75%
Canada Luxembourg Switzerland

Europ Assistance 100% Europ Assistance 100% Europ Assistance 49% Europ Assistance 100%
China Oceania (Carthage Assistance) Libya
Tunisia
Europ Assistance 95% Europ Assistance 57%
Spain Netherlands

Europ Assistance 100% Europ Assistance 100%
USA Poland

CSA 100%

GMMI 100%

30 Europ Assistance

Europ Assistance Holding Board Group Executive Committee
of Directors

BOARD MEMBERS Martin Vial
Chief Executive Officer
Claude Tendil
Chairman of the Supervisory Board Odile Collignon
Deputy Managing Director
Martin Vial Resources Centre
Board member and Chief Executive Officer
Thierry Depois
Sergio Balbinot Executive Vice-President
Board member Reengineering, Operations and Information Systems
Region France, Benelux countries,
GENERAlI Vie North America
represented by Alessandro Dona Managing Director, Europ Assistance France
Board member
Paolo Frapiccini
Michel Beauchesne Executive Vice-President
Board member Marketing and International Sales
Region Italy, Germany, Switzerland, Austria
GENERAlI Iard Managing Director, Europ Assistance Italy
represented by Eric le Gentil
Board member Manrico Iachia
GENERAlI France Innovation and Prospective
represented by Valter Trevisani Region Iberian Peninsula, South America and Africa
Board member Managing Director, Europ Assistance Portugal

Patrick leroy
Sales and International Health activities
Region UK, Northern, Central and Eastern Europe,
Middle East, Asia and Oceania
Managing Director, Europ Assistance United Kingdom


Social responsibility

An essential lever
for our strategy
Europ Assistance was the first international player in the sector Ashoka: supporting social entrepreneurs
to commit to a CSR (corporate social responsibility) strategy.
Today, the Group’s development is inseparable from its social The development of new forms of enterprise which create
project, and links directly to its history, its business lines and its innovative, lasting and reproducible solutions, is for Europ
values. Our culture of shared service and our signature “You live Assistance one of the most effective levers to change the
we care” reflect our duty to contribute to new forms of solidarity economic and social environment and create value at a local
and progress, by placing people at the heart of economic and level. In 2010 we launched a partnership with the international
social progress, with partners who share the same code of charity Ashoka, which supports 2,400 social entrepreneurs,
conduct and the same values. in three countries: in Belgium with Gymsana, a business
that specializes in providing physical activity for the elderly
This is an essential element of our businesses, and is also a and the dependent, in South Africa, and more recently in Brazil. OUR RESPONSIBIlITy
lever to improve our business efficiency, and a driver of
innovation that allows us to demonstrate the vitality and reality
In total, ten entrepreneurs will receive support from AS AN EMPlOyER:
Europ Assistance over three years.
of our values. Europ Assistance has based its CSR strategy on EA FAIR CONTRACT
three strong principles: developing its activities in line with its MassiveGood: As a leader in Care Services, Europ
values; encouraging innovation, health prevention and the
loyalty of its employees and partners; and, deploying a global
a real contribution to UNITAID Assistance has defined a consistent set
of guidelines for managerial conduct,
strategy to act locally, wherever the Group is based. Since the beginning of 2010, the Europ Assistance Group has which focuses on the individual, respect,
been working with MassiveGood, a campaign launched by La solidarity, team spirit and adapting to
Fondation du Millénaire to combat HIV/Aids, malaria, local conditions.
tubercolosis and infant mortality in the poorest countries. Every The EA Fair Contract charter defines
In May 2011, a think tank called time they buy flights, book hotel rooms or rent vehicles online, the principles and rules applied to its
le Collectif, made up of ten customers of Europ Assistance help fund this programme run by managers and to the management of
international business leaders, UNITAID, an organization administered by the World Health expertise in all the Group companies.
published a book entitled Empreintes The EA Fair Contract charter covers
Organization. This programme of giving is promoted at www.
sociales (Social Imprints), to which the respect of diversity and non-
europ-assistance.com and www.netglobers.com, where discrimination, integrity, clarity and
Group CEO Martin Vial contributed a
chapter about social entrepreneurship.
individuals can make direct contributions. transparency, support and integration,
Empreintes sociales brings together the personal and professional
the visions, beliefs and good practices development of employees, recognition
of those entrepreneurs who aim of expertise, performance, motivations
to reconcile economic and social and aspirations, working conditions
performance, and opens the debate and remuneration.
on the need to include value creation
in a long-term outlook.

32 Europ Assistance

Many tangible local actions Greece: Europ Assistance Greece is taking part in the campaign
organized by the Greek Insurance Association to raise awareness
Europ Assistance and its subsidiaries work around the world of the risks of drink-driving.
on health, social and humanitarian projects, drawing on their
local knowledge and expertise and achieving tangible results. Europ Assistance IHS: Europ Assistance IHS (EA IHS) is now
a special partner of AMREF, an African non-governmental
France: Europ Assistance supports the Second Chance organization. In addition, as part of the World Malaria Day,
Foundation, a publicly recognized body, by inviting its EA IHS clinics and medical centers commemorated the day
employees to sponsor individuals aged 18-60 who have and contributed to the cost of teaching materials and the
suffered major difficulties in life and who currently live in awareness-raising and prevention campaign among the local
difficult conditions, but show strong motivation to move population. At Chad’s Independence 50th anniversary gala event,
forward. Our French subsidiary proposes that its employees the company was honoured by being awarded the Most Socially
become involved as sponsors in the professional, technical Responsible Company Trophy for its sense of social responsibility
and human aspects of this type of individual endeavour. in terms of the recruitment and training of local medical
Belgium: the employees of Europ Assistance Belgium support personnel and its respect for local regulations. EA IHS also
the Dyadis charity (www.dyadis.org) by funding training for carries out medical training programmes for personnel in
Blutch, an assistance dog for people with motor disabilities. Angola, South Africa, Congo and France.
In addition, our subsidiary, in partnership with the RTBF, helps United Kingdom: Europ Assistance UK has formed a
regulate the flow of traffic and the reduction of traffic jams in relationship with local hospice, St Peters & St James. This has
greater Brussels through the services of a motorcyclist who resulted in fundraising activities such as dress down Fridays and
delivers real-time traffic news to Belgium’s main most recently the company has dedicated staff hours to help
French-language radio station. decorate the hospice conservatory and sand down garden
Poland: EKO Assistance is a new helpline created by Europ benches. This newly formed relationship is something Europ
Assistance Poland to promote ecologically responsible Assistance UK looks forward to developing as they begin to help
behaviors, by delivering round-the-clock information on stores raise awareness in the local area through social media.
with ecological products and leisure centers with agrotourism USA: Europ Assistance CSA facilitates remote working for its
certification. It also provides, among others, information on employees who have moved home, encouraging loyalty among
recycling points for electrical and computer equipment and staff while reducing their travel costs and the company’s carbon
expired medication. footprint. In 2010 Europ Assistance sponsored a fundraising
Italy: In 2010, Europ Assistance Italy wins the “Best green effort in aid of the people of Haiti affected by the earthquake.
marketing project” award for its new green breakdown service While much of its assistance is centered around helping people
in partnership with Cassa di Risparmio di Volterra which plants internationally, Europ Assistance USA also strives to contribute
trees to offset emissions from towing trucks. Furthermore, to and assist its local community in the Washington, DC area.
the Italian company is contributing to the maintenance of In December 2010, EA USA employees organized a charitable
a 17 hectar park confiscated to mafia racquet with the project donation drive for a local homeless shelter for women
“Il Bosco dei 100 passi”. and children and donated non-perishable food, books and
Portugal: Europ Assistance is a partner of the Santarém centre winter clothing for 100 displaced children.
for underprivileged children and young people. For the annual
pilgrimage to Fatima, the company provides assistance to the
pilgrims at strategic points along the route. These were, manned
by volunteers from the Order of Malta, supplying the necessary
medical and logistical equipment as well as an ambulance and
two assistance vehicles.

Europ Assistance Group
7 boulevard Haussmann - 75309 Paris Cedex 09 - France
Tel.: +33 1 58 34 23 00 - Fax: + 33 1 58 34 23 99

Annual report 2011

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Annual report 2011