Corporate presentation 2013 (English version)

Europ Assistance Group| 2012-2013 2
Content
EUROP ASSISTANCE GROUP
FOUR AREAS OF CARE SERVICES
AN INTERNATIONAL BRANCH SERVING THE MAJOR
INTERNATIONAL GROUPS
50 YEARS OF CARE INNOVATION
EUROP ASSISTANCE GROUP AND GENERALI
THE EUROP ASSISTANCE BUSINESS MODEL
INTERNATIONAL STANDING
KEY FIGURES
GOVERNANCE
ACCOMPANYING THE CARE REVOLUTION
A STRONG CONCEPT: CARE SERVICES
A STRATEGIC AMBITION: INNOVATION
AN INNOVATIVE BRAND PLATFORM
A WORLDWIDE SIGNATURE
HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES
A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS LINES
SKILLS WITH HIGH ADDED-VALUE
FOUR AREAS OF CARE SERVICES
• TRAVEL
• AUTOMOTIVE
• HEALTH
• HOME & FAMILY
Europ Assistance
Group
Europ Assistance
ambition and spirit
A culture of responsibility
CSR STRATEGY: "THE SOCIAL FOOTPRINT“
CREATING A "POSITIVE SOCIAL FOOTPRINT“
COMMON VALUES
INITIATIVES FOR CHARITY
LOCAL KNOW-HOW PRIORITIZED
One business: assistance

Europ Assistance Group
Europ Assistance Group I 2012 - 2013

 EUROP ASSISTANCE GROUP
 FOUR AREAS OF CARE SERVICES
 AN INTERNATIONAL BRANCH SERVING THE MAJOR INTERNATIONAL GROUPS
 50 YEARS OF CARE INNOVATION
 EUROP ASSISTANCE GROUP AND GENERALI
 THE EUROP ASSISTANCE BUSINESS MODEL
 INTERNATIONAL STANDING
 KEY FIGURES
 GOVERNANCE

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Europ Assistance Group Europ Assistance ambition and spirit One business, assistance A culture of responsibility
Having invented assistance nearly 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 :
- Travel - Health
- Automotive - Home & Family
Europ Assistance Group | 2012-2013

Four areas of Care Services
6
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,, home & family information, legal
advice and protection, concierge services, Identity Theft, etc .

An international branch serving the
major international groups
7
Europ Assistance Global Corporate Solutions (GCS) is an international activity branch of the
Europ Assistance Group offering major international groups and international players in the
health field a complete range of health, safety and security solutions for their local
employees, business travellers and expatriates.
The delivery of on-site medical care solutions, the management of health plans, medical
evacuation services, support with employee mobility, the organisation of health care abroad,
prevention and information campaigns, local and international health plan management, etc.,
are all examples of the human and material resources managed and centralised by the Europ
Assistance Group’s global health division.

50 years of care innovation
8
IN 1963 IN 2013

Europ Assistance Group and Generali
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1963
With the support of the insurance company La Concorde, Generali’s French subsidiary,
Pierre Desnos founds Europ Assistance in Paris. He inventes and industrializes the
concept of assistance.
2002
Generali becomes 100% shareholder after acquiring Fiat’s 45% stake in Europ
Assistance Holding.
2013
Europ Assistance, the leader for Care Services, celebrates its 50 years’ expertise
serving its 300 million clients worldwide and now has 8,000 staff and 4,700 assistance
coordinators.

Europ Assistance Group and Generali
10
100 %
Europ Assistance is currently owned by the Generali Group via Generali France, which
controls Europ Assistance Holding.

The Europ Assistance business model
11
A multi-local production model
A BtoB distribution model still dominant
A service-oriented business model

A multi-local production model
12
 35 locally-based assistance centres
 8,000 staff including 4,700 assistance representatives
 24/7 availability
 SLA for a response time under 20 seconds, around the clock
 425,000 listed and inspected partners

A mainly BtoB and BtoBtoC
distribution model
13
The clients-distributors are primarily :
 Insurance companies
 Vehicle manufacturers and car rental firms
 Credit card networks and financial institutions
 Tour operators and travel agencies
 Carriers (airlines, cruises, train operators,…)
90% of the Europ Assistance Group’s turnover is BtoB and BtoBtoC

International standing
14

Key figures
15
Europ Assistance Group| 2012-2013

Key figures
16

Key figures
17

Governance
18

Governance
19

Europ Assistance ambition and
spirit

Europ Assistance ambition and spirit
 ACCOMPANYING THE CARE REVOLUTION
 A STRONG CONCEPT: CARE SERVICES
 OUR AMBITION: TO BECOME THE MOST INNOVATIVE GROUP IN THE CARE
SERVICES SECTOR BY 2015
 A BRAND PLATFORM TURNED ROUND TO THE FUTURE
 A WORLDWIDE SIGNATURE

Accompanying the Care Revolution
22
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.

A strong concept: Care Services
23
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.

Our ambition: to become the most innovative
Group in the Care Services sector by 2015
24
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.
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.

A brand platform turned round to the
future
25
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 vision
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.
A mission
To build the most innovative brand in the Care Services sector by 2015.
An ambition

A worldwide signature
26
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

 HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES
 A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS
LINES
 SKILLS WITH HIGH ADDED-VALUE
 FOUR AREAS OF CARE SERVICES
 TRAVEL
 AUTOMOTIVE
 HEALTH
 HOME & FAMILY

Humanity and new technologies at the
heart of Care Services
29
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.
Our commitment
… 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

30
Thanks to our international network, we guarantee you local, human service
wherever you are, 24 hours a day, 7 days a week.
By integrating new technologies, remaining attentive to the way your needs
evolve and developing the right tools to support you on a daily basis, Europ
Assistance is inventing the personalized assistance services of the future.
Corporate Social Responsibility is fundamental to our vision. We behave
responsibly with both our employees and our customers. We create more
and more partnerships and local initiatives in order to defend our values,
and to promote exchanges and solidarity.
Throughout
the world ...
In an innovative
way ...
Responsible …
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.
Our commitment

31
We are putting all of Europ Assistance behind our Care Services. Our 8,000
employees' abilities to observe, listen, organize and innovate are mobilized in order
to bring high value-added responses to our customers …
A professional approach structured around four
fundamentals:
- Multilingual telephone service, 24/24 and 7/7
- Analysis of the situation and management of risk
- Immediate mobilization of human and technical aid
- Real-time resolution of complex situations

A network steered, controlled and
managed in our four business lines
32
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 …

A network steered, controlled and
managed in our four business lines
33
Travel
• Paramedics
• Private airlines
• Opticians
• Dentists
• Doctors
• Hospitals
Automotive
• Breakdown service
providers
• Tow-away service
providers
• Car rental companies
• Chauffeurs, taxis
• Hotels
• Mechanics
Health
•Hospitals and clinics
• Paramedics
• Specialists in assisting the elderly
and dependent
• Healthcare professionals: GPs,
specialists, nurses,
physiotherapists, etc.
• Medical care professionals
Home & Family
• Electricians, plumbers,
glaziers
• Employment support
agencies
• Building professionals
• Childcare agencies
• Specialists in family services

Skills with high added-value
34
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
The assistance representatives listen, welcome, analyze

Skills with high added-value
35
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

Four areas of
Care Services: Travel
36
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.

Four areas of
Care Services: Travel
37
For the last 13 years, each year Europ
Assistance has had the “Baromètre
Vacances” (Holiday Barometer) survey
performed by a French market research
company (Ipsos). Involving 3,500 Europeans,
this leading survey seeks to estimate the
holiday intentions of citizens in seven
countries including the reasons for their
choices, the holiday destinations and the
types of stay they prefer.
Attentive to the needs of
the market

Some references: Travel
38

Four areas of
Care Services: Automotive
39
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.

Some references: Automotive
40

Some references: Automotive
41

Four areas of
Care Services: Health
42
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.

Four areas of
Care Services: Health
43
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.

Some references: Health
44

Some references: Health
45

Four areas of
Care Services: Home & Family
46
Rising mobility, increasing urbanization...
Society is changing
Society is changing. 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

Some references: Home & Family
47

 CSR STRATEGY: "THE SOCIAL FOOTPRINT"
 CREATING A "POSITIVE SOCIAL FOOTPRINT"
 COMMON VALUES
 INITIATIVES FOR CHARITY

CSR strategy: “the social footprint"
50
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.

Creating a "positive social footprint"
51
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.

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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.

53
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.

Common values
54
"Being Care" means defending your values every day on behalf of your customers' well-being.
If Europ Assistance successfully supports you in a spirit of trust, both in everyday life and in
exceptional circumstances, it is because each employee shares common human values:
• pioneering spirit,
• integrity,
• creation of value,
• team performance,
• commitment to the clients.

Initiatives for charity
55
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.
Local initiatives
Some examples:
 The Group's IHS (International Health Solutions) Division has signed a partnership with AMREF, an association which is
well-known for its "Flying doctor" air ambulance service which acts on behalf of health development in Africa.
 employee mobilization on behalf of families suffering from AIDS (Europ Assistance South Africa)
 support for the Second Chance Foundation, to sponsor individuals aged 18-60 who have suffered major difficulties in life but
show strong motivation to move forward (Europ Assistance France)
 support for the Paint a Smile Foundation for a more human approach in psychiatric hospitals (Europ Assistance Portugal).
 partnership with « Aiutare i bambini », an association which acts to build day-care centres for children from underprivilieged
Italian families (Europ Assistance Italy)
 partner of MSF (Médecins sans frontières) to organize fundraising from the assistance platforms (Europ Assistance Austria)
 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 AssistanceCzech Republic)

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