Europ Assistance and Care Services

Title of presentation Date

Discover Europ Assistance

Contents

Europ Assistance Group

EUROP ASSISTANCE GROUP HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE A POWERFUL, LONG-TERM SHAREHOLDER

KEY FIGURES

INTERNATIONAL STANDING

ORGANISATION BY REGION

GOVERNANCE

Strategy

ACCOMPANYING THE CARE REVOLUTION

CARE SERVICES

A STRATEGIC AMBITION: INNOVATION

AN INNOVATIVE BRAND PLATFORM

A WORLDWIDE SIGNATURE

Europ Assistance Group I 2011 Overview

One business: assistance

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 ACTIVITIES IN THE WORLD OF CARE SERVICES •  TRAVEL •  AUTOMOTIVE •  HEALTH •  HOME & FAMILY

A culture of responsibility

CSR STRATEGY: "THE SOCIAL FOOTPRINT“

CREATING A "POSITIVE SOCIAL FOOTPRINT“

COMMON VALUES

INITIATIVES FOR CHARITY

LOCAL KNOW-HOW PRIORITIZED

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EUROP ASSISTANCE GROUP

HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE

A POWERFUL, LONG-TERM SHAREHOLDER

KEY FIGURES

INTERNATIONAL STANDING

ORGANIZATION BY REGION

GOVERNANCE


5 Europ Assistance Group I 2011 Overview


Europ Assistance Group Strategy 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.

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 Service -  Travel - Health -  Automotive - Home & Family



  Europ Assistance keeps watch over 300 million people across the world.

  With its 7,000 employees, 80 companies and branches in 38 countries and a network of 420,000 partners deployed on the ground, the Group has developed an international system of close support, in the name of a practical, everyday vision of Care Services and an economic model that creates value.



History of the Group which pioneered assistance

  1963: Birth of a new concept: assistance


Pierre Desnos, impressed by the long list of problems encountered by a couple of friends who had suffered an accident abroad, assessed the gaps in existing protection for people travelling abroad.

He founded Europ Assistance in Paris with the backing of the La Concorde insurance company, a French subsidiary of Generali.



  1964 - 1980: A meteoric rise


•  1964 •  1967

•  1971-1980

Internationalisation begins, in Belgium A transatlantic offer Europ Assistance launches operations outside Europe and offers a USA-Canada-Mexico subscription Europ Assistance extends its frontiers It opens a market in the UK (1973), then Luxembourg (1976), Spain(1977) and Germany (1980). It initiates services further afield, in Brazil, Japan and Kenya (1977)



  1981 - 1990 : Europ Assistance takes over the world


•  1981

•  1983-1989

The first generation of assistance in daily life Creation of an advice, information and assistance service to handle problems encountered in daily life Europ Assistance extends its frontiers Europ Assistance opens up in Washington (1983) then South Africa (1984) and Tunisia (1989), and opens an office and call centre in Beijing (1989)



  1991 - 2003: Europ Assistance takes over the world


Europ Assistance launches its home assistance activity Europ Assistance opens up in Ireland, then in Greece (1992), Portugal (1993), Austria and Brazil (1995), Poland (1996), Singapore, Argentina, Hungary and Switzerland (1997) Worldwide leadership Europ Assistance Holding is created, and Europ Assistance opens up in Israel 115 million customers are covered by Europ Assistance worldwide, and 3.75 million claims are managed in the course of the year. Europ Assistance opens up in Russia The Generali Group becomes 100% shareholder of Europ Assistance Group Europ Assistance celebrates its 40th birthday With 7 new subsidiaries (4 Scandinavian countries, Algeria, Libya and Japan), the Group now has 32 companies across the world

•  1991

•  1992-1997

1998

•  2001 •  2002 •  2003



  2004 - 2010: the Columbus era


•  2004

•  2005 •  2006 •  2007

•  2008

Launch of Columbus plan, a global strategic plan mainly based on two new activities: health and services for the home and family Entry on the mechanical warranty market, with the acquisition Icare in France Creation of new companies in Chile and China Acquisition of The Canadian Medical Network, a Canadian company Digital expansion: launch of Plug & Sell, the Group's worldwide e-business platform Takeover of Coris in Spain Creation of IHS Services, a company offering health solutions for remote sites and travel for medical treatment Publication of "la Care Revolution" (M.Vial) Europ Assistance opens up in India Expansion of the Group in the USA through the acquisition of CSA Travel Protection (CSA) and GMMI (Global Medical Management Inc.) A pioneer in telemedecine: Europ Assistance tests an interactive remote medical solution for use in isolated environments for the full duration of the Vendée Globe yacht race



  2004 - 2010: the Columbus era


•  2009 •  2010

Creation of a joint-venture with the Bradesco Group in Brazil Europ Assistance becomes main shareholder in Ocealis, a French company specializing in telephone assistance Opening of a new subsidiary in Turkey Europ Assistance Group adopts a worldwide signature: "you live we care." Launch of the Group road map for 2011–2015

A powerful, long-term shareholder



Generali Group

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100%


Key figures

  Key data


•  7,000 employees

•  4,300 assistance representatives

•  400 healthcare professionals

•  80 companies and branches in 38 countries

•  208 countries covered by the Group’s correspondents

•  40 customer assistance centres

•  420,000 listed service providers

•  300 million customers covered by Europ Assistance, either directly or via its partners


Key figures

  Key data


•  58.2 million telephone calls handled

•  11.8 million interventions

•  3.1 million motorists provided with breakdown assistance

•  6,300 air ambulance flying hours to repatriate Group customers

•  35,000 commercial flight tickets bought to repatriate Group customers

•  148 countries in which the Group intervened

•  2 phone calls handled every second worldwide

•  1 assistance intervention every two seconds around the world


Key figures

  Consolidated revenues


  Operating income (in € million) (in € million)


Key figures


  Revenues by business line (as %)

International standing



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Organization by region



REGION 1 Italy, Germany, Switzerland, Austria

REGION 2 France, Benelux, North America

REGION 3 UK, Northern Europe, Central and Eastern Europe, Middle East, Asia and Oceania

REGION 4 Spain and Portugal, South America and Africa

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Governance


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Strategy


Strategy

ACCOMPANYING THE CARE REVOLUTION

CARE SERVICES

A STRATEGIC AMBITION: INNOVATION

AN INNOVATIVE BRAND PLATFORM

A WORLDWIDE SIGNATURE


Accompanying the Care Revolution

  Globalization, increased leisure time, an explosion in demand for healthcare, rising life expectancy and mobility, increasing urbanization… Under the impulse of these social and cultural trends, personal services are booming throughout the world. There is a burgeoning demand for information, accident-prevention, protection and support services.

The Care Revolution is underway, and Europ Assistance is driving it forward by developing tangible responses:

Care Services.

Europ Assistance Group I 2011 Overview 23

Care Services

  As the inventor of assistance and of the Care Service concept, we can legitimately give our own definition: Care Services is a a new generation of personalized assistance services to support consumers in every situation, on an occasional or permanent basis, in exceptional circumstances or in daily life.



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A strategic ambition: innovation


  Innovation is in our culture. To make the Care promise a reality, we owe it to our customers to invent not only new solutions (new products), but also new approaches, by integrating new technologies in order to offer daily support to as many people as possible, using an economic model that creates value.

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A strategic ambition: innovation



  Technology associated with humanity

In line with its pioneering mindset, Europ Assistance has set a challenge through Care Services: mobilizing all the potential of the new technologies on behalf of an acute sense of humanity. It is thanks to this association of technological innovation and human values that we can now offer you increasingly effective, responsive and personalized assistance services.


An innovative brand platform


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

  A signature: you live we care


•  which states the worldwide dimension both of the Group and the Europ Assistance brand in English only** (exept legal contraints), in all subsidiaries and on all five continents.

•  which highlights the brand in a unique way among its 300 million customers and 420,000 listed service providers.




HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES

A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR LINES OF BUSINESS

SKILLS WITH HIGH ADDED-VALUE

FOUR ACTIVITIES IN THE WORLD OF CARE SERVICES :

•  TRAVEL

•  AUTOMOTIVE

•  HEALTH

•  HOME & FAMILY



Humanity and new technologies at the heart of Care Services


  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.


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.

  Our commitment

Europ Assistance Group One business: assistance A culture of responsibility

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 ...


Strategy

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.

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  We are putting all of Europ Assistance behind our Care Services. Our 7,000 employees' abilities to observe, listen, organize and innovate are mobilized in order to bring high value-added responses to our customers …

A professional approach structured around four fundamentals: - Multilingual telephone service, 24/24 and 7/7 -  Analysis of the situation and management of risk -  Immediate mobilization of human and technical aid -  Real-time resolution of complex situations



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

  420,000 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

 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


Coordination •  Implementation of the appropriate means to come to the customers' aid, via networks and teams of experts

The assistance representatives listen, welcome, analyze

Information •  Real-time Information for customers and their close ones

•  Ensuring the success of the operation alongside teams on the ground and customers


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Skills with high added-value

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

NATIONAL and INTERNATIONAL networks

•  420,000 service providers worldwide

•  Medical providers

•  Technical providers

•  International network of correspondents: a local interface

•  Other Group companies: a system of mutual assistance


The assistance representatives

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Four areas of Care Service: Travel


  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.



  Personalized offers 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.



  Innovative services



Plug & sell is a unique and innovative e-business platform for reinforcing your online site with a wide range of customized, value-creating solutions

Netglobers is a community portal on travel, which combines official information on over 190 countries with content generated by web surfers (travel logs, forums, systems for grading countries, …)

TripOrganizer (a mobile application) helps your customers organize their trip abroad. TripOrganizer is the ideal customer retention tool: it offers a range of practical services

Dos and Don'ts is a "must" mobile application to help you get immersed in other cultures and not commit a faux-pas during your trip abroad


  Tailormade offers for the tourist industry



•  With the Alitalia airline, "all-inclusive“ travel insurance coverage which you can take out on the airline's website

•  For the hotelsclick.com hotel booking site, an online travel insurance solution integrated into the booking process




  Europ Assistance Belgium: "NoGo“, covering all eventualities.

Already acclaimed twice over in its previous version as the "best annual travel cancellation insurance" by the "Decavi Insurance Trophy“, Europ Assistance Belgium's NoGo travel cancellation insurance has got even better. The new April 2011 version offers broader guarantees for travel cancellation, alteration or compensation. Unforeseen events covered include health problems, redundancy, requisition by the employer, a new employment contract, damage in the home, as well as exceptional circumstances such as divorce, visa refusal, etc.

  Europ Assistance Austria: theft insurance... and cover for related costs.

In early 2011, in partnership with the Europäische network of travel agencies Reiseversicherung, Europ Assistance Austria lance Absence-Assistant", the first travel insurance policy to pay travellers back for additional expenses relating their house being burgled in absence.



Four areas of Care Service: Automotive

  A transformation in the driver-vehicle relationship …

The way people use and relate to their vehicle is changing. We are currently witnessing 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.

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… 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.



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MyMobility: this application is practical and easy to use: it offers an assistance service based on GPS technology and additional services (a maintenance schedule, dealership geolocation, etc).

First selected network: a priority network comprising the most efficient automobile professionals who intervene in the event of breakdown, puncture, etc… The selection criteria for these professionals are high: arrival time, reporting, quality of vehicles, technical capabilities, etc…

First selected green network: is the first labelized pan-European network of eco-responsible professionals, who offer environmentally-friendly assistance services: electric or low CO2 emission vehicles, bicycle hire, etc…



  "Must" tools

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  Europ Assistance Greece: roadside assistance under the Europ Assistance name In January 2011, Europ Assistance Greece decided to develop its own roadside assistance fleet under the Europ Assistance brand name, to offer roadside assistance services that closely reflect the local environment.

  Europ Assistance Italy: clear roadside assistance via smartphone and iPhone. RoadSide Assistant is Europ Assistance Italy's new application for smartphones and iPhones. It is intended for requests for immediate assistance without going through an operator, and it provides real-time information on waiting times.

  Europ Assistance France: launch of the i-dep' mobile. Having had access since 2007 to the i-dep’ extranet, which automates every stage in the management of motorists whose car has broken down, breakdown service providers in the Europ Assistance France network can now use the mobile version of this high-performance platform. It can be used to send specific job information to the mechanic out on call, while Europ Assistance can use it to monitor the different stages of the intervention. Additional advantage: once the job is accepted by the breakdown service, the application works even when the GSM network is not available.

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Four areas of Care Service: Health

  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.

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With Care Services, Europ Assistance meets the challenges of healthcare and dependence, with personalized solutions for medical care, monitoring or teleassistance.

  Solutions with high added-value 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.



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  Personalized innovative services



E-health Platform: an on-line solution dedicated to players in the health sector, to improve and simplify relations between patients and doctors (making appointments, managing medical files, prescriptions, …)

Docticare: a health portal which provides access to a wide range of health information, offers personalized services for preventive healthcare and the management of medical data, and includes high added-value web services. The personal space allows users to create and update their medical files online or manage, download or print their clinical passports in several languages.

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  Personalized innovative services Europ Assistance Portugal launches, in partnership with Portugal Telecom, a new medical assistance offer called Téléassistance: a telephone installed in the customer's home provides a direct connection to the Europ Assistance call centre, 24 hours a day. By simply pressing the SOS button, the customer can obtain rapid assistance in case of emergency.

Europ Assistance Belgium now offers a full Care Services package to people who have become dependent following a sudden illness or accident resulting in a state of dependency: delivery of hot meals, medication, essential household products, domestic help, transport for children, pet care, and adapting the home for medical purposes. The company, backed by Europ Assistance Austria, also offers a physiotherapy service. An initial agreement has been signed with Mensura (prevention and protection in the workplace).



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Four areas of Care Service: Home & Family

  Europ Assistance invents the home services of the future 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.

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  Support on a daily basis 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



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  Personalized innovative services close at hand

Europ Assistance Belgium: "House Assist" for home owners. At the beginning of 2011, Europ Assistance Belgium signed an agreement with the Syndicat National des Propriétaires (National Association of Homeowners), defending the rights of owners, co-owners and tenants in Belgium, to provide its 25,000 members with its House Assist cover (repair services, surveillance, water damage, etc.).

Europ Assistance Canada: launch of home assistance in Ontario. The Canadian company is launching a full programme of home assistance services designed to help people facing the high costs and difficulties associated with the emergency repair of home appliances and equipment. To meet these needs, EA Canada has approved and trained a network of qualified engineers to cover the full range of appliances.

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Identity protection in the USA with IDBeMe: Every year 10 million Americans are victims of identity theft: appropriated bank card numbers, social security numbers, driving licenses or passports, and pirated email addresses are the most common complaints filed in the USA.

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CSR STRATEGY: "THE SOCIAL FOOTPRINT"

CREATING A "POSITIVE SOCIAL FOOTPRINT"

COMMON VALUES

INITIATIVES FOR CHARITY

LOCAL KNOW-HOW PRIORITIZED


CSR strategy: "the social footprint"


  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.


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Creating a "positive social footprint"


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.




  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.


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Common values


"Being Care" means defending your values every day on behalf of your customers' well-being. The Care ethic: care, kindness, professionalism. 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:

-  pioneer spirit, -  integrity, -  value creation, -  team performance, -  commitment to clients.


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Initiatives for charity


  Travelling for charity with Massive Good


•  Alongside MassiveGood, launched by the Millennium Foundation, a health promotion programme for emerging countries.

•  Fundraising via a contribution de 2€, $, or £ taken from online purchases of plane tickets, hotel rooms or car rentals.

•  The funds raised go to UNITAID, to help combat AIDS, malaria and tuberculosis. The programme is relayed on www.europassistance.com and www.netglobers.com

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Initiatives for charity


  Local initiatives Europ Assistance and its subsidiaries work around the world on health, social and humanitarian projects, as close as possible to the reality of the countries where the Group is present. This commitment draws on local knowledge and skills, and produces tangible results.


Some examples: -  the 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. - Europ Assistance France provides support to the Second Chance Foundation, to sponsor individuals aged 18-60 who have suffered major difficulties in life but show strong motivation to move forward. - In 2010, Europ Assistance Italy has won the “Best green marketing project” award for its new green breakdown service in partnership with Cassa di Risparmio di Volterra which plants trees to offset emissions from towing trucks. - Europ Assistance Portugal is a partner of the Santarém centre for underprivileged children and young people. -  Europ Assistance CSA facilitates remote working for its employees who have moved home, encouraging loyalty among staff while reducing their travel costs and the company's carbon footprint.

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Local know-how prioritized

  Matching global efficiency with local solutions


•  Prioritizing closeness to our customers for a personalized solution, and ensuring quality assistance.

•  Maintaining presence on national markets for perfect knowledge of the field.

•  Tangible initiatives on a daily basis.

•  Deploying our global know-how locally.

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http://www.europ-assistance.com

Address Europ Assistance Holding 7 boulevard Haussmann 75309 PARIS CEDEX 09 FRANCE Phone +33 (0) 1 58 34 23 00

Press Philippe Moucherat - [email protected] Business [email protected] [email protected] [email protected] [email protected] Human resources [email protected]

Europ Assistance Group I 2011 Overview 65

Health & Medicine

Europ Assistance and Care Services