Corporate presentation 2013 (English version)

18,250 DAYS OF CARE SERVICES

2Europ Assistance Group| 2012-2013

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 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

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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

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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

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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.

2013Europ 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

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100 %

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


The Europ Assistance business model

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A multi-local production model

A BtoB distribution model still dominant

A service-oriented business model


A multi-local production model

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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

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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

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Key figures

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Europ Assistance Group| 2012-2013

Key figures

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Key figures

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Governance

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Governance

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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

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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

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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

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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

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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

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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

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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


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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


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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

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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

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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

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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

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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 ofmutual assistance

Four areas of Care Services: Travel

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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

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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 theirchoices, the holiday destinations and the types of stay they prefer.

Attentive to the needs of the market

Some references: Travel

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Four areas of Care Services: Automotive

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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

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Some references: Automotive

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Four areas of Care Services: Health

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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

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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

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Some references: Health

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Four areas of Care Services: Home & Family

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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

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CSR STRATEGY: "THE SOCIAL FOOTPRINT"

CREATING A "POSITIVE SOCIAL FOOTPRINT"

COMMON VALUES

INITIATIVES FOR CHARITY


CSR strategy: “the social footprint"

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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"

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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.


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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

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"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

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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)

Marketing

Corporate presentation 2013 (English version)