Annual report 2011

Repères 2010-2011

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

18 Our business

20 Travel 22 Automotive 24 Health 26 Home & Family

28 The Group in 2010

28 People and management 30 Organization 32 Social responsibility

1 Profile

2 Message from the Chairman and CEO

4 2010 key figures

8 Care Services

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.

Landmarks2010-2011 1

2 EuropAssistance

Message from the Chairman and CEO

Europ Assistance Group occupies a prime position in its sector and in the global arena, and is asserting its status as the brand of choice in Care Services.

In 2010 several important milestones in our development were passed: the opening of a new subsidiary in Turkey, the takeover in France of Océalis, a company providing remote support for the elderly, thereby consolidating Europ Assistance’s position in that sector, the creation of First Selected Green Network, the first network of approved eco-responsible service providers, and the launch of several iPhone® apps and the Docticare web portal for daily health services.

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 and exceptional circumstances, throughout the world.

2011 has begun in different circumstances, within an economic and financial environment which is uncertain worldwide and in decline in Europe. The world is evolving, society is experiencing major change, and there is a high demand for value-added, personalized services. Europ Assistance is adapting in order to make the most of these changes by re-balancing its portfolio of activities and locations, developing its distribution models and accelerating its development in services for daily life.

Our ambition is to become the most innovative player in the Care Services sector, wherever we are present in the world, in order to facilitate our customers’ daily life and mobility.

Claude Tendil Martin Vial Chairman of the Supervisory Board Chief Executive Officer

A sustainable business model


Consolidated revenue

E1,386mOperating income

E39m

Revenue outside France

74%

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 has consolidated its positions, especially in France, Belgium and Portugal, and is benefiting from the robust health of emerging markets in India, China and South America, where it has seen record rises, for example in Brazil, which registered growth of 58%.

Solidity in Europe, strong growth in emerging countries

42% Automotive 32% Travel 15% Health 10% Home & Family 1% Other

4,610,374 Automotive 943,768 Travel 1,116,653 Health 658,379 Home & Family 4,443,872 Other

REvEnuEbybusinEssLinE(as a % of revenues)

numbERofCAREsERviCEsintERvEntions

ConsoLidAtEdREvEnuEIn e million

opERAtinginComEIn e million

3942

2009 2010

1,3861,288

2009 2010

4 EuropAssistance

Shareholders’ equity

E216m

Opening in São PauloOn 22 March 2011, Europ Assistance Brazil opened its new sales agency in São Paulo. The opening is a sign of the strong development of the company, which posted unprecedented growth.

Opening of a new Europ Assistance in Turkey In May 2010 the Europ Assistance group opens a new company in Turkey. Being to 100% in group possession, the new branch office is located in the modern centre of Istanbul and provides service for all the branches as travel, health, automotive and home. The 24/7 call centre answers more than 20,000 inbound calls and services over 7,000 cases per month. Just prior to its first anniversary, Europ Assistance Turkey achieved the fifth rank in the Turkish assistance market and employs 50 employees today.

Key events

www.docticare.it Health and web services portalIn September 2010, Europ Assistance launched www.docticare.it, a health portal which provides access to a wide range of health information, personalized services for preventive healthcare and the management of medical data, and offers high added value web services, including forums, an atlas and medical dictionary, advice for emergencies and safety, and interactive applications. The personal space allows users to create and update their medical files online or manage, download or print their clinical passports in several languages.

11.8 millioninterventions carried out

58.2 millioncalls handled by our assistance representatives

300 millioncustomers covered by Europ Assistance, either directly or via its partners

420,000listed partners

400healthcare professionals

4,300assistance representatives

7,000employees


One Group, one brand, one global signatureSince 8 December 2010, the signature “You live we care” has been deployed alongside the Europ Assistance logo in the 38 countries where the Group operates. This followed the decision by Europ 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 approved partners. The promise is in English, the most widely used language on the five continents where the Group operates.

Launched as part of its new 2011-2015 road map which aims to make Europ Assistance the most innovative Group in its sector, “You live we care” encapsulates its core business: devising Care Services, a new generation of personalized assistance services to support consumers in every situation, whether on an occasional or ongoing basis, in exceptional circumstances or in daily life.

Subsidiaries

Customer Assistance Centres

Correspondent offices

Led by global demand in both rich and emerging countries, the Group once again extended its vast, worldwide network this year.

On the back of Care Services 80companies and branches in 38 countriesAngola, Argentina, Austria, Bahamas, Belgium, Brazil, Cameroon, Canada, Chad, Chile, China, Congo, Czech Republic, France, 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.

40customer assistance centresAngers, 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.

208countries covered by our representatives

2calls handled per second around the world

1intervention every 2 seconds

148countries where Europ Assistance intervened in 2010

6 EuropAssistance

Europ Assistance Czech Republic leads the way in TravelIn 2010, Europ Assistance became the market leader in the travel assistance sector in the Czech Republic, with more than 28% of the market.

Key events15th anniversary of Europ Assistance PolandIn 2011, Europ Assistance Poland celebrates its fifteenth anniversary. Fifteen years of uninterrupted growth which have made it one of Poland’s leading assistance companies.

EA-live: internal information and social network Since the end of 2010, the 7,000 employees of Europ Assistance around the world have been able to connect online via EA-live, the Group’s internal information platform. An interactive hub of internal information, the website is in French and English and offers all the latest news on the Group and its subsidiaries. It also provides a social network. Users can create profiles and photo boards, upload photos, consult job vacancies, participate in competitions and surveys and more. The Top Com awards, a yearly competition in France for the best communications operations, saw the silver prize go to the website in the corporate multimedia section.

Region 1Italy, Germany, Switzerland, Austria

Region 3United Kingdom, North, Central and Eastern Europe, Middle East, Asia and Oceania

Region 2France, Benelux, North America

Region 4Iberian peninsula, South America and Africa


New operational centre in SpainOn 16 February, Europ Assistance Spain opened a new customer assistance centre in Badajoz, having already created one there in 2007. Its strategic position near Madrid and Lisbon has strengthened the synergies between the subsidiaries on the Iberian peninsula.

Acquisition of a majority shareholding in EAP and Bien-Être AssistanceEurop Assistance France finalizes with Malakoff Médéric the acquisition of the shares held by Edenred (Accor) in EAP and Bien-Être Assistance. Following this transaction, the two companies, EAP and Bien-Être Assistance, are now 51% owned by Europ Assistance France and 49% owned by Malakoff Médéric.

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

8 EuropAssistance

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.

discoverthestoryofLéaandtriporganizer™atwww.europ-assistance.com

10 EuropAssistance

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 powersMy 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!

HearaboutAna’sexperienceandourgeolocationandbreakdownrecoveryservicesatwww.europ-assistance.com

12 EuropAssistance

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...

tofindoutmoreaboutnathalie’sstory,visitwww.europ-assistance.com

14 EuropAssistance

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, visit www.europ-assistance.com


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!

Hearaboutpaul’sexperienceandfindoutaboutourpersonaldataprotectionservicesatwww.europassistance-usa.com/dataprotection/index.html

16 EuropAssistance

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, visit www.europ-assistance.com


Innovation and people are at the heart of our activities

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.

18 EuropAssistance

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.


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...

Travel

20 EuropAssistance

nEtgLobERsnEwsAndmAgThe Europ Assistance community website, which provides information and services for holiday-makers, has expanded its News section for each individual country to cover rapidly evolving situations relating to politics, weather, culture and sport, security and anything that might be useful for their travels. Plus there is the Magazine section, published every fortnight, which offers travel tips and advice.

DOS AND DON’TS: TRAVEl AND CUlTURAl TIPS ON IPHONE®

The Dos & Don’ts app from Europ Assistance helps travellers avoid cultural clangers. It is a good illustration of the concept of Care in the area of travel and of respect for cultural differences.

EuRopAssistAnCEbELgium

NoGo: covering all eventualitiesHaving already won twice in its previous incarnation, as the “best annual travel cancellation insurance” in the Decavi awards for the best products sold in Belgium, NoGo travel cancellation insurance from Europ Assistance is now even better than before. The new version, updated in April 2011, offers greater cover for travel cancellation, alteration and compensation (refunds for days not used by the customer). The policy covers health problems, redundancy, a summons to work, a new job contract and damage in the home, in addition to exceptional circumstances like divorce, visa rejection, etc.

EuRopAssistAnCEfRAnCE

Reversible holidaysA case of “force majeure”? Europ Assistance France has introduced its “spoiled holidays” cover for travellers before departure and while on holiday, in case of a major event such as a general strike, riot, terrorism or natural catastrophe in the destination country, which affects the holiday. This new cover, which is in addition to the cover for “travel cancellation” and “impossible departure or return”, provides support for our partners in the tourism industry and reassures customers that they will not lose the cost of their holiday, so they can look forward to it with confidence.

EuRopAssistAnCEusA

How do you say aspirin in India? Did you know that brand name medications are often sold under different names in different countries? With the Drug Translation tool, developed by Europ Assistance USA, customers don’t have to worry about finding the right medication while traveling. Travelers can enter the name of a drug or its generic equivalent into the tool and get the name of the local version in 114 countries.

Partnership with Reliable lifeIn April 2010, Europ Assistance USA signed a major agreement on travel assistance and concierge services with Reliable Life, one of the biggest private label travel insurers in Canada, and a key travel insurance player in the United States.

EuRopAssistAnCEitALiA

Alitalia goes “all-inclusive”In January 2011, Europ Assistance Italy and Alitalia sign a two-year agreement on a new travel insurance policy called “Alitalia all-inclusive” that can be taken out via the airline company’s website.

EuRopAssistAnCEAustRiA

Theft insurance... and cover for related costsAt the beginning of 2011, Europ Assistance Austria launched “Absence-Assistant”, packaged in a product of it´s partner and travel insurer Europäische Reiseversicherung. It is the world’s first travel insurance product that refunds holiday-makers for costs related to a theft in their absence, such as interrupted holidays, small repairs and surveillance, in addition to the emergency assistance services and independent of its Home insurance policies. This service, sold through the leading bookings networks Amadeus and Travi Austria, has given Europ Assistance Austria a definitive foothold on the B2C travel insurance market.

Europeans reawaken their appetite for holidaysThe results of the eleventh Ipsos-Europ Assistance survey on the intentions and concerns regarding holidays among Europeans show that morale is returning. On holiday, the biggest concern for Europeans is health, at 69%, just ahead of car breakdowns. As for activities, relaxation and peaceful surroundings remain the top priority. In terms of budget, this has increased by 3% compared to 2010. The Internet has consolidated its lead as the place to obtain information and make bookings and the use of smartphones is spreading: more than a third of Europeans now require new services such as practical information, useful phone numbers, conversation guides and customer assistance centres to help them during their holiday.

To find out more about Travel Care Services, visit www.europ-assistance.com

35,000plane tickets to repatriate our customers

61%of Europeans say relaxation was their primary objective for the summer holiday

47%of Europeans plan to spend their holiday in their own country (60-70% of Italians, French and Spanish)


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.

Automotive

22 EuropAssistance

TRAINING AND CERTIFICATION FOR “ElECTRIC VEHIClE REPAIR”After mobilizing its network of service providers around environmental issues and creating Europ Assistance First Selected 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 in training. Electric vehicle training and certification is available in France, Italy, Spain, Germany and Belgium and will be rolled out across Europe in 2011. A dedicated website has been created by Europ Assistance and Dekra to provide mechanics with the necessary information and to allow them to sign up for training.

EuRopAssistAnCEgREECE

Roadside assistance under the Europ Assistance nameIn 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 needs of the local environment.


Clear roadside assistance via Smartphone and iPhone®

Roadside Assistant is the name of the new Europ Assistance Italy application for Smartphones and iPhones, used to request immediate assistance with no calling to the operator and receive real-time information on waiting times.

Roadside assistance agreement with Hyundai in ItalyEurop Assistance Italy and Hyundai Motor Company Italy sign an agreement to supply European roadside assistance to the Italian customers during the five-year automaker‘s warranty period.

EuRopAssistAnCEpoLAnd

What does assistance mean to you?Every year, Europ Assistance Poland questions Polish consumers on how they perceive assistance services: changes in assistance awareness, as well as the manner and frequency of use of those services. It is the only survey of this kind in Poland, that offers an invaluable source of information on trends on the assistance market, and by association, the automotive market.

iCARE

Icare consolidates its leadership in France on mechanical breakdown warranty market Icare strengthens its position on its market, notably by renewing a Framework agreement with Citroen and Credipar concerning the VO (used vehicles) Citroen selects label and services associated with financing. Other notable successes: new contracts on mechanical warranties are won with Honda, Peugeot scooters and the mutual insurance companies AREAS and MAPA for the insured vehicles. New maintenance contracts are also signed with Honda. For the first, ICARE launches a partnership with Autoscout 24 to start e-warranty business for the B2C market.

EuRopAssistAnCEfRAnCE

launches i-dep’ mobileHaving had access since 2007 to the i-dep’ extranet, which automates every stage in the management of motorists whose car has broken down, mechanics 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, with information on the type of job, geolocation, etc. It was specially designed to be used by a fleet of mobile mechanics, one of whom receives job details from Europ Assistance and then forwards them to the entire fleet. Another advantage is that once the job is accepted by the mechanic, the app operates even when the GSM network is not available.

To find out more about Automotive Care Services, visit www.europ-assistance.com

3.5millionprivate cars registered in China in just the first quarter 2010 (up 76.3%)

3.1millionmotorists have received assistance from Europ Assistance worldwide.


mymobiLity:LEtsotHERsknowwHEREyouARE,LEtsyouknowwHAt’sHAppEningThe iPhone® app MyMobility offers geolocation assistance, with rapid breakdown recovery and related services for motorists: connection to emergency services, management of roadside assistance. With its intuitive, ergonomic design, MyMobility provides valuable support on the road and on the move, in daily life and in exceptional circumstances.

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.

Health

24 EuropAssistance

EuRopAssistAnCEiHs

Health on site... and onlineDrawing on its experience in health solutions for the oil and gas, mining, engineering and construction industries worldwide, the Group’s International Health Solutions (IHS) division has expanded its offer and launched a new website. Visit www.ea-ihs.com for all the latest news on this division.

Strategic partnership between Europ Assistance IHS and Drum Cussac Europ Assistance IHS (EA IHS) and Drum Cussac, a world leading security consultancy, have entered a new strategic partnership, adding security services to EA IHS’ service offering. This partnership goes beyond a simple and traditional out-sourced arrangement, and consists in sharing resources in combined operations worldwide. The partnership offers international institutions and corporations with complementary and comprehensive health care and security solutions. The partnership is being extended within the Group to support its initiative in providing global corporate solutions.


“Comfort life”: we’ll take care of everything while you recoverEurop Assistance Belgium, the subsidiary leading the development of health services, now offers a full Care Services package to people who have become dependent for a minimum period of four days following a sudden illness or accident, or hospitalisation for at least three days. The service includes the delivery of hot meals, medication, essential household products, domestic help, transport for children, pet care and adapting the home for medical purposes. As well as this cover, the company, backed by Europ Assistance Austria, is offering a physiotherapy service. An initial agreement has been signed with Mensura (prevention and protection in the workplace).


Progetto ServiziOn April 2011, Europ Assistance Italy launches the new “Progetto Servizi” offer. All the customers, even without having subscribed an insurance Policy with the Company, can call a free number to receive a wide range of assistance services focused on healthcare and home repairs, such as doctors, physiotherapists, hydraulics, locksmiths and so on. After the phone call, they receive directly at home the type of assistance they need by paying only the single service chosen.

EuRopAssistAnCEpoRtugAL

Teleassistance: remote assistance in PortugalIn partnership with Portugal Telecom, Europ Assistance Portugal has launched a new medical assistance offer: 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.

EuRopAssistAnCEsoutHAfRiCA

Health adviceBased on 13 years of partnership with MTN, one of the leading mobile phone operators in the market, Europ Assistance South Africa now offers the Personnel Health Advisor service to their 18 million customers.

EuRopAssistAnCEuk

Premier Occupational Health careAssistance UK announces an exclusive partnership with Premier Occupational Healthcare, an established provider of quality and affordable occupational health and wellbeing services.

The combination of the strengths of Premier’s Occupational Healthcare’s expertise and Europ Assistance’s 24/7 assistance network creates a powerful presence in a growing marketplace, enabling employers to access customized services needed to improve staff wellbeing, presence in the workplace, productivity and employer health compliance.

CERCLEsAnté-EuRopAssistAnCECHAm2011suRvEyCarried out by the CSA Institute, the fifth Cercle Santé-Europ Assistance survey on the practices, expectations and concerns of Europeans in terms of health issues, was presented to economists and health professionals on 29 September in Chamonix. This survey was expanded in 2010 to include the United States and Austria, bringing the number of countries it covers to ten.

CHAM (the Convention on Health Analysis and Management), of which the Group is a longstanding member, is an excellent opportunity for Europ Assistance to assert its position as a major player in the field of health (www.canalcham.fr).

To find out more about Health Care Services, visit www.europ-assistance.com

6,300air ambulance flying hours

400healthcare professionals

1,116,653health interventions


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.

Home & Family

26 EuropAssistance

onLinEdAtApRotECtion:suRftHEintERnEtwitHpEACEofmindEurop Assistance USA is further enhancing its Premium Identity Theft Protection service with an additional offer, the Data Protection Suite, which protects Internet users against password theft, keystroke capture and misuse of confidential data online. Unlike antivirus and firewall software, which protect the user’s computer, Data Protection Suite protects data against malicious software not detected by conventional solutions. For more information on this new product, visit http://www.europassistance-usa.com/dataprotection/index.html

EuRopAssistAnCEAustRiA

life insurance and funeral assistanceEurop Assistance has launched funeral assistance for the new life insurance cover from the Austrian group Bawag PSK Versicherung, a leading player in bancassurance and postal services.

The cover, which includes funeral costs, organization, legal advice and psychological support, will be sold through the client’s network of more than 500 bank branches and post offices.


“House Assist” for home ownersAt the beginning of 2011, Europ Assistance Belgium reached an agreement with the Syndicat National des Propriétaires (National Association of Homeowners), which defends the rights of owners, co-owners and tenants in Belgium, to provide its 25,000 members with its House Assist cover (planning, surveillance, water damage, etc.).

EuRopAssistAnCECAnAdA

moves into home assistance in OntarioThe 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, Europ Assistance Canada has approved and trained a network of qualified service technicians in Ontario to cover the full range of home appliances and systems: heating, air conditioning, plumbing, electricity, electrical appliances, etc. By simply contacting the call centre, the customer can access the network and obtain the necessary emergency repair services and the associated costs will be covered.

Agreement with NHSEurop Assistance Canada (CMN) has reached a distribution agreement for its home services insurance products with

National Home Services (NHS), a rapidly expanding company in Canada. Europ Assistance will provide the customers of NHS with around-the-clock emergency assistance and access to its network of approved service providers, every day of the year.

EuRopAssistAnCEpoRtugAL

Home assistance in PortugalThe Portuguese company has developed a new home assistance offer for Logo, a low-cost online insurance company, with a full range of cover available in two versions: standard and VIP. It can also send out qualified home protection personnel or arrange storage facilities.

EuRopAssistAnCEsoutHAfRiCA

launches its first B2C offerEurop Assistance South Africa launches Kudough, an online service helping people to manage their personal loans. Scored on a scale from A+ (the highest score) to F (for people in financial difficulty requiring professional help to regain stability), the customer is better able to understand their position and therefore to manage and reduce their debt and also improve their ability to negotiate with banks and other credit providers.

To find out more about Home & Family Care Services, visit www.europ-assistance.com

658,379Home & Family interventions

420,000listed partners


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 Executive Vice-President Marketing and international Sales Region Italy, Germany, Switzerland, Austria

Third row (right to left):

Thierry Depois Executive Vice-President Reengineering, Operations and Information Systems Region France Benelux countries North America

Manrico Iachia Executive Vice-President Innovation and Prospective Region Iberian Peninsula, South America and Africa.

Group Executive Committee

28 EuropAssistance

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.

Strengthened governance


Martin Vial Chief Executive Officer

Marketing and International Sales*

Region Italy, Germany, Switzerland, Austria

Paolo Frapiccini Executive Vice-President

Resources Centre*

Odile CollignonDeputy Managing Director

Reengineering, Operations and Information Systems*

Region France Benelux countries

North America

Thierry Depois Executive Vice-President

Sales and International Health activities*

Region UK, Northern, Central and Eastern Europe,

Middle East, Asia and Oceania

Patrick leroy Executive Vice-President

Innovation and Prospective*

Region Iberian Peninsula, South America

and Africa

Manrico IachiaExecutive Vice-President


* Group transversal functions.

Groupe Generali 99,98 %

Europ Assistance Tchad Branch

Europ Assistance 100%Bahamas

Europ Assistance 90%Angola

Europ Assistance 100%Nigeria

Icare Group 100%

Europ Assistance 100% IHS Services

Europ Assistance 61%(EA Worldwide Services) South Africa

Europ Assistance 75% Germany

Europ Assistance 75%Austria

Europ Assistance 100%Belgium

CMN 100%Canada

Europ Assistance 100%China

Europ Assistance 95% Spain

Europ Assistance 100%USA

CSA 100%

GMMI 100%

Europ Assistance 100%France Océalis 65%

Europ Assistance BranchGreece

Europ Assistance 74%Hungary

Europ Assistance 100%India

Europ AssistanceIreland

Europ Assistance 61%Italy

Europ Assistance BranchLuxembourg

Europ Assistance 100%Oceania

Europ Assistance 57%Netherlands

Europ Assistance 100%Poland

Europ Assistance 53%Portugal

Europ Assistance 100% Czech Republic

Europ Assistance 100%United Kingdom

Europ Assistance BranchRomania

Europ Assistance 100%Russia

Europ Assistance 100%(EA Worldwide Services) Singapore

Europ Assistance 75% Switzerland

Europ Assistance 49% (Carthage Assistance) Tunisia

Europ Assistance 56%Argentina

Europ Assistance 50 % Brazil

Europ Assistance 51%Chile

Europ Assistance 100%Libya

Simplified Group structureat 31 December 2010

Europ Assistance Holding

30 EuropAssistance

Europ Assistance Holding Board of Directors


BOARD MEMBERS

Claude TendilChairman of the Supervisory Board

Martin VialBoard member and Chief Executive Officer

Sergio BalbinotBoard member

GENERAlI Vierepresented by Alessandro Dona

Board member

Michel BeauchesneBoard member

GENERAlI Iardrepresented by Eric le Gentil

Board member

GENERAlI Francerepresented by Valter Trevisani

Board member

Martin VialChief Executive Officer

Odile CollignonDeputy Managing Director

Resources Centre

Thierry DepoisExecutive Vice-President

Reengineering, Operations and Information Systems Region France, Benelux countries,

North AmericaManaging Director, Europ Assistance France

Paolo FrapicciniExecutive Vice-President

Marketing and International SalesRegion Italy, Germany, Switzerland, AustriaManaging Director, Europ Assistance Italy

Manrico IachiaExecutive Vice-President

Innovation and Prospective Region Iberian Peninsula, South America and Africa

Managing Director, Europ Assistance Portugal

Patrick leroyExecutive Vice-President

Sales and International Health activitiesRegion UK, Northern, Central and Eastern Europe,

Middle East, Asia and OceaniaManaging Director, Europ Assistance United Kingdom


Europ Assistance was the first international player in the sector to commit to a CSR (corporate social responsibility) strategy. Today, the Group’s development is inseparable from its social project, and links directly to its history, its business lines and its values. Our culture of shared service and our signature “You live we care” reflect our duty to contribute to new forms of solidarity and progress, by placing people at the heart of economic and social progress, with partners who share the same code of conduct and the same values.

This is an essential element of our businesses, and is also a lever to improve our business efficiency, and a driver of innovation that allows us to demonstrate the vitality and reality of our values. Europ Assistance has based its CSR strategy on three strong principles: developing its activities in line with its values; encouraging innovation, health prevention and the loyalty of its employees and partners; and, deploying a global strategy to act locally, wherever the Group is based.

Ashoka: supporting social entrepreneursThe development of new forms of enterprise which create innovative, lasting and reproducible solutions, is for Europ Assistance one of the most effective levers to change the economic and social environment and create value at a local level. In 2010 we launched a partnership with the international charity Ashoka, which supports 2,400 social entrepreneurs, in three countries: in Belgium with Gymsana, a business that specializes in providing physical activity for the elderly and the dependent, in South Africa, and more recently in Brazil. In total, ten entrepreneurs will receive support from Europ Assistance over three years.

MassiveGood: a real contribution to UNITAIDSince the beginning of 2010, the Europ Assistance Group has been working with MassiveGood, a campaign launched by La Fondation du Millénaire to combat HIV/Aids, malaria, tubercolosis and infant mortality in the poorest countries. Every time they buy flights, book hotel rooms or rent vehicles online, customers of Europ Assistance help fund this programme run by UNITAID, an organization administered by the World Health Organization. This programme of giving is promoted at www.europ-assistance.com and www.netglobers.com, where individuals can make direct contributions.

OUR RESPONSIBIlITy AS AN EMPlOyER: EA FAIR CONTRACTAs a leader in Care Services, Europ Assistance has defined a consistent set of guidelines for managerial conduct, which focuses on the individual, respect, solidarity, team spirit and adapting to local conditions. The EA Fair Contract charter defines the principles and rules applied to its managers and to the management of expertise in all the Group companies. The EA Fair Contract charter covers the respect of diversity and non-discrimination, integrity, clarity and transparency, support and integration, the personal and professional development of employees, recognition of expertise, performance, motivations and aspirations, working conditions and remuneration.

Social responsibility

An essential lever for our strategy

In May 2011, a think tank called le Collectif, made up of ten international business leaders, published a book entitled Empreintes sociales (Social Imprints), to which Group CEO Martin Vial contributed a chapter about social entrepreneurship. Empreintes sociales brings together the visions, beliefs and good practices of those entrepreneurs who aim to reconcile economic and social performance, and opens the debate on the need to include value creation in a long-term outlook.

32 EuropAssistance

Many tangible local actionsEurop Assistance and its subsidiaries work around the world on health, social and humanitarian projects, drawing on their local knowledge and expertise and achieving tangible results.

France: Europ Assistance supports the Second Chance Foundation, a publicly recognized body, by inviting its employees to sponsor individuals aged 18-60 who have suffered major difficulties in life and who currently live in difficult conditions, but show strong motivation to move forward. Our French subsidiary proposes that its employees become involved as sponsors in the professional, technical and human aspects of this type of individual endeavour.

Belgium: the employees of Europ Assistance Belgium support the Dyadis charity (www.dyadis.org) by funding training for Blutch, an assistance dog for people with motor disabilities. In addition, our subsidiary, in partnership with the RTBF, helps regulate the flow of traffic and the reduction of traffic jams in greater Brussels through the services of a motorcyclist who delivers real-time traffic news to Belgium’s main French-language radio station.

Poland: EKO Assistance is a new helpline created by Europ Assistance Poland to promote ecologically responsible behaviors, by delivering round-the-clock information on stores with ecological products and leisure centers with agrotourism certification. It also provides, among others, information on recycling points for electrical and computer equipment and expired medication.

Italy: In 2010, Europ Assistance Italy wins 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. Furthermore, the Italian company is contributing to the maintenance of a 17 hectar park confiscated to mafia racquet with the project “Il Bosco dei 100 passi”.

Portugal: Europ Assistance is a partner of the Santarém centre 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.

Greece: Europ Assistance Greece is taking part in the campaign organized by the Greek Insurance Association to raise awareness of the risks of drink-driving.

Europ Assistance IHS: Europ Assistance IHS (EA IHS) is now a special partner of AMREF, an African non-governmental organization. In addition, as part of the World Malaria Day, EA IHS clinics and medical centers commemorated the day and contributed to the cost of teaching materials and the awareness-raising and prevention campaign among the local population. At Chad’s Independence 50th anniversary gala event, the company was honoured by being awarded the Most Socially Responsible Company Trophy for its sense of social responsibility in terms of the recruitment and training of local medical personnel and its respect for local regulations. EA IHS also carries out medical training programmes for personnel in Angola, South Africa, Congo and France.

United Kingdom: Europ Assistance UK has formed a relationship with local hospice, St Peters & St James. This has resulted in fundraising activities such as dress down Fridays and most recently the company has dedicated staff hours to help decorate the hospice conservatory and sand down garden benches. This newly formed relationship is something Europ Assistance UK looks forward to developing as they begin to help raise awareness in the local area through social media.

USA: 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. In 2010 Europ Assistance sponsored a fundraising effort in aid of the people of Haiti affected by the earthquake.

While much of its assistance is centered around helping people internationally, Europ Assistance USA also strives to contribute to and assist its local community in the Washington, DC area. In December 2010, EA USA employees organized a charitable donation drive for a local homeless shelter for women and children and donated non-perishable food, books and winter clothing for 100 displaced children.


Europ Assistance Group7 boulevard Haussmann - 75309 Paris Cedex 09 - FranceTel.: +33 1 58 34 23 00 - Fax: + 33 1 58 34 23 99www.europ-assistance.com

Annual report 2011

Business

Transcript of Annual report 2011