corporate presentation 2011-2012 (english version)

Europ Assistance Group I 2011-2012

EUROP ASSISTANCE GROUP

HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE

A POWERFUL, LONG-TERM SHAREHOLDER

KEY FIGURES

INTERNATIONAL STANDING

ORGANISATION BY REGION

GOVERNANCE

ACCOMPANYING THE CARE REVOLUTION

CARE SERVICES

A STRATEGIC AMBITION: INNOVATION

AN INNOVATIVE BRAND PLATFORM

A WORLDWIDE SIGNATURE

Content

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 SERVICE• TRAVEL• AUTOMOTIVE• HEALTH• HOME & FAMILY• SOME REFERENCES IN OUR FOUR ACTIVITIES

One business: assistanceEurop Assistance Group

Strategy A culture of responsibility

CSR STRATEGY: "THE SOCIAL FOOTPRINT“

CREATING A "POSITIVE SOCIAL FOOTPRINT“

COMMON VALUES

INITIATIVES FOR CHARITY

LOCAL KNOW-HOW PRIORITIZED


Europ Assistance Group

Europ Assistance Group I 2011 - 2012


EUROP ASSISTANCE GROUP

HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE

A POWERFUL, LONG-TERM SHAREHOLDER

KEY FIGURES

INTERNATIONAL STANDING

WORLDWIDE GEOGRAPHIC ORGANIZATION

GOVERNANCE

Europ Assistance Group I 2011 - 2012

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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 Services :- Travel - Health- Automotive - Home & Family

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

… With its 8,000 employees, 37 local companies and a network of 423,000 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.



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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 existing 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.



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1964 - 1980: A meteoric rise

1964

1967

1971-1980

Internationalization begins in Belgium

A transatlantic offer Europ Assistance launches operations outside Europe and offers a USA-Canada-Mexico subscription

Europ Assistance extends its frontiersIt 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)



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1981 – 1990 : Europ Assistance takes over the world

1981

1983-1989

The first generation of assistance in daily lifeCreation of an advice, information and assistance service to handle problems encountered in daily life

Europ Assistance extends its frontiersEurop Assistance opens up in Washington (1983)then South Africa (1984) and Tunisia (1989), and opens an office and call centre in Beijing (1989)



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1991 – 2003 : Europ Assistance takes over the world

Europ Assistance launches its home assistance activityEurop Assistance opens up in Ireland

then in Greece (1992), Portugal (1993), Austria and Brazil (1995), Poland (1996), Singapore, Argentina, Hungary and Switzerland (1997)

Worldwide leadershipEurop Assistance Holding is created, and Europ Assistance opens up in Israel115 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 birthdayWith 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



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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 familyEntry 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 SpainCreation of IHS Services, a company offering health solutions for remote sites and travel for medical treatmentPublication of "la Care Revolution" (M.Vial)Europ Assistance opens up in IndiaExpansion 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



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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 TurkeyEurop Assistance Group adopts a worldwide signature: "you live we care.”Launch of the Group road map for 2011–2015

2004 – 2010 : the Columbus era



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2011-2015 : to become the most innovative Group in the Care Services sector

2011 2012

2013

New Group corporate website launch

Europ Assistance group launches a new international program dedicated to innovation

Europ Assistance group celebrates its 50th birthday



A powerful, long-term shareholder

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100 %



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Key figures

8,000 Employees

300 Million customers covered

by Europ Assistance, either directly or via its

partners

400 Healthcare

professionals

4,900 Assistance

representatives

80 Companies and

branches in

37 countries

208 Countries covered by

the Group’s correspondents

39 Customer

assistance centres

423,000 Listed service providers



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Key figures

58,2 Million telephone calls

handled each year

136Countries in which the

Group intervened

6,250 Air ambulance flying

hours to repatriate Group customers

11, 8 Million interventions

each year

2 Phone calls handled

every second worldwide

1 Assistance intervention

every two seconds around the world

34,500 Commercial flight tickets

bought to repatriate Group customers

3,1 Million motorists provided

with breakdown assistance



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Key figures

Consolidated revenues Operating income(in € million) (in € million)



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Key figures



International standing

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Worldwide geographic organization

REGION 1Italy, Germany, Switzerland, Austria, Central and Eastern Europe

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REGION 2France, Benelux, North America

REGION 3Spain and Portugal, Asia,South America and Africa



Governance

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Governance

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Strategy


Strategy

GLOBAL TRENDS: 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


Global trends: 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.

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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.


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

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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Technology associated with humanityIn line with its pioneering mindset, Europ Assistance has set a challenge throug 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.


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


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A brand platform turned round to the future

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



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A worldwide signature

A signature : you live we care

which highlights the brand in a unique way among its 300 million customers and 423,000 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 Europ Assistance Group I 2011-2012

One business: assistance


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 AREAS OF CARE SERVICES:


• TRAVEL• AUTOMOTIVE• HEALTH• HOME & FAMILY

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Humanity and new technologies at the heart of Care Services


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


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

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.

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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




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

423,000 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 …



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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 representativeslisten, 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

The assistance representatives

NATIONAL and INTERNATIONAL networks• 423,000 service providers worldwide

• Medical providers

• Technical providers

• International network of correspondents:a local interface

• Other Group companies: a system ofmutual assistance

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Four areas of Care Services: 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.



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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.



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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



Some references: Travel


43Europ Assistance Group I 2011-2012

Four areas of Care Services: 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).


"Must" tools

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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…



Some references: Automotive



Some references: Automotive

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Four areas of Care Services: 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.


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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.



Personalized innovative services


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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.

International Health Global Corporate Solutions : The Global Corporate Solutions division of the Europ Assistance Group is the dedicated point of entry for global groups, players from the international health care sector, and transnational bodies providing international health care and medical assistance solutions. The packages that it provides meet the needs of business travellers, expatriates, local staff, clients and members. This division deploys human and material resources on a worldwide or local scale, overseen by services offering support and advice in fields such as on-site medicalisation and health plans (with a network of qualified and audited suppliers), medical evacuation services, the organisation of treatment abroad, or medical support programmes for employees via prevention and information services in particular.



Some references: Health

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Some references: Health

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Four areas of Care Services: 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

Four areas of Care Services: Home & Family

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Some references: Home & Family

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Some references: Home & Family

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A culture of responsibility


A culture of responsibility

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.


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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"

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.

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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:

pioneering mindset,

integrity,

creation of value,

performance as a team,

commitment to customers.

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Initiatives for charity

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.- 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 humane approach in psychiatric hospitals (Europ Assistance Portugal).

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Local initiatives



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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corporate presentation 2011-2012 (english version)

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