Activity Report 2015-2016

"The first achievement of our new management team, in the perspective of our ambitious We Connect strategy is that Europ Assistance is back on the path of high growth" Antoine Parisi Group Chief Executive Officer, may 2016

The new Group Management Committee

committee members + + + + + + + +

CROSS-FUNCTIONAL VIEWS

  • Antoine Parisi

    Group Chief Executive Officer

    "Our We Connect strategy was just launched in 2015 and has already lead up to several innovations that have boosted our revenues’ growth by 8% as compared to 2014. I am also very proud of the launch of our Lean Management program in Italy, France and Spain. This strategic program means a lot more than just improving our processes. It entails a transformation of our core culture and is changing the way we work to better serve our customers."

    Revenue

    +8% to € 1.405 M in 2015
  • Pierre Brigadeau

    Group Chief Sales & Marketing Officer Global Head of Business Lines

    300

    millions customers

    covered by
    Europ Assistance or its partners

    "In addition to having built 24/7 platforms around the world and a network of 750,000 service suppliers, technology has become our third top strategic asset. It helps building extraordinary customer experience. Although we have already created global platforms to serve whole areas from a single base, we now need to replicate regional platforms for additional business lines.”

    +15%

    Operating result

    to € 94M
    in 2015
  • Pascal Baumgarten

    Group Chief Operating Officer

    11.6

    million cases

    handled by
    Europ Assistance
    in 2015

    ”The assistance market is undergoing major changes, fueled by the growing importance of the digital technologies. Thinking over the way we work and how we use technology to better serve our customers is a priority for Europ Assistance. In 2015, Europ Assistance was voted the most caring brand in France. This reward is both very heart-warming and humbling. It is an acknowledgment of the company’s great history and of the way we operate to deliver best in-class quality service to our customers.”

" Our We Connect strategy was just launched in 2015 and has already lead up to several innovations that have boosted our revenues’ growth by 8% as compared to 2014. I am also very proud of the launch of our Lean Management program in Italy, France and Spain. This strategic program means a lot more than just improving our processes. It entails a transformation of our core culture and is changing the way we work to better serve our customers."

Revenue

+8% to € 1.405 M in 2015
300

millions customers

covered by
Europ Assistance or its partners

"In addition to having built 24/7 platforms around the world and a network of 750,000 service suppliers, technology has become our third top strategic asset. It helps building extraordinary customer experience. Although we have already created global platforms to serve whole areas from a single base, we now need to replicate regional platforms for additional business lines.”

+15%

Operating result

to € 94M
in 2015
11.6

million cases

handled by
Europ Assistance
in 2015

”The assistance market is undergoing major changes, fueled by the growing importance of the digital technologies. Thinking over the way we work and how we use technology to better serve our customers is a priority for Europ Assistance. In 2015, Europ Assistance was voted the most caring brand in France. This reward is both very heart-warming and humbling. It is an acknowledgment of the company’s great history and of the way we operate to deliver best in-class quality service to our customers.”

key figures 2015

Consolidated revenue

€ 1.405 million

Operating result

€ 94 million

Number of Interventions

€ 11.6 million
Revenue by business line
ring ring

Two disruptive innovations

Connect&Moi

Voted the best disruptive service – Innovation in Insurance Awards 2016

(225 innovations projects submitted, 149 entities, 38 countries)
See more

Concierge and CRM Services

A disruptive new world of full care services launched in France in June 2016

See more

The sensors send data to a “connected learning box” that uses algorithms to detect unusual behavior that may indicate that the customer needs help. Automatic alarm signals are sent to our assistance platform, which can contact customers directly, for example, to remind them to drink more in hot weather; contact their family to tell them how they are; or, when necessary, call the emergency services or healthcare specialists. This is the first time ever that this kind of technology is applied to a home assistance and prevention tool.

IN JUNE 2016, EUROP ASSISTANCE IS LAUNCHING extremely innovative concierge and CRM services, using advanced data analytics to smartly interact with customers by automatically enriching their profiles each month with fully customizable offers. Each contact point enhances customer understanding through the customizable services delivered. These white label B2B2C services are designed for businesses looking to create close, tailored relationships with their customers by offering a remarkable experience as part of a new era of customer relations. These concierge & CRM services will soon be deployed in the United States and Asia.

Three new high-potential services

DIGITAL ROAD SIDE ASSISTANCE

A New app-based channel who makes it easy to provide real-time local support and information.

SCHENGEN E-SHOP

A newly launched online service providing access to travel insurance, assistance and visa advice for all non-European customers travelling in Schengen countries.

ID THEFT PACKAGE

Since the spring of 2016, a dedicated ID theft package has been marketed by Europ Assistance jointly with Generali in the USA. This innovative solution is a convenient aid for companies through the complex and time-consuming process of getting their identity back, by providing assistance, compensation for loss of wages, risk transfer and restoration.

for people
Non stop caring

Building a truly customer-centric culture

"Net Promoter System (NPS) is about transforming the way we work; it helps us listen to customers so that their voices can be heard at the heart of our company, where it drives change and shows us what we need to adjust or adapt. Our priority now is to make use of NPS within Europ Assistance as a tool to give our managers and employees the information and insight into their customers’ desires that they lacked in the past.

NPS and Europ Assistance are a natural fit: listening and responding to customers demand already forms part of Europ Assistance’s DNA.”

Non stop caring

Caring for others

“Ever since its creation, Europ Assistance has been driven by the same mission: caring for people and improving their lives by providing services that resolve difficult or stressful situations. These values are at the heart of the Europ Assistance Corporate Social Responsibility (CSR) approach towards its employees, partners, service providers and customers. First and foremost, the Group intends to further strengthen the relationship between its employees and customers, as this is already a key point recognized by our employees, as revealed by the first Group-wide engagement survey we launched in 2015.”