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During and after assistance
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ASSISTANCE COORDINATOR
The coordinator is at the centre of operations. He is the one who takes the call from
the customer who needs assistance, responding warmly and analysing his situation sympathetically.
He then sets up and co-ordinates all the means at his disposal, in order to provide
THE ad hoc solution, whilst at the same time respecting appropriate procedures. He
follows the whole operation end-to-end, carefully informing the customer at every
stage, and gives him a solution that is appropriate for his situation. |
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THE DOCTOR, OR MEDICAL "CONTROLLER"
The Assistance coordinators inform him of details of every operation of a medical
nature, he analyses the customer's situation, contacts the local doctor, decides which
medical solution the assistance coordinator will activate on his instructions and
follows the operation through to completion. |
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MISSION STAFF
These are professionals (they may be drivers, nurses or emergency doctors) who may
be sent to a customer in distress at any time, whether this means repatriating his
vehicle, accompanying him for medical repatriation or co-ordinating necessary medical
operations on the spot. |
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CLAIMS HANDLER
Receives and handles customers' requests for reimbursement of expenses incurred in
a situation where assistance was needed, checks them and pays the partners who were
involved. |
Before assistance
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SALES OR MARKETING MANAGER
Develops and sells Europ Assistance products, adapting to different markets (individuals,
manufacturers in the automotive industry, businesses, credit card companies and to
the different distribution channels (brokers, banks, "inclusions"). |
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SALES ADMINISTRATOR
The personal details of a customer or the members of his family or his vehicles, and
the conditions of his contract must be exact and available for consultation at any
time. This is the responsibility of the Sales Administrator. From the moment when
the contract is signed up until its expiry date, the Sales Administrator monitors
the evolution of the customer covered by it. |
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SERVICE PROVIDER NETWORK
CO-ORDINATOR
The Europ Assistance Group has built up a unique network of independent partners,
who are ready to intervene at any time, anywhere in the world, whatever type of assistance
is needed.
Each one of our companies has a team which looks for partners, who are described as
service providers, choosing them on the basis of strict criteria relating to technical
and behavioural skills (particularly in the area of relationships and ethics), and
monitoring their performance for quality and cost of operations. Their contact details
are entered into a data bank accessible to all assistance representatives, whether
they work in Argentina, China, or another Europ Assistance company. |
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