Europ Assistance

Europ Assistance is a French company created in 1963. The company created the concept of world-wide medical assistance.^[1]

The inventor of real-time assistance over 50 years ago,^[2] Europ Assistance is now a global provider of assistance services to people in the fields of health, home and family life, automotive and travel. The group invented Care services^[3] to meet new needs arising from globalisation, growing urbanisation, longer life expectancies and the transformation of family models.

Europ Assistance watches over more than 300 million clients worldwide thanks to its 8,200 employees, 44 companies and branches in 33 countries and its network of 425,000 partners active in the field.^[4]

Key figures

• Number of employees: 8,200
• Consolidated revenue: 1,374M€^[5]
• Operating Result: 84M€
• Revenue outside France: 75%
• Shareholders’ equity: 270M€

History

1960s: birth of assistance as a profession

In 1963, with backing from Generali,^[6] which was the first shareholder, Pierre Desnos founds Europ Assistance, the first service offering protection to people travelling abroad. In 1964, the Belgian subsidiary is created in Brussels, the first subsidiary outside France.^[7] In 1965, the company signs an agreement with the French aircraft manufacturer Marcel Dassault for the permanent availability of a special Falcon 20 equipped for medical purposes. In 1967, it offers a USA-Canada subscription. After Belgium, Europ Assistance opens a second subsidiary in Italy in 1968.

1970s: assistance services become widespread

In 1977, Europ Assistance celebrates its ten millionth customer and introduces the first contracts covering more distant countries such as Brazil and Kenya. The same year, opening of a subsidiary in Spain.^[8] In 1978, Europ Assistance Belgium charters the first "Snow Airplane" to repatriate Belgian nationals injured during skiing holidays in the French Alps.^[9]

1980s: Europ Assistance extends beyond Europe

In 1980, opening of a subsidiary in Germany. One year later, creation of a service offering advice, information and assistance to resolve the problems of everyday life and opening of a subsidiary in the United States. After Europe and America, Europ Assistance develops on a third continent, Africa, through the creation of a new subsidiary in South Africa in 1984. Europ Assistance enters the Asian market and opens a representative office in China in 1989.

1990s: Europ Assistance pushes ahead with its international development

In 1991 Europ Assistance expands into Greece by opening a branch. The company launches teleassistance and creates Europ Assistance Portugal in 1993. Three years later, Europ Assistance moves into Argentina, Austria, Brazil, Hungary, Poland, Singapore and Switzerland.^[10] In 1998, 115 million people are covered by the company in the world and 3.75 million cases are handled annually by 2,300 employees.

2000s: Europ Assistance invents Care Services

Europ Assistance launches the first pan-European holiday barometer on a sample of 3,500 Europeans (French, German, British, Italian, Spanish, Belgian and Austrian)^[11] in 2000. One year after, opening of a Russian and Czech subsidiary. In 2001, the Generali Group acquires 100% of the capital^[12] of the Europ Assistance Group and opening of a subsidiary in French Polynesia. In 2003, creation of Europ Assistance Irish Branch, an Irish company covering the company's international risk and the former chairman of La Poste (French post office), Martin Vial succeeds Yves Galland^[13] to become CEO of the group. One year after, the company moves into Chile and on 26 December, following the Tsunami in southeast Asia, the Europ Assistance Group mobilises 150 employees around the clock to manage more than 1,000 customers.^[14] In 2005, launch of a new visual identity for the Europ Assistance group, reflecting its new ambitions.^[15] One year after, together with the French market research firm CSA, the group publishes the first barometer of opinion on health systems in five European countries (Germany, France, Great Britain, Italy and Sweden)^[16] and opened a subsidiary in the Bahamas, Canada and Chad. In 2007, the group CEO, Martin Vial, publishes "The Care Revolution".^[17] In addition, the first "Plug & Sell" online insurance solution^[18] is launched. This global e-commerce platform is especially designed for travel agents, tour operators and airlines. The same year Europ Assistance gains a foothold in India and Romania. One year after, the group continued a geographic expansion with the acquisition of two companies in the US: GMMI^[19] in the field of health in Florida and CSA Travel Protection^[20] in the field of travel in San Diego. Founded in 1991, CSA Travel Protection provides customized travel insurance, related products, and comprehensive administrator services for its business partners and the travelling public. They employ over 150 staff members at their San Diego location and throughout the US and are known for their consumer-conscious business practices and award-winning customer service. CSA Travel Protection was the first company to introduce a vacation rental damage protection plan to the US vacation rental market.^[20] Europ Assistance also trials a proposed telemedicine interactive solution in remote regions throughout the Vendée Globe yacht race in 2008. In 2009, Europ Assistance partners the Bradesco Seguros Group to create a joint venture in Brazil. Europ Assistance Brazil is now the group's biggest company in terms of workforce the same year the group expands into Serbia.

2010s: Europ Assistance commits

In 2010, Europ Assistance creates a new global tagline "you live we care".^[21] It makes support for social entrepreneurship its global commitment in terms of corporate social responsibility and links up with Ashoka.^[22] The same year Europ Assistance becomes the reference shareholder of Océalis,^[23] the French company specialised in direct distribution of teleassistance and opened of a subsidiary in Cameroon and Turkey. One year after, the company opens a subsidiary in Congo and in 2012 a subsidiary in Nigeria.^[24] In 2013, Europ Assistance celebrates 50 years of expertise at the service of its 300 million customers worldwide^[25] and in 2014, Antoine Parisi is appointed CEO of the Europ Assistance Group.^[26]

Activities

Europ Assistance provides travel assistance services - travel assistance, medical repatriation, cancellation insurance, lost luggage insurance, etc. - and vehicle assistance services - roadside assistance, mechanical warranty, claims, geolocation, on-board telematics,^[27] etc..

Since 2005, Europ Assistance has developed two new activities: health assistance^[28] - treatment of dependency, chronic disease management, medical monitoring before and after hospitalisation, prevention, health solutions for employees, business travellers and expatriates, travel for treatment, on-site medical care, etc. - and family and home assistance - mobile teleassistance, tutoring, legal protection, concierge services, protection against fraud and identity theft.^[29]

In the USA, Europ Assistance is known among consumers for its travel insurance which is sold under the brand CSA Travel Protection. www.csatravelprotection.com website is available for online direct to consumer sales and servicing. CSA also sells through travel agency retailers and vacation home renters /vacation rental management companies. Call 800-874-4224 for CSA sales or service.

The locations worldwide

Europ Assistance operates through 44 companies and branches in 33 countries: Angola, Argentina, Austria, Bahamas, Belgium, Brazil, Cameroon, Canada, Chad, Chile, China, Congo, Czech Republic, France, French Polynesia, Germany, Greece, Hungary, India, Ireland, Italy, Nigeria, Poland, Portugal, Romania, Russia, Serbia, Singapore, South Africa, Spain, Switzerland, Turkey, United States.

Europ Assistance has 35 call centres: Angers, Athens, Badajoz (Spain), Barcelona, Beijing, Brussels, Budapest, Buenos Aires, Fort Lauderdale (USA), Geneva, Istanbul, Johannesburg, Le Mans (France), Lisbon, London, Madrid, Milan, Moscow, Mumbai, Munich, Papeete, Paris, Prague, Rende (Italy), Rostock (Germany), San Diego, Santiago (Chile), São Paulo, Shanghai, Singapore, Toronto, Warsaw, Vienna, Washington DC, Zurich.^[30]

Governance

Members of the Executive Committee of the Europ Assistance Group^[31]

• Antoine Parisi, Chief Executive Officer^[32]
• Odile Collignon, Deputy Managing Director Resource Center^[33]
• Stéphane Vermersch, Chief Financial Officer (CFO)^[34]
• Massimo Maltempi, Chief Operational Officer (COO)^[35]
• Chris Carnicelli, Executive Vice President North America Region^[36]
• Thierry Depois, Executive Vice President France and Benelux Region and Managing Director of Europ Assistance France^[37]
• Bruno Scaroni, Managing Director of Europ Assistance Italy^[38]
• Manrico Iachia, Executive Vice President Innovation and Prospective Centre, Iberian Peninsula, South America, Africa Region and Managing Director of Europ Assistance Portugal^[39]

Members of the Board of Directors

• Claude Tendil, Chairman of the Board of Directors, Chairman of Generali France^[40]
• Sergio Balbinot, Member of the Board, Member of the Generali Group Management Committee (GMC), Group Chief Insurance Officer of Assicurazioni Generali S.p.A^[41]
• Alessandro Dona, Permanent Representative of Generali Vie, Member of the Board, Group Insurance Operations Director of Assicurazioni Generali S.p.A^[42]
• Michel Andignac, Member of the Management Committee, Chief Financial Officer and Chief Investment Officer of Generali France^[43]
• Valter Trevisani, Permanent Representative of Generali France, Member of the Board, Deputy Managing Director of Assicurazioni Generali S.p.A^[44]
• Paolo Vagnone, Member of the Board, Member of the Generali Group Management Committee (GMC) and Head of Global Business Lines of Assicurazioni Generali S.p.A^[45]

The shareholder

Generali is the main shareholder of Europ Assistance since it was founded and its sole shareholder since 2002^[46] after the Fiat group left that year, having held a 40% shareholding since 1994. As a committed shareholder from the outset, the Generali Group is a key partner with whom Europ Assistance achieves almost 15% of its turnover globally.

Europ Assistance is helping to improve the performance of its shareholder and is active in implementing synergies to deliver solutions and services to their customers.^[47]

The commitments of the Europ Assistance group

Since 2010, the Europ Assistance Group has been a partner of Ashoka. As part of this global partnership with this NGO, Europ Assistance now supports 10 social entrepreneurs in the world (Belgium, South Africa, Brazil, USA, Argentina, Spain, France, Poland, Germany, and Canada) in the fields of health and human services.^[48]

Local companies are also engaged in health, social or humanitarian initiatives. For example, the group's GCS (Global Corporate Solutions) division has reached a partnership deal with AMREF,^[49] an association renowned for its "flying doctors" air ambulance service aimed at health development in Africa. Or employees of Europ Assistance South Africa who are mobilised each year to help families affected by AIDS.

Moreover, Europ Assistance has created the first network of eco-responsible service providers on a pan-European level, the "Europ Assistance First Selected Green Network". Europ Assistance offers comprehensive packaged solutions specifically dedicated to owners and users of electric vehicles.^[50]

Logo history

In 2005, Europ Assistance changed its logo for the first time since 1963.^[51]

And in 2010, Europ Assistance adopted a new positioning and a new global tagline "you live we care" (in France, "vous vivez, nous veillons").^[52]

References

1. ↑ Vive la France?, ITIJ, 26 July 2009, http://www.itij.com/feature/vive-la-france
2. ↑ The 50th years of Europ Assistance in motion design, 2factory website, 2013, http://2factory.com/en/projects/europ-assistance-motion/
3. ↑ Europ Assistance heads for the "care", Les Echos, 15 February 2012, http://www.lesechos.fr/15/02/2012/LesEchos/21124-047-ECH_europ-assistance-met-le-cap-sur-le---care--.htm
4. ↑ Network, Europ Assistance Group website, http://group.europ-assistance.com/en/network
5. ↑ Europ Assistance group 2013-2014 annual report, Europ Assistance group Slide Share account, page 23, 2014 http://fr.slideshare.net/EuropAssistanceGroup/20132014-corporate-leaflet
6. ↑ Europ Assistance strengthens synergies with Generali, Les Echos, 24 January 2014, http://www.lesechos.fr/24/01/2014/LesEchos/21612-130-ECH_europ-assistance-renforce-les-synergies-avec-generali.htm?texte=europ%20assistance
7. ↑ Retro commercial: Europ Assistance’ St Bernard, Europ Assistance Belgium blog, 21 August 2014, http://blog.europ-assistance.be/pub-saint-bernard-europ-assistance/
8. ↑ Europ Assistance Spain corporate website, Europ Assistance en España, http://corporate.europ-assistance.com/espana/europ-assistance-en-espana
9. ↑ Europ Assistance Belgium charters its now traditional “snow planes” to bring back all of the “ski victims”, Europ Assistance Group website, 18 March 2014, http://group.europ-assistance.com/en/news/europ-assistance-belgium-charters-its-now-traditional-snow-planes-bring-back-all-ski#.VBBfrPl_ueE
10. ↑ Europ Assistance Group 2013 annual report, Europ Assistance group Slide Share account, page 19, 31 October 2013, http://fr.slideshare.net/EuropAssistanceGroup/corporate-38481769
11. ↑ Twelfth Ipsos-Europ Assistance barometer published, ITIJ, 11 June 2012, http://www.itij.com/story/twelfth-ipsos-europ-assistance-barometer-published
12. ↑ Generali to buy 40 pct Europ Assistance from Fiat, Wardsauto, 30 September 2001, http://wardsauto.com/generali-buy-40-pct-europ-assistance-fiat
13. ↑ Martin Vial, Europ Assistance CEO, Le Monde, 9 September 2003, http://www.lemonde.fr/archives/article/2003/09/09/martin-vial-directeur-general-d-europ-assistance_4271945_1819218.html?xtmc=martin_vial&xtcr=68
14. ↑ Assisting travellers to brazil, and elsewhere..., Generali group website, 12 June 2014, http://www.generali.com/Generali-Group/Media-Relations/corporate-magazines/homepage-s-focus/?idSezione=322109
15. ↑ Europ Assistance at the heart of everyday, Dragon rouge website, http://www.dragonrouge.fr/node/2585
16. ↑ Europeans’ opinion of their healthcare systems, West info, 16 October 2013, http://www.west-info.eu/europeans-opinion-of-their-healthcare-systems/
17. ↑ ANSP (Agence nationale des services à la personne) website, http://www.servicesalapersonne.gouv.fr/la-care-revolution-l-homme-au-c%C5%93ur-de-la-revolution-mondiale-des-services-%285449%29.cml
18. ↑ SAS chooses Europ Assistance Group, Easier, 10 March 2013, http://www.easier.com/46553-sas-chooses-europ-assistance-group.html
19. ↑ Gmmi website, https://www.gmmi.com/
20. 1 2 Csa Travel Protection website, https://www.csatravelprotection.com/
21. ↑ The Europ Assistance Group launches its new signature within the framework of its 2011-2015 road map to become the most innovative company in its sector, Razorvoice, http://www.razorvoice.com/the-europ-assistance-group-launches-its-new-signature-within-the-framework-of-its-2011-2015-road-map-to-become-the-most-innovative-company-in-its-sector/
22. ↑ Ashoka Forms a Partnership with Europ Assistance to Find Social Entrepreneurs in 10 Countries in Europe, Ashoka group website, https://www.ashoka.org/press/ashoka-forms-partnership-europ-assistance-find-social-entrepreneurs-10-countries-europe
23. ↑ Europ Assistance enter in the capital of Océalis, L'Argus de l'Assurance, 9 March 2010, http://www.argusdelassurance.com/distribution/reseau/europ-assistance-entre-au-capital-d-ocealis.42623 New Niger centre for Europ Assistance, ITIJ, 7 August 2014, http://www.itij.com/story/new-niger-centre-europ-assistance11926
24. ↑ New Niger centre for Europ Assistance, ITIJ, 7 August 2014, http://www.itij.com/story/new-niger-centre-europ-assistance11926
25. ↑ Ea marks 50 years of innovation, Europ Assistance USA blog, http://www.europassistance-usa.com/blog/archives/ea-marks-50-years-of-innovation/
26. ↑ Antoine Parisi Appointed As CEO Of Europ Assistance Group, PMI magazine, 3 July 2014, https://ipmimagazine.com/medical-health-insurance/en/news/appointments/item/2914-antoine-parisi-appointed-as-ceo-of-europ-assistance-group
27. ↑ Telematics opens new horizons for automobile assistance, Les Echos, 24 January 2014, http://www.lesechos.fr/24/01/2014/LesEchos/21612-131-ECH_la-telematique-ouvre-de-nouveaux-horizons-pour-l-assistance-automobile.htm?texte=europ%20assistance
28. ↑ Company Overview of Europ Assistance France, Businessweek, 11 September 2014, http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=20882391
29. ↑ Europ Assistance USA Debuts Site for Online Sales of Identity Theft Prevention and Resolution Product, IDBeMe, Reuters, 27 April 2009, http://www.reuters.com/article/2009/04/27/idUS130581+27-Apr-2009+MW20090427
30. ↑ Europ Assistance group 2013-2014 annual report, Europ Assistance group Slide Share account, 4 June 2014, page 26, http://fr.slideshare.net/EuropAssistanceGroup/20132014-corporate-leaflet
31. ↑ Europ Assistance group 2013-2014 annual report, Europ Assistance group Slide Share account, 4 June 2014, page 26, http://fr.slideshare.net/EuropAssistanceGroup/20132014-corporate-leaflet
32. ↑ Antoine Parisi new Europ Assistance CEO, Generali Group website, 1 July 2014, http://www.generali.com/Generali-Group/Media-Relations/press-releases/2014/?idSezione=323079
33. ↑ Odile Collignon, Zoom info, http://www.zoominfo.com/p/Odile-Collignon/1184949130
34. ↑ Europ Assistance group 2013-2014 annual report, Europ Assistance group Slide Share account, 4 June 2014, page 26, http://fr.slideshare.net/EuropAssistanceGroup/20132014-corporate-leaflet
35. ↑ Massimo Maltempi is appointed as Chief Operational Officer of the Europ Assistance Group (Europ Assistance Holding SA), WN, 16 January 2014, http://article.wn.com/view/2014/01/16/Massimo_Maltempi_is_appointed_as_Chief_Operational_Officer_o/
36. ↑ Europ Assistance group website, Chris Carnicelli Biography, 2014, http://media.europ-assistance.com/sites/default/files/chris_carnicelli_biography_gb.pdf
37. ↑ Thierry Depois, Businessweek, 17 September 2014, http://investing.businessweek.com/research/stocks/private/person.asp?personId=47356718&privcapId=55037
38. ↑ Generali, Bruno Scaroni Ad di Europ Assistance Italia dal 6 ottobre, Reuters, 12 September 2014, http://it.reuters.com/article/itEuroRpt/idITL5N0RD4NN20140912
39. ↑ Manrico Iachia, Businessweek, 29 August 2014, http://investing.businessweek.com/research/stocks/private/person.asp?personId=9225904&privcapId=5503710
40. ↑ Assicurazioni Generali, Claude Tendil, Businessweek, 11 September 2014, http://investing.businessweek.com/research/stocks/people/person.asp?personId=7668148&ticker=G:IM
41. ↑ Assicurazioni Generali, Sergio Balbinot, Businessweek, 29 August 2014, http://investing.businessweek.com/research/stocks/people/person.asp?personId=8073726&ticker=G:IM
42. ↑ Assicurazioni Generali, Alessandro Dona, Businessweek, 29 August 2014 http://investing.businessweek.com/research/stocks/private/person.asp?personId=225893831&privcapId=5503710&previousCapId=24083867&previousTitle=MERCIALYS
43. ↑ Generali website, Michel Andignac, http://institutionnel.generali.fr/michel-andignac
44. ↑ Assicurazioni Generali, Valter Trevisani, Businessweek, 29 August 2014, http://investing.businessweek.com/research/stocks/people/person.asp?personId=35347802&ticker=G:IM&previousCapId=5503710&previousTitle=Europ%20Assistance%20Holding%20S.A.
45. ↑ Generali press release, New organisational structure for Country Italy and Corporate business. New Group CFO, 7 September 2012, http://www.generali-uae.com/generali_files/files/1209-cs-nomine-e.pdf
46. ↑ Generali to buy 40 pct Europ Assistance from Fiat, Wardsauto, 30 September 2001, http://wardsauto.com/generali-buy-40-pct-europ-assistance-fiat
47. ↑ Europ Assistance strengthens synergies with Generali, Les Echos, 24 January 2014, http://www.lesechos.fr/24/01/2014/LesEchos/21612-130-ECH_europ-assistance-renforce-les-synergies-avec-generali.htm?texte=europ%20assistance
48. ↑ Ashoka Forms a Partnership with Europ Assistance to Find Social Entrepreneurs in 10 Countries in Europe, Ashoka website, https://www.ashoka.org/press/ashoka-forms-partnership-europ-assistance-find-social-entrepreneurs-10-countries-europe
49. ↑ Institutional Partners, Europ Assistance GCS website, http://www.gcs.europ-assistance.com/uk/about-us/partners/institutions
50. ↑ Europ Assistance creates an eco-providers’ network, L’Argus de l’Assurance, 25 March 2010, http://www.argusdelassurance.com/acteurs/assisteurs/europ-assistance-cree-un-reseau-d-eco-prestataires.42892
51. ↑ Europ Assistance at the heart of everyday, Dragon Rouge website, http://www.dragonrouge.fr/node/2585
52. ↑ The Europ Assistance Group launches its new signature within the framework of its 2011-2015 road map to become the most innovative company in its sector, Razor Voice website, http://www.razorvoice.com/the-europ-assistance-group-launches-its-new-signature-within-the-framework-of-its-2011-2015-road-map-to-become-the-most-innovative-company-in-its-sector/