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True Stories From Mondial Assistance Accompanies 2008 Annual Report

Mondial Assistance
Mondial Assistance

A booklet of True Stories (customer experiences) which accompanies the 2008 Mondial Assistance Annual Report.

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True Stories
Key figures 2008 in gures Turnover (in million euros) 2008 1,597 Turnover per zone 2007 1,508 19% Americas 2006 1,344 9.5% Asia Paci c 71.5% EMEA Net pro t (in million euros) 2008 62.6 2007 57.1 Turnover per LOB 2006 55.9 48% Travel 5% Property & others Combined ratio (in points) 39% Auto 2008 94.9 8% Health & Lifecare 2007 95.1 Staff per zone 2006 95.2 25% Americas Total staff (number of people) 14% Asia Paci c 61% EMEA 2008 9,817 2007 9,356 2006 8,550 Mondial Assistance True Stories 2008
The Mondial Assistance family grows! 1st year completed in Hungary Ready to expand in Romania New subsidiary opens in Russia Unique brand name We implemented a Chinese tag-line re鍖ecting our mission and brand promise. 2008 rewards for innovation and dedication! The Netherlands, the United States China: Best China Call Center and Canada adopted the new brand USA: Global Call Center of the Year name. They now operate under a France: Purchasing Decision Award unique brand and speak to you with Japan: 3-star Call Center a single voice all around the world. Belgium: Best Assistance Product We launched our new brand Germany: Best in class for Travel Insurance positioning successfully across the Group. 2008 milestones Mondial Assistance True Stories 2008
ROADSIDE ASSISTANCE Lost and found in translation ts hard to communicate when you dont speak the same language. So what I do you do when your car breaks down, and you cant explain where you are or whats wrong? One of our German customers was in Naples when his car stopped in the middle of a busy street. He immediately called the number of our Roadside Assistance platform on a card provided by the automobile manufacturer. One of our Assistance Coordinators answered the phone, but because our German customer only spoke a little Italian, everything was lost in translation! Our Assistance Coordinator patiently informed him that she would call him right back with a German interpreter. Within ten minutes our stranded customer was stranded no more, speaking in his native tongue. Our German- speaking Coordinator quickly determined where the vehicle was and that it needed to be towed. The car was taken to the local dealers for repair while a taxi transferred our customer to his hotel. We even break down language barriers to help customers when their cars break down! We even break down language barriers to help customers when their cars break down! Mondial Assistance True Stories 2008
TRAVEL INSURANCE Strikes in Thailand witzerland may be a small country, but at our business unit we have a S big reach, especially when it comes to helping our Swiss customers out of a crisis. Many of our customers were stranded during the strikes in Bangkok, with little visible way out. But we knew otherwise. Where theres a will, theres a way. We chartered two long-haul passenger planes to 鍖y them back to Switzerland from a Thai military airport. The logistics involved were no small matter. The tourists had to be brought by special buses to the airport from more than 10 locations; we chartered the planes at very short notice, which involved obtaining over-鍖ight rights and planning refueling stops. Once they arrived in Europe, we then transferred them to their homes in Switzerland. Our repatriation efforts received a lot of media attention, and rescued travelers and our industry partners warmly expressed their thanks and gratitude. But for us, it was all part of our job. Our duty above all is to bring our customers safely home if theyre in trouble abroad. Our duty above all is to bring our customers safely home if theyre in trouble abroad. Mondial Assistance True Stories 2008
PROPERTY ASSISTANCE We never leave our customers in the dark eing stuck in the dark is no fun. One of our Spanish customers recently B found himself in this uncomfortable situation, and luckily he had subscribed to our Property Assistance services via his insurance company. Very late one night, our Assistance Platform received his call for help. All his power had gone out, and he and his family were quite distraught. Our Assistance Coordinator asked him a few questions and then immediately arranged for an expert electrician to go to his home. We stayed in close contact with him until the electrician arrived. Fortunately, within two hours, the electrician had restored the power and our customer could rest easy. Thats what were here for to intervene 24/7 and put right what has gone wrong so that you and your loved ones can rest easy. Thats what were here for to intervene 24/7 and put right what has gone wrong so that you and your loved ones can rest easy. Mondial Assistance True Stories 2008
EVENT CANCELLATION Stormy weather in Florida live in central Florida where there are always threats of tornados and other I dangerous weather conditions. Recently a tropical storm passed through and the event that I was going to was cancelled; I found out the day before via email. Luckily I had taken out an events cancellation policy with Mondial Assistance. I 鍖rst called the ticketing company who said a refund was being issued to my credit card, but the amount only covered the price of the tickets. They instructed me to contact you at Mondial Assistance to request a refund for the policy. Because I had been noti鍖ed of the cancellation and also noti鍖ed Mondial Assistance prior to the event taking place, I was able to request a refund for the insurance cost. I just want you to know that I really love your services. I go to a lot of events and rarely have problems, but its nice to know that a service now exists out there to protect my purchases. Im telling all my friends, family and colleagues about you guys!!! Im telling all my friends, family and colleagues about you guys!!! Mondial Assistance True Stories 2008
TRAVEL INSURANCE Dramatic mountaineering expedition in Chile n November 5th we received a call from a customer whose husband O was reported missing during a mountaineering expedition to the Ojos Del Salado Mountains in Chile. We immediately began to organize a search and rescue mission. A special squad of local police and a private Chilean company conducted the search. Through our local correspondent in Chile and the Polish embassy there, we kept in constant touch with the search crews. After 鍖ve days, our correspondent informed us that the insurance sum allotted to the search and rescue operation was almost depleted. He asked us to provide additional funds to continue. We made the decision to provide the additional funds and extended the search for another three days. We agreed to include a helicopter service and guaranteed to cover the resulting additional costs. Unfortunately, even with the help of a helicopter, the search failed to 鍖nd our customers husband and his fate remains unknown. Due to these circumstances we were forced to make the hard decision to end the search and rescue operation. Later the same month, we received the following letter. Mondial Assistance True Stories 2008
Dear Mondial Assistance Poland, I d like to give you my most sincere thanks for your help and involvement during the search for my husband. I d also like to ask you to relay my gratitude to every person that took part in the search operation in Chile. This difficult time is easier to withstand, thanks to people like your employees people who are willing to sacrifice their time and energy and good will, in order to clarify the situation and locate my husband even though they didnt even know him. Despite the tragedy our whole family is going through we still reflect on the fact that we live in a world full of goodness, understanding and solidarity. With sincere greetings, Warsaw, Poland Several weeks later, we received another call this time to say: Thank you! Mondial Assistance True Stories 2008
INTERNATIONAL MEDICAL ASSISTANCE Zambia emergency ife is full of the unexpected. For an 80-year old customer, this adage was L no exception. He was vacationing in Zambia by the remote Zambezi River. One afternoon, he fell against a tree, impaling himself on a branch, which cut through his mouth. Unfortunately, we could not evacuate him until the next morning because the Air Ambulance could not land near the river at night. The hotel staff tried to stop his bleeding, without much success. So, step-by-step, our platform doctor talked them through what to do. But there was another unexpected twist involved. South Africa was in the middle of a hemorrhagic fever epidemic - so we arranged for our customer to be 鍖own instead at dawn to Lusaka, Zambias capital. After several hours the local medical team there stopped his bleeding and stitched his wounds. This was just part of the good news. The other part was that our customer was so well mended that he continued on his holiday! Because of our swift response and professionalism, we saved our customer from a real life-threatening situation. And we would do the same for you! We saved our customer from a real life-threatening situation. Mondial Assistance True Stories 2008
LIFECARE HEALTHCARE Troublesome teens! eve all been through our teenage years, some of us more smoothly W than others. One of our bene鍖ciaries, who needed to go into the hospital, called our Lifecare assistance platform requesting childcare. We contacted one of our childcare service providers for 11-15 year olds and learned that the child in question was a rather rebellious 15 year old with a history of running away. The mother reassured us that her daughter had not tried to run away recently. But we werent going to leave anything up to chance! We took every possible measure to make sure our customers daughter was in safe hands at all times. The local police, who had already accompanied her to her house on occasion, and the social worker, were both informed about the mothers absence. Although these duties are not included in the regular childcare assistance services we provide, we wanted to help our customer by caring for her rebellious daughter in the best way we knew how. This means that we stay one step ahead so that your worries are always behind you. This means that we stay one step ahead so that your worries are always behind you. Mondial Assistance True Stories 2008
TRAVEL INSURANCE Heart trouble in Las Vegas surprised my husband for Fathers Day by announcing that we were going I to Las Vegas for three days! It was his 鍖rst surprise trip in our 35 years of marriage! But that morning on July 6th, the day we left, my husband began to show signs of heart trouble! We spent the entire day with an ambulance nearby and made trips to the local Emergency Room, followed by tests and observations. I didnt know what to do! Our great travel agent got us home and told us to contact Mondial Assistance. Which we did. Our Assistance Coordinator was wonderful! She patiently answered all our questions, double checked forms, reassured us, and returned our calls promptly. Mondial Assistance has also been very prompt paying our claims. Thank you for your honesty, integrity, and ef鍖ciency! Thank you for your honesty, integrity, and ef鍖ciency! Mondial Assistance True Stories 2008
WATERSIDE ASSISTANCE Boatie bene鍖ts from emergency assistance on the water ut here in Australia we not only help you with Roadside and Medical O Assistance, we also provide Waterside Assistance. Heres how we helped one customer, who ended up high and dry on a sand bank. Our customer was out on his boat with friends, when it struck a sand bank at 18 knots, literally knocking a few of his friends out of their seats. Thankfully no one was hurt, but the boat was damaged. Our customer quickly called the Coast Guard and Riviera Assist, his boat manufacturers emergency waterside assistance provider for Mondial Assistance. Our Assistance coordinator answered the call immediately, and after a few questions, determined the extent of the damage. He got in contact with the boat dealership and the manager of the boat manufacturers factory, and along with the Coast Guard, already present at the scene, organized for the boat to be immediately towed and then lifted from the water to prevent further damage. While the boat was being repaired, a limousine took our customer and his friends back to their vehicles, bringing a turbulent afternoon to a comfortable end. While the boat was being repaired, a limousine took our customer and his friends back to their vehicles Mondial Assistance True Stories 2008
ROADSIDE ASSISTANCE DJ in trouble ar breakdowns and other mishaps can happen to just about anybody C you, me, the local mayor, and even famous celebrities movies stars, musicians and the likes! In early October, an internationally famous DJ called us for roadside assistance because his car had broken down. It needed towing and our customer wanted us to 鍖nd him a comparable replacement vehicle. This could have been the easy part, but as it was, this particular DJ drove a luxurious and exclusive car! We worked closely with his car dealer and were able to 鍖nd just what he had in mind quickly and painlessly for him! So as youve heard us say before, Were here to help, in more ways than one! Were here to help, in more ways than one! Mondial Assistance True Stories 2008
I want to express my appreciation for the way Mondial Assistance handled my medical assistance case - with excellent communication, concern, prompt action and professionalism. I have thought a lot about how you can provide such excellent service with a personal touch in such a competitive working environment? I never got an answering machine. I was never transferred 5 or 6 times. How can a company handing calls worldwide maintain such quality principles of service with courtesy and focus? No one grumbled, or put me on hold, then cut me off ; everyone was well informed. If they didn't know something, they'd tell me they'd call me right back and actually did! Getting injured in a foreign country is disconcerting; but you walked me through everything from the moment I left the emergency room until you got me home. You were available 24/7 and no matter whom I spoke to you were familiar with my case, helpful and courteous. When people ask me about my trip I always mention Mondial Assistance and highly recommend they do not leave home without you! and highly recommand they do not leave home without you! Mondial Assistance True Stories 2008
37, rue Taibout 75009 Paris, France T辿l. : +33 1 53 25 53 25 Fax : +33 1 53 25 54 04 Mondial Assistance SAS www.mondial-assistance.com 息 Mondial Assistance - May 2009 - Production: Group Communications - Concept & design : SEQUOA FRANKLIN - Texts: Dixit - Photos: Jupiter Images, Getty, Van Beek image, Mondial Assistance, Jean Lionel Dias. Printed by IME on 100% PEFC paper from sustainably managed forests. ISO 14001 certified production process

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True Stories From Mondial Assistance Accompanies 2008 Annual Report

  • 2. Key figures 2008 in gures Turnover (in million euros) 2008 1,597 Turnover per zone 2007 1,508 19% Americas 2006 1,344 9.5% Asia Paci c 71.5% EMEA Net pro t (in million euros) 2008 62.6 2007 57.1 Turnover per LOB 2006 55.9 48% Travel 5% Property & others Combined ratio (in points) 39% Auto 2008 94.9 8% Health & Lifecare 2007 95.1 Staff per zone 2006 95.2 25% Americas Total staff (number of people) 14% Asia Paci c 61% EMEA 2008 9,817 2007 9,356 2006 8,550 Mondial Assistance True Stories 2008
  • 3. The Mondial Assistance family grows! 1st year completed in Hungary Ready to expand in Romania New subsidiary opens in Russia Unique brand name We implemented a Chinese tag-line re鍖ecting our mission and brand promise. 2008 rewards for innovation and dedication! The Netherlands, the United States China: Best China Call Center and Canada adopted the new brand USA: Global Call Center of the Year name. They now operate under a France: Purchasing Decision Award unique brand and speak to you with Japan: 3-star Call Center a single voice all around the world. Belgium: Best Assistance Product We launched our new brand Germany: Best in class for Travel Insurance positioning successfully across the Group. 2008 milestones Mondial Assistance True Stories 2008
  • 4. ROADSIDE ASSISTANCE Lost and found in translation ts hard to communicate when you dont speak the same language. So what I do you do when your car breaks down, and you cant explain where you are or whats wrong? One of our German customers was in Naples when his car stopped in the middle of a busy street. He immediately called the number of our Roadside Assistance platform on a card provided by the automobile manufacturer. One of our Assistance Coordinators answered the phone, but because our German customer only spoke a little Italian, everything was lost in translation! Our Assistance Coordinator patiently informed him that she would call him right back with a German interpreter. Within ten minutes our stranded customer was stranded no more, speaking in his native tongue. Our German- speaking Coordinator quickly determined where the vehicle was and that it needed to be towed. The car was taken to the local dealers for repair while a taxi transferred our customer to his hotel. We even break down language barriers to help customers when their cars break down! We even break down language barriers to help customers when their cars break down! Mondial Assistance True Stories 2008
  • 5. TRAVEL INSURANCE Strikes in Thailand witzerland may be a small country, but at our business unit we have a S big reach, especially when it comes to helping our Swiss customers out of a crisis. Many of our customers were stranded during the strikes in Bangkok, with little visible way out. But we knew otherwise. Where theres a will, theres a way. We chartered two long-haul passenger planes to 鍖y them back to Switzerland from a Thai military airport. The logistics involved were no small matter. The tourists had to be brought by special buses to the airport from more than 10 locations; we chartered the planes at very short notice, which involved obtaining over-鍖ight rights and planning refueling stops. Once they arrived in Europe, we then transferred them to their homes in Switzerland. Our repatriation efforts received a lot of media attention, and rescued travelers and our industry partners warmly expressed their thanks and gratitude. But for us, it was all part of our job. Our duty above all is to bring our customers safely home if theyre in trouble abroad. Our duty above all is to bring our customers safely home if theyre in trouble abroad. Mondial Assistance True Stories 2008
  • 6. PROPERTY ASSISTANCE We never leave our customers in the dark eing stuck in the dark is no fun. One of our Spanish customers recently B found himself in this uncomfortable situation, and luckily he had subscribed to our Property Assistance services via his insurance company. Very late one night, our Assistance Platform received his call for help. All his power had gone out, and he and his family were quite distraught. Our Assistance Coordinator asked him a few questions and then immediately arranged for an expert electrician to go to his home. We stayed in close contact with him until the electrician arrived. Fortunately, within two hours, the electrician had restored the power and our customer could rest easy. Thats what were here for to intervene 24/7 and put right what has gone wrong so that you and your loved ones can rest easy. Thats what were here for to intervene 24/7 and put right what has gone wrong so that you and your loved ones can rest easy. Mondial Assistance True Stories 2008
  • 7. EVENT CANCELLATION Stormy weather in Florida live in central Florida where there are always threats of tornados and other I dangerous weather conditions. Recently a tropical storm passed through and the event that I was going to was cancelled; I found out the day before via email. Luckily I had taken out an events cancellation policy with Mondial Assistance. I 鍖rst called the ticketing company who said a refund was being issued to my credit card, but the amount only covered the price of the tickets. They instructed me to contact you at Mondial Assistance to request a refund for the policy. Because I had been noti鍖ed of the cancellation and also noti鍖ed Mondial Assistance prior to the event taking place, I was able to request a refund for the insurance cost. I just want you to know that I really love your services. I go to a lot of events and rarely have problems, but its nice to know that a service now exists out there to protect my purchases. Im telling all my friends, family and colleagues about you guys!!! Im telling all my friends, family and colleagues about you guys!!! Mondial Assistance True Stories 2008
  • 8. TRAVEL INSURANCE Dramatic mountaineering expedition in Chile n November 5th we received a call from a customer whose husband O was reported missing during a mountaineering expedition to the Ojos Del Salado Mountains in Chile. We immediately began to organize a search and rescue mission. A special squad of local police and a private Chilean company conducted the search. Through our local correspondent in Chile and the Polish embassy there, we kept in constant touch with the search crews. After 鍖ve days, our correspondent informed us that the insurance sum allotted to the search and rescue operation was almost depleted. He asked us to provide additional funds to continue. We made the decision to provide the additional funds and extended the search for another three days. We agreed to include a helicopter service and guaranteed to cover the resulting additional costs. Unfortunately, even with the help of a helicopter, the search failed to 鍖nd our customers husband and his fate remains unknown. Due to these circumstances we were forced to make the hard decision to end the search and rescue operation. Later the same month, we received the following letter. Mondial Assistance True Stories 2008
  • 9. Dear Mondial Assistance Poland, I d like to give you my most sincere thanks for your help and involvement during the search for my husband. I d also like to ask you to relay my gratitude to every person that took part in the search operation in Chile. This difficult time is easier to withstand, thanks to people like your employees people who are willing to sacrifice their time and energy and good will, in order to clarify the situation and locate my husband even though they didnt even know him. Despite the tragedy our whole family is going through we still reflect on the fact that we live in a world full of goodness, understanding and solidarity. With sincere greetings, Warsaw, Poland Several weeks later, we received another call this time to say: Thank you! Mondial Assistance True Stories 2008
  • 10. INTERNATIONAL MEDICAL ASSISTANCE Zambia emergency ife is full of the unexpected. For an 80-year old customer, this adage was L no exception. He was vacationing in Zambia by the remote Zambezi River. One afternoon, he fell against a tree, impaling himself on a branch, which cut through his mouth. Unfortunately, we could not evacuate him until the next morning because the Air Ambulance could not land near the river at night. The hotel staff tried to stop his bleeding, without much success. So, step-by-step, our platform doctor talked them through what to do. But there was another unexpected twist involved. South Africa was in the middle of a hemorrhagic fever epidemic - so we arranged for our customer to be 鍖own instead at dawn to Lusaka, Zambias capital. After several hours the local medical team there stopped his bleeding and stitched his wounds. This was just part of the good news. The other part was that our customer was so well mended that he continued on his holiday! Because of our swift response and professionalism, we saved our customer from a real life-threatening situation. And we would do the same for you! We saved our customer from a real life-threatening situation. Mondial Assistance True Stories 2008
  • 11. LIFECARE HEALTHCARE Troublesome teens! eve all been through our teenage years, some of us more smoothly W than others. One of our bene鍖ciaries, who needed to go into the hospital, called our Lifecare assistance platform requesting childcare. We contacted one of our childcare service providers for 11-15 year olds and learned that the child in question was a rather rebellious 15 year old with a history of running away. The mother reassured us that her daughter had not tried to run away recently. But we werent going to leave anything up to chance! We took every possible measure to make sure our customers daughter was in safe hands at all times. The local police, who had already accompanied her to her house on occasion, and the social worker, were both informed about the mothers absence. Although these duties are not included in the regular childcare assistance services we provide, we wanted to help our customer by caring for her rebellious daughter in the best way we knew how. This means that we stay one step ahead so that your worries are always behind you. This means that we stay one step ahead so that your worries are always behind you. Mondial Assistance True Stories 2008
  • 12. TRAVEL INSURANCE Heart trouble in Las Vegas surprised my husband for Fathers Day by announcing that we were going I to Las Vegas for three days! It was his 鍖rst surprise trip in our 35 years of marriage! But that morning on July 6th, the day we left, my husband began to show signs of heart trouble! We spent the entire day with an ambulance nearby and made trips to the local Emergency Room, followed by tests and observations. I didnt know what to do! Our great travel agent got us home and told us to contact Mondial Assistance. Which we did. Our Assistance Coordinator was wonderful! She patiently answered all our questions, double checked forms, reassured us, and returned our calls promptly. Mondial Assistance has also been very prompt paying our claims. Thank you for your honesty, integrity, and ef鍖ciency! Thank you for your honesty, integrity, and ef鍖ciency! Mondial Assistance True Stories 2008
  • 13. WATERSIDE ASSISTANCE Boatie bene鍖ts from emergency assistance on the water ut here in Australia we not only help you with Roadside and Medical O Assistance, we also provide Waterside Assistance. Heres how we helped one customer, who ended up high and dry on a sand bank. Our customer was out on his boat with friends, when it struck a sand bank at 18 knots, literally knocking a few of his friends out of their seats. Thankfully no one was hurt, but the boat was damaged. Our customer quickly called the Coast Guard and Riviera Assist, his boat manufacturers emergency waterside assistance provider for Mondial Assistance. Our Assistance coordinator answered the call immediately, and after a few questions, determined the extent of the damage. He got in contact with the boat dealership and the manager of the boat manufacturers factory, and along with the Coast Guard, already present at the scene, organized for the boat to be immediately towed and then lifted from the water to prevent further damage. While the boat was being repaired, a limousine took our customer and his friends back to their vehicles, bringing a turbulent afternoon to a comfortable end. While the boat was being repaired, a limousine took our customer and his friends back to their vehicles Mondial Assistance True Stories 2008
  • 14. ROADSIDE ASSISTANCE DJ in trouble ar breakdowns and other mishaps can happen to just about anybody C you, me, the local mayor, and even famous celebrities movies stars, musicians and the likes! In early October, an internationally famous DJ called us for roadside assistance because his car had broken down. It needed towing and our customer wanted us to 鍖nd him a comparable replacement vehicle. This could have been the easy part, but as it was, this particular DJ drove a luxurious and exclusive car! We worked closely with his car dealer and were able to 鍖nd just what he had in mind quickly and painlessly for him! So as youve heard us say before, Were here to help, in more ways than one! Were here to help, in more ways than one! Mondial Assistance True Stories 2008
  • 15. I want to express my appreciation for the way Mondial Assistance handled my medical assistance case - with excellent communication, concern, prompt action and professionalism. I have thought a lot about how you can provide such excellent service with a personal touch in such a competitive working environment? I never got an answering machine. I was never transferred 5 or 6 times. How can a company handing calls worldwide maintain such quality principles of service with courtesy and focus? No one grumbled, or put me on hold, then cut me off ; everyone was well informed. If they didn't know something, they'd tell me they'd call me right back and actually did! Getting injured in a foreign country is disconcerting; but you walked me through everything from the moment I left the emergency room until you got me home. You were available 24/7 and no matter whom I spoke to you were familiar with my case, helpful and courteous. When people ask me about my trip I always mention Mondial Assistance and highly recommend they do not leave home without you! and highly recommand they do not leave home without you! Mondial Assistance True Stories 2008
  • 16. 37, rue Taibout 75009 Paris, France T辿l. : +33 1 53 25 53 25 Fax : +33 1 53 25 54 04 Mondial Assistance SAS www.mondial-assistance.com 息 Mondial Assistance - May 2009 - Production: Group Communications - Concept & design : SEQUOA FRANKLIN - Texts: Dixit - Photos: Jupiter Images, Getty, Van Beek image, Mondial Assistance, Jean Lionel Dias. Printed by IME on 100% PEFC paper from sustainably managed forests. ISO 14001 certified production process