Europ Assistance

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EUROP ASSISTANCE GROUP
Industry Care Services, a new generation of personal assistance services
Founded France (May 2, 1963 (1963-05-02))
Founders Pierre Desnos
Headquarters 2 rue Pillet Will Paris, France
Key people
Antoine Parisi (CEO)
Services Automotive, health, travel insurance, travel assistance, senior care, conciergerie services
Revenue
  • Increase €1591 (2017)
  • Increase €94 million (2017)
Owners Generali (100%)
Number of employees
7530
Subsidiaries 44 companies and branches in 33 countries
Website europ-assistance.com

Europ Assistance is an international French group, created in 1963 by Pierre Desnos. EA was the first company to provide medical coverage for people traveling overseas. Today the company offers a wide range of assistance servcies in the following fields: roadside assistance, travel insurance, travel assistance, health, identity protection, senior care and conciergerie services. The group belongs to Generali, its main shareholder. EA operates through 33 countries all over the world.

History[edit]

1960s: birth of assistance as a profession[edit]

In 1963, with backing from Generali,[1] which was the first shareholder, Pierre Desnos founded Europ Assistance, the first service offering protection to people travelling abroad. The idea came to him after some friends of his had an accident while vacationning in Spain, an incident which made him realize the necessity of assistance services in case of emergency situations. In 1964, the Belgian subsidiary was created in Brussels, the first subsidiary outside France.[2] In 1965, the company signed 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 opened a second subsidiary in Italy in 1968.

1970s: assistance services become widespread[edit]

In 1977, Europ Assistance celebrated its ten millionth customer and introduced the first contracts covering more distant countries such as Brazil and Kenya. The same year, opening of a subsidiary in Spain.[3] In 1978, Europ Assistance Belgium chartered the first "Snow Airplane" to repatriate Belgian nationals injured while skiing during Carnival holidays in the French Alps. Europ Assistance Belgium repatriated a total of 154 people over a week, including 59 over the last week-end in a large-scale operation. For this exceptional repatriation operation, Europ Assistance mobilized more than 30 people and chartered an entire Airbus A320 with a holding capacity of 174, in Grenoble, France.

1980s: Europ Assistance extends beyond Europe[edit]

In 1980, opening of a subsidiary in Germany and a subsidiary in the United States, one year later. After Europe and America, Europ Assistance developed on a third continent, Africa, through the creation of a new subsidiary in South Africa in 1984. Europ Assistance entered the Asian market and opened a representative office in China in 1989.

1990s: Europ Assistance pushes ahead with its international development[edit]

In 1991 Europ Assistance expanded into Greece by opening a branch. The company launched teleassistance, a service specifically designed for elderly, allowing them to reach rescue services in case of an emergency, wherever they are, with a security bracelet connected to a phone. Meanwhile, the company continued its worldwide expansion. In 1993, Europ Assistance Portugal was created and three years later, Europ Assistance moves into Argentina, Austria, Brazil, Hungary, Poland, Singapore and Switzerland.[4] In 1998, 115 million people are covered by the company in the world and 3.75 million cases were handled annually by 2,300 employees.

2000s: Europ Assistance invents Care Services[edit]

Europ Assistance launched the first European holiday barometer on a sample of 3,500 Europeans (French, German, British, Italian, Spanish, Belgian and Austrian), a survey conducted annually to gather information and data on people's vacation plans and habits, by nationalities. One year after, opening of a Russian and Czech subsidiary. In 2001, the Generali Group acquires 100% of the capital[5] of the Europ Assistance Group and opening of a subsidiary in French Polynesia. In 2003, former chairman of La Poste (French post office), Martin Vial replaced Yves Galland[6] as CEO of the group. One year after, the company moved into Chile and on 26 December, following the tsunami in southeast Asia, the Europ Assistance Group mobilized 150 employees around the clock to manage more than 1,000 customers.[7] In addition to organizing the safe return of several hundred people by commercial air, Europ Assistance Group had a number of members injured or deceased. After evacuating more than 15 of them via air ambulance to some of the best hospitals in the region, it was decided to organize the simultaneous transport of over 40 patients (18 of them on stretchers). For this purpose Europ Assistance has chartered an Airbus 321 with its medical team and equipment. In 2005, Europ Assistance decided to change its visual identity and logo, reflecting its new ambitions. Europ Assistance sought to double its revenue. The new logo was created by the agency Dragon Rouge.[8] 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)[9] and opened a subsidiary in the Bahamas, Canada and Chad. In 2007, the group CEO, Martin Vial, publishes "The Care Revolution".,[10] to strengthen the group's positionning and brand image. In addition, the first "Plug & Sell" online insurance solution[11] is launched, a unique travel insurance plateform, which aims to deliver a more personalized customer service. This global e-commerce platform is especially designed for travel agents, tour operators and airlines. One year after, the group continued a geographic expansion with the acquisition of two companies in the US: GMMI[12] in the field of health in Florida and CSA Travel Protection[13] 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 office in San Diego and throughout the US. CSA Travel Protection was the first company to introduce a vacation rental damage protection plan to the US vacation rental market. They are known for their consumer-conscious business practices. In 2017, CSA Travel Protection won the 11th edition of the Stevie Awards for sales and customer service.[13] Europ Assistance also trialed 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.

Europ Assistance office in Milan

2010s: Europ Assistance commits[edit]

In 2010, Europ Assistance creates a new global tagline "you live we care".[14] It makes support for social entrepreneurship its global commitment in terms of corporate social responsibility and links up with Ashoka.[15] The same year Europ Assistance becomes the reference shareholder of Océalis,[16] the French company specialised in direct distribution of teleassistance and opened of a subsidiary in Cameroon and Turkey. One year after, the company opened a subsidiary in Congo and in 2012 a subsidiary in Nigeria.[17] In 2013, Europ Assistance celebrated 50 years of expertise at the service of its 300 million customers worldwide[18] and in 2014, Antoine Parisi is appointed CEO of the Europ Assistance Group.[19] In 2016, Europ Assistance North America announces re-branding to Generali Global Assistance, initially among identity theft and travel assistance services[20] and in 2017, CSA Travel Protection[21] rebrands the company to Generali Global Assistance.

Activities[edit]

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,[22] etc..

Since 2005, Europ Assistance has developed two new activities: health assistance[23] - 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.[24]

In the USA, Europ Assistance recently introduced a new brand Generali Travel Insurance. CSA Travel Protection, remained the partner brand, selling travel insurance through travel agency retailers, vacation home renters, and vacation rental management companies.[25]

Worldwide operations[edit]

Europ Assistance around the world

Europ Assistance operates through 44 companies and branches in 33 countries all across the world.

List of branches and subsidiaries:

  • EA Argentina
  • EA Austria
  • EA Bahamas
  • EA Brazil
  • EA Belgium
  • EA Canada
  • EA Chile
  • EA China
  • EA Czech Republic
  • EA France
  • EA Germany
  • EA Greece
  • EA Hungary
  • EA India
  • EA Ireland
  • EA Italy
  • EA Luxemburg
  • EA Peru
  • EA Poland
  • EA Portugal
  • EA Roumania
  • EA Russia
  • EA Spain
  • EA South Africa
  • EA Singapore

Europ Assistance owns 37 call centers all overs the world:

  • Angers (France)
  • Athens (Greece)
  • Badajoz (Spain)
  • Barcelona (Spain)
  • Beijing (China)
  • Brussels (Belgium)
  • Budapest (Hungary)
  • Buenos Aires (Argentina)
  • Fort Lauderdale (USA)
  • Geneva (Switzerland)
  • Istanbul (Turkey)
  • Johannesburg (South Africa)
  • Lisbon (Portugal)
  • London (United Kingdom)
  • Madrid (Spain)
  • Milan (Italy)
  • Moscow (Russia)
  • Mumbai (India)
  • Munich (Germany)
  • Papeete (French Polynesia)
  • Paris (Paris)
  • Prague (Czech Republic)
  • Rende (Italy)
  • Rostock (Germany)
  • San Diego (USA)
  • Santiago (Chile)
  • São Paulo (Brazil)
  • Shanghai (China)
  • Singapore
  • Toronto (Canada)
  • Warsaw (Poland)
  • Vienna (Austria)
  • Washington DC (USA)
  • Zurich (Switzerland)

Governance[edit]

Members of the Executive Committee of the Europ Assistance Group[26][edit]

  • Antoine Parisi, Chief Executive Officer[27]
  • Pascal Baumgarten, General Manager and Group Chief Operating Officer
  • Pierre Brigadeau, CEO of North Europe, CEE & Asia
  • Roberto Ravagnani, Group Chief Human Resources & Communication Officer
  • Samir Lahlou,Group Chief Financial Officer
  • Juan Carlos Guzman, Chief Executive Officer Western Europe
  • Chris Carnicelli, Chief Executive Officer North America
  • Carmelo Reale, Group General
  • Fabio Carsenzuola, Chief Executive Officer Italy
  • Nicholas Sinz, Chief Executive Officer France
  • Paul Williams, Group Head of Sales
Europ Assistance sponsoring Milan Marathon

Sponsorships and corporate responsibility[edit]

  • Europ Assistance Italia has been sponsoring the Milan Marathon for the past 8 years.
  • Euorp Assistance is a partner of AMREF, an NGO working to develop and improve health services in Africa.
  • EA is a partner of MassiveGood, an NGO fighting against pandemic diseases such as HIV, tuberculosis and malaria. Employees of Europ Assistance South Africa are mobilized each year to help families affected by AIDS.
  • Europ Assistance has also 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
  • Since 2010, the Europ Assistance Group has been a partner of Ashoka. As part of this global partnership with this NGO, Europ Assistance 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

Logo history[edit]

In 2005, Europ Assistance changed its logo for the first time since 1963.[28]

In 2010, Europ Assistance adopted a new positioning and a new global tagline "you live we care" (in France, "vous vivez, nous veillons").[29]

References[edit]

  1. ^ Europ Assistance strengthened 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
  2. ^ Retro commercial: Europ Assistance’ St Bernard, Europ Assistance Belgium blog, 21 August 2014, http://blog.europ-assistance.be/pub-saint-bernard-europ-assistance/
  3. ^ Europ Assistance Spain corporate website, Europ Assistance en España, http://corporate.europ-assistance.com/espana/europ-assistance-en-espana
  4. ^ Europ Assistance Group 2013 annual report, Europ Assistance group Slide Share account, page 19, 31 October 2013, http://fr.slideshare.net/EuropAssistanceGroup/corporate-38481769
  5. ^ Generali to buy 40 pct Europ Assistance from Fiat, Wardsauto, 30 September 2001, http://wardsauto.com/generali-buy-40-pct-europ-assistance-fiat
  6. ^ 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
  7. ^ 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
  8. ^ Europ Assistance at the heart of everyday, Dragon rouge website, http://www.dragonrouge.fr/node/2585
  9. ^ Europeans’ opinion of their healthcare systems, West info, 16 October 2013, http://www.west-info.eu/europeans-opinion-of-their-healthcare-systems/
  10. ^ 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
  11. ^ SAS chooses Europ Assistance Group, Easier, 10 March 2013, http://www.easier.com/46553-sas-chooses-europ-assistance-group.html
  12. ^ Gmmi website, https://www.gmmi.com/
  13. ^ a b Csa Travel Protection website, https://www.csatravelprotection.com/
  14. ^ 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/
  15. ^ 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
  16. ^ 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
  17. ^ New Niger centre for Europ Assistance, ITIJ, 7 August 2014, http://www.itij.com/story/new-niger-centre-europ-assistance11926
  18. ^ Ea marks 50 years of innovation, Europ Assistance USA blog, http://www.europassistance-usa.com/blog/archives/ea-marks-50-years-of-innovation/
  19. ^ 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
  20. ^ http://us.generaliglobalassistance.com/press/press-releases/europ-assistance-usa-to-be-rebranded-to-generali-global-assistance-gga/
  21. ^ https://www.generalitravelinsurance.com/press/csa-rebrands-generali-global-assistance.html
  22. ^ 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
  23. ^ Company Overview of Europ Assistance France, Businessweek, 11 September 2014, http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=20882391
  24. ^ Europ Assistance USA Debuts Site for Online Sales of Identity Theft Prevention and Resolution Product, IDBeMe, Reuters, 27 April 2009, https://www.reuters.com/article/2009/04/27/idUS130581+27-Apr-2009+MW20090427
  25. ^ CSA Rebrands as Generali Global Assistance, Insider Travel Report, 9 May 2017, http://www.insidertravelreport.com/csa-travel-protection-rebrands-as-generali-global-assistance
  26. ^ 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
  27. ^ 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
  28. ^ Europ Assistance at the heart of everyday, Dragon Rouge website, http://www.dragonrouge.fr/node/2585
  29. ^ 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/