ITIJ 196, May 2017
Founded in 1963, Europ Assistance is a pioneer in assistance and services with over 50 years’ experience behind it. Europ Assistance has a broad international footprint, serving 300 million customers in 208 countries (in 2015, EA realised more than 11.6 million interventions, and managed over 71 million calls, serving customers directly or through 750 000 partners around the world, and a medical network composed of 400 doctors and nurses). The company provides emergency and on-demand services to corporate clients and individuals (i.e. direct-to-consumer) in selected markets.
EA operates five business lines: Automotive, Travel, Health, Home & Family and Concierge & CRM. Examples of travel services include travel insurance and assistance, medical repatriation, cancellation insurance and lost luggage insurance. Examples of Health & Corporate services are health assistance, treatment of dependency, chronic disease management, medical monitoring before and after hospitalisation, prevention, health solutions for employees, business travelers and expatriates, travel for treatment, and on-site medical care.
Do you have any affinity deals/white-labelling agreements in place?
As the pioneer of travel assistance and insurance, the Europ Assistance brand has been trusted for over 50+ years and our distributors rely on this element to drive sales and provide the end customer with peace of mind. For this reason, most of our B2B deals are Europ Assistance branded. We are also able to white label our services to maximise the brand visibility of our clients.
Who are your assistance partners?
We have in-house teams including over 400 doctors and manage a network of more than 750,000 providers globally. Our teams ensure 24/7 services to travellers in the leisure and corporate segments, with the highest possible quality of service and well-mastered claims costs.
What are your latest travel insurance products?
Presented to the 2017 CES in Las Vegas, Europ Assistance has launched the new generation of travel insurance product, associating the traditional travel insurance with a connected device to track luggage and reduce to minimum the risks of baggage loss.
In which countries/regions do you sell the most travel insurance policies?
We are a global travel insurance and assistance player. We guide our clients everywhere in the world. When it comes to regional footprints, we are leading the markets in Europe, North and Latin America.
Do you have any new products/deals on the horizon?
Yes of course. Our global teams have a strong commercial presence and are always working on the development of new solutions to answer to our clients’ needs in a customised way.
Do you underwrite your travel policies in-house?
Given our extensive experience in the travel business, we underwrite in-house, reaping the benefits of our global presence.
Do you manage your own claims, or do you work with a claims management company?
We always want to provide the best service to our customers and managing claims is a key aspect in the customer journey. We strive every day to continuously improve the customer experience and count on cutting-edge technology combined with the unique expertise of our people to do so. We have rolled out a global NPS programme to ensure that we are consistently measuring the quality of service that we provide among multiple attributes. For these reasons, we believe claims management is part of the DNA of Europ Assistance.