Corporate Presentation 2011-2012 (English version)

Europ Assistance Group I 2011-2012

Content

Europ Assistance One business: assistance
Group HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES
A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS
EUROP ASSISTANCE GROUP LINES
HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE SKILLS WITH HIGH ADDED-VALUE
A POWERFUL, LONG-TERM SHAREHOLDER FOUR AREAS OF CARE SERVICE
KEY FIGURES • TRAVEL
• AUTOMOTIVE
INTERNATIONAL STANDING
• HEALTH
ORGANISATION BY REGION • HOME & FAMILY
GOVERNANCE • SOME REFERENCES IN OUR FOUR ACTIVITIES

Strategy A culture of responsibility
ACCOMPANYING THE CARE REVOLUTION
CARE SERVICES CSR STRATEGY: "THE SOCIAL FOOTPRINT“
A STRATEGIC AMBITION: INNOVATION CREATING A "POSITIVE SOCIAL FOOTPRINT“
AN INNOVATIVE BRAND PLATFORM COMMON VALUES
A WORLDWIDE SIGNATURE INITIATIVES FOR CHARITY
LOCAL KNOW-HOW PRIORITIZED


Europ Assistance Group

Europ Assistance Group I 2011 - 2012


EUROP ASSISTANCE GROUP

HISTORY OF THE GROUP WHICH PIONEERED ASSISTANCE

A POWERFUL, LONG-TERM SHAREHOLDER

KEY FIGURES

INTERNATIONAL STANDING

WORLDWIDE GEOGRAPHIC ORGANIZATION

GOVERNANCE

Europ Assistance Group I 2011 - 2012

Europ Assistance Group Strategy One business: assistance A culture of responsibility


Having invented assistance nearly 50 years ago, Europ Assistance is now
a global operator in personal assistance services in the areas of health,
home, family, automotive and travel.

The Group is the brand of choice in Care Services, a new generation of personalized
services for people and their families, born of its planet-wide network's capacity to innovate
and experiment, in order to provide the greatest number of people, in emergency
circumstances and in daily life, on an occasional or permanent basis, with presence and
support which they require for their safety and peace of mind.

The four areas of Care Services :
- Travel - Health
- Automotive - Home & Family

Europ Assistance Group I 2011-2012 5



Europ Assistance keeps watch over 300 million people across the world...

… With its 8,000 employees, 37
local companies and a network of
423,000 partners deployed on the
ground, the Group has developed
an international system of close
support, in the name of a
practical, everyday vision of Care
Services and an economic model
that creates value.



History of the Group
which pioneered assistance

1963: Birth of a new concept: assistance
Pierre Desnos, impressed by the long list of problems encountered by
a couple of friends who had suffered an accident abroad, assessed the
gaps existing in existing protection for people travelling abroad.

He founded Europ Assistance in Paris with the backing of the
La Concorde insurance company, a French subsidiary of Generali.




1964 - 1980: A meteoric rise
1964 Internationalization begins in Belgium

1967 A transatlantic offer
Europ Assistance launches operations outside Europe and offers a USA-
Canada-Mexico subscription

1971-1980 Europ Assistance extends its frontiers
It opens a market in the UK (1973), then Luxembourg (1976), Spain
(1977) and Germany (1980).
It initiates services further afield, in Brazil, Japan and Kenya (1977)




1981 – 1990 : Europ Assistance takes over the world
1981 The first generation of assistance in daily life
Creation of an advice, information and assistance service to
handle problems encountered in daily life

1983-1989 Europ Assistance extends its frontiers
Europ Assistance opens up in Washington (1983)
then South Africa (1984) and Tunisia (1989),
and opens an office and call centre in Beijing (1989)




1991 – 2003 : Europ Assistance takes over the world
1991 Europ Assistance launches its home assistance activity
Europ Assistance opens up in Ireland

1992-1997 then in Greece (1992), Portugal (1993), Austria and Brazil (1995), Poland
(1996), Singapore, Argentina, Hungary and Switzerland (1997)

1998 Worldwide leadership
Europ Assistance Holding is created, and Europ Assistance opens up in Israel
115 million customers are covered by Europ Assistance worldwide, and 3.75
million claims are managed in the course of the year.

2001 Europ Assistance opens up in Russia

2002 The Generali Group becomes 100% shareholder of Europ Assistance Group

2003 Europ Assistance celebrates its 40th birthday
With 7 new subsidiaries (4 Scandinavian countries, Algeria, Libya and Japan),
the Group now has 32 companies across the world



2004 – 2010 : the Columbus era
2004 Launch of Columbus plan, a global strategic plan mainly based on two new activities:
health and services for the home and family
Entry on the mechanical warranty market, with the acquisition Icare in France

2005 Creation of new companies in Chile and China

2006 Acquisition of The Canadian Medical Network, a Canadian company

2007 Digital expansion: launch of Plug & Sell, the Group's worldwide e-business platform
Takeover of Coris in Spain
Creation of IHS Services, a company offering health solutions for remote sites and travel
for medical treatment
Publication of "la Care Revolution" (M.Vial)
Europ Assistance opens up in India
Expansion of the Group in the USA through the acquisition of CSA Travel Protection

2008 (CSA) and GMMI (Global Medical Management Inc.)
A pioneer in telemedecine: Europ Assistance tests an interactive remote medical solution
for use in isolated environments for the full duration of the Vendée Globe yacht race



2004 – 2010 : the Columbus era
2009 Creation of a joint-venture with the Bradesco Group in Brazil

2010 Europ Assistance becomes main shareholder in Ocealis, a French company
specializing in telephone assistance
Opening of a new subsidiary in Turkey
Europ Assistance Group adopts a worldwide signature: "you live we care.”
Launch of the Group road map for 2011–2015




2011-2015 : to become the most innovative Group
in the Care Services sector

2011 New Group corporate website launch

2012 Europ Assistance group launches a new international program dedicated to innovation

2013 Europ Assistance group celebrates its 50th birthday



A powerful, long-term shareholder

100 %



Key figures

8,000 4,900 423,000
Employees Assistance Listed service providers
representatives

400 39 300
Healthcare Customer Million customers covered
professionals assistance centres by Europ Assistance,
either directly or via its
partners
80 208
Companies and Countries covered by
branches in the Group’s
correspondents
37 countries



Key figures

136 11, 8 3,1
Countries in which the Million interventions Million motorists provided
Group intervened each year with breakdown
assistance

1 58,2 34,500
Assistance intervention Million telephone calls Commercial flight tickets
every two seconds handled each year bought to repatriate
around the world Group customers

2 6,250
Phone calls handled Air ambulance flying
every second worldwide hours to repatriate
Group customers



Key figures

Consolidated revenues Operating income
(in € million) (in € million)



Key figures



International
standing



Worldwide geographic organization

REGION 1
Italy, Germany,
Switzerland, Austria,
Central and Eastern
Europe
REGION 3
Spain and Portugal, Asia,
South America and Africa

REGION 2
France, Benelux,
North America



Governance


Strategy


Strategy

GLOBAL TRENDS: THE CARE REVOLUTION

A STRONG CONCEPT: CARE SERVICES

OUR AMBITION: TO BECOME THE MOST INNOVATIVE GROUP IN THE CARE SERVICES
SECTOR BY 2015

A BRAND PLATFORM TURNED ROUND TO THE FUTURE

A WORLDWIDE SIGNATURE



Global trends: the Care Revolution

Globalization, increased leisure time, an explosion in demand for
healthcare, rising life expectancy and mobility, increasing urbanization…

Under the impulse of these social and cultural trends, personal services are booming
throughout the world. There is a burgeoning demand for information, accident-prevention,
protection and support services.

The Care Revolution is underway, and Europ Assistance
is driving it forward by developing tangible responses:
Care Services.



A strong concept: Care Services

Arising from Europ Assistance’s vision,
observation of changing living conditions
around the world and innovation capacities,
Care Services continuously push the
envelope to meet our customers’ needs for
safety, peace of mind and serenity. We
provide personalised assistance and
support, in daily life and in exceptional
situations, for all of life’s circumstances.



Our ambition: to become the most innovative
Group in the Care Services sector by 2015

Innovation is in our culture.
To make the Care promise a reality,
we owe it to our customers to invent not only new solutions (new products), but
also new approaches, by integrating new technologies in order to offer daily
support to as many people as possible, using an economic model that creates
value.



Our ambition: to become the most innovative
Group in the Care Services sector by 2015

Technology associated with humanity
In line with its pioneering mindset, Europ Assistance has set a challenge throug
Care Services: mobilizing all the potential of the new technologies on behalf of
an acute sense of humanity. It is thanks to this association of technological
innovation and human values that we can now offer you increasingly effective,
responsive and personalized assistance services.



A brand platform turned round to the future

 A vision
In a global environment, marked by profound changes in both society and
technology, improving people's life quality and well-being means having access
to local, human, personalized services.

 A mission
Europ Assistance undertakes to be with its customers at all times, offering
personalized prevention and assistance in Health, Home & Family, and in Mobility
all over the world.

 An ambition
To build the most innovative brand in the Care Services sector by 2015.



A worldwide signature

A signature : you live we care

 which highlights the brand in a  which states the worldwide dimension
unique way among its 300 both of the Group and the Europ
million customers and 423,000 Assistance brand in English only*, in all
listed service providers. subsidiaries and on all five continents.

* Except legal requirements Europ Assistance Group I 2011-2012 30

One business: assistance


One business: assistance

HUMANITY AND NEW TECHNOLOGIES AT THE HEART OF CARE SERVICES

A NETWORK STEERED, CONTROLLED AND MANAGED IN OUR FOUR BUSINESS LINES

SKILLS WITH HIGH ADDED-VALUE

FOUR AREAS OF CARE SERVICES:

• TRAVEL
• AUTOMOTIVE
• HEALTH
• HOME & FAMILY



Humanity and new technologies at the heart of
Care Services

Our commitment

Personalized support … … at any time, for everybody.

Daily support for a calmer, more Through its 4 business lines (Automotive,
flexible personal, family and Travel, Health, and Home & Family),
professional life? Care Services Europ Assistance commits alongside
have made this dream a reality. you at every moment of your daily life.
With Europ Assistance, the On
attentive human support draws on your travels, on the road and at home,
the amazing potential of the new Care Services make life easier, safer
technologies. To offer you the and more human. Efficiently
fastest and most effective
solutions for every situation.



Care Services

Our commitment
Throughout Thanks to our international network, we guarantee you local, human
the world ... service wherever you are, 24 hours a day, 7 days a week.

By integrating new technologies, remaining attentive to the way your needs
In an innovative
evolve and developing the right tools to support you on a daily basis, Europ
way ...
Assistance is inventing the personalized assistance services of the future.

Corporate Social Responsibility is fundamental to our vision. We behave
responsibly with both our employees and our customers. We create more
Responsible …
and more partnerships and local initiatives in order to defend our values,
and to promote exchanges and solidarity.

Care Services incarnate a made-to-measure culture. Better than anyone else,
Personalized … we know your needs and are capable of developing products and services to
satisfy you.


Care Services

We are putting all of Europ Assistance behind our Care Services. Our 8,000
employees' abilities to observe, listen, organize and innovate are mobilized in order to
bring high value-added responses to our customers …

A professional approach structured around four
fundamentals:

- Multilingual telephone service, 24/24 and 7/7
- Analysis of the situation and management of risk
- Immediate mobilization of human and technical aid
- Real-time resolution of complex situations



A network steered, controlled and
managed in our four business lines

 423,000 listed
partners

• Approved and listed for their speed of
reaction and the quality of their service
• Present throughout the world
• Capable of responding like true
professionals to any situation
• Subjected to quality control: field visits,
supplier visits, monitoring procedures …



A network steered, controlled and
managed in our four business lines

Travel Automotive
• Paramedics • Breakdown service
• Private airlines providers
• Opticians • Tow-away service
• Dentists providers
• Doctors • Car rental companies
• Hospitals • Chauffeurs, taxis
• Hotels
• Mechanics

Health Home & Family
•Hospitals and clinics
• Electricians, plumbers,
• Paramedics
glaziers
• Specialists in assisting the elderly
• Employment support
and dependent
agencies
• Healthcare professionals: GPs,
• Building professionals
specialists, nurses,
• Childcare agencies
physiotherapists, etc.
• Specialists in family services
• Medical care professionals



Skills with high added-value

The assistance representatives
listen, welcome, analyze

Coordination Information
• Implementation of the • Real-time Information for
appropriate means to come to customers and their close ones
the customers' aid, via networks • Ensuring the success of the
and teams of experts operation alongside teams on the
ground and customers



Skills with high added-value

The assistance representatives

Teams of IN-HOUSE experts NATIONAL and
• 400 medical professionals (medical INTERNATIONAL networks
coordinators, emergency specialists, • 423,000 service providers worldwide
nurses
• Medical providers
• Ticketing service specialized in
• Technical providers
chartering air ambulances
• International network of correspondents:
• Legal and tax experts
a local interface
• Experts in automobiles, warranty
• Other Group companies: a system of
extensions and maintenance
mutual assistance



Four areas of
Care Services: Travel

A revolution in travel

Low-cost airlines, last-minute offers, all-
inclusive customized packages, the rise of
short stays and weekends "away from it all",
online booking … it's never been easier to
travel round the world. In the face of this
increased mobility, we all need support and
reassurance.

That is why Europ Assistance has created
assistance and insurance services which
are perfectly adapted to our new ways of
travelling.



Four areas of

Personalized offers
Beyond its historical know-how in repatriation for medical reasons, Europ Assistance
offers its customers information and advice, health risk indicators by country, labels and
badges to help locate lost luggage, cancellation, loss of luggage and multi-risk insurance,
online claims declarations, "anti-surprise" rental insurance, innovative online services,
mobile applications ...

From when you start preparing your journey till you return home, we watch over
you and your family, in order to reconcile mobility and peace of mind.



Four areas of
Innovative services
Plug & sell is a unique and innovative e-business platform for reinforcing your
online site with a wide range of customized, value-creating solutions

Netglobers is a community portal on travel, which combines official information on
over 190 countries with content generated by web surfers (travel logs, forums,
systems for grading countries, …)

TripOrganizer (a mobile application) helps your customers organize their trip
abroad. TripOrganizer is the ideal customer retention tool: it offers a range of
practical services

Dos and Don'ts is a "must" mobile application to help you get immersed in other
cultures and not commit a faux-pas during your trip abroad



Some references: Travel



Four areas of
Care Services: Automotive

A transformation in the
driver-vehicle relationship …
The way people use and relate to their
vehicle is changing. We are currently
witnessing a boom for vehicles which
consume less and pollute less, and the
car is now increasingly considered to
be a service. Drivers expect their
vehicle brand to promote customer
loyalty, and to offer them packaged
assistance offers.



Four areas of

… which implies a change in services
At Europ Assistance, we believe that automobile
assistance should take charge not only of the
vehicle, but above all of its driver and passengers.

With Care Services, we keep an eye on you and
your car while you are on the road, and can
instantly mobilize a top-quality network at your
service to ensure your safety and well-being in
any situation.



Four areas of

"Must" tools

MyMobility : this application is practical and easy to use: it offers an assistance
service based on GPS technology and additional services (a maintenance
schedule, dealership geolocation, etc).

First selected network : a priority network comprising the most
efficient automobile professionals who intervene in the event of breakdown,
puncture, etc… The selection criteria for these professionals are high: arrival
time, reporting, quality of vehicles, technical capabilities, etc…

First selected green network : is the first labelized pan-European network of
eco-responsible professionals, who offer environmentally-friendly assistance
services: electric or low CO2 emission vehicles, bicycle hire, etc…



Some references: Automotive



Four areas of
Care Services: Health

Health support:
a growing need

Today more than ever, people are
looking for support in matters of
healthcare. Online access to medical
information, increasing demands
regarding quality of healthcare, more
and more specialists… we want to be
sure of our sanitary and
psychological well-being throughout
our lives. It's a particularly crucial
challenge in a world where life
expectancy is continuing to increase.



Four areas of

With Care Services, Europ Assistance meets the challenges of healthcare and
dependence, with personalized solutions for medical care, monitoring or
teleassistance.

Solutions with high added-value

By making assistance services possible on both one-off and long-term bases,
Europ Assistance is revolutionizing the Care world. Thanks to technological innovation
associated with a strong human presence, we take daily care of your health and the health of
your loved ones.



Four areas of

Personalized innovative services
Docticare : a health portal which provides access to a wide range of health information,
offers personalized services for preventive healthcare and the management of medical
data, and includes high added-value web services. The personal space allows users to
create and update their medical files online or manage, download or print their clinical
passports in several languages.

International Health Global Corporate Solutions : The Global Corporate Solutions
division of the Europ Assistance Group is the dedicated point of entry for global groups,
players from the international health care sector, and transnational bodies providing
international health care and medical assistance solutions. The packages that it
provides meet the needs of business travellers, expatriates, local staff, clients and
members. This division deploys human and material resources on a worldwide or local
scale, overseen by services offering support and advice in fields such as on-site
medicalisation and health plans (with a network of qualified and audited suppliers),
medical evacuation services, the organisation of treatment abroad, or medical support
programmes for employees via prevention and information services in particular.



Some references: Health



Four areas of
Care Services: Home & Family

Europ Assistance invents the
home services of the future

Society is changing. In an increasingly
mobile urban world, where you have to
juggle between work, transport and
family life, ultra-responsive support
services have become indispensable.
That is why Europ Assistance has
invented the home services of the future.
Personalized assistance and prevention
services to ensure your peace of mind
on a daily basis, and let you devote your
spare time to your loved ones and your
leisure activities.



Four areas of
Care Services: Home & Family

Support on a daily basis

Babysitting, additional schooling, lost key insurance,
support to elderly and dependent people to help them
remain at home, boiler and large domestic appliance
repairs, legal assistance … Through these local,
personalized, innovative support services, we keep watch
over your family and your home, to make your daily life
easier and less wearing



Some references: Home & Family


A culture of responsibility


A culture of responsibility

CSR STRATEGY: "THE SOCIAL FOOTPRINT"

CREATING A "POSITIVE SOCIAL FOOTPRINT"

COMMON VALUES

INITIATIVES FOR CHARITY

LOCAL KNOW-HOW PRIORITIZED



CSR strategy: "the social footprint"

Corporate Social Responsibility (CSR) is an essential lever for our
development strategy.

In line with its pioneering spirit, Europ Assistance was the first international player in
the sector to commit to a CSR strategy. Today, the Group’s development is
inseparable from its social project, and links directly to its history, its areas of
business and its values.

Europ Assistance has chosen to develop the “social footprint” label, which now
encompasses all Group initiatives in this area, in order to affirm Europ Assistance's status
as a responsible company on both social and civic levels, and to promote its global
commitments and local initiatives in the field of CSR.



Creating a "positive social footprint"

What is the company's "positive social footprint"?
It is based on a conviction: companies today can no longer view their growth and
performance criteria in the short term: they must consider them in a long-term
perspective. And they can no longer ignore the impact which their activity has on society:
they must take ownership of any negative external impact which they may generate.
Sustainable profit is only possible if it creates for the company's internal and external
ecosystem as a whole.

Just like the carbon footprint, it is also a company's responsibility to be capable of
measuring the social and civic impact of its activities on the ecosystem in the long term
and in its entirety, on a regional, national or worldwide scale.




Europ Assistance and "the positive social footprint":

Europ Assistance supports aid for the development of new forms of enterprise in the world, in
parallel to all initiatives carried out locally by the subsidiaries, reconciling economic
performance, social performance and creation of value.

For Europ Assistance, the development of new forms of enterprise which create innovative,
lasting and reproducible solutions, is one of the most effective levers for changing the
economic and social environment and create value at a local level.

In this context, Europ Assistance backs social entrepreneurship through its partnership with
Ashoka and via a dozen entrepreneurs throughout the world.




Europ Assistance Group and Ashoka:

In 2010 Europ Assistance made a commitment alongside Ashoka to back social
entrepreneurship throughout the world.

Through this strategic partnership with the biggest association in its field, Europ Assistance
Group, which has made social entrepreneurship its major commitment in terms of social and
civic responsibility, intends to contribute directly to the structuring and developing of the
social entrepreneurship model worldwide, as it considers it to be a fundamental lever for
bringing tangible responses to the challenges of contemporary society.



Common values

"Being Care" means defending your values every day on behalf
of your customers' well-being.
The Care ethic: care, kindness, professionalism.
If Europ Assistance successfully supports you in a spirit of trust, both in everyday
life and in exceptional circumstances, it is because each employee shares
common human values:

pioneering mindset,

integrity,

creation of value,

performance as a team,

commitment to customers.



Initiatives for charity

Local initiatives
Europ Assistance and its subsidiaries work around the world on health, social and
humanitarian projects, as close as possible to the reality of the countries where the Group
is present. This commitment draws on local knowledge and skills, and produces tangible
results.

Some examples:
- The Group's IHS (International Health Solutions) Division has signed a partnership with AMREF, an
association which is well-known for its "Flying doctor" air ambulance service which acts on behalf of health
development in Africa.
- employee mobilization on behalf of families suffering from AIDS (Europ Assistance South Africa)
- support for the Second Chance Foundation, to sponsor individuals aged 18-60 who have suffered major
difficulties in life but show strong motivation to move forward (Europ Assistance France)
- support for the Paint a Smile Foundation for a more humane approach in psychiatric hospitals (Europ
Assistance Portugal).



Local know-how prioritized

Matching global efficiency with local solutions
Prioritizing closeness to our customers for a
personalized solution, and ensuring quality
assistance.

Maintaining presence on national markets for perfect
knowledge of the field.

Tangible initiatives on a daily basis.

Deploying our global know-how locally.


Corporate Presentation 2011-2012 (English version)

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