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“The world's number one name in assistance”
Europ Assistance was founded in France in 1963. As the
original creator of the travel assistance concept, Europ
Assistance has been at the forefront of an ever-changing
assistance world. We possess an established reputation
for innovation, linked to a true worldwide ability to
render multi-facet assistance services to over 109 million
customers worldwide.
On call around the clock 24 hours a day, 365 days a
year, we provide assistance in 208 countries and territories
throughout the world. The ability to offer such a truly
global service is achieved through our international
network of agents and representatives, our 33 telephone
Customer Assistance Centres and the support of over
400,000 service providers.
2002 Highlights:
· Group consolidated turnover of 502 million
Euro
· 34 Group Companies around the world
· 37.5 million telephone calls for service received
- that's one call every second
Over
6.5 million assistance cases handled around the world
Europ Assistance
Worldwide in 2003:
· 24 hours a day, 365 days a year
· 208 countries and territories covered by our
network of agents and representatives
· 401,000 service providers
· 34 companies at the service of our customers
· 35 telephone alarm centres
· 6,5 million assistance actions carried out,
that's 1 every 5 seconds
· 33,5 million telephone calls, that's more than
1 call every second
Europ Assistance
in the UK in 2003:
· 24 hours a day, 365 days a year
· Over 1 million incoming calls
· Over 900,000 outgoing calls made
· Over 130,000 assistance cases handled
· Our call centre services include: Telesales,
Legal, Welfare and Counselling, Travel Assistance, Concierge,
Customer Services and Broker Support
· Our operations services include: Medical assistance,
UK and European Motor Breakdown assistance, Home Services,
Managed home claims, Utility assistance and Total accident
management
· Multi lingual, multi-skilled co-ordinators
· In house medics 24 hours a day
Medical rescues in 2003:
· Over 60 Air Ambulance rescues
· Over 90 Doctor escorted repatriations
· Over 300 Nurse escorted repatriations
· Over 1,125 Unescorted repatriations
· August was our busiest month for medical assistance
cases with over 1,125 cases handled
· The top five countries by number of medical
assistance cases were: France, United States, Spain,
Canary Islands and the Balearic islands
Motor rescues in
2003:
· Handled over 88,000 UK motor breakdown assistance
cases
· Based on over 500,000 UK breakdowns attended
between 2002 and 2003, we fixed 85% of vehicles at the
roadside
· 97% customer satisfaction
· 36 minutes average response time
· January was our busiest month for UK motor
breakdown cases with over 7,470 cases handled
· Over 70% of motor assistance cases occur in
France for customers with European Motor Breakdown cover
· August was our busiest month for European motor
breakdown cases with over 1,000 cases handled
Motor Breakdown Faults and % of total call-outs in 2003:
· 52% Electrical - eg. batteries
· 12.5% Engine
· 6.5% Ignition - eg. cutting out
· 5.5% Transmission - eg. clutch
· 5% Cooling - eg. overheating
· 5% Tyres
· 4% Fuel
· 3% Lock out
· 1.5% RTA
· 1.5% Brakes
· 1% Steering
· 2.5% Other
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