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Continual improvement in both quality and effi-
ciency brought further improvements in the over-
all level of customer satisfaction; 97% of all cus-
tomers are satisfied with the Call Centre activity and
99% with its dedicated technicians. Mondial
Assistance UK was voted one of ‘The Sunday Times
100 Best Companies To Work For’.
An enhanced Training & Development programme
for roadside technicians achieved a world leading
roadside repair rate, which further supported the
customer satisfaction results and improved financial
results.
Other highlights were the replacement of the exist-
ing legacy system with a new .NET infrastructure.
This should ensure continuous profitable growth
for the business. In addition, the UK and Irish busi-
ness units combined a number of IT and Back
Office functions as a means to reduce costs and
simplify processes. Ireland focused primarily on
the automobile market in 2006.
Middle East and Africa
Reinforcing the core business
Throughout 2006, AGF signed new travel insurance
contracts in several African countries. In the near
Middle East region, including Lebanon, Jordan and
Egypt, Mondial Assistance further developed its
travel business with existing partners.
case of extraordinary events like natural disasters
or terrorist attacks promoted additional growth
Furthermore, the company reinforced its top posi-
tion in roadside assistance with car manufacturers
and importers. Thanks to this positive growth, the
stable claims ratio and tight cost management, the
Swiss business unit reported high profitability. In
2006 its core insurance and accounting systems
were also renewed for optimised efficiency.
Turkey
Huge sales growth and
new operations centre demonstrate
dynamic local market
Mondial Assistance Turkey carried out a full reorgan-
isation process in 2006 with an aim to consolidate
its growth of previous years and strengthen it for
the future challenges of this promising market. This,
along with improved portfolio management and
commercial developments in the insurance sector,
led to a 60% growth in sales, and a net result multi-
plied by 3. The Turkish business unit renewed its
leadership position in the banking sector by
providing assistance services to commercial and
individual banking branches.
The booming tourism market and increased activity
volumes in southern Turkey led to the opening of
a new operations centre in the Antalya region.
Originally created to provide high quality services to
its Russian and Ukrainian partners, this platform
has set new standards for cost containment and
productivity.
United Kingdom and Ireland
Booming E-commerce and
streamlined processes
Despite a difficult year 2006 for most of the busi-
ness unit’s motor manufacturer clients, the com-
pany continued to grow its warranty business by
nearly 20% over 2005. In addition, it succeeded in
renewing or extending all major contracts.
Travel insurance showed positive sales growth with
e-commerce resulting in over 50% of all travel insur-
ance transactions.
Europe, Middle East & Africa
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Annual Report 2006