Access America 2009 Annual Report Download

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Helping people
in 2009
ANNUAL REPORT

Table of contents

  • Page 1
    Helping people in 2009 ANNUAL REPORT

  • Page 2
    ...Travel ...08 Auto ...10 Health, Life and Home ...12 International presence ...14 We cover the world ...16 Asia-Pacific ...18 Americas ...20 Europe, the Middle East and Africa ...21 Financial results...26 Review of Operations for the year 2009 ...28 Financial statements of Mondial Assistance Group...

  • Page 3
    ...quite naturally the leading world player in assistance, travel insurance and customer services. In April of the same year we acquired World Access, the American leader in Travel Insurance. And one year later Worldcare in Australia joined our group, further reinforcing our portfolio of top performing...

  • Page 4
    OUR BRAND VALUES Worldwide leader in assistance services and travel insurance &$5,1* A PASSION FOR PEOPLE We are people who care about people. The first thing on our minds every day is your well-being. And to make sure we are getting it right, we listen to you fi...

  • Page 5
    ... secure. To do this, earning your trust comes first. Trust truly is at the heart of what we do. million cases handled 15 2XUJXDUDQWHHRI H[FHOOHQFHDW\RXUVHUYLFH 7UXVWLVWKHIRXQGDWLRQ RIDOORXUUHODWLRQVKLSV ANNUAL REPORT 2009 / Mondial Assistance 01

  • Page 6
    ... Mascher Vice President: Detlev Bremkamp Vice President Delegate: François Thomazeau Members: Dr Manfred Knof Dr Walter Gutberlet Sharing knowledge, expertise and innovations Major growth drivers in our mature or saturated markets can be attributed 02 Mondial Assistance / ANNUAL REPORT 2009

  • Page 7
    ...mobile world. These include Smartphone applications for roadside assistance, SMS communication of intervention requirements to providers, travel insurance 2.0, or policies tailored to travel customers... and Rémi Grenier President of Mondial Assistance SAS ANNUAL REPORT 2009 / Mondial Assistance 03

  • Page 8
    ...(5 per zone 785129(5 per lines of business 785129(5 by market 1.8% Corporate, other & consolidation 7% 20.3% Americas Other markets 14% Auto 37% Auto 10.6% Asia Pacific 47% Travel 39% Finance 40% Tourism 67.3% Europe 16% Health, Life & Home 04 Mondial Assistance / ANNUAL REPORT 2009

  • Page 9
    ... insurance desktop application for travel agents. i It was also named Top 100 IT company by CIO magazine. This award recognizes organizations around the world that exemplify the highest level of operational and strategic excellence in information technology. ANNUAL REPORT 2009 / Mondial Assistance...

  • Page 10
    Lines of business 06 Mondial Assistance / ANNUAL REPORT 2009

  • Page 11
    24/7 365 days per year 1 intervention every 2 seconds 250 million beneficiaries

  • Page 12
    ... is part of the overall strategy for Mondial Assistance. It is based on 4 main pillars: Mondial Assistance delivers top-notch performance thanks to online leadership In this critical context, Mondial Assistance's continued growth in the Travel Insurance sector is all the more remarkable. This...

  • Page 13
    ...'ve come to the right place at Mondial Assistance. 7HFKQRORJ\7HFKQRORJ\7HFKQRORJ\ In 2009, we actively pursued deployment of Travel Insurance 2.0. This revolutionary solution was developed internally to help generate increased sales in online travel insurance. It is based on a real-time...

  • Page 14
    ... with Toyota has grown to include France and Ireland; we secured Honda's business in Scandinavia and the Nordic markets; and we partnered with Volvo in the UK and Russia. 37% OF MONDIAL ASSISTANCE TURNOVER QGDZD\WRNHHS\RXPRYLQJ :H›OODOZD\Vß 10 Mondial Assistance / ANNUAL REPORT 2009

  • Page 15
    ...time and as fast as possible. In the UK we have developed bespoke branded web portals that allow OEM end customers to renew warranty and assistance coverage online. They can tailor the product to their lifestyle and budget, and pay monthly or all at once. ANNUAL REPORT 2009 / Mondial Assistance 11

  • Page 16
    ... mobile; people travel more and opt for long-term stays abroad. This requires having specific knowledge of local healthcare systems. In 2009, we reinforced our specialised health insurance for specific mobile groups wishing to spend extended periods of time overseas: students, expatriates...

  • Page 17
    ... a new Employee Assistance Program in collaboration with insurers, banks, pharmas and large IT companies. It provides everything from daily life services and health counselling, to administrative and social support, and stress prevention programs. ANNUAL REPORT 2009 / Mondial Assistance 13

  • Page 18
    International presence 14 Mondial Assistance / ANNUAL REPORT 2009

  • Page 19
    Business units in countries 10,231 Staff members 28 40 languages

  • Page 20
    ... to social service workers, our network of specialists assists you and your customers with every need, anytime, anywhere. We have a dedicated international team at group headquarters in Paris that selects, manages and controls our network of providers. 16 Mondial Assistance / ANNUAL REPORT 2009

  • Page 21
    ... w can we help? How can we help? How can we help? How can we help? Countries with group offices Countries with a commercial activity Our special partner $PHULFDV How can we help? (XURSH0LGGOH(DVW ... Malaysia New Zealand South Korea Taiwan ANNUAL REPORT 2009 / Mondial Assistance 17

  • Page 22
    ... All lines of business - medical assistance, travel insurance, automotive, property assistance and overseas student health insurance - reported strong growth, with e-commerce innovation underpinning our dominant position in travel. In line with group policy to seek growth in strategic new areas, we...

  • Page 23
    ... months! Mondial Assistance India continues to develop its business based on two fundamental principles: an unwavering commitment to provide customers with innovative solutions along with quality, caring, professional service. -DSDQ enhanced growth and profit in a challenging environment 2009 was...

  • Page 24
    ... products. Brazil's star accomplishment in 2009 remains DIRECTASSIST, a free Smartphone application that offers end-customers a 24/7 one-touch, talk-free access to assistance services. This unique application converges the Internet, GPS and the mobile phone, thereby revolutionizing the way we help...

  • Page 25
    ...-friendly website in 2010. Innovation was high on the agenda. We launched "MIRA Mobile", a mobile version of our electronic missioning system for service providers, as well as a telephone for female victims of violence. Our French business unit launched ANNUAL REPORT 2009 / Mondial Assistance 21

  • Page 26
    ...contributed to its success in 2009. Even the new towing legislation combined with the poor economy could not slow us down. Our business unit reported a very successful +21,4% growth, thereby maintaining its lead position in both the automotive assistance and travel insurance markets. We designed new...

  • Page 27
    .... It successfully added 6 new automotive brands to its client portfolio and focused on developing key partnerships with Russia's major automotive distributors. All of these efforts have led, not surprisingly, to a considerable growth in our market share! ANNUAL REPORT 2009 / Mondial Assistance 23

  • Page 28
    ...ficant business win with a major mobile telecoms provider. Our UK business unit continues to be recognized for its customer service excellence and is amongst the region's top three providers of dedicated roadside assistance, travel insurance administration and automotive warranty. Investment did...

  • Page 29
    ...IT platforms. In the future we hope to open a small local operations platform in the region. improved focus for future development In 2009, Mondial Assistance heightened its focus on the Nordic & Baltic regions, as both the automotive and travel insurance activities are beginning to show promise of...

  • Page 30
    Financial results +4.8% growth 26 Mondial Assistance / ANNUAL REPORT 2009

  • Page 31
    56 million â,¬ net profit 1,673 million â,¬ turnover

  • Page 32
    ... in Europe, North America, Mexico and Russia. The contribution by Mondial Assistance France, World Access Inc. in the USA and Mondial Assistance Australia accounted for 44.3% of total sales in 2009, against 41% in 2008. In France, travel insurance sold online and new customers in the automotive...

  • Page 33
    ...on Allianz Group share purchase options granted to managers by the Group see notes to the consolidated accounts where risk management mechanisms are described not applicable none Development... power relative to decisions or actions to increase the capital. ANNUAL REPORT 2009 / Mondial Assistance 29

  • Page 34
    ...MONDIAL ASSISTANCE GROUP Consolidated Income Statement of Mondial Assistance Group in thousand EUR Premiums earned net - Gross premiums written - Ceded Premiums written - Change in unearned premiums Claims and insurance benefits incurred (net) - Claim...) 30 Mondial Assistance / ANNUAL REPORT 2009

  • Page 35
    ...Income taxes INCOME AFTER TAXES AND BEFORE MINORTITIES Minorities interests in earnings NET INCOME 2009 336,295 318,725 17,570 (328,200) 27,620 59 1,048 ... All detailed financial information on: www.mondial-assistance.com/corporate/media/annual-reports/ ANNUAL REPORT 2009 / Mondial Assistance 31

  • Page 36
    ... 136,649 54,823 170,829 362,301 36,991 285,184 5,429 5,429 8,431 24,435 32,866 31,188 1,431,100 12/31/2009 12/31/2008 Pro forma 32 Mondial Assistance / ANNUAL REPORT 2009

  • Page 37
    ... service income Claim reserves Other ...accounts Other liabilities Deferred income Other liabilities Deferred taxes - liabilities Total liabilities TOTAL SHAREHOLDERS' EQUITY AND LIABILITIES 12/31/2009...mondial-assistance.com/corporate/media/annual-reports/ ANNUAL REPORT 2009 / Mondial Assistance 33

  • Page 38
    ... acquisition of consolidated companies Change from the acquisition, sale and maturities of other investments Change from the acquisition and sale of investments for unit-linked life insurance Other...,463 5,324 5,324 (25,649) (25,649) 60,138 225,045 285,183 34 Mondial Assistance / ANNUAL REPORT 2009

  • Page 39
    ... and service income (before taxes) Combined Ratio Growth on net earned premiums and service income 14.20% 5.90% 95.90% 4.80% 2008 17.30% 6.60% 94.90% 7.70% All detailed financial information on: www.mondial-assistance.com/corporate/media/annual-reports/ ANNUAL REPORT 2009 / Mondial Assistance 35

  • Page 40
    ...assistance.in ,UHODQG ,WDO\ -DSDQ Mondial Assistance Ireland (ASCI) +353 1 602 7000 www.mondial-assistance.ie Mondial Assistance Italia SpA Millea Mondial Co., Ltd +39 02 236 95 1 www.mondial-assistance.it +81 3 5783 7699 www.millea-mondial.co.jp 36 Mondial Assistance / ANNUAL REPORT 2009

  • Page 41
    ... www.mondial-assistance.com.sg Mondial Assistance Spain +34 91 325 54 40 www.mondial-assistance.es 6ZLW]HUODQG Mondial Assistance +41 44 283 32 22 www.mondial-assistance.ch Medi 24 - Mondial Service Switzerland AG +41 31 340 05 00 www.medi-24.ch 7KDLODQG Mondial Assistance Thailand Auto...

  • Page 42
    ... France Tel: +33 1 53 25 53 25 Fax: +33 1 53 25 54 04 www.mondial-assistance.com © Mondial Assistance - May 2010 - Production: Group Communications - Concept & design : SEQUOÏA FRANKLIN - Texts: Dixit - Photos: Thinkstock, Getty, Mondial Assistance, Simon Mooney, Franck Renoir. Printed by IME on...