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ASIA-PACIFIC
While Asia Pacifi c was not spared the world’s
economic downturn or the year-long struggle,
all business units in the region contributed to a
signifi cant growth in profi ts. These contributions are
the result of strong, clear leadership in challenging
times, an increased focus on our core businesses,
innovative product development and investments
in cutting edge technology.
Despite challenging market conditions,
Asia-Pacifi c’s performance in 2009
was strong, all business units within
the region contributed to this growth.
The Australian business continued
to impress with double digit sales
growth in each of the markets in which
it operates. China, Japan and India
showed exceptionally strong growth
levels in market conditions which
ranged from mature to subdued.
Two loss making entities were
restored to profi tability through
strong commitments by their senior
management teams.
$XVWUDOLD climbs the ranks
to reach n°3 in revenue!
Who ever said that growth is not
possible in a crisis year? Certainly not
Mondial Assistance Australia! Our
Australian business demonstrated
its exceptional resilience and capacity
for growth with a 12.9% (in EUR) /
19.5% (in LC) increase over 2008
revenue. This moved Australia from
fourth to third highest in annual turnover
within our group — impressive for
a country with a population of only
22 million!
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 also reached across the Tasman
to signifi cantly expand our market
presence through a partnership with
leading New Zealand travel company,
House of Travel.
&KLQD success through
growth and innovation across
all product lines
2009 was an active growth year for
Mondial Assistance China. Our Chinese
entity launched new custom-designed
roadside assistance programs, which led
to the successful addition of several new
car manufacturers to the portfolio.
The business reported a 60% increase
in assistance cases and a corresponding
69.6% (in EUR) / 57.4% (in LC) increase in
revenues. It earned higher service quality
and customer satisfaction scores, while
closely containing operating costs through
enhanced personnel training and targeted
operating effi ciencies.
Mondial Assistance China also added
some prominent fi nancial institutions
to its growing list of partners, thereby
increasing its margins and revenue
across this segment.
A new nationwide travel insurance
fronting solution allowed the business
to further develop and enhance its
comprehensive travel insurance offer.
Finally, synergistic technology
innovations sustain the growth delivered
by our marketing initiatives and improve
our “added-value” performance
in the demanding Chinese market.
,QGLD leaps ahead
in Automotive Assistance
Since we launched our operations
in India in November 2007, Mondial
Assistance has proudly pioneered
the assistance fi eld, creating increasing
demand for roadside assistance,
establishing professional roadside
assistance services throughout
the country and expanding into
customer relationship management
services for customers. We are
currently managing CRM programmes
within the automotive, insurance
and fi nancial services markets.
Another leap ahead is the recent
11%
OF GROUP
TURNOVER
18 Mondial Assistance / ANNUAL REPORT 2009
INTERNATIONAL PRESENCE