Access America 2009 Annual Report Download - page 28

6SDLQ new product launches
and an improved carbon footprint
Our Spanish business unit consolidated
2009 results in an environment greatly
impacted by the severe economic crisis.
To combat the situation, our Spanish
team worked throughout 2009 to
improve its online customer services.
The entity also launched a new
assistance product that provides a wide
range of legal services, such as legal
counsel, legal defence and legal
documentation. The crisis also led to a
steep drop in employee travel. The
upside was a signifi cant drop in
employee-generated CO2 emissions,
which were down 18% compared
to 2008, and it further improved
its carbon footprint by reducing its
paper consumption by 17%!
6ZLW]HUODQG growth
and resilience in the downturn
The Swiss market demonstrated
great resilience during the global
economic downturn. With a strong
12.4% (in EUR) / 6.9% (in LC) growth
in revenues, our Swiss business unit
achieved very satisfactory top and
bottom line results. The health and
lifecare and automotive businesses
(including Medi24) greatly contributed
to this performance. Furthermore,
consumer specialty insurance initiatives
such as extended warranties for white
and brown goods and mobile phone
insurance products also positively
contributed to a well-balanced
business portfolio.
7KH1HWKHUODQGV maintaining
stability in a year-long challenge
Despite the diffi cult market and
economy in 2009, our Dutch entity
maintained a stable turnover and
improved its bottom line results.
How? It acquired several important new
clients and improved its operational
effi ciency. Our Dutch business unit also
continued to focus on new product
development, which saw the successful
launch of several innovations: a new
annual travel insurance product and the
fi rst European digital owners booklet
produced together with a car
manufacturer. Since mid 2009,
in close collaboration with the Ministry
of Transportation, we have handled all
automotive accident cases on main
roads throughout the country, which
has allowed us to expand our network
into the semi-public sector.
7XUNH\ it just keeps growing
Despite the global crisis, which
negatively affected all sectors in 2009,
our Turkish business unit had stunning
4.2% (in EUR) / 18% (in LC) growth,
bringing its combined ratio to 92.5%.
Through proactive measures, it
minimized costs in network
management by altering towing rates,
and at the same time, developed its
customer portfolio. Growth in both
the insurance and banking sectors
continued with the recent signing of
a partnership agreement with a major
travel player. A highlight in 2009 was
implementing Unity, an effective IT tool that
helps improve the quality of customer
services. So far, the new system has
paved the way for increased productivity
and more effi cient cost containment.
8.DQG,UHODQG
innovation to grow
Our UK and Irish business units were
particularly challenged in 2009 as a
result of the economic recession.
Despite this, our teams made new
business wins throughout the year with
particular success in B2B2C. This all
contributed to strong operating results.
Innovations were at the centre of this
success with further deployment of
online automotive warranty and travel
insurance platforms. M-commerce
was high on the agenda resulting in
a signifi cant 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 not stop with technology;
HR, Internal Communications and CSR
offered strong support throughout the
year to boost employee engagement
and successfully implement innovative
change.
+1.9%
IN TURNOVER
24 Mondial Assistance / ANNUAL REPORT 2009
INTERNATIONAL PRESENCE