Customer experiences with Allianz Global Assistance.

1. Helping people
more than ever
in 2010
How can we help?

2. key figures
2010 Figures
TURNOVER NET PROFIT
in million euros in million euros
2010 1,892 2010 67.2
2009 1,673 2009 56.0
2008 1,597 2008 62.6
COMBINED RATIO TOTAL STAFF
in percentage number of people
2010 95.8 2010 10,783
2009 95.9 2009 10,231
2008 94.9 2008 9,817
STAFF TURNOVER TURNOVER
per zone by lines of business per zone
1%
25% 22%
64%
38% 46%
13%
62% 13%
16%
Americas Travel Americas
Asia Pacific Health Life & Home Asia Pacific
EMEA Auto EMEA
Corporate, other & consolidation

3. 2010 Milestones
Awards Ratings
Belgium Allianz Global Assistance gets
Super Hero wins prize at BT Expo top ratings
A member from the marketing team did AM Best Europe Rating Services Ltd,
a Super Hero job handing out flyers at the issued an A “Excellent” credit rating.
7th annual Brussels Travel Expo inviting We also won a high rating (AA-) from
participants for a game. For his efforts, he Standard & Poor’s.
won an indoor skydiving tour! The Belgian
travel industry website, Pagtour, awarded
our business unit the prize for the most Innovation
attractive booth.
Canada
Our Canadian entity has distinguished Australia The Netherlands
itself as an employer of choice after being Nissan Australia signs on HelpMe
selected as a Top 15 Employer in the The MyNissan iPhone Our Dutch business
Waterloo area by Mediacorp Canada Inc. app is an innovative, unit launched HelpMe,
reassuring addition for a Smartphone app that
The Netherlands the Nissan owners, and allows customers to request
Feather Award allows customers to trigger roadside assistance in real-
A national travel magazine awarded its an assistance call with time or when they need
annual innovation Feather Award for our the touch of a button. It also provides an medical assistance abroad.
Dutch entity diverse range of assistance electronic logbook, vehicle tips, parking
services. meter and service reminders and a handy
Golden Shields trip planner that indicates locations of
For the second time it won 2 Golden gas stations, public parking areas and the
Shields insurance awards, which recognise nearest Nissan dealer!
uniqueness and outstanding service.
France United-Kingdom
Poland Ensures more online Introduces iPhone app
HR Director makes the news and mobile assistance for MINI drivers
Our Polish Human Resources Director won Our French entity Introduction of MINI
the nation’s “Top HR Manager” Award. introduced applications Assistance, an iPhone app
Customer Friendly Company Certificate for Smartphones and for MINI owners that they
It also won the Customer Friendly iPhones so now travellers can launch from their
Company Certificate, a nationwide can take out insurance iPhone. Equipped with
program conducted by the Management right before take-off! GPS technology, the functions include
Observatory Foundation, which recognises requesting assistance, locating dealers and
best practices to ensure top quality getting directions.
services.

4. well”, then silence. Thanks to next day, I felt compelled to dial
Saving our internal tools, I managed
to call the emergency services
the customer’s mobile number
to see how he was (I had not
a life and give them the customer’s
location and all details necessary
heard anything since contacting
the emergency services) and
for the ambulance to get there when I heard the elderly man
as quickly as possible. They get emotional and thank me for
O
ne quiet Sunday arrived on site in seven minutes saving his life I felt really proud
morning in our service and found an elderly person and my heart filled with joy. This
centre we received unconscious in the car. They sort of gratitude is truly priceless.
an emergency call from one revived him, thereby saving his
of our customers. I could only life, and took him to the nearest
hear a frail voice in pain on the hospital for medical tests. On my
end of the phone: “I don’t feel return to the service centre the How can we help?

5. for his children. We informed
Shark bite him that the surgeon was with
his wife and that we would
in Mexico report back to him right after
we had spoken with the doctor.
Thanks to our Mexican medical
correspondent, we received a
W
e received a call detailed report, assessed the
from a friend of one hospital’s patient care capacity,
of our clients who and decided to repatriate her
had been bitten by a shark and back to Canada. A few days later, r,
was about to receive surgery. with her husband at her side,
We immediately contacted the the two were flown back via air
hospital, identified ourselves ambulance to Canada’s premier r
and asked a family member trauma facility. Our customer is
to contact us. The patient’s doing well, and he and his wife
husband soon called from are very grateful for the services
Canada very anxious about we provided!
his wife’s condition. He told
us he would fly to Mexico as
soon as he had arranged care How can we help?

6. Never
give up!
A
client of a very valuable
business partner called
us for our concierge
services. He wanted two concert
s
tickets for a famous Swiss band.
t
Unfortunately, the concert had
U
been sold out for weeks. We
b
tried to find tickets through the
t
band’s homepage, the concert
b
hall’s website and eBay. Alas,
h
there were no tickets to be
found. It seemed to be mission
impossible. But we still hadn’t
thought of one thing! What if
we got in touch with the band’s
manager directly? We called and
left a message, explaining our
situation and that we urgently
needed concert tickets for a
V.I.P. client. At first there was no
response but two days later we
received a phone call from the
manager. He informed us that
there would be an additional
concert that hadn’t been
publicised yet. With this insider
information we were able to
procure the two coveted tickets!
Our client was very impressed by
our services and the concierge
team was proud not to have
given up!
How can we help?

7. Multiple medical transfers
for ill patient
A
young customer became normally did not cover this
ill on a trip to Cuzco, second transfer because the
Peru. With the help of hospital in Lima was able to treat
o local correspondent, she was
our her, the decision was made, for
admitted to hospital and stayed
a her own comfort and that of
2 days. As her condition did
20 her family, to return her to her
n improve, more tests were
not country. We approved the costs
done revealing that she had
d of the repatriation. She arrived
pancreatic cancer. We organised
p safely and was immediately
h transfer to a major
her taken to Brazil’s top medical
hospital in Lima, but even then
h facility. Her father expressed his
improvement was unsatisfactory.
i deep gratitude for our services
O doctors recommended
Our and the care we provided his
repatriation to Brazil. On top
r daughter.
o this, her parents were very
of
worried and felt helpless in São
w
Paulo. Although the insurance
P How can we help?

8. We track stolen
vehicles too!
M
y name is Paolo, I am installed in her car. We were able
a coordinator and I’d to continuously track it and never
like to tell you about lost sight of it. In the meantime,
a car theft that was resolved I alerted the police.
thanks to Service Pack Auto, 50 minutes after it had been
an Allianz Italia product. Late one stolen, we received news that the
afternoon, I received a call from car had been found in a suburb
a customer informing me that of Naples. The vehicle’s bumper
her car had been stolen from was slightly damaged and had
a village near Naples. She had a few scratches. Luckily nothing
been attacked and dragged had been taken. We were really
out of her car. The first thing happy that this story had a happy
I did was to make sure she ending, and our customer was
was okay. Then I had the car even happier!
tracked thanks to Service Pack, a
satellite tracking system that was How can we help?

10. Even when you think you’re stranded,
we’re never far away
I
received a night call from a wheelchair. He tried shouting for give me the information.
distressed customer. He had help but the road was deserted. Then I had another idea: contact
been driving slowly when However, there was a parked tow our local service provider and put
his car hit a pothole. The right truck on the street, and he was him in conference call with the
wheels became stuck and the able to read the phone number customer who described where
car was immobilised. He was on the bumper. I thought I’d he was. Within 30 minutes
alone, in the middle of nowhere, use this information and call our tow truck was there to
and because he was unable to their offices; they may give me assist him!
walk, he couldn’t tell me his the exact location of the truck.
exact location. The pavement Unfortunately, because they had
prevented him from getting his so many trucks, they couldn’t How can we help?

11. With our help, a customer
returns to his flooded town
I
n the middle of Brazil, falling down! And because the
suffering its worst natural
s streets were flooded, there
disaster and huge floods,
d were no circulating vehicles
a cu
customer called to inform or any way to get assistance
us that his home, automobile
t to this customer. In Rio he
and the entire street where gathered some funds together
he lived had been partially
l for a taxi, but it wasn’t enough
or totally destroyed. He was
t to take him home to check on
staying at a friend’s house in
stay the situation. We decided to
Rio de Janeiro City. He later provide him with a taxi so he
learned that his car was still in
lear could make the journey. After
the garage but that he couldn’t all, we’re here to help people,
remove it or ask for mechanical
rem anytime, anywhere, in any
help because the garage risked situation!

12. Assistance is just part
of how we help. We offer
human comfort too!
I
received a call one stormy father would be thankful that she
night. A young woman was wasn’t hurt. She asked if I would
crying and in trouble on the call him to explain what had
other end. She had run out of happened, which I did. I told him
units for her cell phone, so I not to worry, that his daughter
called her back. She told me she was not hurt and that help was
had lost control of her car and on the way. He thanked me
hit a tree. The car was smoking many times and rushed to where
and she was scared, alone and his daughter was stranded. After
without any money. She said this incident I felt proud to have
she was a novice driver and that helped a young woman and a
her car was new. “My father will new driver who really didn’t have
kill me,” she cried. I comforted anyone else to turn to.
her and said that we would send
someone right away to help.
I also reassured her that her How can we help?

13. Bypass surgery for a cruise customer
O
ne of our customers fell were made for the operation. took place within 24 hours. Our
ill on a cruise to Egypt, It was very successful and after customer and his wife’s return
just before returning to a few days in the hospital, we trip was quick and comfortable,
Italy. One of the onboard doctors had our customer discharged and they were soon back home.
had him urgently transferred and transferred to a hotel, then
to the nearest hospital. His wife we organised his return to Italy.
contacted us and we quickly Accompanied by the hospital’s How can we help?
set the wheels in motion. Our anaesthetist, his repatriation
local correspondent obtained
a detailed medical report and
kept in close touch with his wife
to keep her updated on her
husband’s condition. It turns
out that he needed multiple
by-pass heart surgery. This
information was checked and
counter checked by our assisting
doctors, and arrangements

14. Come again!
A collection of humorous
assistance stories
Caller - “ uld you
Co
please tell me how
to
put my car in four-
wheel drive to help
me
out of the snow?”
Coordinator - “Sir,
I can see from our
system that your ca
r
doesn’t have four-
wheel drive!”

15. A customer called in to
ask what a particular
warning light meant.
He was advised it
meant he needed to
check the pressure in the
tyres, as they may need
to be topped up with
air. The reply: “Does it
need to be special air?”
k call from
ordinator toocoa plained
A co m
a customer who was not
that his vehr cleordinator
ic
o
moving. Ou stomer whether
asked the cuke was released
the handbra d the engine
and if indee g. “Yes.” “You’re
was runnin ice or snow?”
not stuck on u pressing the
“No.” “Are yopedal?” “I’m not
accelerator e tr y. Oh yes that
sure…let m n’t realise you
was it! I did the accelerator in
had to apply c; I thought it just
an automati
moved!”
How can we help ?

16. 37, rue Taitbout
75009 Paris, France
Tel: +33 1 53 25 53 25
Allianz Global Assistance
www.allianz-global-assistance.com
© Allianz Global Assistance - May 2011 - Production: Group Communications - Concept & design : - Texts: Dixit - Photos: Thinkstock, Getty, Allianz Global Assistance, Simon Mooney, Franck Renoir. Printed by IME on 100% paper
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