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Discover MAPFRE ASSISTANCE Your life. Our world insurance assistance A dedication to serving people worldwide is the philosophy on which MAPFRE ASSISTANCE s operational approach is based. We have been working with our partners in the insurance industry for more than 25 years, helping them boost the turnover, profile and profits of their businesses. We offer our partners innovative products and services to achieve a better quality of life for both them and their clients. That is our world. Rafael Senén Chairman Leader in the assistance market Own assistance network on all five continents Flexible range of services tailored to our partners Complete, simple integration within your company
More than 25 years working with companies in the insurance industry We are experts in an industry where our flexibility and continuous technological innovation allows us to offer solutions designed to satisfy the specific needs of our clients in the countries where we operate. At all times we take on the role best suited to our partner. Depending on their needs we take charge both of the delivery of assistance services and the underwriting of risk through reinsurance programmes. We likewise offer support in the insurer s automotive, home and health claims processing, with supplementary services helping to build customer loyalty and improve claims cost control. With end-to-end solutions. Tailored and turnkey products and services fully aligned with the needs of each company, making us a key partner: from roadside and home assistance, medical and travel assistance, to the sale of complementary services for the insured. With global services integrated into each local market by a qualified, specialist, professional and technical team. Acting at all times in accordance with our partners best interests: using our own brand or providing products and services which fit within the client s insurance company s brand. insurance assistance 4 5
Why choose MAPFRE ASSISTANCE? Benefits for your company Increased business profitability. MAPFRE ASSISTANCE only deals with Win-Win situations, offering you new business lines which generate additional revenue. Expand your service offering and stand out from your competitors. MAPFRE ASSISTANCE provides new services and forms of cover to add value to your insurance portfolio. Improve your brand image and drive recurring positive contact with your clients. MAPFRE ASSISTANCE always offers an impeccable service, which will allow you to build brand loyalty and expand your customer base. Considerable cost reductions. MAPFRE ASSISTANCE has its own network of specialist providers worldwide, managed in the most efficient way possible. Reduce fraud. MAPFRE ASSISTANCE introduces technological innovations to ensure rigorous control and reporting to the client s insurance company on all operating processes. Benefits for your customers Effective and swift administration and resolution of claims. Complete availability first class service provided 24 hours a day, 365 days a year. End-to-end administration providing customers with total peace of mind. All they have to do is make a call. We take care of the rest. New popular, attractive, competitive assistance programmes offering high perceived levels of value. insurance assistance 6 7
Product lines for your company At MAPFRE ASSISTANCE we have structured our product lines in accordance with the business areas of insurance companies. Our services provide standout, by making a portfolio more extensive and competitive. We also supply policies which can be given to customers through automatic inclusion or offered via optional sales formats. This ensures that we work in perfect alignment with the needs of both companies and their clients. Home Your home. Our world Automotive Your road. Our world Life Health Your health. Our world Your travel. Our world insurance assistance 8 9
Your road. Our world A world where MAPFRE ASSISTANCE is on hand with the most effective solutions for your clients. We have more than two decades worth of experience designing programmes to assist customers in the event of roadside incidents. The knowledge built up over this time has made us experts in identifying problems and developing the services to solve them making us leaders in the industry. Services Your road. Our world Roadside Assistance: covers the assistance needs of customers and their vehicles should an incident or problem, such as an accident or breakdown, arise which prevents them from continuing their trip. MAPFRE ASSISTANCE is the first company worldwide to automate the entire roadside assistance process. The whole process is monitored via GPS, with incident management indicators reported to the client company s systems, helping it to avoid fraud. In addition to traditional channels, the insured can also activate a request for assistance automatically via the MAiassist smartphone application. Shorter response times and lower costs. MAPFRE ASSISTANCE optimises service delivery: arrival times are cut by 60% on average, service costs reduced, and users kept informed at all times. Replacement Vehicle: replacement vehicle available for as long as the repair to the insured s vehicle takes. Secondary Towing: transport service for vehicles which, for whatever reason, cannot be driven from the car depot to a particular garage. Complementary Motor Services: simpler claims processing and cost control for insurers, administering notification of claims and providing accident assistance, offering loss adjuster advice and overseeing repairs. insurance assistance 10 11
Your home. Our world A world in which your customers benefit from the finest home assistance. MAPFRE ASSISTANCE has the most advanced cover and services to satisfy your customers needs and offer them complete peace of mind at home. Market leading technology providing a simple, quick and convenient service. With ON TIME CALL all parties are handled in one single call. User With the utmost flexibility. We take on the role best suited to the structure of your company: from call handling to complete processing of claims under your brand. With a transparent administrative process meaning customers need not worry about a thing. Services Your home. Our world Home Assistance: service available 24 hours a day, 365 days a year providing the promptest possible repair when an emergency situation arises at home, thereby preventing any further damage. Home Claims Management: guaranteeing a response by MAPFRE ASSISTANCE professionals to handle any claims covered by the insured s policies and tailored to the client insurer s requirements. All the customer has to do is call. We will take care of the repairs. Provider Insurer insurance assistance 12 13
Your health. Our world A world in which your customers can count on first-class medical and pharmaceutical care in the shortest time possible, anywhere in the world, while also optimising your company s costs. Medical Centres: quality healthcare service 24 hours a day, 365 days a year, for both foreign and local patients, with the latest facilities and multilingual medical staff. 100% monitored process to avoid fraud. Guaranteed appropriate treatment and fair pricing. Our own medical and nursing network with cover adapted to your company s needs. Agreements with the leading clinics, anywhere in the world, with no need for payouts to clients and relatives. Cost savings in claims and invoicing. Services Your health. Our world Mediphone 24: telephone service offering medical advice and guidance to customers 24 hours a day, 365 days a year. Second Medical Opinion: putting the insured in contact with acknowledged specialists to offer a second medical opinion in the case of chronic conditions or major illness. Teleassistance: home support service offering immediate assistance in cases of anxiety, crisis or loneliness for dependent or disabled people. Evaluation of Bodily Injuries: dedicated medical team responsible for evaluating and reporting on injuries, after-effects, etc. suffered by individuals as a result of an accident or illness in order to provide appropriate compensation for the harm suffered. Cost Containment: administrative service guaranteeing proper medical response, fraud prevention and cost savings. Complementary Health Services: providing the insurance company with administration of health products at various levels: telephone response, handling and administration of claims, network management and medical audits. insurance assistance 14 15
Your travel. Our world A world where your customers can enjoy the pleasure of travelling with complete peace of mind anywhere in the world, with guaranteed support from the most comprehensive range of travel insurance. Experts in assistance programmes and travel insurance honoured with prestigious industry awards. ITIJ 2005 Award for Best Assistance Company and ITIJ 2011 and 2013 Award for Best Travel Insurance Company. Affiliate Member of the World Tourism Organization (WTO). Solutions 100% aligned with your company s needs: acting as insurer, reinsurer or provider of travel assistance programmes. Solutions 100% aligned with customer needs and profiles: those travelling to Schengen countries, students, holidaymakers and business travellers. Services Your travel. Our world Insurance and Travel Assistance: tailored protection for travellers and their companions for any destination or type of travel. Cover is tailored to the needs of the insurance companies and their clients: from medical assistance covering the possible costs associated with expensive medical treatment which may arise during travel, to travel cancellation insurance and lost luggage insurance, as well as roadside assistance. Transfers and Repatriation: covering the cost of return travel in the event of an accident, illness or death. Medical Centres: quality healthcare service 24 hours a day, 365 days a year, for both foreign and local patients, with the latest facilities and multilingual medical staff. With the finest international assistance network and a multilingual user service platform. Alongside our own network of doctors, clinics and nursing services, we hold agreements with the world s leading medical centres. insurance assistance 16 17
what is more, We also custom design other types of assistance programmes which may be of interest to our partners customers. we offer additional personal assistance services to meet your customers daily needs. Fostering positive interactions with your brand. Increased opportunities for customer contact, resolving problems which go beyond issues connected with their claims. Improved brand image and customer loyalty. High perceived value-added services. Competitive levels of cover and policy prices delivering excellent customer satisfaction. Concierge Services: personal assistance for your customers when preparing or route-planning their trip, coordination of special events, packages and gifts, information on leisure opportunities at their destination, technological assistance and other specialist services. Legal Advice: access to the finest resources to protect the insured s legal rights at a much lower cost than market rates. Funeral Assistance: cover for customers and their direct relatives for the required procedures and costs of a burial or cremation service. insurance assistance 18 19
mapfre-asistencia.com Carretera de Pozuelo nº 52 28222 Majadahonda Madrid - Spain internationalsalesdepartment@mapfre.com facebook.com /mapfre.assistance linkedin.com/company /mapfre.assistance twitter.com /MapfreAsist youtube.com /MAPFREASISTENCIAvcr Affiliate Member of the World Tourism Organization ITIJ 2005 Award for Best Assistance Company ITIJ 2011 Award for Best Travel Insurance Company ITIJ 2013 Award for Best Travel Insurance Company All industrial and intellectual property rights are owned by the MAPFRE Group. Any unauthorised use will be prosecuted in accordance with the applicable law.