MAPFRE ASISTENCIA An entrepreneurial spirit

MAPFRE ASISTENCIA
INTERNATIONAL NEWSLETTER
2 nd edition 2009 - is s ue 33
MAPFRE ASISTENCIA
An entrepreneurial spirit
New image advertising MAPFRE ASISTENCIA’s Life & Care activity (see page 8)
New image advertising MAPFRE ASISTENCIA’s Travel & Leisure activity (see page 8)
MAPFRE and Banco do Brasil
Agreement of intent for negotiating
the development of their insurance business
in the Brazilian market
M
APFRE and BANCO DO BRASIL, the country’s leading financial institution, have signed an agreement
of intent to negotiate the creation of a strategic
alliance aimed at joint development of both groups’
insurance business in the Brazilian market in the
Personal, General and Motor Insurance sectors. This will
benefit the structures and capacities of both BANCO DO
BRASIL and MAPFRE.
GRUPO MAPFRE
This agreement will lead to the creation of one of the
leading insurance groups in Brazil, consolidating the partners’ joint position in the sector with a market share of
16% and premiums of 4,000 million real (approximately
1,530 million euros) in the first seven months of 2009.
The new insurance Group will also be the leading company on the Brazilian market in personal insurance and the
second ranked in damage insurance.
The Brazilian market is of great strategic importance within
the framework of MAPFRE’s policy of international expansion. The company has been present in this country since
1991 and since 2005 has held an agreement with BANCO
NOSSA CAIXA (a subsidiary of BANCO DO BRASIL) which
been extremely successful, both in terms of the results obtained and the business model.
RESULTS FOR THE FIRST HALF OF 2009
MAPFRE exceeded revenues of €10,000 million and obtained a
net attributable profit of €530.6 million
I
n the six first months of 2009, MAPFRE obtained a net attributable profit of €530.6 million, an
increase of 0.2 percent over the same period last
year. Recurrent profit grew by 5.5 percent to €492.9
million, while revenues exceeded €10,040 million,
an increase of 12.9 percent. Premiums increased by 13.3
percent, reaching €8,313 million.
The international business continues to be the Group’s
growth driver and now provides 47 percent of premiums
(€4,118 million, a significant increase of 35.2 percent)
and over than 31 percent of profit. Within these results,
revenues from MAPFRE ASISTENCIA’s business (premiums
and revenues from the sale of services) recorded an increase
of 10.4 percent, reaching almost €256 million.
In the first half of the year MAPFRE also increased its equity
by 12.4 percent, to €5,508.3 million, and reduced its debt
by €392.5 million.
In the domestic business, which recorded a significant
improvement in Life insurance, the decline was less
pronounced than in the previous quarter. Premiums for
an amount of €4,630 million were obtained, a fall of 1.3
percent.
SIAM NEWS
Page 6
2nd edition 2009
Julio Castelo Matrán,
Honorary Chairman of
MAPFRE
T
he Board of Directors of MAPFRE and the Board
of Trustees of FUNDACIÓN MAPFRE have appointed Julio Castelo Matrán as Honorary Chairman of
MAPFRE.
Julio Castelo devoted 40 years of his professional
life to the Group and was its Chairman from 1990
to 2001, a period of tremendous corporate development for MAPFRE, thanks to the Chairman’s
enhancement of both structural and institutional aspects. Throughout his long professional career, Julio
Castelo has received a number of distinctions,
including the Gold Medal for Merit in Insurance, the Spanish
insurance industry’s highest award.
MAPFRE’s Chairman
presents the book De
Mutua a Multinacional
FUNDACIÓN MAPFRE also established the Julio Castelo Matrán Award in his honour. Since 2001, this biannual
award has been bestowed on outstanding scientific works
relating to Insurance and Risk.
The appointment of MAPFRE’s new Honorary Chairman
came into effect on 10 September 2009.
De Mutua a Multinacional is a work by the historians Gabriel
Tortella Casares, Leonardo Caruana de las Cagigas and José
Luis García Ruiz. In which they analyse the main economic
and social events of the last 75 years and how MAPFRE
changed to adapt to the new scenarios.
During his talk, the MAPFRE Chairman thanked all of the
Group’s staff for their work which has helped to turn a small
mutual company created 75 years ago into the leading insurance group in Spain and one of the foremost European
Insurance groups.
MAPFRE, among the 40 world’s best
companies
M
APFRE is ranked 21st in the list of the World’s Best
Companies 2009 / Global Top 40 published in the
US magazine Business Week which includes the
companies that, in the current crisis environment,
have “a commitment to innovation, diversified
portfolios, aggressive expansion, strong leadership and a
clear vision for the future”.
The study published by Business Week and compiled by the
consulting firm A.T. Kearney highlights MAPFRE’s wise internationalisation strategy in Latin America, which began in
the 1980s, as well as its recent commitment to the US and
Turkish markets. A.T. Kearney also mentions the Group’s
wide range of products and its technological developments
as two of its main competitive advantages.
The list of the 40 World’s Best Companies 2009 includes
companies from 18 countries and industries in the world.
MAPFRE is the only insurance company in the world in this
list and the first company in the world’s financial sector.
First ranked is the Japanese company Nintendo, followed
by Google y Apple.
MAPFRE has also moved up 69 places in the ranking of the
world’s 500 largest companies compiled and published by
the prestigious US magazine Fortune. The ranking, which is
based on the amount of revenues, ranks MAPFRE in 394th
place -compared with 463rd in 2008- with a total figure of
23,186 million dollars (17,710 million euros) at the end of
2008.
SIAM NEWS
Page 7
2nd edition 2009
GRUPO MAPFRE
O
n 24 July José Manuel Martínez and Alberto Manzano, the Chairman and Vice Chairman of MAPFRE,
presented the book De Mutua a Multinacional (From
a Mutual to a Multinational Company), a work
analysing MAPFRE’s history since it was founded in
1933 to the present day. The book has been published to
celebrate the Group’s 75th anniversary.
Alliance with Protective
to strengthen the warranty
extension business
MAPFRE ASISTENCIA has signed an international
collaboration agreement with the US insurance group Protective
Insurance Co. for joint development of the vehicle warranty extension
business. Protective has an Asset Protection Division which has been operating for
over 20 years in underwriting this product and associated programmes.
This alliance strengthens MAPFRE ASISTENCIA’s warranty extension business, combining Protective’s
extensive knowledge and experience with MAPFRE ASISTENCIA’s know-how in specialty risks and its
strengths: an international commercial network, access to manufacturers and importers,
preparation in claims handling, accessibility to associated repair shops, negotiating skills with brands for repair
shops and spare parts and the necessary legal structures, among others.
Under the agreement with Protective, MAPFRE ASISTENCIA is responsible for marketing and claims handling while
Protective is in charge of the underwriting, with both companies sharing the risk.
The first contracts have already been signed. These include contracts with Mercedes Benz in Portugal (see page 46),
with Toyota in Dubai, with Nissan in Qatar and Volkswagen in Hong Kong. We will be reporting on these last three
contracts in the next issue of SIAM NEWS.
Warranty Extension for new vehicles completes MAPFRE ASISTENCIA’s range of Specialty Risk programmes for
the motor sector for distribution by dealers, joining the current GAP, Mechanical Breakdown Warranty for
used vehicles, Payment Protection Insurance (PPI) and Tyre Insurance programmes.
Based in Birmingham (Alabama) and founded in 1907, Protective Insurance Co. operates mainly
in Life insurance. It has a premium volume of 2,600 million dollars and assets of 40,000
million dollars. Its Asset Protection Division, which operates mainly in the warranty
business - Protective handles 4 percent of all US warranty business -, totals
premiums of around 400 million dollars.
SIAM NEWS
Page 9
2nd edition 2009
news
The association with this specialist partner will also enable MAPFRE ASISTENCIA’s business unit to meet
the growing demand from its vehicle manufacturer clients to include the Manufacturer’s Warranty Extension for
new vehicles in the company’s range of assistance services and vehicle related programmes.
Home 3 is set up
The new UK integral home assistance
company is a joint venture between
MAPFRE ASISTENCIA and CPP
O
news
n Wednesday 4 February 2009 the first Board
Meeting of Home 3 was held at MAPFRE
ASISTENCIA’s London offices. The new company is
a joint venture between MAPFRE ASISTENCIA (with
a 51 percent stake) and CPP, an international group
operating in the emerging life assistance market, specialising
in protection of elements such as credit and debit cards and
mobile phones, with a strong presence on the UK market.
Based in Chesterfield (UK), Home 3 is a company specialising in integral management of 24-hour home assistance and repairs through corporate agreements, although in
the future it also plans to create a network of agents to
handle retail clients. The new company commenced operations with the agreements signed with HSBC’s finance company in the UK, which has over 1,600 branches nationwide,
and with 118118, the UK’s leading telephone information
service.
Home 3 operates through its own national network of service providers, who have been carefully selected by Home 3
and are real specialists in their business sectors.
Home 3 has established the following operating system:
when a customer has a problem in their home they contact a Home 3 agent who, after obtaining information on
the case, connects the user with the service specialist so
that, between the three parties, they can establish the most
The first Home 3 Board Meeting (from left to right): Gregorio R. Santos, Martin
Sowery, Nikos Antimissaris, Stephen Kennedy, Shaun Parker, Eric Rhys Woolley,
Vice Chairman; Rafael Senén, President, Ronald Gray , Managing Director; and Félix
Mansilla
appropriate plan of action ensuring that at the end of the
call the customer knows exactly when the professional will
be visiting them and the specialist knows all the details of
the emergency to be resolved. This method of action ensures that the quality of the service is not only limited to
resolving a problem correctly, but also to doing so in the
fastest possible time, which is what Home 3 achieves
through the system with which it operates.
In addition to its management team -Ron Gray, Managing Director; Steve Narey, Product & Marketing Director;
Richard Hughes, Finance Director; Juan Manuel LopezChicheri de la Torre, Operations Director; and Andrew Acton,
Sales Director-, its administrative and commercial teams,
agent networks and tradespeople, the Home 3 workforce
also has four regional managers for the provider network,
managed by John Howe. The final element is the company’s
website: home3assistance.co.uk.
Home 3 could not have been set up without the dedication
of the staff at MAPFRE ASISTENCIA’s headquarters, MAPFRE ASISTENCIA’s representation office in London and, of
course, CPP.
SIAM NEWS
Page 10
2nd edition 2009
MAPFRE ASISTENCIA sets up its new
AFRICAN subsidiary, LIB ASSIST
O
news
n 1 April in the capital of Libya, Tripoli, MAPFRE
ASISTENCIA inaugurated its new business unit in
Africa, LIB ASSIST, taking the current number of
business units worldwide to 40. This is a further step forward in the company’s
objective of increasing its presence
on this continent, in which it
has been operating since 1991 and where it
already has delegations in Algeria,
Egypt and Tunisia,
with business in
18 countries.
MAPFRE ASISTENCIA is
MAPFRE’s only representative
in Africa
Members of LIB
ASSIST’s Board
of Directors. The
company’s Chairman
is José Manuel
Martínez Iglesias,
Director of the Asia,
Middle East and Africa
Regional Directorate
LIB ASSIST is
a joint venture
between MAPFRE
ASISTENCIA
and
four local partners:
Libyan Insurance, African Insurance (the country’s
first and second ranked insurance
companies), Sahara Insurance and United
Insurance.
LIB ASSIST is the only assistance company operating in
Libya. In addition to products and services in this business sector -it will provide 24-hour roadside and travel
assistance programmes to insurance companies-, it also
offers Specialty Risks products to finance companies,
all through its call center and MAPFRE ASISTENCIA’s
international network of service providers. In the future,
after the market surveys the company is carrying out have
been completed, it will increase its portfolio with other
products offered by the multinational adapted to suit the
needs of the Libyan market.
The Great Socialist People’s Libyan Arab Republic is the
richest country in North Africa and the fifth economy on
the continent, thanks to its oil and gas reserves. The volume
of exports of these natural resources is growing due to the
rehabilitation of existing yields and start-up of new wells
and the country’s GDP is expected to continue to grow
at a rate of over 5 percent in coming years. Libya has a
population of over 5 million inhabitants, concentrated in
the country’s main cities -Tripoli, Bengasi, Misurata and
Tobruk- given its highly extensive territory.
Appointed last March, the present Libyan Government is
making great efforts to liberalise the economy, strengthening participation of the private sector and foreign
investors, and is promoting the former by encouraging the
creation of joint ventures between foreign investors and
Libyan companies.
The contact details for LIB ASSIST are:
Shohadaa El-Shatt, Nuffleyeen
P.O. Box 72166
Tripoli
Telf.: + 218 21 715 1747
Fax: + 218 21 340 9755
SIAM NEWS
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2nd edition 2009
news
LIB ASSIST advertisement promoting its travel assistance service
MAPFRE ASISTENCIA creates
The first Mechanical Breakdown Warranty
product for insurance companies
news
i
WARRANTY is the first Mechanical Breakdown
Warranty product created exclusively for insurance companies to be offered on the international
market. As has been the case until now with assistance services, iWARRANTY is included in the insurance
company’s vehicle policy. The product provides the insured
with total protection in the event of any accident as it covers both assistance and repair of mechanical or electrical
failures occurring to their vehicle.
iWARRANTY is the result of months of analysis and research by the commercial teams of the various MAPFRE
ASISTENCIA regional directorates, as well as the
multinational’s know-how relating to this type of product, which it launched seven years ago and with which it
currently has a portfolio of 600,000 covered vehicles, handling around 120,000 claims a year, with 15,000 dealers
distributing the product. In addition to this specific
knowledge is the know-how the company has acquired over
almost 20 years working for the motor industry.
For MAPFRE ASISTENCIA, iWARRANTY means facing a
new challenge: becoming the first company in its business
sector to launch a mechanical breakdown warranty for a
new type of client (insurance companies), as until now
this product was marketed mainly through vehicle dealers.
The possible short term result is that MAPFRE ASISTENCIA
will play an increasingly significant role in its relationship
with current and potential client insurance companies, by
acting as a strategic partner who provides them with high
performance through an innovative, highly comprehensive
product at a competitive price. In the medium and long
term, iWARRANTY may bring about a change in the current
approach to vehicle insurance.
iWARRANTY can be marketed by any business unit, thereby extending the multinational’s margin of performance.
In the first phase it will be launched in Latin America and
Europe, making MAPFRE ASISTENCIA the only company in
its sector in Europe offering such a wide range of vehicle
products.
The advantages of iWARRANTY for its clients: insurance companies
• Gain a position as the first company on their market to offer the only mechanical
breakdown warranty product associated with the vehicle policy
• Offer the most comprehensive vehicle insurance policy on the market
• Increase revenues
• Obtain a comprehensive product with a single price, regardless of the vehicle type,
brand, model or age
• Extend their product list and their range of activities
• No new costs incurred: MAPFRE ASISTENCIA assumes the risk and handles the claims
• Offer a high quality service through an extensive professional network
SIAM NEWS
Page 14
2nd edition 2009
MAPFRE ASISTENCIA participates in the WORLD
YOUTH AND STUDENT TRAVEL CONFERENCE
The company was the travel insurance provider for the more than 800 professionals attending the event
news
F
rom 22 to 25 September, MAPFRE ASISTENCIA
participated in the World Youth and Student Travel
Conference (WYSTC), an event held in the British
city of Manchester aimed at specialists in tourism
for young people and students.
MAPFRE
ASISTENCIA
took part in this World
Youth and Student Travel
Conference for the third
consecutive year. In addition to promoting its travel assistance products,
it was also responsible
for providing individual
travel insurance for the
more than 800 professionals attending the event.
These insureds came
from 650 public and private organisations and
companies in the tourist
sector from around one
hundred countries.
The travel insurance designed for the WYSTC by MAPFRE
ASISTENCIA was valid for the four days of the conference
and offered a comprehensive selection of covers to provide
beneficiaries with access to appropriate medical, personal
and legal assistance. The
product was included in
participants’
Welcome
Packs which contained an
exclusive packaging with
an assistance card and a
CD with details of all the
travel insurance covers
and conditions, active
from the moment they
registered as participants
in the WYSTC.
On 30 January the agreement between IASIS and MAPFRE ASISTENCIA was officially signed,
whereby the MAPFRE multinational is the preferred IASIS insurer worldwide. In the photo:
Bárbara Montenegro, Deputy International Commercial Manager of MAPFRE ASISTENCIA
(seated on the left); Natalia Jorquera, International Commercial and Marketing Manager of
MAPFRE ASISTENCIA; David Jones, Director General of WYSET Travel Confederation; James
Clarke, current IASIS Manager; José Manuel Martínez Iglesias, Manager of
MAPFRE ASISTENCIA’S Asia, Middle East and Africa Regional Directorate (standing);
Mike Ward, ex IASIS Manager; Alfredo Muñoz, Deputy General Manager of
MAPFRE ASISTENCIA; Juan Vales, Deputy Legal Manager of MAPFRE ASISTENCIA;
and Pablo Alvert, Manager of MAPFRE ASISTENCIA’s Europe Regional Directorate
MAPFRE
ASISTENCIA
forms part of the WYSTC
through its worldwide
alliance with the International Association for Student Insurance Services
(IASIS), an international
association specialising
in travel insurance for young people and students which
belongs to the World Youth Student and Educational Travel
Confederation (WYSET), the organisation responsible for
organising this event. The confederation operates in 119
countries with over 10 million clients.
AFRIQUE ASSISTANCE
Certificates of Thanks for
MAE and Maghrebia
A
FRIQUE ASISTANCE is boosting the sale of its travel
and roadside assistance services for MAE and travel assistance for Maghrebia, two of the MAPFRE
ASISTENCIA company’s client insurers and also
those which have distributed the greatest number
of these services to their customers, also providing these
companies with increased revenues.
Photo of the lunch with the Maghrebia managers
SIAM NEWS
Page 16
2nd edition 2009
MÉXICO ASISTENCIA
IT WILL COVER AROUND 7 MILLION TOURISTS
The Government of Mexico City contracts a travel
insurance programme with MÉXICO ASISTENCIA
A
round 7 million
tourists who will
visit the capital of
Mexico until the
end of the year will
be able to benefit from the
agreement reached between MÉXICO ASISTENCIA
and the Government of the
Federal District (GFD) whereby MAPFRE ASISTENCIA’s
Mexican company will cover national and foreign visitors to the city with a travel assistance programme. They
only need to register at one of the city’s hotels regardless
of the number of nights they are going to be staying.
One of the main features of the programme designed by
MÉXICO ASISTENCIA is cover for medical assistance for
the A N1/H1 virus, known as Swine Flu. In addition to
this guarantee, the programme covers medical assistance
for accident or illness, ambulance in the event of an accident, hospitalisation for medical emergencies, delivery of
prescription medications, dental emergencies, medical
repatriation, hotel accommodation for convalescence,
unaccompanied minors service and funeral repatriation.
Tourists will also benefit from the following free services: relay of urgent messages, telephone medical advice
(Mediphone 24), legal assistance in the event of theft or
loss of documents and tourist information on events in
Mexico City. All these services are provided through a call
center offering information 24 hours a day in Spanish,
English, French, German and Portuguese.
The agreement, which is the first of its kind in Mexico, has
met with great interest in the country as well as from the
international media
The programme includes
medical assistance for
Swine Flu
Obtains the 9001:2000
certification
MAPFRE ASISTENCIA
W
T
• The business units have a reserve of masks to be used exclusively under
he Spanish Association for Standardisation and
Certification (AENOR) has awarded MAPRE
ASISTENCIA’s Mexican business unit the UNE-EN
ISO 9001:2000 certification for the design and
marketing of its call center services and management of its assistance providers, making it the first
company in its services sector in the country to obtain this
recognition.
This standard awarded by AENOR, the leading certification organisation in Mexico, aims to achieve continuous
improvement of the organisation and increased customer
satisfaction, and gives MÉXICO ASISTENCIA a competitive
advantage and added value in comparison with the other
providers on its market.
The ISO 9001:2000 Standard, which is valid for three years,
joins those already in force in other MAPFRE ASISTENCIA
business units, specifically in its companies in: Bahrain,
Brazil, Colombia, China, Philippines, Spain, Tunisia and
Venezuela.
SIAM NEWS
Page 18
2nd edition 2009
MAPFRE ABRAXAS
New GAP insurance
Motorhome GAP
M
APFRE ABRAXAS has always been committed to
supplying the market with innovative products
to meet expectations. In line with this corporate
strategy, which was recognised with the Motor
Industry Company of the Year 2009 award by the Institute of Transport Management (ITM) (see SIAM NEWS
32), the latest products launched by this British company are:
This includes 12 products providing protection for caravans
and motorhomes. With a total of 118,000 vehicles on the
road, last year around 8,500 new units were sold on the UK
market and since the year 2000 the average increase has
been around 65 percent.
This insurance includes full protection not only for vehicles
listed in the Glasses Guide, but also to protect those eligible for cover but not included.
news
Green GAP
This policy covers the full range of green vehicles on the
market, including hybrid and electric cars, those which use
bio fuel, diesel and green petrol and other Green Car vehicles listed on Eurotax. A specific protection insurance has
also been designed for vehicles not included in this list.
MAPFRE ABRAXAS provides this GAP Insurance with four
different levels of cover for all these vehicles.
Based on the latest figures published by the Association of British Insurers (ABI), which compiles statistics
on the General and Life Insurance classes, MAPFRE
ABRAXAS has concluded that in 2007 it had a 23 percent market share in the sale of GAP insurance policies. This percentage is equivalent to 150,308 policies
out of a total of 649,000 sold that year.
Green passenger vehicles are the fastest growing product
on the British auto market. Over 9,000 units were sold in
2008, and an increase of over 10 percent is forecast for
2009. This is due to increasing environmental awareness
among users and institutions.
MAPFRE ABRAXAS currently offers the following GAP
products:
Holiday Payment GAP
This insurance enables policyholders to defer payment of
the policy for two months and also provides the option of
choosing to defer two monthly payments, either consecutive or not. It is only necessary to give MAPFRE ABRAXAS 14
days notice to activate the deferred payment.
With this new product, MAPFRE ABRAXAS offers its customers flexibility and savings when most needed.
SIAM NEWS
Page 20
2nd edition 2009
Combined GAP
Contract Hire GAP
Finance GAP
Green GAP
Holiday Payment GAP
Motorhome GAP
Motorcycle GAP
Negative Equity GAP
Replacement GAP
Total Loss GAP
NEW STUDENT TRAVEL INSURANCE
IN AFRICA
T
The covers in this region are extended
Among other guarantees, Students Basic and Students Plus
include medical assistance and repatriation of the insured
with a limit of 50,000 dollars anywhere in the world, except
the insured’s country of residence, and the United States,
Canada and Japan in the case of Students Basic; and additional services such as relay of urgent messages. The
policies are valid for 180 and 365 days respectively,
while the usual cover in this type of insurance is
92 consecutive days.
In recent months MAPFRE ASISTENCIA also participated in
two of the African insurance sector’s leading trade fairs: The
African Insurance Organisation (AIO), held in Tanzania from
24 to 27 May, and the Fédération des Sociétés D’Assurances
de Droit Nacional Africaines (FANAF), organised in the Ivory
Coast from 8 to 11 February. The company’s presence at these
events forms part of its plan to penetrate the market and
promote its travel insurance in Africa.
These two products increase the range of
travel insurance marketed by MAPFRE
ASISTENCIA in Africa, where it distributes
its ten product types through 50 insurance
companies in over twenty countries.
Serge Pokamme,
Commercial
Director for
Africa, during
The African
Insurance
Organisation.
Souheil Ben
Halima, Deputy
Director of the
Asia, Middle East
and Africa Regional
Directorate, also
attended this fair
The latest countries to be added are Liberia
and Rwanda, with the marketing agreements
reached with the local insurance companies
Insurance Company of Africa, in Liberia, and
Phoenix Assurances of Rwanda.
SIAM NEWS
Page 21
2nd edition 2009
news
he Asia, Middle East and Africa Regional Directorate
has extended its range of travel insurance for African residents with Students Basic and Students Plus,
two products designed for students which include
solutions adapted to meet the demands of this segment of
the population. In total, the Regional Directorate offers ten
types of insurance and has also extended its covers with
Personal Accidents and Civil Liability, two new guarantees
in the African travel sector.
SEGURVIAJE
irport
A
l
a
n
o
i
t
N
E
a
T
C
S
n
I
I
r
A
e
S
,
t
a
n
t
the I
A
SUR
of Chile
The multinational,
which specialises in
this type of product,
markets a range of
travel insurance
products in which the
main feature is a
capacity to adapt to
the customer profile
and type of trip, with
products tailored to
each request and
comprehensive covers
Segurviaje is MAPFRE ASISTENCIA’s
brand name for its travel insurance
in Spanish speaking countries.
news
B
ringing the product much closer to travellers is the objective of the new Segurviaje customer center which the Chilean
business unit has installed in Arturo Marino Benítez de Santiago Airport, more commonly known as Pudahuel Airport. This
specialist travel insurance area was inaugurated on 14 May by
Sergio Rivera, Director of the Latin America Regional Directorate
and Pablo Fernández Bonilla, General Manager of SUR ASISTENCIA, at an act which was also attended by Julio Domingo Souza,
General Manager of MAPFRE SEGUROS, and authorities representing the firm and the airport, among others.
“We are extremely proud of Segurviaje’s arrival at Pudahuel
Airport, as this confirms that the brand has achieved the
desired market presence, and we are sure that this will prove to
be an extremely useful contact point for our customers”, said
Pablo Fernández Bonilla. The new Segurviaje information and
sales stand is strategically located on the third floor of the
airport and, for travellers’
convenience, offers a
24-hour service through
a team of professionals
committed exclusively to
this project.
Travel agencies’ customers
can also collect their Segurviaje
voucher directly before boarding.
A real contact point designed to offer
more and better services.
Julio Domingo Souza, General
Manager of MAPFRE SEGUROS (left),
Sergio Rivera, Director of the Latin America
Regional Directorate, and Pablo Fernández Bonilla,
General Manager of SUR ASISTENCIA
SIAM NEWS
Page 22
2nd edition 2009
news
UK business unit
Launches E-SOLVE MOTOR
M
APFRE ABRAXAS has created E-Solve Motor, an integral solution which enables its corporate clients
-finance companies, dealer groups and manufacturers-, to sell insurance policies to their users online.
This represents a further step forward in MAPFRE ABRAXAS’s
innovation strategy, offering a revolutionary tool which will
enable clients to maximize their benefits.
E-solve is an adaptation of Phoenix which is integrated in
the client’s website and processes, although the development, customisation and product upload is carried out directly by MAPFRE ASSISTANCE, minimising clients’ internal
costs. All the documentation and administrative work relating to the policy bears the client company’s brand so that,
from the consumer’s viewpoint, their insurance relationship
is always with their own insurance company.
The sales process is quick and simple and E-Solve provides
all the steps for ensuring eligibility, preparing quotes, accepting payments and providing useful documentation. E-solve
can also handle claims in just a few minutes, has a strong
reporting site for sales and cancellations and provides
useful information for managing the business and follow-up
of clients’ needs.
There is also a page for client reports which can be used
to obtain information immediately on sales, claims, cancellations, commissions and performance. This means that it
can be used to gather additional information with which to
create crossed sales opportunities in the future.
The products installed in E-Solve can be the same as those offered by the client or specific products -the tool is
currently adapted for GAP Insurance, Warranty, Roadside
Assistance, Tyre Insurance and Travel Assistance and other
products, including Payment Protection Insurance, will be
added throughout 2009-.
SIAM NEWS
Page 24
2nd edition 2009
Sponsors the Sales Team of the Year Award
in the Motor Trade Industry Awards 2009
T
he Motor Trader Industry Awards recognise excellence and innovation in the British automotive
retail sector and are considered a benchmark indicator by dealers, repair shops, providers and vehicle
manufacturers.
In awarding the prize to the L&L Automotive sales team,
the judges evaluated the dealer’s low staff rotation, thanks
to its committed team and management; its financing and
insurance revenues which amounted to one million pounds,
Curtis Hutchinson, editor of the magazine Motor Trader (left); Sebastián Kaisin,
General Manager of MAPFRE ABRAXAS; Andrew Gallacher, Sales Director of the L&L
group, and Rhod Gilbert, who presented the event.
mainly through the sale of Mercedes-Benz financing packages, in a falling, highly competitive market.
BRASIL ASSISTÊNCIA
New technological tools
for the customer service department
P
romoting the use of new technologies in times of crisis
is helping BRASIL ASSISTÊNCIA to continue its growth in
this country. With over one
hundred corporate clients, the
business unit has purchased the IT
solution Orbium Customer
Relations for its Customer
Service Department.
customer service segment, the application manages the entire process
with the company’s customers from
a single procedure to the historical
records of each customer.
Developed by NetCallCenterOrbium,
the leading Brazilian
company specialising in the creation
of solutions for the
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2nd edition 2009
Alexandre Ayabe, IT Director of
BRASIL ASSISTÊNCIA commented,
“This tool enables us to organise and
locate possible points for improvement in our operations with customers”. This will provide the Brazilian company’s service with greater
quality and enhance efficiency
and productivity. Mr. Ayabe
also explained that the
application of new IT
innovations provides
BRASIL ASSISTÊNCIA with “a competitive difference on
our market”.
news
In this year’s edition, held on 8 July, MAPFRE ABRAXAS
sponsored the Sales Team of the Year Award, which recognises the crucial role played by dealership based sales teams,
evaluating aspects such as sales improvements, innovations
and teamwork. The winner was L&L Automotive (MercedesBenz Hertfordshire), a MAPFRE ABRAXAS client with GAP
Insurance for 15 years and one of its 50 longest-standing
partners.
FUNDACIÓN MAPFRE
donation to a
Uruguayan association
Through URUGUAY ASISTENCIA, FUNDACIÓN MAPFRE
collaborated for the second consecutive year with
the Fundación Acondroplasia Uruguay, which aims to
improve the lives of people with achondroplasia,
working on prevention and health improvements
and also informing on this disorder, fighting against
marginalisation and raising awareness on this problem
among the authorities and general public.
MAPFRE ASISTENCIA’s London office is
changing its address from November.
The new contact details are:
MAPFRE ASSISTANCE
5th Floor
Alpha House
24a Lime Street
London
EC3M 7HS
There is no change to its telephone and fax numbers
news
The donation, made on
28 April, will help the
Fundación Acondroplasia Uruguay, an
association with
which URUGUAY
ASISTENCIA’s General Manager has
close links, to improve its work to help
people living with this
condition.
MAPFRE ASSISTANCE
New address
MAPFRE ABRAXAS advertisement promoting its Payment Protection Insurance
Tunisia business unit
Promotes the assistance service
A
marketing
FRIQUE ASSISTANCE has carried out a promotion campaign for its
assistance services (home and travel)
on 9 buses for two and a half months.
In addition to promoting these services, the company also raised awareness on the brand under the slogan “18 years,
always a leader”.
Egypt business unit
Renews its assistance supports
N
ILE ASSIST has transformed the image representing its roadside and travel
assistance services. It has also added new merchandising elements for both
its clients and for the day-to-day use of its employees.
Travel assistance cards designed by NILE
ASSIST which are already being used by its
client insurance companies
The new roadside assistance brochure and
assistance card
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2nd edition 2009
The new image for the home assistance service of AFRIQUE ASSISTANCE,
which has renewed all its commercial supports
New image advertising MAPFRE ASISTENCIA’s Motor Solutions business (see page 8)
New image advertising MAPFRE ASISTENCIA’s Home Protection activity (see page 8)
MAPFRE WARRANTY in
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2nd edition 2009
the European dealers
Hungary
warranty
Belgium
Greece
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2nd edition 2009
IV MAPFRE ASISTENCIA
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2nd edition 2009
prize
1
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prize
The winning works were selected
mainly for their originality in interpreting the
subject matter, which had to be related to one of
the company’s business lines: Assistance and Specialty
Risks, as well as the artistic quality and beauty of the image.
The first prize - which receives 1,500 dollars- symbolises the Assistance business and its capacity to be provided even at the ends of the earth.
“Futura Unlimited2” -with 1,000 dollars- represents the Futura business, and “Subset
Mirror” -with 750 dollars- the company’s motor business.
The competition, which met with an excellent response with 150 photos entered from
the four regional directorates, seeks to extend employees’ knowledge of the multinational and discover the viewpoints of its more than 3,500 professionals regarding its
activities.
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2nd edition 2009
siam people
Photographic Competition
siam people
Ana Hutchings together with the Mexican team Cruz Azul and their trainers
IRELAND ASSIST is responsible
for the translation service for the
winning team in the Umbro Cup
T
he Irish business unit was the company chosen by
the organisers of the Umbro Cup, a world football
competition for children between the ages of 7 and
12, to provide a Spanish speaking coordinator and
translator for the Mexican team, Cruz Azul, which won the
tournament, the finals of which were held from 10 to 15
August in the city of Galway.
Ana Hutchings, a graduate of the Spanish University of
Granada, was the person selected to offer the translation
and coordination services for Cruz Azul during their week in
Galway. The Cruz Azul team impressed and won the hearts
of all the locals with their friendliness and football skills.
Ireland was the final destination in the European tour of
this Mexican team which was unbeaten in its matches
against Spain, Denmark, United Kingdom and Ireland, and
also had to face the representatives of Norway and the
United States.
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2nd edition 2009