A booklet of True Stories (customer experiences) which accompanies the 2008 Mondial Assistance Annual Report.

1. True
Stories

2. Key figures
2008 in gures
Turnover (in million euros)
2008 1,597
Turnover per zone
2007 1,508
19% Americas
2006 1,344
9.5% Asia Paci c
71.5% EMEA
Net pro t (in million euros)
2008 62.6
2007 57.1 Turnover per LOB
2006 55.9 48% Travel
5% Property & others
Combined ratio (in points) 39% Auto
2008 94.9 8% Health & Lifecare
2007 95.1
Staff per zone
2006 95.2
25% Americas
Total staff (number of people) 14% Asia Paci c
61% EMEA
2008 9,817
2007 9,356
2006 8,550
Mondial Assistance True Stories 2008

3. The Mondial Assistance
family grows!
• 1st year completed in Hungary
• Ready to expand in Romania
• New subsidiary opens in Russia
Unique brand name
• We implemented a Chinese
tag-line reflecting our mission
and brand promise.
2008 rewards for innovation
and dedication!
• The Netherlands, the United States
• China: Best China Call Center and Canada adopted the new brand
• USA: Global Call Center of the Year name. They now operate under a
• France: Purchasing Decision Award unique brand and speak to you with
• Japan: 3-star Call Center a single voice all around the world.
• Belgium: Best Assistance Product • We launched our new brand
• Germany: Best in class for Travel Insurance positioning successfully across
the Group.
2008 milestones
Mondial Assistance True Stories 2008

4. ROADSIDE ASSISTANCE
Lost and found in translation
t’s hard to communicate when you don’t speak the same language. So what
I do you do when your car breaks down, and you can’t explain where you are
or what’s wrong? One of our German customers was in Naples when his
car stopped in the middle of a busy street. He immediately called the number
of our Roadside Assistance platform on a card provided by the automobile
manufacturer. One of our Assistance Coordinators answered the phone, but
because our German customer only spoke a little Italian, everything was lost in
translation! Our Assistance Coordinator patiently informed him that she would
call him right back with a German interpreter. Within ten minutes our stranded
customer was stranded no more, speaking in his native tongue. Our German-
speaking Coordinator quickly determined where the vehicle was and that it
needed to be towed. The car was taken to the local dealer’s for repair while a taxi
transferred our customer to his hotel. We even break down language barriers to
help customers when their cars break down!
We even break down language
barriers to help customers
when their cars break down!
Mondial Assistance True Stories 2008

5. TRAVEL INSURANCE
Strikes in Thailand
witzerland may be a small country, but at our business unit we have a
S big reach, especially when it comes to helping our Swiss customers out
of a crisis. Many of our customers were stranded during the strikes in
Bangkok, with little visible way out. But we knew otherwise. Where there’s a will,
there’s a way. We chartered two long-haul passenger planes to fly them back
to Switzerland from a Thai military airport. The logistics involved were no small
matter. The tourists had to be brought by special buses to the airport from more
than 10 locations; we chartered the planes at very short notice, which involved
obtaining over-flight rights and planning refueling stops. Once they arrived in
Europe, we then transferred them to their homes in Switzerland. Our repatriation
efforts received a lot of media attention, and rescued travelers and our industry
partners warmly expressed their thanks and gratitude. But for us, it was all part
of our job. Our duty above all is to bring our customers safely home if they’re in
trouble abroad.
Our duty above all is to bring
our customers safely home
if they’re in trouble abroad.
Mondial Assistance True Stories 2008

6. PROPERTY ASSISTANCE
We never leave our customers in the dark
eing stuck in the dark is no fun. One of our Spanish customers recently
B found himself in this uncomfortable situation, and luckily he had
subscribed to our Property Assistance services via his insurance company.
Very late one night, our Assistance Platform received his call for help. All his
power had gone out, and he and his family were quite distraught. Our Assistance
Coordinator asked him a few questions and then immediately arranged for an
expert electrician to go to his home. We stayed in close contact with him until
the electrician arrived. Fortunately, within two hours, the electrician had restored
the power and our customer could rest easy. That’s what we’re here for –
to intervene 24/7 and put right what has gone wrong so that you and your
loved ones can rest easy.
That’s what we’re here for – to
intervene 24/7 and put right what
has gone wrong so that you and
your loved ones can rest easy.
Mondial Assistance True Stories 2008

7. EVENT CANCELLATION
Stormy weather in Florida
live in central Florida where there are always threats of tornados and other
I dangerous weather conditions. Recently a tropical storm passed through
and the event that I was going to was cancelled; I found out the day before
via email. Luckily I had taken out an events cancellation policy with Mondial
Assistance. I first called the ticketing company who said a refund was being issued
to my credit card, but the amount only covered the price of the tickets. They
instructed me to contact you at Mondial Assistance to request a refund for the
policy. Because I had been notified of the cancellation and also notified Mondial
Assistance prior to the event taking place, I was able to request a refund for the
insurance cost. I just want you to know that I really love your services. I go to a lot
of events and rarely have problems, but it’s nice to know that a service now exists
out there to protect my purchases. I’m telling all my friends, family and colleagues
about you guys!!!
I’m telling all my friends, family
and colleagues about you guys!!!
Mondial Assistance True Stories 2008

8. TRAVEL INSURANCE
Dramatic mountaineering expedition in Chile
n November 5th we received a call from a customer whose husband
O was reported missing during a mountaineering expedition to the Ojos
Del Salado Mountains in Chile. We immediately began to organize a
search and rescue mission. A special squad of local police and a private Chilean
company conducted the search. Through our local correspondent in Chile and
the Polish embassy there, we kept in constant touch with the search crews.
After five days, our correspondent informed us that the insurance sum allotted
to the search and rescue operation was almost depleted. He asked us to provide
additional funds to continue. We made the decision to provide the additional
funds and extended the search for another three days. We agreed to include
a helicopter service and guaranteed to cover the resulting additional costs.
Unfortunately, even with the help of a helicopter, the search failed to find our
customer’s husband and his fate remains unknown. Due to these circumstances
we were forced to make the hard decision to end the search and rescue
operation. Later the same month, we received the following letter.
Mondial Assistance True Stories 2008

9. Dear Mondial Assistance Poland,
I ’d like to give you my most sincere thanks
for your help and involvement during the search
for my husband. I ’d also like to ask you to relay
my gratitude to every person that took part
in the search operation in Chile. This difficult time is
easier to withstand, thanks to people like your
employees –people who are willing to sacrifice their time
and energy and good will, in order to clarify the situation
and locate my husband even though they didn’t even
know him. Despite the tragedy our whole family is going
through we still reflect on the fact that we live in a world
full of goodness, understanding and solidarity.
With sincere greetings,
Warsaw, Poland
Several weeks later,
we received another
call… this time to say:
“Thank you!”
Mondial Assistance True Stories 2008

10. INTERNATIONAL MEDICAL ASSISTANCE
Zambia emergency
ife is full of the unexpected. For an 80-year old customer, this adage was
L no exception. He was vacationing in Zambia by the remote Zambezi River.
One afternoon, he fell against a tree, impaling himself on a branch, which
cut through his mouth. Unfortunately, we could not evacuate him until the next
morning because the Air Ambulance could not land near the river at night. The
hotel staff tried to stop his bleeding, without much success. So, step-by-step,
our platform doctor talked them through what to do. But there was another
unexpected twist involved. South Africa was in the middle of a hemorrhagic
fever epidemic - so we arranged for our customer to be flown instead at dawn
to Lusaka, Zambia’s capital. After several hours the local medical team there
stopped his bleeding and stitched his wounds. This was just part of the good
news. The other part was that our customer was so well mended that he
continued on his holiday! Because of our swift response and professionalism,
we saved our customer from a real life-threatening situation. And we would
do the same for you!
We saved our customer from a
real life-threatening situation.
Mondial Assistance True Stories 2008

11. LIFECARE – HEALTHCARE
Troublesome teens!
e’ve all been through our teenage years, some of us more smoothly
W than others. One of our beneficiaries, who needed to go into the
hospital, called our Lifecare assistance platform requesting childcare.
We contacted one of our childcare service providers for 11-15 year olds and
learned that the child in question was a rather rebellious 15 year old with a history
of running away. The mother reassured us that her daughter had not tried to run
away recently. But we weren’t going to leave anything up to chance! We took
every possible measure to make sure our customer’s daughter was in safe hands
at all times. The local police, who had already accompanied her to her house on
occasion, and the social worker, were both informed about the mother’s absence.
Although these duties are not included in the regular childcare assistance services
we provide, we wanted to help our customer by caring for her rebellious daughter
in the best way we knew how. This means that we stay one step ahead so that
your worries are always behind you.
This means that we stay one step
ahead so that your worries
are always behind you.
Mondial Assistance True Stories 2008

12. TRAVEL INSURANCE
Heart trouble in Las Vegas
surprised my husband for Father’s Day by announcing that we were going
I to Las Vegas for three days! It was his first surprise trip in our 35 years of
marriage! But that morning on July 6th, the day we left, my husband began
to show signs of heart trouble! We spent the entire day with an ambulance
nearby and made trips to the local Emergency Room, followed by tests and
observations. I didn’t know what to do! Our great travel agent got us home and
told us to contact Mondial Assistance. Which we did. Our Assistance Coordinator
was wonderful! She patiently answered all our questions, double checked forms,
reassured us, and returned our calls promptly. Mondial Assistance has also been
very prompt paying our claims. Thank you for your honesty, integrity,
and efficiency!
Thank you for your honesty,
integrity, and efficiency!
Mondial Assistance True Stories 2008

13. WATERSIDE ASSISTANCE
Boatie benefits from emergency assistance on the water
ut here in Australia we not only help you with Roadside and Medical
O Assistance, we also provide Waterside Assistance. Here’s how we helped
one customer, who ended up high and dry on a sand bank. Our customer
was out on his boat with friends, when it struck a sand bank at 18 knots, literally
knocking a few of his friends out of their seats. Thankfully no one was hurt, but
the boat was damaged. Our customer quickly called the Coast Guard and Riviera
Assist, his boat manufacturer’s emergency waterside assistance provider for
Mondial Assistance. Our Assistance coordinator answered the call immediately,
and after a few questions, determined the extent of the damage. He got in contact
with the boat dealership and the manager of the boat manufacturer’s factory, and
along with the Coast Guard, already present at the scene, organized for the boat
to be immediately towed and then lifted from the water to prevent further damage.
While the boat was being repaired, a limousine took our customer and his friends
back to their vehicles, bringing a turbulent afternoon to a comfortable end.
While the boat was being
repaired, a limousine took our
customer and his friends back
to their vehicles
Mondial Assistance True Stories 2008

14. ROADSIDE ASSISTANCE
DJ in trouble
ar breakdowns and other mishaps can happen to just about anybody –
C you, me, the local mayor, and even famous celebrities – movies stars,
musicians and the likes! In early October, an internationally famous DJ
called us for roadside assistance because his car had broken down. It needed
towing and our customer wanted us to find him a comparable replacement
vehicle. This could have been the easy part, but as it was, this particular DJ drove
a luxurious and exclusive car! We worked closely with his car dealer and were
able to find just what he had in mind – quickly and painlessly for him!
So as you’ve heard us say before, We’re here to help, in more ways than one!
We’re here to help,
in more ways than one!
Mondial Assistance True Stories 2008

15. I want to express my appreciation for the way Mondial Assistance
handled my medical assistance case - with excellent communication,
concern, prompt action and professionalism. I have thought a lot about
how you can provide such excellent service with a personal touch in such a
competitive working environment? I never got an answering machine.
I was never transferred 5 or 6 times.
How can a company handing calls worldwide maintain such quality
principles of service with courtesy and focus? No one grumbled, or put me
on hold, then cut me off ; everyone was well informed. If they didn't
know something, they'd tell me they'd call me right back and actually
did! Getting injured in a foreign country is disconcerting; but you walked
me through everything from the moment I left the emergency room until
you got me home. You were available 24/7 and no matter whom
I spoke to you were familiar with my case, helpful and courteous. When
people ask me about my trip I always mention Mondial Assistance and
highly recommend they do not leave home without you!
… and highly recommand
they do not leave home
without you!
Mondial Assistance True Stories 2008

16. 37, rue Taibout
75009 Paris, France
Tél. : +33 1 53 25 53 25
Fax : +33 1 53 25 54 04
Mondial Assistance SAS
www.mondial-assistance.com
© Mondial Assistance - May 2009 - Production: Group Communications - Concept & design : SEQUOÏA FRANKLIN - Texts: Dixit - Photos: Jupiter Images, Getty, Van Beek image, Mondial Assistance, Jean Lionel Dias.
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