1. Helping people
more than ever
in 2010
Annual Report

2. Content
1 Group history and values
2 Brand transition
4 Edito
8 Lines of business
10 Travel
12 Auto
14 Health, life & property
16 International presence
18 Asia-Pacific
20 The Americas
21 Europe, Middle East and Africa
26 Financial results
28 Review of Operations for the year 2010

3. Group history
In the1950s travelling became an increasingly popular pastime. Seizing this wave of opportunity, a team of forward
thinking Swiss business pioneers created ELVIA Travel Insurance. Unknown to them at the time, this was a symbolic
date for the small company. It marked the beginning of what would become our group today, and the begin-
ning of our story about helping people, which is at the heart of everything we do. Our help to others reached
new heights 24 years later in 1974 when SACNAS-Mondial Assistance was created in France. It occurred at the same
time that the assistance business (which covered travel insurance, roadside, medical and repatriation assistance)
was beginning to thrive. In 1979 AGF (Allianz France since 2009) became a shareholder of Mondial Assistance.
In the 1980s and 90s, Elvia and Mondial Assistance remained separate entities. During this 20-year period, we
accompanied our corporate clients through their own changes. Their geographical expansion paralleled our
own. Our growth started in Europe and then gradually expanded throughout the rest of the world. In 1995, Elvia
joined Allianz Group.
Elvia Travel Insurance and SACNAS-Mondial Assistance successfully merged in 2000, creating the group as we know
it today. The union of these two leaders in their respective fields represented a total of 80 years of experience and
know-how. Quite naturally, as one united entity, they became the leading world player in assistance, travel insurance
and customer services.
April 2000 saw another key player join the group − World Access. The acquisition of the US leader in travel insurance
was followed one year later by another acquisition, that of Worldcare in Australia. These two exceptional additions
further reinforced our portfolio of top performing companies. In April 2003, we continued our geographic expansion
and opened our Chinese business unit in Beijing.
In 2006 the group took a long−awaited strategic step forward and launched a new brand identity and five core
values worldwide. This launch was a concrete demonstration of our dedication to you and your well-being, and a
reflection of our rich, multi-cultural diversity.
On January 1st 2007 we began what would become, quite simply, a landmark year for the group. Our four French
companies − Mondial Assistance, France Secours, Elvia and SSC − merged to form Mondial Assistance France, a unique
entity and brand. This move reaffirmed and reinforced our position in France. In continuous pursuit of our goal to
grow internationally, we opened offices in Mexico and India. We also acquired Medvantis, a medical call-centre in
Switzerland. Finally, we implanted ourselves on Russian soil and opened offices in Moscow. We launched operations
there on March 1st, 2008.
Throughout 2008 and 2009, we operated under our single brand name and spoke in a new, united tone of voice
across all 5 continents and in the different countries where we are present.
2010 has been another remarkable year for our group in that it brought about another historical and indeed revolu-
tionary change. We began our brand transition from Mondial Assistance to Allianz Global Assistance. The transition
began in China, and will continue until full completion across all business units sometime in 2012. Our group’s legal
name became Allianz Global Assistance SAS on January 1st, 2011.
Our name may be different but we remain committed to helping people and to our five core values.

4. Caring
A passion for people
20% ACIF (Italy) NL Branch We are people who care about
Groupe Allianz France 50% people. The first thing on our minds
30% Allianz Europe BV (NL) every day is your well-being. And to
make sure we are getting it right,
we listen to you first to understand
what you need. This open dialogue
is second nature to us. Why?
Simply because we really do care.
An integral part of our job is acting
on our passion for people. At the
end of the day, it’s about helping
you, making you feel special, and
reinforcing our relationship with you.
Our passion makes the
Allianz Global Assistance difference.
Supervisory Board Executive Committee
as of January 1, 2011 as of January 1, 2011
Chairman: Chairman:
− Christof MASCHER − Rémi GRENIER
Vice-President and member: Members:
− Detlev BREMKAMP − Ida LUKA-LOGNONÉ
Members: − Laurence MAURICE
− Bernd HEINEMANN − Jonathan ANSELL
− Jacques RICHIER − Ulrich DELIUS
− Klaus-Peter ROEHLER − Didier LEBRET
− Roland RYKART
Trust
To earn it everyday
Trust has to be earned. We know
that. Whether it’s towards a relative,
a friend or a customer, we can win
your trust only one way – by showing
you that we are dedicated, honest
and reliable every single day. Our Professional
goal is to make sure that each one of
your lives is safer, simpler and more Expertise at your
secure. To do this, earning your trust
comes first. Trust truly is at the heart service
of what we do.
We do not keep our wealth of skills
Trust is the foundation of all and expertise for ourselves but make
our relationships. them available to you, when, where
and how you need them. Whether
you or your customers need the full
story, or just the answer, our years
of professionalism are the foundation
of all our business relationships.
We have built a reputation of
excellence, and are proud that you
are a part of it.
Our guarantee of excellence
at your service

5. Proactive
Going beyond
expectations
We’re never satisfied to just wait
for your call. Each of you and your
customers is different. For us, part
of helping you is anticipating what
you need before you call; and
offering solutions that exceed your
expectations after you call. Solutions
that surprise, innovate, and reassure
above and beyond the call of duty.
When we put our proactivity to work,
what we’re really doing is working
to improve the way we serve you,
continuously.
Creating solutions that
innovate and surprise, day in,
day out.
Connected
A global
community
We are as diverse and widespread
as you are. In fact, our strength lies
in our diversity – the essence of our
global community. Have you ever
wondered why you can reach us and
rely on us anytime, anywhere? It’s
simple. Because we are everywhere
at all times. Our vast human and
technological connections and
resources make this possible. You
can point to a location on the globe
and chances are, we’ve helped
someone there.
Our global reach combines with
our local human touch.
1
Allianz Global Assistance / Annual Report 2010 –

6. EDITORIAL
Brand transition
Embarking on a new blue journey − the story
of our brand in transition
One of the most significant, historic and and put in place a finely tuned business Allianz − a brand with means,
challenging events of 2010, and critical to our strategy. One of its essential components size and notoriety
2015 Ambition, was the launch of our brand relates directly to the nature of our brand. In 2010 Allianz ranked the 67th most powerful
migration. We began to shed our red coat of brand in the world, proof of its forceful global
more than 60 years for a blue one, and take on Meeting tomorrow’s markets reputation among consumers and businesses
a powerful new name, Allianz Global Assistance. with a global consumer brand alike. Created in 1889, it is a brand anchored
Two pilot countries, China and Germany, have Within our 2015 Ambition is the strategic in history. With 75 million customers,
both successfully launched the new name in objective to become an increasingly 153,000 employees, and an active involvement
their respective markets, and are paving the consumer-centric, consumer-driven business. in public projects around the world, it is a brand
way for our group’s countries to rebrand over We pride ourselves on always putting our of tremendous size and scope, with impressive
the next 2 years. customers and their needs first. In the years notoriety. By adopting the Allianz Global
ahead, this priority will become even more Assistance name, we are leveraging one of the
2015 on the horizon essential as end consumers will increasingly world’s best−known brands to promote and
The story actually begins in the future with dictate the success of our markets. These strengthen our own future. The Allianz brand
our 2015 Ambition. By 2015 Allianz Global consumers live in a world where brands are is our fast track to ensure the global consumer
Assistance aims to be a key player in high- meaningful, carry tremendous consumer awareness that we need to help us achieve our
growth markets and a key business partner expectation and are tantamount to Trust. 2015 goals.
with Allianz operating entities. We aim to grow With our ambitions and consumer-centric
into a 3 billion euros profitable business and approach, we need a true global consumer
implement a truly global business model. brand to help us meet the challenges that
To achieve these ambitions we have developed lie ahead.
2 – Allianz Global Assistance / Annual Report 2010

7. A logical, natural step aim to be completed by March 2011. the heart of what we stand for, are as strong
As we all know, our company is no stranger Germany’s rebranding efforts began in as ever, and we remain steadfastly loyal to our
to Allianz. We have been a successful and November 2010 and targeted a March 9th, 2011 values, which drive each and every one of us
profitable member of the Allianz Group for launch. Additional business unit transitions in every day. It is only through our fervent belief
the past 10 years, and this brand migration 2011 includes India, Thailand, Australia and in ourselves as Allianz Global Assistance that
is a logical, natural step in our long, fruitful Singapore. By end 2012, all remaining country will allow us to fully seize this opportunity and
history. Allianz, for its part, will be able to take business units will have migrated to Allianz embrace the possibilities that it offers to our
advantage of our emotional influence with Global Assistance, with five transitioning over group, our businesses and our future.
customers and our global network of assistance a longer period. Rebranding deployment also
service providers. Each group will draw includes the construction of new B2B and
strength from the other. B2C websites.
The road ahead We stand by our mission and values
The journey ahead is impressive and will Although we are changing names and colours,
successfully take us from our red roots to our we continue to live by and for our mission,
blue future. As mentioned, China’s external which is to help people, wherever they are,
launch begun on December 17th with the anytime, anywhere. The core of who we are, How can we help?
Allianz Global Assistance / Annual Report 2010 – 3

8. EDITORIAL
Edito
On the heels of one of the global economy’s most difficult
years to date, 2010 presented its own set of challenges
Indeed, it was another tough year. progressed, particularly in the US, but also in of Solvency II regulations across Europe, and
The shockwaves from the 2009 crisis Canada, Germany and Australia. Thanks to our promoting growth in new markets. All of these
continued to ripple across the globe; tenacious, innovative spirit, and our consistent priorities are part of the equation to make sure
the automotive industry struggled to rebuild sharing of knowledge and best practices, we that we meet our goals for a sustainable and
itself, and a series of natural catastrophes proudly remain the uncontested leader in profitable future.
- the volcanic ash cloud over Iceland and travel insurance and assistance across the
unseasonably bad weather at the end global marketplace. Congratulations to all Adapting skilfully to change
of the year - heavily impacted the travel members of Allianz Global Assistance for your Change is experienced across more markets,
industry. tireless efforts and contributions, which helped activities and societies than ever before, and
to produce our excellent results. indeed is accelerated by the widespread
Unwavering focus leads to growth development and use of new technologies,
Nevertheless, we remained focused on our Our many achievements which themselves are constantly changing.
ambitious objectives and did not let the year’s On top of the figures, we realised many We are able to ensure a powerful, competitive
trials and tribulations deter us from achieving significant achievements in 2010. The group edge because of our ability to adapt quickly to
our goals. The group generated 1.9 billion launched numerous new solutions and these changes, to appropriate and integrate
Euros in revenues, representing a double-digit services, (Smartphone applications, new new technologies into our business, and to
increase of +13% over 2009; operating profit Consumer Speciality Insurance products like simultaneously think ahead and on our feet.
was up 3.6% and we reduced our combined ratio extended warranties for brown and white The combination of these qualities helps to
by 0.1%. Despite numerous industry setbacks goods, etc.), and continued to develop and keep us out in front and up on top. For this
and increased competition, each of our 3 lines promote its People Strategy, designed to reason, change management and continuous
of business posted double-digit growth, with grow talent, win hearts and minds and foster improvement are part of our corporate and
star performer Health/Lifecare up +18%. high performance. One of the year’s most operational fibre. They enable us to remain
noteworthy achievements was the successful flexible when the unpredictable happens, and
Growth drivers anchored in all launch and completion in some countries of to create greater proximity with our customers.
regions and sectors our brand migration. Many more business We embrace change as a new growth
The Asia Pacific posted a +43.2% performance units will transition from Mondial Assistance opportunity and a new opportunity to innovate,
with exemplary results in both China and India. to Allianz Global Assistance in 2011. thereby continually improving our portfolio of
The US and Brazil were also big contributors competitive solutions.
with respective growth figures of +24.7% and Ambition 2015 - building
+19.3%, and France, one of our most mature a sustainable future
markets, remains the bedrock of our European Our 2010 achievements are integral to
business reporting +9% growth over 2009. the various strategic initiatives we have
Revenues grew with financial service implemented to allow us to realise our 2015
companies in Europe, South America and Ambition - to generate 3 billion Euros in
Asia Pacific, and sales of healthcare solutions profitable revenues. Having launched most
accelerated in Australia, Germany and the of these initiatives in 2010, we are poised to
Netherlands. New automotive contracts push them even further in 2011. In the months
fortified our portfolios in China and Australia, ahead we will be focusing on IT convergence,
and offline and online travel products improved globalisation, the implementation
4 – Allianz Global Assistance / Annual Report 2010

9. Strong strategic leadership
- offering more help to more
customers
With a newly reinforced Executive Committee
that reflects the group’s rich diversity in culture,
experience and business expertise, now
Rémi GRENIER Jonathan ANSELL Ulrich DELIUS
Allianz Global Assistance has an even greater
capacity to navigate change, understand
market dynamics, anticipate future needs and
provide customers with more help in more
markets than ever before. In doing so, we
will ensure our own future because we will
contribute to the growth and success of our
customers, partners, people and performance.
This is what it means to live our values - to be
proactive, professional, connected and caring,
and ultimately to be trusted and resilient when
facing the inevitability of our changing world.
Didier LEBRET Ida LUKA-LOGNONÉ
Executive Committee
as of January 1, 2011
Chairman:
Christof Mascher − Rémi GRENIER
Chairman of Allianz Global Assistance SAS Members:
Supervisory Board COO of Allianz Group − Ida LUKA-LOGNONÉ
Member of the Board of Management − Laurence MAURICE
of Allianz SE − Jonathan ANSELL
− Ulrich DELIUS
− Didier LEBRET
− Roland RYKART
Laurence MAURICE Roland RYKART
Rémi Grenier
President of
Allianz Global Assistance SAS
5
Allianz Global Assistance / Annual Report 2010 –

10. 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
6 – Allianz Global Assistance / Annual Report 2010

11. 2010 Milestones
Awards Ratings
Belgium Allianz Global Assistance gets top ratings
Super Hero wins prize at BT Expo AM Best Europe Rating Services Ltd, issued
A member from the marketing team did a an A “Excellent” credit rating.
Super Hero job handing out flyers at the 7th We also won a high rating (AA-) from
annual Brussels Travel Expo inviting participants Standard & Poor’s.
for a game. For his efforts, he won an indoor
skydiving tour! The Belgian travel industry
website, Pagtour, awarded our business unit Innovation
the prize for the most attractive booth.
Canada
Our Canadian entity has distinguished itself
as an employer of choice after being selected Australia The Netherlands
as a Top 15 Employer in the Waterloo area Nissan Australia signs on HelpMe
by Mediacorp Canada Inc. The MyNissan iPhone app is an Our Dutch business unit
innovative, reassuring addition launched HelpMe, a
The Netherlands for the Nissan owners, and Smartphone app that allows
Feather Award allows customers to trigger an customers to request roadside
A national travel magazine awarded its annual assistance call with the touch assistance in real-time or when
innovation Feather Award for our Dutch entity of a button. It also provides they need medical assistance
diverse range of assistance services. an electronic logbook, vehicle abroad.
Golden Shields tips, parking meter and service reminders and
For the second time it won 2 Golden Shields a handy trip planner that indicates locations
insurance awards, which recognise uniqueness of gas stations, public parking areas and the
and outstanding service. nearest Nissan dealer!
Poland France United-Kingdom
HR Director makes the news Ensures more online Introduces iPhone app
Our Polish Human Resources Director won and mobile assistance for MINI drivers
the nation’s “Top HR Manager” Award. Our French entity Introduction of MINI Assistance,
Customer Friendly Company Certificate introduced applications for an iPhone app for MINI owners
It also won the Customer Friendly Company Smartphones and iPhones that they can launch from
Certificate, a nationwide program conducted so now travellers can take their iPhone. Equipped with
by the Management Observatory Foundation, out insurance right before GPS technology, the functions
which recognises best practices to ensure top take-off! include requesting assistance,
quality services. locating dealers and getting directions.
7
Allianz Global Assistance / Annual Report 2010 –

12. Lines of
business
1
intervention
every
2 seconds
250
million
beneficiairies
24/7
365 days
per year
8 – Allianz Global Assistance / Annual Report 2010

14. LINES OF BUSINESS
Travel
2010 − Travel industry rides the waves
of the world’s ups and downs
Of all the activities impacted by the growth
in e-commerce over the past 10 years, travel
has clearly benefited the most. Online tourism
represented 27% in 2008, 30% in 2009 and
33% in 2010 of total sales. It should continue
to grow in the next 5 years across all world
regions. In the most advanced markets, the
online market is now mature (USA, Northern
Europe countries, the UK…). Allianz Global
Assistance recognised very early on the huge
potential in the online business trend, and
the importance of riding the e-commerce
wave. In 2010, our online activity represented
2010 brought about an improved, if still Setbacks in 2010 more than 55% of our overall travel insurance
fragile, global economic situation that A combination of uncontrollable events and business!
reverberated through many sectors, economic burdens set back the travel industry
including travel, while other surprises in 2010. In Q2, a volcano in Iceland erupted, Travel partners push for global solutions
in the year caused industry setbacks. sending clouds of volcanic ash across Europe. In 2010 we saw several of our biggest travel
The ash disrupted air travel for weeks with partners transition from the ambition to be
Growth prevails repercussions felt as far away as India and global, to the reality of actually having a true
2010 was another challenging year for China. Then winter hit early and peaked with global footprint. Relationships that were
the travel industry. However, growth some of its worst snow and ice storms two once primarily regional and confined to one
prevailed. According to the World Tourism weeks before the December holidays. The continent expanded to worldwide dimensions.
Organisation, 935 million people travelled in storms caused major disruptions at airports Allianz Global Assistance continues to meet
2010, representing a 7% increase over 2009. throughout Europe and North America. Soaring this challenge by reinforcing its sales structure,
The number of realised air passengers in 2010 fuel prices and the sovereign debt crisis also along with its global technology capabilities,
rose by +6.3%. took a toll. Once again it’s very clear that the while simultaneously maintaining its local
travel industry is greatly impacted by the roots, skills, knowledge and involvement.
instability of the global environment.
Every year the sector must cope with external Our strategy is intact
factors, whether they are natural, economical, Our travel insurance strategy is part of the
46%
of Allianz Global
political, or health related.
Online leadership helps Allianz Global
overall group strategy, and is based on 4 main
areas of expertise:
Assistance Assistance prosper 1 - Customised products and solutions
Allianz Global Assistance’s continued growth Helping our client partners is what we do
+10.9% turnover
in the travel insurance sector is primarily the best! Whether they’re a travel agent, broker,
in turnover result of our leadership position in online travel tour operator or online travel specialist, our
insurance sales, due to the many partnerships goal is to provide them with innovative,
we have established with this sector’s leaders. customised and always surprising solutions
10 – Allianz Global Assistance / Annual Report 2010

15. so that customers will come back time and Our medical team helps you in more ways co-ordinate local business requirements in
time again. These solutions include insurance than one. Our internationally experienced line with our partners’ international strategies,
and protection against lost or stolen luggage, and certified doctors have evaluated hospitals and sell and implement travel insurance and
repatriation due to illness, medical and hospital and clinics in countries where medical assistance in several countries. This is possible
expense coverage when abroad, reimbursed coverage is questionable or inconsistent. because of the close, transparent collaboration
fares when your customers must cancel a trip Their goal is to optimise the healthcare you that exists between this team and our different
due to unforeseen events, and vehicle repair may need with a database built from first-hand, business units for exchanging information and
in case of a breakdown. And did you know that professional visits. This database provides our best practices.
you can rely on us for these solutions around 500 doctors and medical staff with critical
the clock, around the world? Whoever you are, information about the establishments where
wherever you’re from and wherever you’re patients are likely to be hospitalised while
going, our help is at your fingertips. So, relax abroad. This information includes care quality, Technology. More technology.
and put your trust in us: you can travel worry- hygiene, equipment, the illnesses treated there And even more technology
free and receive exactly the travel services and more. Each facility receives an annual In 2010, we continued our active
you expect: evaluation visit, and our evaluation team deployment of TI 2.0 (Travel Insurance
− solutions for business travellers regularly adds new structures to the database. 2.0) and began to adapt it to other types
− assistance solutions for holidays abroad In 2010, 1,528 hospitals in 541 cities in 132 of products, such as online ticket event
− leisure and sports solutions for specific countries were cited. protection. TI 2.0 was a revolutionary
activities such as ski, golf We also assess the quality of medical facilities solution based on a real-time exchange
− holiday accommodation solutions located in airports as an efficient way to of information that makes it possible
− Schengen zone solutions assist airline companies in case of an aircraft to customise a travel insurance offer
− globetrotter solutions. diversion. This “In-flight Medical Support” according to a customer’s travel
was launched in 2008. Today, there are 242 profile. TI 2.0 was first launched and
2 - Continuous improvement evaluated airports in our worldwide database. deployed in the US end of 2007. It was
in our service quality Only a few international travel players have then introduced to our main European
Where do we truly excel in our year-by-year such a tool at their disposal. So, if you want travel partners in 2009. In 2010, TI 2.0
achievements? We would have to say in that extra service, that extra quality and that expanded in Europe, and is now
medical assistance services. For years now, and extra peace of mind when you travel… look deployed over a platform that responds
2010 was no exception, we have carried out no further! You’ve come to the right place at to the market’s most demanding criteria
135,000 medical assistance and repatriation Allianz Global Assistance. in terms of availability and response
interventions for you and your customers. time. We’re committed to staying on
We’re able to do this thanks to our multi- 3 - A commercial approach that is flexible, the technological edge; so, year after
lingual travel and medical assistance specialists adaptable and made just for you year, we continue to invest in this
around the world, who are on call 24/7. While We have a very pragmatic commercial platform. It’s just one of the ways that
you rely on us, we rely on our comprehensive approach to how we manage our international we can stay ahead so that you can
international network of top-quality, certified requests for tenders. We’ve set up an benefit the most from our increasingly
service providers and 180 international international travel sales team whose primary wide offer of innovative, quality products
correspondents. job is to respond to our international partners’ and services.
demands for online solutions. This team must
Allianz Global Assistance / Annual Report 2010 – 11

16. LINES OF BUSINESS
Auto
A struggling reshaped auto industry
bounces back
2010 was a comeback year for many original in Europe and significantly down, especially about the environmental impact of their
equipment manufacturers (OEMs), particularly in Germany where new car sales posted a vehicles. With the recent launch of several fully
in North America. It was also a year when 1-million-unit decline. However, European electric powered vehicles, 2011 promises to be
the automotive business flourished in BRIC luxury automobile sales bounced back during a turning point in the market position of “green
markets. the year. cars” and in consumers’ acceptance of them.
North American OEMs return to the Growth and green trends ahead Multiple new contracts drive
world stage and M&As continue Continued global growth can be expected growth and profitability for roadside
Ford reclaimed its number two spot by in all world regions in new car sales in 2011. assistance
overtaking Toyota in the U.S. and posted big As witnessed in the past few years, car owners We continued to invest time, money and
profits. General Motors, on the brink of doom and manufacturers are increasingly concerned resources in 2010 to ensure that our industry-
in 2009, increased its sales worldwide and leading, operational capabilities are delivered as
is nearing profitability once again thanks to efficiently as possible, and focused on improving
government efforts to prevent its collapse. profitability. As a result, our roadside assistance
Automotive OEMs continue to merge and activity fared extremely well. First and foremost,
forge partnerships in an effort to share 2010 was a year of multiple new contract
spiralling costs. Volkswagen is close to finally +14.9% wins. These contracts were not only finalised
acquiring Porsche, and Fiat and Chrysler in turnover with automotive manufacturers in China and
consolidated their partnership. Australia, but also and more spectacularly
BRIC is growing, Europe stagnates
38%
of Allianz Global
with companies in the financial sector, notably
in Brazil, France and Spain. In an impressive
The overall 2010 market context saw car sales demonstration of the growing importance
Assistance
and the assistance business performing well of financial players in our roadside assistance
turnover
in China, Brazil, Australia, Russia and India. portfolios, today over 60% of revenues from
However, the activity was flat in many markets this line of business are now generated with
12 – Allianz Global Assistance / Annual Report 2010

17. insurance companies, banks and other financial the alternative technologies and handle the Innovation – our voice and
institutions. Another growth driver for roadside increasing number of telematically-equipped driving force
assistance was our extended warranty offer, vehicles that we manage. We also worked to We understand that by adapting to change
which met with success in both traditional improve CR through efforts to address poorly quickly and using change as a motor to innovate
and new markets. rated historical agreements with OEMs. and grow, we can always stay one step ahead
of our competitors. Central to our ethos is a
Relationship management – Our service offer to maximise customer ferocious desire to continually seek ways to
our point of difference retention improve what we do. This is our innovative
Perhaps the quality that continues to distinguish − Roadside assistance: repair and towing voice and spirit. In 2010 we introduced the
us the most is the way we manage and develop for broken down/immobilised vehicles, service activated warranty and mobile phone
our relationships with customers. Whether conventional new car inclusion and service applications, which provide direct assistance in
they are OEMs, fleet operators, automotive activated (SARA) the Netherlands, the UK, Brazil, and Australia.
service companies, car rental or leasing − Accident Management: towing, replacement These innovations have been very well
agencies, or banks and insurance companies, vehicle, car repair received by our clients as a means for them
our approach is always the same. We treat − Extended warranty following factory warranty to stay permanently connected with their end
them with professionalism, respect and always and used vehicle warranty customers.
as individuals, with an ear to hearing and − Service activated warranty: a free 12-month
understanding their own unique challenges extension for roadside assistance and certain
and needs. This is our modus operandi. warrantable parts to any customer who
received car maintenance in the dealer network; Moving forward with an eye
Customer Retention (CR) – offer is renewed for another 12 months every toward 2015
a growing challenge time customer returns for maintenance work Our immediate aim for 2011 is to secure
Even with our track record, current leadership − GAP insurance (guaranteed asset protection) profitable growth. We will promote
position, and strong CRM program, we never − Service and maintenance programme organic growth in our buoyant BRIC
rest on our laurels but always pay the utmost administration markets and pursue new business wins in
attention to customer retention. To this end, − Telematics: GSM localisation, post-theft our more traditional markets. Extended
we aim to consistently provide our clients with notification and tracking, navigation, remote warranty administration will play a
added value by helping them attract and retain door unlock, remote controlled breakdown major role as we establish it as a core
customers while simultaneously optimising diagnosis, and concierge services… competence in every significant global
costs. In 2010 we explored how to use web − Customer relationship management: in- market. Today we are looking toward a
technologies to improve customer proximity bound and outbound customer contact future where we continue to push the
and provide more attractive ways for them to activity (telemarketing, customer surveys, boundaries and help our clients deliver
purchase retention products and exploit the loyalty programmes, etc). Our CRM portfolio the solutions they need to retain their
B2B2C channel. We provided staff and supply now provides services that almost exclusively customers and sustain their businesses.
chain with training so they could appropriate focus on delivering customer retention.
Allianz Global Assistance / Annual Report 2010 – 13

18. LINES OF BUSINESS
Health, Life & Property
Three things that deeply matter to us:
your health, your life and your property
We launched our third line of business, A changing profile for More pharma partnerships
Health and Lifecare Assistance, several years our healthcare portfolio We continued in 2010 to strengthen our
ago and our associated range of products 2010 saw an increase in the weight of our partnerships within the pharmaceutical
has been growing steadily ever since. While bank and insurance partners in our healthcare industry, adding two major pharma companies
healthcare assistance focuses specifically on business portfolio. Today, insurers, banks, to our partner portfolio, and increasing the
health, lifecare is more generally concerned brokers and government bodies generate number of disease management programs
with daily well-being. 50% of our health and lifecare revenues: to 30. Today, with more and more business
1/3 come from homecare services, 1/3 from units playing an active local role in disease
Healthcare services and costs health insurance for students abroad and management, our credibility among industry
on the rise 1/3 from other types of services (tele- players is very solid.
In 2010, healthcare emerged as one of the assistance, triage and medical screening,
most progressive and largest service sectors rehab, desease management, etc.) Local initiatives still strong drivers
in BRIC countries with annual growth in health of growth
spending estimated at +14%! On another Reinforcing local expertise − Demand management provides patient
note, healthcare expenses increased faster The group’s greatest challenge in 2010 was beneficiaries with the medical information
than the GNP (Gross National Product) growth adapting its global health service concept they need to make knowledgeable, wise
of most G-20 countries. Consequently, local to the local level within the constraints of choices and decisions before they take any
health authorities imposed cost containment increasingly strict local health policies. We kind of medical action.
measures, including shifting health expenses are meeting this challenge by improving our − Alzheimer’s project was launched in early
to private insurance companies or increasing on-site expertise in each country’s healthcare 2009 and continued in 2010. The now
out-of-pocket health expenses. These system. Our aim is to serve each market with complete two-year French project was
measures have heavily impacted the industry locally adapted healthcare offers provided by designed to help coordinate patient care
and resulted in emerging alternative models. local experts. and prolong life and assist caregivers.
One such model is the shift away from care in − Employee Assistance program strives to
hospitals to care at home. maintain a healthy work-life balance.
Mobile populations still thriving We have the right care for everyone
The world’s increasingly mobile population
continued to move, with long-term stays
+15.4% Healthcare
− Dependency: short or long-term services to
in turnover
abroad becoming more and more of the norm help you recover if you are sick, hospitalised,
and requiring in-depth knowledge of local temporarily dependent, or to stay in
healthcare systems. In 2010, we continued your own home if you are permanently
to reinforce our specialised health insurance
for students and professionals abroad. 16%
of Allianz Global
dependent.
− Personal response services. We offer
state-of-the-art technological devices
Assistance that monitor your home and facilitate
turnover communication, location and triggering
alarms. These services cover 24/7 tele-
assistance and telemedicine.
14 – Allianz Global Assistance / Annual Report 2010

19. − Expatriates / impatriates: semi-permanent an understanding ear? We’re here to give mobile phones, CRM programmes, concierge
or long-term medical assistance to you all the support you need, for whatever services and information call centres for public
employees. employment situation you are in. inquiries. And just to let you know, we have
− Youth mobility assistance cover, introduced − Bereavement and funeral assistance. redesigned our home assistance offer. It now
in 2010 it provides secure, comprehensive − Retirement assistance. includes solutions that can be distributed via
health protection for youths between our utility clients, thereby broadening our offer
12 and 28 years old. Home and Property Assistance to reach more people everywhere. For us, it’s all
− Disease management and patient support: Let’s get personal: your property about getting closer to you to take better care
if you suffer from a chronic disease, is our business! of you and your belongings.
impairment, abnormal functioning, or You’ve been through a property mishap
belong to a specific risk group (tobacco, before? You’ve lived with a leaky fawcett, or
memory ageing…), then you may fully a broken lock? These mishaps can be as minor
benefit from these assistance services. as a faulty but fixable electrical system, or as Short-term, long-term,
− Triage & screening services. major as a flooding pipe. Some of you have our strategy is right on track
− Health services for the telco industry (health experienced natural catastrophes or lived As the year 2011 gets well underway,
& lifecare service bundle with telco plans). through days of power outages. Whatever we continue to deploy our strategy of
− … And nurse triage, employee health your line of work, whoever and wherever your the past year and reinforce the specific
assistance, medical counselling, third customers may be, we’re here to help you help programmes and services mentioned
party health administration, rehabilitation them when adversity strikes. No matter how above. We are also developing niche
management, and more. big or small. health insurance products and solutions,
and focusing our efforts on the
Lifecare Property and home assistance challenge of becoming more local in our
− Daily life services: we help you get through Three simple words for a truly comprehensive healthcare expertise in an increasingly
everyday so that your life can be a little offer. From a leaky tap to a flooded community, global world.
easier (babysitting, cleaning, gardening, we have just the right, customised solution
etc.). you need. And we’re here to help 24/7. Our
− Employment assistance: need help finding offer includes tele-security for home and office
your first job? Have you lost your job? Do surveillance, protection services and warranties
you plan to retire? Do you seek advice or just for your credit cards, household appliances and
Allianz Global Assistance / Annual Report 2010 – 15

20. International
presence
We cover the world
assisting you with a worldwide
network designed to help!
Our international network is built on competence
and geographic presence
The promise we make is that we’re here to help, wherever you
or your customers happen to be. This is why we work with more
than 400,000 highly qualified service and assistance providers and
180 correspondents worldwide. From transport technicians to medical
experts, home repairmen to legal advisors, employment and retirement
counsellors to social service workers, our network of specialists assists
you and your customers with every need, anytime, anywhere.
We have a dedicated international team at group headquarters in Paris
that selects, manages and controls our network of providers.
− 40 languages
− Business units in
28 countries
− 10,783 staff members
Our selection criteria for
providers ensures that you
always get the best help
− 24-hour availability
− Best price/quality ratio
− Official credentials − 16 million cases handled
− Cashless access to services
− 50 million calls handled
− Guarantee of appropriate and
well maintained equipment − 1.3 million emails
exchanged during case/claims
management
− more than 1 million
text messages sent
16 – Allianz Global Assistance / Annual Report 2010

22. INTERNATIONAL
PRESENCE
Asia-Pacific
Stellar results in a challenging, turbulent market
Our business in Asia-Pacific continues to Across the region, our revenue and combined
Countries with group offices: impress and 2010 saw significant progress operating profit each climbed 43% over 2009 −
− Australia towards the realisation of our regional 2015 stellar results in a year marked by a debilitating
− China
Ambition revenue targets. In a region that is volcanic ash cloud, too-frequent natural
− India
− Japan home to 40 per cent of the world’s population, disasters and unplanned financial market
− Singapore we are establishing a considerable presence turbulence. It is clear that our continued
− Thailand fuelled by our unique assistance offer in the investment in Asia-Pacific and our applied
Countries with branches: automotive and health and lifecare markets, leadership engagement model are producing
− Malaysia and our market-changing innovation in good returns and exciting potential for the
e-commerce travel and speciality insurance. future of our global business.
Countries with commercial
activity:
− New Zealand Australia
− South Korea Market leader in travel insurance and
− Taiwan a growing health/lifecare business
+43.2% Revenue grew by 7.5% in 2010, with double-
digit growth for our roadside assistance
in turnover
business. Travel insurance posted particularly
13%
of Allianz Global
strong sales and we are now market leader
with an estimated 40% share. Student health
sales increased modestly in 2010 while the
Assistance number of international students dropped by
turnover 9.3% – this together with claims exposure to
the volcanic ash cloud created temporary profit
challenges.
E-commerce innovation continued with the
launch of new iPhone applications, new China
web functionality, and ongoing expansion into
convenience protection products. 2010 also
saw and a significant government contract
win for our burgeoning health and lifecare
business.
China
Impressive year-to-year growth and solid
leadership in roadside assistance
We remain the leading B2B roadside assistance
provider in the largest automotive market
in the world, and 2010 saw important
business wins with major local automotive
Group offices
manufacturers and in the financial institutions
Branches market. Revenue was up an impressive 74%
Commercial activity over 2009 and operating profit also pushed
18 – Allianz Global Assistance / Annual Report 2010

23. to a record high. Our business in China has India’s leading online travel agents − we are establishment of a fully operational branch
shown a 70% compound annual growth rate well placed for future, diversified growth in office providing local call centre facilities for
for the past three years and, with investment in this rapidly growing economy. Malaysian clients while also providing back-up
new IT and telephony systems and expanded for our Singapore call centre operations.
office space, the business is poised for Japan Good sales growth continued with revenue
significant long-term success. In 2010, we New strategic initiatives and continued up 29% over 2009 and both our roadside
also launched Auto Guardian, our first B2C excellence in customer service assistance and travel insurance lines of
comprehensive automotive service product Despite a flat automotive market and business attracting major new clients.
and introduced a network provider e-activation challenging economic conditions in Japan, Singapore is an attractive market for our
platform allowing significant reduction in case our business posted historical sales growth, assistance business given its status as a
handling times and costs and a significant up 34% compared to 2009. This was partially strong regional player and investment hub.
increase in customer satisfaction. due to the successful introduction of strategic We continue to see enhanced profitability
business initiatives including extended from our operations there.
India warranty for brown and white goods. We also
Revenues soar as business unit focuses on continued to grow volume for our roadside Thailand
positioning, pricing and service levels assistance offer in the financial services sector. After political unrest, sales are up in travel,
We are also the leading roadside assistance Operating profit was up by an impressive 91%, roadside assistance and financial services
provider in India, covering more than 500 cities a new high for our joint venture in Japan. With In a country that is challenged by political
and partnering with the country’s main our partner, Tokio Marine, we also accessed instability and meagre domestic consumption,
auto manufacturers and leasing companies. new market opportunities for our integrated our sales grew by 30% over 2009 revenue. We
2010 also saw a pioneering push into the assistance platform including inpatient achieved solid growth in roadside assistance
growing financial services market. Our business assistance services. The high standard of fuelled by an upturn in vehicle sales after the end
performance in India cannot be overstated. our call centre operations continues to of prolonged civil unrest in May. 2010 also saw a
Despite extreme market pressure, we have earn industry recognition − for the third rise in operating profit and the acquisition of new
maintained our premium positioning and consecutive year we received the top award business in new market areas − notably travel
pricing and, with dedicated focus on service for customer service for a leading automotive insurance and extended warranty for household
levels, continue to distinguish ourselves from brand in Japan. goods. Our activity in Thailand also achieved
the competition. This resulted in an excellent good traction in the financial services sector with
lift in revenue − an increase of 84% over 2009 Singapore a notable client win for a bundled roadside and
sales! Profitability was achieved for the first Major new client wins and extended call home assistance product.
time since the Indian operation’s inception in centre operations for Malaysia
2010 and with our launch into e-commerce 2010 saw our business in Singapore
travel insurance through Travelocity − one of extend operations into Malaysia with the
Allianz Global Assistance / Annual Report 2010 – 19

24. INTERNATIONAL
PRESENCE
+24.1%
in turnover
22%
of Allianz Global
Americas
Assistance
turnover
Another successful year
for the Americas!
BRAZIL
Diversification and consolidation
in the automotive industry
Our Brazilian entity reported sustainable results
in 2010. Our local market share increased over
2009 and the company remains the market Group offices
leader. We strengthened our diversification Branches
strategy for both new products and sales
channels. In addition, technological innovation improvements led to a 31% increase in client
and a new, cutting-edge Smartphone Countries with group offices: implementations over the previous year.
application allowed us to increase our business − Brazil In the US we are the market leader in travel
− Canada
with car manufacturers. This innovative spirit and event ticket insurance. Developing strong
− Mexico
combined with the traditional high quality − USA relationships with leading distributors fuelled
standards of our services also contributed to growth. By using improved travel agent
Countries with branches:
positioning us as the undisputed leader with − Argentina onboarding processes and technology,
car manufacturers in Brazil. − Chile our American business unit reduced the time
− Columbia it takes for a new travel agent partner to sell
CANADA their first travel insurance policy from an
Renewed contracts, new contracts, and CSI average of 15 days to 1! This represents a
Our Canadian business unit continued 93% reduction in start up time, a change that
its winning streak in 2010 by primarily market leader. Overall results were excellent, greatly accelerated company revenue and
consolidating its position in the travel insurance with almost +200% growth over 2009, which partner commissions. Our entity also launched
market within the on and offline travel, allowed the business unit to reach breakeven. two new travel agent consortia clients,
financial, broker and group insurance channels. It also began operations with the country’s and retained its client base while acquiring
The business unit also focused efforts on main player in the entertainment industry and strategically focused new business. Airline
continued growth within core markets, and now provides customers with comprehensive partners Delta, jetBlue and US Airways renewed
renewed contracts with several large insurance event ticket cancellation. Our Mexican business their commitments to continue providing
clients. Of particular note, we won a major unit continued to build on its quality reputation travel insurance via the company’s innovative
new travel insurance contract with a well- while it pursued its commitment to provide technology.
known retail supplier, which is due to kick off all customers with innovative solutions and
in 2011. Other highlights include entering the quality, caring service.
Consumer Specialty Insurance market, where
we had success launching the event ticket USA
protector solution in partnership with Allianz. Outstanding growth
and technological innovation
MEXICO In 2010, the US sharpened its focus to win
A quality leader new clients and develop ground breaking
Despite a challenging environment in 2010, our technology improvements. The result:
Mexican business unit consolidated its position revenues rose sharply with 18.5% year-over-
in the travel insurance business to become year growth, and technology and process
20 – Allianz Global Assistance / Annual Report 2010

25. Europe, Middle
East and Africa
Here’s a closer look at how each country managed
the stakes and challenges in 2010!
The European region covers a vast area of BELGIUM
both traditional and newcomer territories. Reinforced position in healthcare and new
Overall growth rose 7.1% in 2010 with product launches keep us on track
all countries contributing to this growth, Our Belgian entity faced a very difficult year
except for Spain and Portugal, who are still as the tourist industry took a serious beating.
experiencing aftershocks of the economic The ongoing international financial crisis
crisis of 2009. France, the traditional added to the woes, as did the volcanic eruption
bedrock of the group’s business increased in Iceland and unusually drastic weather
revenues and maintained good profitability; conditions at the end of the year. The Belgian
Germany is back on the recovery track; the tour operator business ended with an 8%
UK is buoyant and Russia strives to reach loss, and two major tour operators declared
breakeven, expected in 2011. bankruptcy. On a lighter note, travel brokering
increased and our Belgium entity re-signed
AUSTRIA with Thomas Cook for another 5 years. It also
Innovative product approach and signed a new contract with MLOZ, a mutual
reinforced partnerships lead to growth insurance company. Several new products
The business environment was challenging were launched: Mondial Assistance Kids,
in 2010. Car sales plummeted, and banks and a tracking bracelet that helps parents locate
insurance companies took draconian cost children who have wandered too far, and
reduction measures. Nevertheless, our Austrian DOC (Operational Connected Defibrillator).
business unit achieved a solid 6.4% increase
in revenues. This was mainly due to a resilient CZECH & SLOVAK REPUBLICS
travel agency sector with an innovative product Winning business from competitors
approach, a strong performance in Hungary In 2010, our entity in Prague grew its position
(+20.3%) and a 114% boost in e-commerce. and increased penetration in the travel
The entity began new partnerships in Bulgaria insurance, home and roadside assistance
and the Ukraine, and diversified its product markets’ in both the Czech and Slovak
portfolios with consumer specialty insurance Republics. This was partially due to a new
offers. As the regional hub serving 13 countries, partnership established with KBC CSOB
our Austrian entity is one of the most complex Insurance. The business unit also made another
within the group and delivers all services in competitive inroad by winning Peugeot,
each country’s respective language. and boosting its portfolio of automotive
customers. The entity finds itself in an
increasingly competitive travel insurance
landscape. To address this challenge it
focused on its added value assistance services.
21
Allianz Global Assistance / Annual Report 2010 –

26. INTERNATIONAL
PRESENCE
It launched long truck travel insurance, and a
new travel insurance solution for agents and
operators managing large groups. The business
unit reinforced cooperation with Allianz
entities, seized new opportunities to provide
health and lifecare solutions and launched
consumer specialty insurance offers and event
ticket cancellation.
FRANCE
Growth, profitability and innovative success
make for top 2010 performances
2010 was a dynamic, successful year for our
business in France. The activity expanded, and
growth was on the rise despite the numerous
market disruptions (volcanic eruption, severe
winter storms…). This success can be partly
attributed to the assurance of continuous top
quality services, even at the most challenging
times. In addition, our French entity grew its
main customer portfolios across all sectors
and pursued its diversification strategy. they are back on the road to recovery. Combined with an increasingly competitive
In 2010 innovation was at the forefront. They focused on developing stronger business environment, this made day-to-day
Mobile applications, safety driving packs, collaborative partnerships and on reinforcing operations extremely challenging. But true
deferred travel guarantees, MIRA2 for service cross-sharing practices. Both companies to our combative spirit, 2010 was a year of
providers and a telecommuting possibility for collaborated with Allianz to design several successful growth and reinforced partnerships.
employees all contributed to more satisfied new youth travel insurance products, and Roadside assistance remains the core line of
customers and staff! they intensified sharing their marketing, business while travel insurance experienced
communications and legal expertise. A major explosive 3-digit growth, resulting in strongly
For its part GTS, the group’s subsidiary in tele- new agreement with BDAE, an insurance and reinforced customer portfolios. Our Greek
assistance, maintained its leadership position expatriate services organisation, was signed, entity was the first to launch a rental vehicle
with a 25% market share. 90% of it customers and new products were developed for credit excess cover solution onto the market and it
are local communities. In 2011 it will pursue card companies. Germany was one of the first continued to develop its network of agents/
its strategic deployment toward the B2C and two pilot countries to begin preparations for brokers. Consequently, sales of assistance
B2B2C markets. the brand change to Allianz Global Assistance. services through this channel rose by 106%!
GERMANY GREECE ITALY
Stronger partnerships and sharing best Good performance despite struggling Resistance to industry downturns
practices help promote recovery economy and tough competition The continuing economic crisis in 2010
Competition was fierce for our German entities 2010 was a difficult year for Greece as the heavily impacted the automotive industry,
in 2010, particularly in the travel insurance and country still struggles to tackle its financial which reported a two-digit loss, and the travel
automotive assistance markets. Nevertheless, problems and regain competitiveness. industry, which saw increasing downturns
22 – Allianz Global Assistance / Annual Report 2010

27. +7.1%
in turnover
64%
of Allianz Global
Assistance
turnover
for tour operators and travel agencies.
“Last minute” online offers dominated
traditional travel channels. In fact, online
sales and ocean cruises are the only growing
sectors in the still crippled tourism industry,
which accounts for 62% of our Italian entity’s
revenues. The remaining 40% is generated by
business with the insurance companies, banks,
automotive manufacturers and companies
like Mediaworld. Nevertheless, our Italian Group offices
Branches
business unit achieved good results thanks
Commercial activity
to Globy, a very innovative travel insurance Special partner
product for individuals. Our Italian business
unit also broadened its expertise in extended
warranties for white & brown goods and
signed a significant new assistance contract
with CaRiGe, which now figures among its top
10 customers! Countries with group offices: Countries with commercial
− Austria activity:
THE NETHERLANDS − Belgium − Bahrain
− Czech Rep. − Bosnia/Herzegovina
Receives multiple awards for best products − France − Bulgaria
and services − Germany − Serbia/Montenegro
2010 was a successful year for our business − Greece − Croatia
unit in the Netherlands. The strategic focus − Ireland − Slovenia
on innovation, growing current clients and − Italy − Lebanon
− Poland − Baltic Countries
acquiring appropriate new businesses paid off. − Portugal − Denmark
Our Dutch business unit won three awards for − Reunion Island − Finland
best new products and services. Furthermore, it − Russia − Norway
launched an innovative mobile application that − Spain − Sweden
provides customers with even better access to − Switzerland − Ukraine
− The Netherlands − Uzbekistan
its assistance platform. It also signed important − Turkey − Moldova
new contracts with both existing and new − UK − Slovak Rep
clients, which ensures future revenue streams. − Hungary
Countries with branches:
− Romania Special partner:
POLAND − Morocco
Economic stability and unique innovative
offers make for a successful year
Throughout the long, global economic storm,
Poland has continued to maintain its economic
stability, and demonstrated positive trends.
2010 saw a growth in the Polish GDP, falling
inflation and diminishing unemployment, and
Allianz Global Assistance / Annual Report 2010 – 23

28. INTERNATIONAL
PRESENCE
our Polish entity is optimistic about the future. propositions; adopting a core expertise market to our EMEA region, realised positive growth.
It launched extended warranty, a leading approach via roadside assistance/insurance It grew its portfolio of new automotive clients
new product targeting white, brown & grey companies; and expanding its presence with extended warranty claims management
distributors, and furniture manufacturers and with pharmaceutical partners via PSP/PRM and roadside assistance schemes, and
distributors. In fact, our Polish entity is the first solutions to strengthen its healthcare business. developed inclusive travel assistance solutions
insurance/assistance company on the market A highlight in 2010, the launch of its new B2C for cardholders of Russia’s largest bank.
to offer such a unique warranty. It signed its sales channel, it to expand business into other
first “furniture” contract in December. areas. SPAIN
helping customers and employees
PORTUGAL RUSSIA & CIS In 2010, the spanish entity operated in a very
Fragile context keeps the focus on retention Healthy growth complex economic environment seriously
and diversification 2010 began in a serious economic slump impacted by the national and global crisis. To
The 2010 economic and social context for the overall Russian economy and the ensure its own sustainable activity, our Spanish
in Portugal is complex and has led to a rise automotive market in particular, and major business unit focused on product innovation
in taxes and unemployment, causing a sharp financial institutions drastically reduced and the development of new solutions for
reduction in investments and consumer their lending practices. In response, leading existing and prospective customers who
purchasing power. Due to the country’s vehicle distributors strengthened their own were facing struggles similar to our own.
political instability, the International Monetary financing programmes. Later in the year the It developed customised tools to help its
Fund (IMF) intervened to ensure that European government introduced initiatives designed client partners retain their own customers
programmes are implemented and fiscal to reignite automotive growth. During the and improve their businesses. It also worked
regulations enforced. This has translated into second half of 2010, the economic landscape to improve its roadside assistance platform,
an increasing price war in which customers brightened and consumer spending was up, and employees were equally at the heart of
demand more for less. To rise above these including for new cars. In addition, distributors its efforts as it introduced a comprehensive
challenges, our Portuguese entity focused and dealers developed after-sales retention equality plan. The plan covers concerns like
on retention, innovation and diversification. strategies, and began to transition toward employment, job classification, promotion,
In 2010 the entity centered its activity in 3 bundled product offers like GAP, PEP, extended internal training, remuneration policies and
primary directions: reinforcing its partnerships warranties and Kasco. In this evolving work-life balance.
with Allianz entities via new product landscape, our Russian entity, a newcomer
SWITZERLAND
Overcoming difficulties with diversification
and innovation
With an innovative product offer and help from
strong local currency, our Swiss business unit
maintained good topline growth and delivered
on promised operating results in 2010.
Its successful performance can be attributed
to a distinguished, diversified portfolio of
services and solutions for the automotive,
tourism, health, retail and financial sectors.
Diversification allowed the entity to mitigate
the impact that the year’s unforeseen climatic
events had on the travel industry. A focus on
core activities, and an increase in development
of the retail and warranty business promoted
growth and balance within the business
portfolio. Although its healthcare business lost
a major customer, the entity countered the loss
by launching new health and lifecare products/
services (tele-dermatology and Medi24 online),
cross-selling and building long-term relations
with pharmaceutical companies.
24 – Allianz Global Assistance / Annual Report 2010