MAPFRE ASISTENCIA INTERNATIONAL NEWSLETTER

2 n d e d i t i o n 2 0 0 9 - i s s u e 3 3

MAPFRE ASISTENCIAAn 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)

APFRE and BANCO DO BRASIL, the country’s lea-ding 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.

This agreement will lead to the creation of one of the leading insurance groups in Brazil, consolidating the part-ners’ 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 com-pany 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 expan-sion. 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 ob-tained and the business model.

n the six first months of 2009, MAPFRE obtai-ned 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.

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.

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RESULTS FOR THE FIRST HALF OF 2009

MAPFRE and Banco do BrasilAgreement of intent for negotiating

the development of their insurance business in the Brazilian market

MAPFRE exceeded revenues of €10,000 million and obtained a net attributable profit of €530.6 million

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I 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 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.

MAPFRE, among the 40 world’s best companies

n 24 July José Manuel Martínez and Alberto Man-zano, 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.

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 in-surance group in Spain and one of the foremost European Insurance groups.

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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 in-ternationalisation 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.

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MAPFRE’s Chairman presents the book De Mutua a Multinacional

he Board of Directors of MAPFRE and the Board of Trustees of FUNDACIÓN MAPFRE have appoin-ted 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 deve-lopment for MAPFRE, thanks to the Chairman’s enhancement of both structural and institutional as-pects. 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.

FUNDACIÓN MAPFRE also established the Julio Caste-lo 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.

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Julio Castelo Matrán, Honorary Chairman of MAPFRE

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.

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.

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.

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Alliance with Protective to strengthen the warranty

extension business

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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 specia-lising in integral management of 24-hour home assistan-ce 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 opera-tions with the agreements signed with HSBC’s finance com-pany 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 ser-vice 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 con-tact 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 new UK integral home assistance company is a joint venture between

MAPFRE ASISTENCIA and CPP

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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 en-sures 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, Mana-ging Director; Steve Narey, Product & Marketing Director; Richard Hughes, Finance Director; Juan Manuel Lopez- Chicheri 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, MA-PFRE ASISTENCIA’s representation office in London and, of course, CPP.

HOmE 3 IS SET Up

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

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LIB ASSIST advertisement promoting its travel assistance service

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 fur-ther step forward in the company’s

objective of increasing its presence on this continent, in which it has been operating sin-ce 1991 and where it already has dele-gations in Algeria, Egypt and Tunisia, with business in 18 countries.

LIB ASSIST is a joint venture between MAPFRE ASISTENCIA and four local partners: Libyan Insurance, Afri-can 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 busi-ness 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

MAPFRE ASISTENCIA sets up its new AFRICAN subsidiary, LIB ASSIST

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, streng- thening 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, NuffleyeenP.O. Box 72166TripoliTelf.: + 218 21 715 1747Fax: + 218 21 340 9755

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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

MAPFRE ASISTENCIA is MAPFRE’s only representative

in Africa

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LIB ASSIST advertisement promoting its travel assistance service

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WARRANTY is the first Mechanical Breakdown Warranty product created exclusively for insuran-ce companies to be offered on the international market. As has been the case until now with assis-

tance 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 co-vers both assistance and repair of mechanical or electrical failures occurring to their vehicle.

iWARRANTY is the result of months of analysis and re-search by the commercial teams of the various MAPFRE ASISTENCIA regional directorates, as well as the multinational’s know-how relating to this type of pro-duct, which it launched seven years ago and with which it currently has a portfolio of 600,000 covered vehicles, han-dling 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.

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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

MAPFRE ASISTENCIA creates

The first Mechanical Breakdown Warranty product for insurance companies

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, the-reby 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.

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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 addi-tion to promoting its tra-vel assistance products, it was also responsible for providing individual travel insurance for the more than 800 professio-nals attending the event. These insureds came from 650 public and pri-vate organisations and companies in the tourist sector from around one hundred countries.

FRIQUE ASISTANCE is boosting the sale of its travel and roadside assistance services for MAE and tra-vel 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.

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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.

MAPFRE ASISTENCIA forms part of the WYSTC through its worldwide alliance with the Interna-tional Association for Stu-dent 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.

MAPFRE ASISTENCIA participates in the WORLD YOUTH AND STUDENT TRAVEL CONFERENCE

AFRIQUE ASSISTANCE Certificates of Thanks for

MAE and Maghrebia

THE cOmpAnY WAS THE TRAvEL InSURAncE pROvIdER FOR THE mORE THAn 800 pROFESSIOnALS ATTEndIng THE EvEnT

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

Photo of the lunch with the Maghrebia managers

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Obtains the 9001:2000 certification

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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 manage-ment 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 certifica-tion 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.

IT WILL COVER AROUND 7 MILLION TOURISTS

The Government of Mexico City contracts a travel insurance programme with MÉXICO ASISTENCIA

The programme includes medical assistance for Swine Flu

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 bet-ween MÉXICO ASISTENCIA and the Government of the Federal District (GFD) whe-reby MAPFRE ASISTENCIA’s Mexican company will co-ver national and foreign vi-sitors 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 acci-dent, hospitalisation for medical emergencies, delivery of prescription medications, dental emergencies, medical repatriation, hotel accommodation for convalescence, unaccompanied minors service and funeral repatriation.

MAPFRE ASISTENCIAW

ATourists will also benefit from the following free servi-ces: 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 business units have a reserve of masks to be used exclusively under

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MAPFRE ABRAXASNew GAP insurance

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 Insti-tute of Transport Management (ITM) (see SIAM NEWS 32), the latest products launched by this British com-pany are:

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 vehi-cles 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.

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.

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 consecuti-ve 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 custo-mers flexibility and savings when most needed.

Motorhome GAP

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 eligi-ble for cover but not included.

Based on the latest figures published by the Associa-tion 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 per-cent market share in the sale of GAP insurance poli-cies. This percentage is equivalent to 150,308 policies out of a total of 649,000 sold that year.

MAPFRE ABRAXAS currently offers the following GAP products:

Combined GAPContract Hire GAP

Finance GAPGreen GAP

Holiday Payment GAPMotorhome GAPMotorcycle GAP

Negative Equity GAPReplacement GAP

Total Loss GAP

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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

he Asia, Middle East and Africa Regional Directorate has extended its range of travel insurance for Afri-can 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.

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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 addi-tional 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.

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.

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.

NEW STUDENT TRAVEL INSURANCE IN AFRICA

THE cOvERS In THIS REgIOn ARE EXTEndEd

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.

ringing the product much closer to travellers is the objecti-ve of the new Segurviaje customer center which the Chilean business unit has installed in Arturo Marino Benítez de San-tiago 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 ASISTEN-CIA, at an act which was also attended by Julio Domingo Souza, General Manager of MAPFRE SEGUROS, and authorities repre-senting 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 loca-ted 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.

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SEGURVIAJE

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

SUR ASISTENCIA, at the International Airport

of ChileSegurviaje is MAPFRE ASISTENCIA’s brand name for its travel insurance in Spanish speaking countries.

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

Launches E-SOLVE MOTOR

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M APFRE ABRAXAS has created E-Solve Motor, an in-tegral solution which enables its corporate clients -finance companies, dealer groups and manufactu-rers-, 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 develop-ment, customisation and product upload is carried out di-rectly by MAPFRE ASSISTANCE, minimising clients’ internal costs. All the documentation and administrative work rela-ting 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, accep-ting 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, cance-llations, 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 tho-se 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-.

UK BUSINESS UNIT

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romoting the use of new te-chnologies in times of crisis is helping BRASIL ASSISTÊN-CIA 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.

Developed by Net-CallCenterOrbium, the leading Brazilian company speciali-sing in the creation of solutions for the

customer service segment, the appli-cation manages the entire process with the company’s customers from a single procedure to the historical records of each customer.

Alexandre Ayabe, IT Director of BRASIL ASSISTÊNCIA commented, “This tool enables us to organise and locate possible points for improve-ment in our operations with custo-mers”. This will provide the Brazi-lian company’s service with greater

quality and enhance efficiency and productivity. Mr. Ayabe

also explained that the application of new IT innovations provides BRASIL ASSISTÊN-CIA with “a compe-titive difference on

our market”.

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BRASIL ASSISTÊNCIA New technological tools

for the customer service department

Sponsors the Sales Team of the Year Award in the Motor Trade Industry Awards 2009

T he Motor Trader Industry Awards recognise exce-llence and innovation in the British automotive retail sector and are considered a benchmark indi-cator by dealers, repair shops, providers and vehicle

manufacturers.

In this year’s edition, held on 8 July, MAPFRE ABRAXAS sponsored the Sales Team of the Year Award, which recogni-ses the crucial role played by dealership based sales teams, evaluating aspects such as sales improvements, innovations and teamwork. The winner was L&L Automotive (Mercedes-Benz Hertfordshire), a MAPFRE ABRAXAS client with GAP Insurance for 15 years and one of its 50 longest-standing partners.

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 packa-ges, in a falling, highly competitive market.

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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.

The donation, made on28 April, will help the Fundación Acondro-plasia Uruguay, an association with which URUGUAY ASISTENCIA’s Ge-neral Manager has close links, to im-prove its work to help people living with this condition.

MAPFRE ASSISTANCE NEW ADDRESS

MAPFRE ASISTENCIA’s London office is changing its address from November.

The new contact details are:

There is no change to its telephone and fax numbers

MAPFRE ABRAXAS advertisement promoting its Payment Protection Insurance

MAPFRE ASSISTANCE 5th Floor

Alpha House24a Lime Street

LondonEC3M 7HS

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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 servi-ces, the company also raised aware-

ness on the brand under the slogan “18 years, always a leader”.

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.

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TUNISIA BUSINESS UNITPromotes the assistance service

EGYPT BUSINESS UNITRenews its assistance supports

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

The new image for the home assistance service of AFRIQUE ASSISTANCE, which has renewed all its commercial supports

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)

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MAPFRE WARRANTY in the European dealers

Fran

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Portu

gal

Ireland

Uni

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Kingdom Belgium

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MAPFRE WARRANTY in the European dealers

Belgium

Hungary

Greece

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IV MAPFRE ASISTENCIA Photographic Competition

2nd prize

3rd prize

To all partic

ipants,

CONGRATULATIONS ON THE QUALITY OF THE WORKS PRESENTED!

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IV MAPFRE ASISTENCIA Photographic Competition

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 Assistan-ce 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 multina-tional and discover the viewpoints of its more than 3,500 professionals regarding its activities.

1st prize3rd prize

CONGRATULATIONS ON THE QUALITY OF THE WORKS PRESENTED!

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IRELAND ASSIST is responsible for the translation service for the winning team in the Umbro Cup

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.

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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.

Ana Hutchings together with the Mexican team Cruz Azul and their trainers