If you still associate Europ Assistance South Africa (EASA) with travel insurance, you may be surprised. Since it was established 23 years ago, the company has grown into the most comprehensive assistance services provider to the short-term insurance industry. FAnews uncovered the role Europ Assistance SA now plays.
Europ Assistance SA provides assistance services to over 8 million South African families and is one of 34 branches of Europ Assistance Worldwide across the globe. This international network brings enormous benefits to South African policyholders.
Flagship products
The company has expanded its product range beyond travel assistance. Europ Assistance SA has four flagship products ranges, which are neatly divided into four call centres-the 24-hour Legal call centre; the Outsourcing call centre and Call Assist.
Continuous innovation
The company recently launched the 24-Fix product, a natural extension of the normal emergency home assistance product. The essential difference is that there need not be an emergency in order for the client to make use of 24-Fix.
The Europ Assistance SA programmes are designed to co-ordinate and manage the care and support of an employee throughout the course of physical, psychosocial and socio-economical trauma or distress. The ultimate aim is to improve the quality of life of employees and their families, improve or change behaviour patterns and sufficiently educate the person to make informed decisions about health and wellness.
The opportunities offered by the new National Credit Act are substantial and products are now offered to our clients on Financial Wellbeing and Debt Counselling.
South African solutions
The South African market is unique in terms of demographics and history and Europe Assistance's products are specifically designed to assist a broad spectrum of end-users. Such a product is EA Touch, the HIV/Aids assistance line. Medical assistance as well as advice, counselling and disease management monitoring is offered to HIV positive members and their families.
Opportunities for brokers
The innovation behind the Europ Assistance SA product range is that brokers can put together a package consisting of different products from across the Europe Assistance SA range and sell these as their own. Europe Assistance SA acts as the invisible human touch behind the face of many companies across SA.
Involvement
Brokers interact with Europ Assistance through the Europ Assistance SA sales team and key account managers.
Marketing assistance is offered to brokers in the form of PR, brochures, membership cards and vehicle stickers. The cost and project management of this is agreed to before contracts are signed.
The potential income to brokers vary across the products and mainly consist of a base 'wholesale' price that Europ Assistance will provide services to the brokers. Brokers then add their commission and charge the increased amount to their clients. The commission usually varies between 10% and 20%.
Broker involvement at claims stage is extremely limited. Client management is handled by Europ Assistance's 24 hour call centre case managers. Calls are received and logged by a case manager, where after the necessary service delivery is provided internally or via 3rd party service providers. The case is managed to completion and includes handling of any ensuing enquiries to ensure customer satisfaction.
The products available from Europ Assistance offer brokers the oppertunity to satisfy consumer demand for support in everyday situations, from the routine to the exceptional.
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