A major player in the french assistance market

ONE OF FRANCE'S TOP THREE

As the sole Covéa assistance company for all the brands, and as a partner of other mutual insurance companies (particularly health, i.e. Mutuelle Générale, MNT and MGP), Fidélia has taken a leading position in assistance on the national market over the past four years.
Working 24/7 in France and worldwide, Fidélia now has almost 1,100 employees providing standard or tailored assistance to its policyholders and customers each day. It works in the fields of medical assistance (repatriation), automobile (roadside assistance and towing), residential (homecare, video surveillance), healthcare and family services (cleaning, childcare, tutoring).

Over 15 million policyholders
As the assistance structure for GMF, then MMA, Covéa Risks, Nexx and Novéa, since 2007, Fidélia has assisted the policyholders of MAAF, Covéa Fleet, and Lybernet as well as their partners, Assurances Banques Populaires and Protec BTP. The purpose of this concentration is to reinforce collaborative claims management and assistance, which is a key factor in the quality of the services provided to customers.

A sharply growing business

 
Naturally, business in 2010 correlated with inclement weather. For the first time in the company's history, the number of winter claims exceeded the number of summer claims.
In 2010, Fidélia processed 8 million calls and opened 1,126,000 assistance claims, up 8.5% over 2009 which had itself been a record-breaking year.
In June 2010, during the spectacular flooding and mudslides in the Var region, Fidélia and Covéa AIS worked together to provide assistance to policyholders more quickly and efficiently.

Finally, to better manage peaks in activity, Fidélia signed a partnership with Climpact in 2010 to determine human needs depending on forecasts of weather likely to lead to breakdowns and accidents (e.g. temperature variations, snow, ice crusting, etc.).
Fidélia posted stable gross premiums (330 million euros) for a net profit of 5.2 million euros.

Key figures (at 31 december 2010)

Almost 1,100 employees

3 sites (Saint-cloud, Tours and Nantes) 

15 million assisted customers

96.6% overall satisfaction rate

10,000 service providers 

www.fidelia-assistance.fr