t h i r d q u a r t e r 2 0 0 8 - i s s u e 3 2

MAPFRE ASISTENCIA INTERNATIONAL NEWSLETTER

The Internal Control System,guiding our objectives

MAPFREASISTENCIAcorporateadvertisementplacedinthespecialissueoftheGeneralMotorsmagazinepublished tocelebratethecompany’sonehundredyearsofhistory

Thisyear,MAPFREASISTENCIAanditsbusinessunits,Christmasgreetingconsistedofane-cardandaflashanimationon theircorporateandlocalwebpages,allpersonalisedwitheachcompany’slogoandinthelocallanguage.

n17September,TheirMajestiestheKingandQueenof Spain presided over the gala dinner hosted byMAPFRE to commemorate its 75th anniversary.Thecelebration, which took place in the Palacio de los

Deportes in Madrid, was also attended by HRHThe In-fanta Elena, who recently joined FUNDACIÓN MAPFREas Director of Social and Cultural Projects, Pedro Solbes,Second Vice President and Minister of Finance of theSpanishgovernment;DavidVergara,SecretaryofStatefortheEconomy;RicardoLozano,DirectorGeneralofInsuran-ce;PilarGonzálezdeFrutos,PresidentofAsociaciónEmpre-sarialdelSeguro(Unespa); representativesoftheSpanishinsurancesectorandbusinessandfinancialworld;andtheGroup’sboardmembers,directorsandstaff.

TheChairmanofMAPFRE,JoséManuelMartínez,outlinedtheGroup’shistoryandhighlightedtheeffortmadebyitsstaff,collaboratorsandmanagement,whichhasbeenakeyfactor in making MAPFRE the largest Spanish insurancecompanyandtheleadingNon-LifeInsurancecompanyinLatinAmerica.

“Ourrevenuesandprofitsconfirmthatweareoneoftheleadingcompany’sinSpain,andoneofthe500largestcom-paniesintheworldinanyactivity,andourdirectpresen-cein44countriesaccordsusthestatusofamultinationalSpanishinsurancecompany”,saidJoséManuelMartínez.

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Commemorative dinner to mark MAPFRE’s 75th anniversary

Presided over by the King and Queen of Spain

During the act he also reconfirmed MAPFRE’s excellentprospectsforthefuture,asthecompanyhasasoundbasisonwhichtocontinuegrowinginallthemarketsinwhichitoperates,andhighlightedthenew,significantchallengestheGroupfaces.

King Juan Carlos opened his speech by thanking theMAPFREGroup for its kind invitationand referred to thepride its staffmust take in thecompanywith thewords:“75yearsthatyoucelebratewith justifiablepride,asthesumoftheeffortsandachievementswhichhaveledtothedevelopmentofagreatSpanishcompany likeMAPFRE.Atruemultinationalwithsustainedgrowthandprestige, inasectorsuchasinsurance,markedbystronginternationalcompetitiveness”.

Healsohighlighted the fact thatMAPFRE is“a companywhichrepresentsthetremendousdriveandsoundpositionofthebusinesssectorworldwide,asitispresentinover40countries” and emphasised:“MAPFRE’s track record is anexcellentexample,notonlyoftheconstructionofasound

n1OctoberseveralexecutivesrepresentingMAPFRE’sinternationalbusinessdivisionsheldameetingwithSonnyPerdue,GovernoroftheStateofGeorgia(USA),attheGroup’sofficesinMadrid.TheGovernorofthissouth-eastern statewasonanofficialvisit

toSpaintoencourageinves-tmentintheUSmarket.

Rafael Senén, Chairmanand CEO ofMAPFREASIS-TENCIA, and Javier Fernán-dez-Cid, General Managerof MAPFRE INTERNACIO-NAL, expressed their satis-faction with the meetingand thanked the Gover-nor of Georgia for visitingMAPFRE. Governor Perduestated: “We are honouredthat MAPFRE ASISTEN-CIAchoseGeorgiaasthelocationfortheROADAMERICAMOTOR CLUB 24-hour roadside assistance call center.GeorgiaworkersareknownforthekindofgreatcustomerservicethathelpscompanieslikeMAPFREtoremainindus-tryleaders”.

MAPFRE began its US operations in 1993 through itsAssistance subsidiary and MAPFREASISTENCIA currently

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businessgroup,butalsoofthegrowinginternationalfocusofSpanishcompanies,initsdesiretotakeadvantageofop-portunitiesandmeetthechallengesofglobalisation”.

TheKingendedhis speechbymaking specialmentionof“thosepeoplewhohavemadeitpossibletocreateandde-velopthisgreatcompany”.

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FREMAPFRE executives meet with

the Governor of the State of Georgia

hastwocallcentersbased inMiami(Florida)andColum-bus(Georgia),throughwhichitprovides24-hournationalandinternationalroadsideassistanceprogrammes.MAPFRE

ASISTENCIAhandlesover11million calls and performsaround 3 million serviceseach year throughout thecountry.

GRUPO MAPFRE, whichalso has Direct Insuranceoperations in Florida andPuertoRico,hassignificantlyboosted its activity in thisbusinessthroughtheacqui-sition in June this year ofThe Commerce Group, theleading insurer in the Stateof Massachusetts in perso-nal Non-Life Insurance.The

new company, a subsidiary ofMAPFRE INTERNACIONAL,alsooperatesinthreeotherstates,California,NewYorkandOhio,andalreadyholdsalicencetocommenceactivitiesintherestofthecountry.TheacquisitionofTheCommerceGroupwasthelargestoperationintheGroup’shistoryandclearlyunderscoresitsfirmcommitmenttotheUSmarket.

Thegaladinnerwasattendedbyaround1,000peoplewhoalsoenjoyedthejointperformancegivenbytwooutstan-dingfiguresfromtheworldofmusicanddance,JosephCa-rrerasandSaraBaras,andashowbythegreatIsraeliartistIlanaYahav, who created beautiful animations with sandandlight.

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APFREhas received the“2008SpanishCompanyoftheYear”Award, presentedby the SpainUSCham-ber of Commerce in Miami in recognition of thecompany’ssuccessfulexpansionprocessinthecoun-

try. JoséManuelMartínez, Chairman&CEO ofMAPFRE,receivedtheAwardfromJoséLuisEsteve,PresidentoftheSpainUSChamberofCommerceinMiami,atagaladinnerheldinthecityon14November. InadditiontoMAPFRE,the singerAlejandro Sanz and the doctorValentín Fusteralsoreceivedawards,asUniversalSpaniardsintheArtandSciencecategoriesrespectively.

José Manuel Martínez said that theAward represents “acrowningachievementfor2008,theyearinwhichMAPFREcelebratesits75thAnniversary”.TheChairmanthankedallthosewhohaveworked in theGroup in theUnitedSta-tesforthelast15years.HealsohighlightedthefactthatMAPFRE,aleaderinSpainandLatinAmerica,alsoaimstogainaleadershippositionintheUSAinthecomingyears

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MAPFRE, award for the best Spanish company of the year in the USA

by innovating,offeringmodernproducts,managingsocialresponsibility,creatingemploymentandprovingassistan-ce,preventionandinsuranceservices,whicharecrucialfordevelopingthepersonalandcollectivewelfareofmillionsofpeople.

n the third quarter of the year MAPFRE obtaineda growth in net attributable profit of 41.6 percent,attaining a figure of 715.6million euros,which re-

presents26.73centspershare,anincreaseof20.4percent.This reflects the soundperformanceof theSpanishbusi-ness, amarket inwhich the company achievedNon-Lifegrowthratesabovetherestofthesector,aswellassustai-nedgrowthintheinternationalbusiness,andtheintegra-tionofUniónDueroVida&DueroPensiones.

Excludingextraordinaryearnings, inthefirstninemonthsoftheyearMAPFRE’sprofitgrewby38.2percent,to698.3millioneuros.

The Group’s consolidated revenues increased in the firstninemonthsoftheyearby16.7percent,exceeding13,056millioneuros,andpremiumsamountedto10,668million,a13.9percent increase compared to the sameperiodof2007.Managedfundsamountedto23,425.2millioneuros,a0.7 rise,andnetassets increasedby355million in thelastquarter.

I Of the total volume of premiums, almost 8,355 millioneuroscorrespondtotheNon-Lifebusiness,whichgrewby18.4percent,whiletheLifebusinessrecordedpremiumsof2,313.2million,anincreaseof0.2percent.

Premiums fromtheSpanishbusinessamounted to5,966million euros, an increaseof2.5percent. Premiums fromthe international business amounted to 4,702.2 millioneuros,32.6percentmorethan in2007.The followingas-pectsareparticularlyworthyofmention:

•MAPFREAMÉRICA,whichinthethirdquarterconclu-deditsmergerwithMAPFREAMÉRICAVIDA,obtainedpremiumsof2,640.9million,a20.9percentincrease.

•MAPFREINTERNACIONAL,whichincludestheDirectInsurancebusinessintheUS,Turkey,PortugalandPhilippines,obtainedpremiumsamountingto723.3millioneuros

•MAPFREREincreaseditspremiumsby12.3percent,to1,355.3million

RESUltS FoR thE thiRd QUARtER oF 2008

MAPFRE increased net profit by 41.6 percent, to 715.6 million

ithaviewtoincreasingsynergiesbetweenthevariousinternational businesses and offering clients globalsolutions,theMAPFREBoardofDirectorsapprovedareorganisation,effectivefrom1January2009,which

affectstheCompaniesUnitandtheInternationalDivision,whereby:

•The Companies Unit will focus on the current In-dustrialRisksandAgriculturalRisksbusinessesandondeveloping its technical services subsidiaries SERMAPandMAPFRESERVICIOSDEPREVENCIÓN,withaviewtoachievinggreaterdevelopmentandcoordinationofthesebusinesses.TheadvisorybodywillcontinuetobetheAgricultureandLivestockAdvisoryCouncil

•Giventheirhighly internationalnature,theGLOBALRISKSDivisionandtheCAUCIÓNYCRÉDITObusines-seswhichcurrently formpartoftheCompaniesUnitwillbemanagedbyMAPFREINTERNACIONALwhichwillapproveastrategicplanonthismatter,with thespecialsupportoftheReinsuranceUnit

•ThecurrentAdvisoryCounciloftheCompaniesUnitwillbecometheInternationalAdvisoryCouncilofGLO-BALRISKS

•ITSEMAPwillcontinuetobesharedbytheCompaniesUnitandtheInternationalDivision,althoughananaly-siswillbeperformedontheconveniencetofocusmoreonactivitiesrelatedtoinsuranceforlargeindustries

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Reorganisation in the international division

Withintheframeworkofthisrestructuring,theExecu-tiveCommitteehasagreedtoproposetotheBoardofDirectorsthatitshouldauthorisethefollowingappo-intments:

•CompaniesUnit:

-EstebanPedrayesLarrauri:ChairmanoftheBoard ofDirectorsandoftheManagementCommittee -AntonioVigil-Escalera:GeneralManagerofIndus- trialRisks

•InternationalDivision:

-JavierFernándezCid:CEOofMAPFREINTERNA- CIONAL

-AlfredoCasteloMarín:DirectorGeneralofMAPFRE INTERNACIONALandseniorexecutiveofthe GLOBALRISKSandCAUCIÓNYCRÉDITOareas,for whichpurposehewillbeappointedChairmanof theManagementCommitteeforthesebusinesses andChairmanoftheBoardofDirectorsofMAPFRE CAUCIÓNYCRÉDITO

-AlfredoAránIglesia:GeneralManagerofGLOBAL RISKS

beratrainingcoursewascarriedoutfortheagencynetworkwhichwillinturninstructthedealers’staff.

European Motor Pack has been launched on the marketwithafullsetofmarketingmaterialtosupportitssaleby

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eURopeanmotoRpaCk isan innovativecom-mercialofferaimedattheeuropeanmarketwhichbrings together a comprehensive selection of theservicesmost in demand in vehicle sales:warrantyextension for newandused vehicles,gap,tyre Insu-ranceandRoadsideassistance.

► warranty extension for new vehicles: extends thevehicle’s warranty period, in accordance with the clients’specifications,forrepairorreplacementofmechanical,elec-trical and electronic partswhichprevent the vehicle fromoperating correctly. It comes into force once the manu-facturers’warrantyexpires

►warrantyextensionforusedvehicles:coversthefi-nancial risk in theeventofamechanical, electricalorelectronicfailureoccurringtothevehiclewhileunderwarranty.Itisusedasanextensionofthewarrantyissuedbythesecondhandvehiclevendor

► gap: provides protection against financial debt arisingfromthetotallossofthevehicleduetoaccident,fireortheft,andcomplementstheinsurancecompany’scompensation,increasingtheclient’sprotection,custo-merloyaltyandthecompany’sprofitsandrevenues

► tyre Insurance: guarantees the most appropriateprotectionintheeventofatyreblowoutorpunctureandincludesroadsideassistanceinthissituation

► Roadsideassistance: this covers any unforeseenincident on the road occurring to the passenger vehicleandischosenbyalltypesofcompaniestobeincludedasanaddedvalue for their clients. Includesreplacementvehicle

theagencynetworkandthedealers.Theseelementscon-sistof:informativeleaflet,productfiles–theseincludethetechnicalspecificationsforeachproduct–,conditions,rates,bookletandposter.

GÁboR tAlMÁCSi PRESENtS thE EURoPEAN MotoR PACK iN hUNGARY

apfRe waRanty hungary was the first europeancompanytopresenttheneweuropeanmotorpacktoits dealers. for this purpose, on4 july it organisedacommercial event at Budapest technical Universitywhichwasattendedbygábortalmácsi,125ccworldmotorcycleChampionandoneofthecountry’slea-ding sports personalities,who lent his support totheproject.

Accompanied by Alejandro Boutin,DeputyDirectoroftheEuropeRegio-nalDirectorate,JavierGómez,EuropeanCommercial Networks Manager, andGeorgySzirtesi,GeneralManageroftheHungarianbusinessunit,theworldcham-pionexplained:“EuropeanMotorPackoffersanunbeatableopportunitytoboosttheinsu-ranceandmotorsectorsinthiscountry.IwouldliketothankMAPFREASISTENCIAforitscom-mitment to developingfirst class products andservicesforHungaryandtherestofthecountriesinwhichitispresent”.Duringtheevent,whichwasat-tendedbyoverahundredMAPFREWARRANTYHun-garyclients,GeorgySzirtesiexplainedthatHungaryhad

beenchosenasthecountryinwhichtolaunchEuropeanMotorPackduetothetremendousstrategicimportanceofthiscountry’smotorsectorforMAPFREASISTENCIA.

Also, referring to the advantages offered by this set of solutions, hehighlighted:“EuropeanMotorPackwillcontributetothedevelopmentandmodernisationoftheHungarianinsuranceandmotormarket,aswellastotheprogressofallthecompaniesandprofessionalswithinthesector”.

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TheEuropeanMotorPackpresentation

AlejandroBoutín(left),

GáborTalmácsiandJavier

Gómez

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PostercreatedforthelaunchofEuropeanMotorPackinHungary.Thiswasgiven,togetherwithothermerchandisingelements,tothedealersattendingthepresentationevent.Thetranslationoftheinformationcontainedinthisposteristhefollowing:“Thebestsolutionforthemotorworld.EUROPEANMOTORPACK.TalmácsiwithMAPFREWARRANTY,theEuropeanleaderininsuranceandmotorservices”

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n 7 October Rafael Senén, Chairman of MAPFREASISTENCIA,officiallyinauguratedthemultinationalcompany’srepresentativeoffice inDubai,whichcu-

rrently focusesonprovidingassistanceservices tothe in-surance,financeandmotorsectorsinitsareasofinfluence,theUnitedArabEmiratesandOman.Inthemediumterm,the company plans to launch theMechanical BreakdownWarrantyandGAPInsuranceproducts,aimedatlargedea-lergroupsinthemotorsector,afastexpandingindustryinthisemirate.

The actwas attendedby the SpanishAmbassador to theUnitedArabEmirates,ManuelPiñeiro.Inhisspeech,theAm-bassadorhighlightedthefactthatDubaiandSpainenjoyanincreasinglyclosecommercialandinvestmentrelationshipsandadded:“ThisMAPFREASISTENCIAofficewillstrengthentheselinksevenfurther”.TheactwasalsoattendedbytheSpanishConsul,VicenteCacho;theAttachétotheSpanishEmbassy’sCommercialOffice,ManuelValle;aswellastheseniormanagementof leading local and international in-suranceandmotorcompaniespresent intheUnitedArabEmirates.

In his inaugural speech, Rafael Senén emphasised “thetremendous business opportunities and new marketingchannels this commercial office offers our multinationalcompany”,whichtakesthetotalnumberofsubsidiariesto43.TheChairmanofMAPFREASISTENCIAaddedthattheGRUPOMAPFREcompanyisextremelyproudtoformpartofthismarketandparticipateinitsdevelopment.

AlsopresentonbehalfofMAPFREASISTENCIAwere JoséManuelMartínez,DirectoroftheAsia,MiddleEastandAfri-ca RegionalOffice; EssamAlAwami, GeneralManager ofGULFASSIST;NabilAlMukharriqandMoezBergaoui, theCommercialandFinanceDirectorsoftheBahrainsubsidiary,andAdibKamel,GeneralManageroftheDubaioffice.Adib,whohasextensiveexperienceinthecommercialareaofthemotor industry,highlightedthegreatpotentialofDubai’seconomyandstated:“Wearecommittedtoprovidingour

clientswiththehighestlevelofservicethrougharangeofproductsdesignedtomeetthevariousneedsofourcom-mercialpartners”.

InadditiontothisrepresentativeofficeinDubai,whichisexcellentlylocatedjusttenminutesfromtheairportinone

of thecity’sfinancial areas,MAPFREASISTENCIAalreadyhadtwoothercompaniesintheMiddleEast,specificallyinBahrainandJordan.

Over the lastfiveyears theeconomyof theUnitedArabEmirateshasseenanannualgrowthof5.62percent.Thiseconomicexpansionisreflectedinthedynamicactivityofanumberofsectors,suchasconstruction,themotorindus-try,financialintermediationortourism,andoffersexcellentopportunitiesforcompaniessettingupinthisregion.

Withaneconomybasedpredominatelyonoilandgas,theSultanateofOmansawagrowthof6.5percent in2007andGDPisexpectedtoreach9.3percentin2008.Thego-vernment plans to diversify the economy towards othersectorswhichwillcontinuetofurtherthisexpansion.

thenewcontactdetailsofthisrepresen-tativeofficefortheUnitedarabemiratesandomanare:

emiratesIslamicBanktower3rdfloor,office#312p.o.Box:117921Dubai-Uaetel.:+971-42942666fax:+971-42942333

official inauguration of

the dubai representative

office

Nabil Al Mukharriq (left.), Moez Bergaoui, Rafael Senén, Essam Al Awami, Adib

KamelandJoséManuelMartínez

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ASISTENCIA’sUKbu-sinessunithasexpandeditsmanagementteamwiththeappointment of SebastiánKaisin as General Manager

andDavidParrondoasDeputyGe-neral Manager and Finance Direc-tor.Theunit’sstaffnowconsistsofGregorio R. Santos, CEO; the twopreviously mentioned new direc-tors and Nancy Rignall, who hasalso been promoted to DeputyGeneralManagerandwillcontinuetoperformherworkasCommercialDirector.

Theaimof theseappointments is to reinforce theunit’smanagementstructureandtheefficiencyof itsmanage-mentteam,speedingupthedecisionmakingprocessandprovidingnewresourcesinstrategicareasofthisMAPFREASISTENCIAunitwhichoperatesindependentlyas

itdoes

notformpartofanyofthefourregional

directorates.

The

newlycreatedpositionofGeneralManagerwill

bethe

responsibilityofSebastiánKaisin,aged45,who

since2006

was General Manager of BENELUX ASSIST.

Associated

withtheassistancesectorsincehestartedoutinthepro-fessionalworld,beforejoiningMAPFREASISTENCIAhewas

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director

andmanagerforEurope,AsiaandAfricaofEuro-peadeSegurosandbeforethatdirectorinArgentinawithUniversalAssistance.Agraduate inMedicineandSurgery,IESEManagementProgrammeIV,hecompletedhistrainingwith courses in theCommercial, Finance andAccountingandMarketingareas.

David Parrondo, aged 35, takes overmanagement of thefinance area after almost 4 years as Finance Director ofMAPFREWARRANTY Italy.A graduate in Economics andBusinessStudiesfromtheUniversityofMalagaandwithamasterinAccountsAuditing,hejoinedIBEROASISTENCIAArgentinain1999asaninternalauditorforBrazil-SouthernCone,andin2001joinedtheInternalAuditingDepartmentat the company’s headquarters,wherehe remaineduntilmovingtoItalyin2004.

MAPFREASISTENCIA UK is divided into two companies:MAPFREASSISTANCEandMAPFREABRAXAS.Thefirstofthese, with headquarters in London, is highly specialised

incertainproducts,

for

exampletravel insurance,andhas

extensive opportunities

with the British reinsurance

in-dustry.MAPFREABRAXAS,

based inBristol,hasrenowned

prestige in the insurance

market for multi-brand dealers

andvehicle

manufacturers

inthesaleofGAPandPayment

Protection Insurance

(PPI),

among others. It is currently

workingon consolidating the existingbusiness and laun-chingnew

products.

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British business unit participated in the annualconventionoftheAssociationofBritishTravelAgents(ABTA), theBritish tourist industry’s leadingevent,whichthisyearwasheldinLasPalmasdeGranCa-naria(Spain)andwherethecompanypromotedits

travelinsurance.

MAPFREASISTENCIA,whichhasbeenpresentintheUni-ted Kingdom since 1999, had its own stand in theTalkZone,abusinessareafromwhichitinformedonitstravelinsuranceproducts,asegmentinwhichitspecialisesandwhichitoffersintheUnitedKingdomthroughtailoredtra-velinsuranceforgroupsandprivateindividuals–includingtravelassistanceandclaimshandingservices.Theconven-tion also enabled the company to carry out commercialactivitieswithpotentialclientsaswellastomeetupwiththepresentmembersofitsportfolio.

Attheevent,whichwasattendedbyLeireJiménez,TravelAssistanceandInsuranceManager,andTammieGoh,Busi-

nessDevelopmentManager,andcoincidingwiththechan-gestotheregulationsgoverningthesaleoftravelinsuranceeffective in theUnitedKingdom from2009whereby theFinancial Services Authority will make it mandatory fortouristcompaniesmarketingthisproducttoprovidetheirstaffwithspecifictraining,MAPFREASISTENCIApresenteditsnewonlinetrainingandtravelinsuranceclaimsmanage-menttools,bothofwhichwillproveessentialfordistribu-tingthisproductfromnextyear.

TheMAPFRE

ASISTENCIAUK

teamwelcomes

agentsfromCo-op

Travel,aleading

groupoftravel

agencieslinkedto

thebankwiththe

samename,atthe

company’sstand

Sebastián

Kaisin

PRoMotES itS tRAvEl iNSURANCE At thE AbtA CoNvENtioN

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MAPFRE ASiStENCiA presented its new online training and travel insurance claims management tools.

“WearedelightedtobeabletooffertheBritishtravelindus-tryawiderangeoftailoredtravelinsuranceproducts,inclu-dingsomeofthemostinnovativesolutionsavailable,fullypreparedfortheupcomingmarketregulationin2009.Thesuccessofourstand,whichwasoneofthemostvisitedattheconvention,clearlyshowssector’sinterestinouroffer”,declaredGregorioR.Santos,CEOofMAPFREASISTENCIA’sbusinessunitintheUnitedKingdom.

TheAssociationofBritishTravelAgentswassetupin1950and today,with around1,500members fromall areasoftheBritish tourist industry, it is the largest association initssectorintheUK,thebirthplaceof,amongothers,travelinsuranceandthemosthighlydevelopedandcompetitiveEuropeanmarketinthisproduct.

anD paRtICIpateS Inan eventoRganISeD BytheSpanISh ChamBeR of CommeRCe In the UnIteDkIngDom.

In addition to participating in theABTA convention, theLondonofficewasoneofthecompaniesinvitedtoaninsti-

tutionaleventorganisedbytheSpanishChamberofCom-merceintheUnitedKingdomandthewatercompanyBris-tolWaterstopromoteandstrengthencommercialrelationsbetweenSpanishandBritishcompanies.These internatio-nalisationactionsorganisedbytheChamberofCommercealsoaimtopositionSpanishbrandsoperatingoutsidetheirhomecountry.

Theeventconsistedofaday’sfishinginChewValley,oneof theBristolWatersnature reserves,andguests includedrepresentativesofanumberofSpanishcompaniesalsopre-sentintheUnitedKingdom-TelevisiónEspañola,CaixaGa-liciaandHotelesBarceló,amongothers-aswellasBritishcompanies.

he Institute of Transport Ma-nagement (ITM) has awardedMAPFRE ABRAXAS, MAPFREASISTENCIA’s UK Unit, its

mostprestigiousaward,“MotorIndus-tryCompanyoftheYear2009”,inre-cognitionof itsoutstandingcontribu-tion to “successfully feeding revenueinto theautomotive sector atdealer-shiplevelandboostingtheproductivityoftheautomotiveindustry”,accordingtothepressreleaseissuedbytheITM.

TheInstituteofTransportManagementalso highlights MAPFRE ABRAXAS’scommitmenttocustomerserviceandits ability todiversifyandadjustpro-ducts and services to suit the needsof the automotive market, given thecurrent economic climate affectingthe sector. Patrick Sheedy,Media andPRDirectorfortheITMsaid:“MAPFRE

ABRAXASstandsapartfromthecrowdintheautomotiveindustryasawholeand we wholeheartedly recommendthecompanyasarolemodel”.

GregorioR.Santos,MAPFREABRAXASCEO, said:“We are truly delighted tohave been awarded theMotor Indus-tryCompanyoftheYearaward,whichjoins the “Automotive Insurance Pro-vider” award presented to us by theInstitute last year.Winning the BestMotor Industry Company of theYear2009 has beenmade possible thanksto the commitment and expertise ofourstaff.BeingrecognizedasTHEeli-teMotorCompanyintheUKissuchagreatrewardforallthehardwork”.

The Institute of Transport Manage-mentistheleadingUKinstitutionde-voted to analysis and research in the

transportsectorinthefieldsofAvia-tion,Automotive,MaritimeTransport,Logistics, Technology and Communi-cations and the Environment. In the2009editionofitsprestigiousawards,MAPFREASISTENCIA’s UK companycompetedagainsttopcompaniesinthe industry such asVolkswagen,Nissan and the finance companyCarlyleFinance.

MAPFRE AbRAXAS RECEivES thE “MotoR iNdUStRY CoMPANY oF thE YEAR 2009” AWARd FRoM thE

iNStitUtE oF tRANSPoRt MANAGEMENt

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arketing Segurviaje as a travel assis-tance service is carriedout througha commercial office located inthe capital of the country andthroughasalesteam,whichcu-

rrently consists of four people, led byMaría Elena Cruz (seeAppointments)andwhichwillbeexpandedwith twomorecommercialagents forthecitiesofGuayaquilandCuenca.

This team’smain task is tomake thisproduct known to potential clients-travel agencies and companies- andposition it within the tourist sectoras a service which can be tailored tothe customer’s request and also offersdifferentproductsbasedonthetypeoftravelactivity-HuntingandSafari,Golf,Ski,AdventureSports,StudentTravel,Hi-kingandCamping.

SegurviajeismarketedinalmostallthebusinessunitsofMAPFREASISTENCIA’sLatinAmericaRegionalOffice.Thisisastrategic product and the company isinvestingstronglyinbrandpositioningand high street sales points close toareasof interestwhich, togetherwithitsownsalesforcefortravelagenciesandclients,will enable it toobtainasignificantsalesvolume.

According to theWorldTourismOr-ganization, in 2007 the Ecuadorianmarket obtained revenues of 637million dollars from internationaltourism.

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Segurviaje

AnaMantilla(izq.),

CristinaLiger,

MaríaElenaCruzy

DanielGudiño

his Congress was held in thecapital of Nicaragua from 19to 22 October and MAPFREASISTENCIA’s company in this

countrywasresponsibleforthetravelassistanceserviceforthe300partici-pants, seniorexecutivesof insuranceandreinsurancecompaniesoperatingintheregion.

Organised by the NicaraguanAsso-ciation of Private InsuranceCompa-niesANAPRI, the title of this year’scongress was Natural Catastrophesin the region, and the internationalguestspeakersdiscussedaspectsre-latingtothecurrentclimatechange.

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NiCASSiSt provides travel assistance at the 22nd Congress of insurers of Central America, Panama and the Caribbean

Now in Ecuador

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ERÚASISTENCIAhasbeenmarketingtravelinsuran-cesince2007mainlythroughlocaltravelagencies.Itsrecentactionstopromotethisproducttothegeneralpublic,peoplewhovisittheseagenciestomaketheir

travelreservationsandalsotakeouttheirinsurance,includethecampaign launched inOctober tomark thearrival inthecountryofthebandsREMandLosFabulososCadillacs.Thesystemusedwasverysimple:foraminimumamountspentonSegurviajetravelinsurancepurchasedthroughoneofPERÚASISTENCIA’sassociatetravelagencies,customersreceivedaticketfortheconcertoftheirchoice.Simpleandeffective!SoeffectivethattheticketspurchasedbyPERÚASISTENCIAsoldoutandthecampaignachieveditsgoal:tocontinueexpandingandpromotingthisproductthroughtheretailchannel.

PInadditiontothisactivity,thePeruviancompanyalsoca-rriedoutanadvertisingcampaignaimedattravelagenciesinalocaltravelmagazine.Thecampaignconsistedoffiveadverts,eachexplaininganadvantageofSegurviaje,whichalsorepresentbenefitswhichtheseagenciescanoffertheirendcustomers.Theseare:

PERÚ ASiStENCiA

Thefinal activity carriedoutbyPERÚASISTENCIA topromoteSegurviajeinrecentmonthswasitsparticipationforthesecondtimeintheVisitUSAworkshop.ThiseventisorganisedbytheorganisationVisitUSACommitteePeru,whichaimstosupportandpromotetheUnitedStatesasatouristdes-tination,inthiscaseamongPeruvians.

VisitUSACommitteePeru isoneof the leadingVisitUSAgroups inLatinAmerica and currently has over 50 members, including wholesale travelagencies,retailtravelagencies,airlines,vehiclerentalcompanies,assistancecards,specialistpress,UStourismoffices,cruises,globaldistributionsystemsandlanguageinstitutes.

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MAPRE ASiStENCiA UK Registers with CompeteFor,

the site for the 2012 olympic Games

APFRE ASISTENCIA UK has registered withCompeteForinordertogainaccesstobusinessoppor-tunitiesrelatingtothe2012OlympicandParalympicGames,tobeheldinthecityofLondon.CompeteForis the London 2012 site for publication of Games-

relatedbusinessactivities,andactsasanintermediarybet-weenbuyersintheentiresupplychainforLondon2012andpotentialsuppliers.CompeteForalsoprovidesaccesstobusinesssupportservi-ces,aswellasrecruitmentandtrainingtoensurethatBritishcompanieshaveaccesstobusinessopportunitiesrelatingtotheorganisationoftheLondon2012OlympicGames.

MRegistering on this site allows MAPFRE ASISTENCIA tobid foranycommercialoperationwithin its sector,whichmeansthatithasmorepossibilitiesofbenefitingfromallthe options that may arise from these Olympic Games.Itwill also receiveautomaticnotificationofanybusinessopportunity,whetherneworupdatedexistingopportuni-ties,whichmatchestheirbusinesscategory,althoughitwillalsohaveaccesstoalltheothersectors.

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n7October,MAPFREASISTENCIA’sagencyinIrelandheld its 17thAnnual Suppliers Conference and FairinAthlone, CountyWestmeath, Ireland. This year’seventwasattendedbyover210delegates from its

vehicleandhomeassistanceprovidernetworks,aswellasBritishandIrishmotorindustryexhibitorsandsomeofthecompany’smaincorporateclients.

The Network Director, Philip Barnes, opened the indoortraining session by talking about the team’s global per-formance,theratingsystem,thelevelofactivity,mattersrelatingtosafe-ty and hygiene,andthenewde-velopments be-ingcarriedout.

Customer ser-vice and stressmanagemen tplayedanessen-tial part in thisyear’s trainingp r o g r a mm e ,aimed at theVehicle Rescueagents.Theenvi-ronment withinthissectorisbe-coming increa-singly perilous,with tow truckdrivers facingdifficult situationsandcus-tomersontheroads.Theguestspeaker,DermotMcConkey,an expert in customer service development and training,gaveatrainingsessionentitledHow to handle difficult cus-tomers. Stress management in the work environment.Thissessiondescribedanumberofmethodsfordealingwiththestresscausedbythedifficultsituationsandcustomersthatneedtobehandledinroadsideassistanceservices,inorder

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MAPFRE ASiStENCiA ireland17th Annual Suppliers Conference and Fair

to achieve a quality service and customer satisfaction. Itshowedthenegativeeffectsofpoorcustomerserviceandprovidedexamplesofgoodpracticesthattowtruckdriversshouldintroduceintheirdailywork.

Alltheassistanceoperatorsalsoreceivedcustomerservicetrainingfocussingontelephonecustomerservice,commu-nicationandhandlingofcomplaints.

Philip Finnegan, ofTravellers InsuranceCompany Limited,a client company of MAPFREASISTENCIA Ireland, spokeabouttheinsurancerequirementsofthemotorsectorandhighlighted someof the risks and losses thatmayoccur.Thisprovedtobeanextremelypositiveconferenceforthetowtruckdrivers,whogreatlywelcomedinformationfrom

a specialist on thismatter.

The outdoor trainingincluded an exhibi-tion by Peugeot Ire-landonhowtoiden-tify technical issues.The company useda range of its vehi-clesandprovedtheirusefulness when itcomes to providinginformation on themost recent techni-cal changes in thesevehicles. Other exhi-bitionsweregivenbythe towtruckdriversEamonKellyandDe-

rekBehan,whoshowedhowtoperformmotorcycle,over-turnedvehicleandparkedvehiclerescuesusingtheirspe-cialistequipment.

Thedayendedwithalunchfollowedbythepresentationofawardstothebestvehicleandhomeassistanceprovidersby theGeneralManager ofMAPFREASISTENCIA Ireland,MarcoMagliocco,who thanked all thenetworkprovidersandstafffortheircommitmenttoachievingasuperiormo-delofservice,whichisresultinginahigherlevelofbusinessactivity.MarcoMagliocco said:“We all need to focus on

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ibERo ASiStENCiA Philippines

launches its auto club web page

costcontrolandefficiencyinthesetimesofchange.Asweapproach2009,wewanttolaunchanewcombinedproductonthemarket, aimedat the retail sector, calledEuropean Motor Pack, which will createnew opportunities for earnings.We alsoplantointroduceourFuturasysteminallourproviders.“

Theawardtothehomeassistancesupplierof

theyearwasreceivedbyAndyMahon,of

AndyMahonBuildingServices,CountyKildare.

MarcoMaglioccopresentsthevehicle

assistance provider of the year award to Ken

Morgan,ofAutocheck,Dublin

astyear, IBEROASISTENCIAPhilippines launchedanambitiousproject: settingup itsownautoclub (seeSIAM NEWS 28), which has just published its webpage:www.iberoautoclub.ph.Achannelforcommu-

nicating with the company’s customers and the generalpublicwhichcontainsfullinformationonthisprojectwithan attractive design and logically structured, accessiblecontents.

Themain navigation bar contains the sectionsWelcome, Who is IBERO ASISTENCIA Autoclub and Expertise and Expe-rience.The first two sections describe the auto club andthecompanyitbelongsto-IBEROASISTENCIAPhilippinesisthecountry’sleadingroadsideassistancecompanywho-seclientsincludemajorfirmssuchasBMW,Porsche,Ford,MazdaandVolvo-andthevision,missionandvaluesofthisproject, always aimed at achieving customer satisfactionbyproviding thebest service, stayingonestepaheadandmeetingtheirexpectationsinaccordancewiththestrictestqualitystandards.

Expertise and Experience, in addition to describing thecompany’sexpertiseinitssector,providesavisionofallthecompany’s clientswith imagesof their logos aswell as a

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descriptionof the full provider network’s efficiency -fromdifferenttypesofplatforms-towtruckstomedicalcentres-whichmeetclients’variousneeds.Itincludesanalbumwithphotographs of all the team of breakdown vans and towtrucks.

The left-handpart is reserved for a lateral navigation co-lumnwithahierarchicaltreecontainingthefollowingmo-dules:About us -with the threemain sectionsof thewebpage-;Membership benefits,forbothvehicles-suchasmi-noron-siterepairs,towingofvehicleandlocationofspareparts-,andforthedriverandtheircompanions-accommo-dation,transportof luggageandrelayofurgentmessages,amongothers-aswellastheexclusiveservicesavailabletomembers -discounts in a network of establishment part-ners-;FAQ’s,whichconsistsofsometwentyquestionsandanswersaboutthecompany,theclub,itsbenefits,theareasofthecountryitcovers,howtojoin,whathappensintheevent of different circumstances thatmay arise, the cost,etc.;In the news,whichcontainsnewsandpressreleasesontheclub;andContact us,whichisthecontactchannel,viae-mailandtelephone,betweenmembersandtheclub.Italsoenablesmemberstosendtheirsuggestionsandcommentswithfeedbackontheirexperienceswiththeseservices.

ost& Found is one of the productsMAPFREASIS-TENCIA wants to promote throughout the comingyear,especiallyintheLatinAmericaRegionalOffice,astherearealot of young

airlines in this partof the world forwhich this serviceisofgreatuse,andalsothemultinatio-nalhasatelephoneplatform in thispart of the world,CISA (located inUruguay), which isspecialised in thisproduct.

Published by theCommercial&Mar-keting Directoratein collaborationwiththeLatinAme-ricaRegionalOffice,

LNew lost & Found brochure

thisbrochureisdividedintofoursections:Services, Ad-vantages for your airline, Cutting edge technology and MAPFRE ASISTENCIA’s guarantee and experience.The-seofferairlinesacompletevisionofthisproductandwhatMAPFREASISTENCIAcanprovide.

Inshort,asupporttoolfortheLatinAmericaRegionalOffice’s commercial teamwhichcanbeextended toanyotherregionaloffice,andwhichwillservetoconti-nueaddingnewbenefitsforMAPFREASISTENCIA.

lost & Found is an assistance service which locates lost luggage in any airport worldwide

t is essential for the activity of the commercial teams of the variousMAPFREASISTENCIAbusinessunitstohavethenecessarytoolswithwhichtocarryouttheirwork.There isawiderangeofalternatives-commer-cialorinstitutionalpresentations,generalcatalogueandspecificproductcommercialbrochures,posters,audiovisuals,thewebsiteitself,etc.Inthe

caseofthemultinationalmostofthesetoolsareprovidedbytheInternationalCommercial&MarketingDirectorate and then adapted by each subsidiary,aseachmarkethasitsownrulesandtheirobjectivescannotbeattainedbysimplytranslatingtextsliterally.

InthecaseoftherecentlycreatedAlgeriancompany,inthisissuewereporton thecreationof its commercialbrochure,designed in linewith thepa-rameters established by the company’s headquarters and adapted to thecompany’slocalactivityasitcurrentlyfocusesondistributionofroadsideandtravelassistance.

Thecompanyhasalsocreatedaspecificsetofcommercialtoolsforroadsideassistance,specificallythebrochure and the card& sticker for vehicles,which it has personalised and distributed for its client insurancecompanies(seepage44).

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AlGERiE ASSiStANCE publishes its commercial

brochure

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