With its local subsidiaries operating under the “Global Assistance” brand, Vienna Insurance Group (VIG) is the leading assistance services provider in CEE. VIG offers around 150 services to both group and third-party clients, now operating in 18 markets following its recent launch in Albania.

Value-added services are playing an increasingly important role in the insurance industry. They not only strengthen customer loyalty but also respond to rising expectations for modern insurance solutions. 

“We recognized at an early stage how important it is to create added value through additional benefits to existing insurance coverage. This increases both frequency of contact and loyalty to our local brands,” Gábor Lehel Member of the Managing Board and Chief Innovation Officer said.

VIG consciously relies on its own service companies to provide the entire process chain from a single source, covering everything from insurance payments to claims processing and assistance. “By overseeing the entire value chain, we can significantly influence and constantly optimize service quality. This is a clear win-win situation for both our customers and our companies,” Lehel added.

Since founding its first assistance company in the Czech Republic in 2014, VIG has constantly been growing its network. Today, twelve companies with a workforce of over 800 employees provide services to both Group customers and third-party clients in 18 countries. The expansion into Albania ensures seamless support from the Baltic Sea to the Mediterranean. Growth was systematic, with the Czech Republic being followed by Slovakia, Bulgaria (including support for North Macedonia, Kosovo and Albania), Romania (including Moldova), Poland, Latvia (for all Baltic states), Georgia, Serbia (including Bosnia-Herzegovina), Croatia, Hungary and Austria.

Using dedicated assistance companies has proven to be effective, with more than one million assistance cases now being handled per year. The extensive portfolio of around 150 services covers areas such as automotive, health, household, travel, legal, cyber and IT and concierge services, all of which can be booked independently of an insurance policy or of being an insurance company customer. Services range from roadside assistance and services from tradespeople to medical second opinions and air ambulance bookings and even includes legal assistance for cyber bullying or organizing funerals. Concierge services are also available for restaurant reservations and booking concert tickets.

The assistance companies have an extensive network of partners and a robust infrastructure with more than 4,500 towing vehicles, 800 emergency vehicles, 25 ambulances and a dedicated air-ambulance jet reflecting the high service standards. A proprietary software system enables digital interconnection of assistance cases across the participating countries, ensuring rapid, targeted cross-border support and leveraging synergies. Broad language coverage is also a particular focus with more than 20 languages being spoken within the service units. For example, if a Polish lorry driver breaks down in Serbia, they will receive support in their local language – further proof of customer proximity and a focus on service.