Vienna Insurance Group established its own assistance company in the Baltics

9 November 2020 — Cosmin CONCEATU
Vienna Insurance Group (VIG) announced the establishment of Global Assistance Baltic, continuing to expand its own service companies. The group's own assistance services will now be used in ten countries.

According to VIG's press release, the group sees the creation of added value as an important opportunity to enhance its customer positioning. Value-added services are growing in importance, as they increase the frequency of contact between insurance companies and their customers and the day-to-day relevance of insurers.

Elisabeth Stadler, General Manager of Vienna Insurance Group, said:

"By offering the sort of added value not typically associated with an insurance company, alongside our core task of covering risks, we are able to strengthen customer loyalty and their preference for our brands."

VIG has moved away from offering assistance services through third-party firms, instead using its own companies to provide such support. The Group took the first step towards this goal in 2013 with the acquisition of Global Assistance in the Czech Republic. This was followed by companies in Slovakia, Bulgaria — from where Serbia and North Macedonia are also serviced — Romania and Poland, and now the coverage of the Baltic states.

Elisabeth Stadler added:

"Providing the entire process from the insurance offer to claims management and assistance services from one source is a clear added value for us. This enables us to significantly influence and further optimize service quality by controlling the process cycle of claims management from the first contact to the compensation payments."

Based in the Latvian capital Riga, the new Baltic assistance company will handle all currently relevant assistance services for motor, travel and household insurance for VIG's Group companies in Latvia, Lithuania and Estonia by the end of 2021. As a result, VIG will provide assistance services to customers through its own companies in ten countries.

During 2019, a total of around 400,000 cases were processed. However, due to the COVID-19 pandemic, the group has handled fewer cases in the first half of 2020 — about 160,000.


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