CASE STUDIES

Astrum Assistance Alliance supports its members and their customers in many different ways. See below for some examples.


Providing an international infrastructure to facilitate cross border insurance business

 


A major German travel insurer wanted to offer its products in other European countries without having to open local offices.

The challenge
The major challenge was to establish international sales channels with a national focus, particularly in relation to claims handling services. End customers needed a local point of contact to which they could report damage, make claims or submit enquiries about their insurance products.

The solution
Thanks to Astrum Assistance Alliance and its members, front-line customer service offices were established in ten European countries. Native speakers and standardized processes ensure that all relevant procedures can be managed from the back office so that high levels of quality can be guaranteed.

The benefits
* One point of contact for all markets
* Proven networks familiar to the insurer
* Cost control structures, including for international customers, which enable the insurer to offer inexpensive premiums.


Providing Europe-wide mobility services

 


An international car rental company wanted to re-structure its breakdown services in Europe. Quite an ambitious goal: a 24-hour breakdown service for the whole of Europe.

The challenge
To reduce the complexity associated with a range of service providers and to harmonize processes.

The solution
Astrum Assistance Alliance and its members were able to help. In this case, a central service agreement with one Astrum member was sufficient to provide the rental company with 24-hour mobility services in several central European countries. This was based on centrally- agreed procedures across the whole territory, with the rental company’s head office providing a single point of contact.

The benefits
* One point of contact for all markets
* Standardized reporting and fast processes
* Procurement advantages
* Trusted quality of service


Serving a multinational insurance client’s assistance needs

 


A major European insurance broker needed a multinational assistance solution for its client, a European airline, which was considering selling travel insurance to its passengers.

The challenge
The insurance solution needed to cover passengers from various European countries with a single, standardized and high quality approach to medical and personal assistance

The solution
Astrum was able to offer a common assistance platform, providing superb multilingual international travel assistance services that were tailored to specific insurance portfolios.
The service levels were agreed centrally. At the same time, Astrum’s cost containment networks helped to keep medical claims costs as low as possible.

The benefits
* One point of contact for all markets.
* Local assistance solutions in the language of the end customer.
* High level assistance quality product from a trusted system.
* One central service level agreement.
* Lower net medical expenses, based on discounting and cost control interventions.


Joint purchasing & exchanging market expertise

 


Astrum Assistance Alliance provides a platform that combines a range of purchasing options with an exchange of best business practices.

The challenge
An example is the American medical cost containment market, where international patients and insurers face significant financial risks.

The solution
The Alliance has taken a coordinated approach since 2009. US cost containment methodologies and results from a range of channels are constantly benchmarked within the group. At the same time, new solutions and product innovations are explored on behalf of the Alliance. Indeed, the average savings outcomes for our American claims cases have improved constantly over the past 6 years, optimising our position in the international marketplace. The impressive consolidated US claims volumes represented by Astrum Assistance Alliance provide a solid basis for negotiation and help us to secure the best possible market conditions for our members.

The benefits
* Lower net medical claims expenses, based on discounting and cost control interventions.
* Lower local network access fees.
* Highest services levels for travellers in need of medical assistance and financial reassurance.