In a world where people are increasingly mobile (studying abroad, working holiday visas, expatriation, business trips, tourism, etc.) assistance requirements are becoming more varied. New consumer trends (the sharing economy in particular) have brought about different requirements in terms of insurance and assistance. New types of cover are now required, for mobile digital devices for example. APRIL Assistance (formerly CORIS), a subsidiary of the APRIL group specialised in assistance, offers services which match its customers' requirements as closely as possible and is constantly evolving to adapt to these new trends.
The APRIL group's assistance activity is today organised into 12 main call centres which are completely integrated and operational 24/7. These call centres are strategically divided over 3 continents: Europe, Asia and the Americas. In addition to this organisation there is a network of over 150 agents on hand to help customers locally. In order to fully master the whole of the assistance chain, APRIL also draws on an established network of service providers (hospitals, clinics, ambulance services, taxis companies, etc.) which is constantly being updated. As for APRIL's insurance partners, they benefit from having an overall picture of the whole of the value chain (technical risk, product design, distribution, claims handling, assistance). As such APRIL offers all the advantages of a 'one-stop shop' able to operate in all or part of the insurance activities.
A network which draws on global experts
With operations on 5 continents, in 33 countries, our network's case handlers can deal with their customers in 30 different languages. The teams are composed of APRIL assistance handlers and local agents. In order to control operations and ensure regular updating of these service providers, APRIL has a monitoring team composed of 4 regional managers (in Paris, Bangkok, Mexico and Sao Paulo) who are in charge of a team of 'Country managers'. The latter are responsible for recruiting, controlling and running the network of service providers to make sure they are in line with our customers' requirements,in terms of geographical distribution, professional skils or optimisation costs.
A global assistance network with 12 call centres operating 24/7 managed through 3 expatriate case handling and customer service hubs:
- Europe (Paris, Ljubljana, Zagred, Belgrade, Warsaw, Bucharest, Sofia, Istanbul)
- Asia (Bangkok, Beijing)
- Americas (Miami, Mexico, Sao Paulo, Bogota)
An international network of 20,000 service providers (hospitals, clinics, ambulance services, etc.)
A collaborative case handling tool to offer better support to customers
For several years, APRIL has consolidated its processes and its tools in order to deliver a seamless service to customers. Implemented world-wide in all our call centres, Cosmos is a solution which combines a tool to manage assistance cases, a shared database of service providers as well as a reporting and business intelligence tool. Today, thanks to Cosmos, all the group's teams can share customer cases through a single computerised platform to ensure efficient monitoring and better cost management.