OPCION inglés 12/3/05 05:47 Página 1 OPCION inglés 12/3/05 05:47 Página 2 BRASIL ASSISTNCIA advertisement after receiving the “Gestão de Fraudes – A Difusão da Ética do Mercado Segurador” (Fraud Management – Dissemination of Ethics in the Insurance Market) Award at the ANSP 2004 Awards (see page 15) Segurviaje Schengen is launched OPCION inglés 12/3/05 05:47 Página 6 S I S T E M A M A P F R E New SISTEMA MAPFRE structure Effective from 1 January 2005 On 23 September last, the Board of Directors of MAPFRE Each General Territorial Directorate will manage an average of MUTUALIDAD, the SISTEMA MAPFRE’s parent company, 50 direct offices and 300 delegate offices, with over 600,000 approved the proposal submitted by its Chairman, José Manuel clients and 1 billion euros in premiums. Martínez, to introduce a wide range of strategic decisions and appointments which mean significant modifications to Grupo The new appointments involve the promotion to Sub- MAPFRE’s corporate and management structure. Headquarter Manager of 27 territorial managers with an avera- ge of 43 years of age and of 18 years’ experience with MAP- These measures, which affect the Territorial Structure, The FRE. Sistema’s Common Central Services and a number of Business Units, are a continuation of the ones adopted over the last two The objectives of this new structure are to bring the MAPFRE years, with a view to renewing the SISTEMA MAPFRE structu- Network into line with the present size of the Sistema in Spain, res, enhancing efficiency and the coordination of its activities improve efficiency and customer service attention, simplify the and to strengthen customer orientation in all the Sistema’s distribution structures strengthening the joint offer of products structures, especially those of the Territorial Network. and services of the various Sistema companies, reinforce the Network’s professionalism and substantially extend the number MAPFRE Network of offices and intermediaries. Santiago Gayarre Bermejo, CEO of MAPFRE MUTUALIDAD, has been appointed head executive of the Sistema’s unified Common Central Services Network (MAPFRE Network), with the collaboration of Juan The structure of the Sistema’s Common Central Services has José López Peña, appointed Deputy Managing Director of MAP- been redefined, introducing the following innovations: FRE MUTUALIDAD. • Elimination of the Functional Units, which are repla- In accordance with the New Territorial Structure Plan approved ced by a flexible structure of Areas and Sub-areas with by the Board in October 2003, the MAPFRE Network will be the corresponding category in accordance with the divided into in forty areas (sub-headquarters), compared with i m p o rtance of their respective tasks (General the twenty-two that existed until now, grouped into seven Directorate, Deputy General Directorate, Directorate, Territorial General Directorates. The heads of these directorates etc.) are Antonio Pérez (North-East), Alfonso Iribarren (North), José Manuel Inchausti (Catalonia), Vicente Guardi (East), Enrique •Creation of two new Areas with the category of General Cid (Andalusia), Pablo Blázquez (Central) and Julián Janáriz Directorates: Investment, under the directorship of (Madrid, Balearic Islands and Canary Islands). The geographi- Victor Bultó Millet, devoted to planning and manage- cal spheres of the nine Regional Directorates are shown on the ment of the investments of the Sistema as a whole; and following map. Communication and Social Responsibility, under the directorship of Juan José Almagro García, responsible for coordinating and supervising corporate communica- tion and image of the whole Group and MAPFRE’s per- formance as a socially responsible group within its busi- ness activity. • Configuration of the General Directorates in the IT Area under the directorship of Begoña González Pastor (Managing Director of Coordination and Common Developments) and Javier González Montero (Managing Director of Common Information Services). In addition to the previously mentioned appointments, Antonio Núñez Tovar has also been appointed Managing Director of Human Resources. pág 6 / SIAM News - Enero 2005 OPCION inglés 12/3/05 05:47 Página 7 Operative Units and Companies Management Committee of the former company. The Board has accepted the following appointments: • Juan Sáez Ruiz, Chairman of the Management Spain Committee of MAPFRE AGROPECUARIA, as the com- pany’s Managing Director. He takes over the chairmans- • Antonio Huertas Mejías takes over from Santiago hip of the Executive Committee from José Antonio Gayarre Bermejo as Managing Director of MAPFRE Moreno Rodríguez who is shortly to retire. MUTUALIDAD and head executive of Automobiles. Until September, Antonio Huertas was the CEO of MAP- Portugal FRE in the USA and Puerto Rico. • Agustín Bernal De La Cuesta, Chairman of the direct • Ignacio Baeza Gómez takes over from Victor Bultó insurance companies. Millet as CEO of MAPFRE VIDA and Vice Chairman of its Management Committee. Until September, Ignacio • Antonio Manuel Cardoso Bello, Managing Director of Baeza was Managing Director of MAPFRE SEGUROS MAPFRE SEGUROS GERAIS. GENERALES. Chile • Esteban Pedrayes Larrauri takes over from Ignacio • Guillermo García Castellón, Chairman of the direct Baeza Gómez as CEO of MAPFRE SEGUROS GENERA- insurance companies. LES and Vice Chairman of its Executive Committee. Until his new appointment, Esteban Pedrayes was United States and Puerto Rico Deputy Administrator of MAPFRE SEGUROS GERAIS (Portugal). • Jaime Tamaño Ibáñez, Chairman of MAPFRE PRAICO (Puerto Rico) and CEO of MAPFRE USA (Florida). • Angel Alonso Batres, First Vice Chairman of MAPFRE SEGUROS GENERALES and of MAPFRE AGROPECUA- • Raúl Costilla Prieto, President and CEO of MAPFRE RIA, who continues to hold the post of Chairman of the PRAICO. 2004, a great year for the SISTEMA MAPFRE At December 2004 MAPFRE had obtained total operating reve- butable to external partners, and the remaining 366 million nues of 10.831 billion euros, an increase of 14.3%, of which euros to MAPFRE MUTUALIDAD which thus increased its profit 8.919 billion correspond to insurance and reinsurance pre- by 22.6%. miums, which showed an increase of 17.5%. This positive per- formance was marked by the following factors: In the year 2004 CORPORACION MAPFRE obtained a consoli- dated pre-tax profit before taking into account external partners • Organic growth in premiums in excess of the market growth of 403 million euros, and net attributable profit of 183 million in most countries and branches of business, and especially in euros, a figure 29.4% higher than that of the previous year. Spain where growth was 14% without taking into account acquisitions. Its subsidiary companies with international activities showed a positive performance in their business, which high increases in • The addition of MUSINI and MUSINI VIDA, companies premiums in local currencies, as well as in profits. These inclu- acquired in 2003 and included in the consolidated accounts de MAPFRE ASISTENCIA, which attained a net profit of 4.6 from the fourth quarter of that year. million euros, 23% higher than the previous year. Gross profit reached 784 million euros, an increase of 22.1% and profit after tax was 550 million, 23.1% higher than the same period for the year 2003. Of this net profit, 184 million are attri- SIAM News - Enero 2005 / pág 7 OPCION inglés 12/3/05 05:47 Página 8 n e w s MMAAPPFFRREE AASSIISSTTEENNCCIIAA sseettss uupp RROOAADD--CCHHIINNAA AASSSSIISSTTAANNCCEE ((BBeeiijjiinngg)) iinn CChhiinnaa On 25 August 2004 the Chinese government granted MAPFRE ASISTENCIA administrative authorization to set up the assis- tance services company ROAD-CHINA ASSISTANCE (Beijing) Cl. Ltd, situated in the Chaoyang District, one of Beijing’s main financial districts. With this company, MAPFRE ASISTENCIA now has a direct presence in 38 countries. Entering the People’s Republic of China means that MAPFRE ASISTENCIA is the first SISTEMA MAPFRE company to com- mence operations in this market, currently the sixth world eco- nomy, setting out on one of the greatest challenges the com- pany has faced in recent years. The formula MAPFRE ASISTENCIA has chosen for commen- cing operations in the Asian giant has been to set up an assis- tance services company, devoted mainly to the automobile and personal assistance sectors, two lines of business which are not currently greatly developed in this country but which have great potential. Since the Roadside Assistance and Travel Assistance products are not greatly exploited in China, MAPFRE ASISTENCIA has commenced its commercial contacts with a number of Chinese financial institutions and insurance companies. In addition to the insurance companies and banking institu- tions, MAPFRE ASISTENCIA’s main potential clients in China are: • large corporations • automobile manufacturers and distributors The “China Garments Mansion” building houses ROAD-CHINA ASSISTANCE’s • and car rental companies headquarters. pág 8 / SIAM News - Enero 2005 OPCION inglés 12/3/05 05:47 Página 9 The MAPFRE ASISTENCIA team in China. The Chinese authorities also recently authorized creates a great opportunity for a company like travel agencies to request group visas, which will MAPFRE MAPFRE ASISTENCIA to market Tr a v e l bring about an increase in international travel Assistance insurance. ASISTENCIA es by Chinese citizens. This authorization, toget- la primera Unidad her with the Schengen space regulation – a With regards to the staff, this is currently del SISTEMA treaty for the free movement of persons in made up of Mario Llamazares and Ma Chi, MAPFRE que f o rce among the European countries of both Country Managers and Xin Xin Jin, who Austria, Belgium, Denmark, Finland, France, opera en carries out administrative and secretarial tasks. G e rm a n y, Greece, Holland, Iceland, Italy, China Luxembourg, Norway, Portugal, Spain and Sweden – The Chinese insurance market With 1,300 million inhabitants, China is a market which has been open to the outside world for only 25 years. During this time, and due to the internal reform, the economy has made e x t r a o rd i n a ry achievements. Joining the World Tr a d e Organization (WTO), at the end of 2001, has also been anot- her strong boost to development. the State Council and responsible for regulating and supervi- This large growth is best reflected in the figures: between sing the insurance market in China – show that since activi- 1998 and 2002 China’s Gross Domestic Product (GDP) grew ties in the insurance sector were renewed in 1980, progress by 7.7% a year and according to the State Development in this economic area has been spectacular, with an average Planning Commission, the country’s GDP will reach 35 tri- annual growth of 32%, more than three times the growth in llion dollars by 2020 which will mean GDP per capita of GDP and also much higher than the growth in private saving. 3,000 dollars. After opening up to the outside world in 1992, 39 foreign Another significant fact is that according to the State owned insurance companies have opened 70 business insti- Statistical Bureau China could become the third largest world tutions in China. At the end of 2004, coinciding with the economy by 2020 and the second largest by 2050. t h i rd anniversary of China joining the World Tr a d e Organization, the country eliminated administrative restric- This favourable economic environment is a stimulus to the tions on foreign owned insurance companies, totally opening insurance sector. The reports of the public body China up access to the market to the outside world. Insurance Regulatory Commission (CIRC) – subordinate to SIAM News - Enero 2005 / pág 9 OPCION inglés 12/3/05 05:47 Página 11 n e w s 1100tthh aannnniivveerrssaarryy ooff EEUURROOSSOOSS AASSSSIISSTTAANNCCEE Members of the EUROSOS ASSISTANCE team (from left to right): Dora Konstantinopoulou, Management Secretary; Marianna Athanasopoulou, Commercial Department; Olga Vokolou, Supervisor; Sophia Stepahnou, Business Development Director; Vassilis Papaevagelou, Operations Supervisor; Erika Mata, Financial Director; Spiros Philippas, General Manager; Kostas Antoniou, Guarantee Director; Pablo Alvert, Regional Deputy Director for Europe; Frida Christopoulou, Operations Director; Panos Nikolopoulos, IT Director; Natassa Gasparinatou, Marketing Supervisor; Yiannis Paschalidis, Guarantee Technical Director; Nikos Peratis, Travel Assistance Network Supervisor; and Nikos Liveris, Financial Supervisor. On 18 November EUROSOS ASSISTANCE got dressed up to MAPFRE ASISTENCIA, and by Spiros Philippas, who joined the celebrate its tenth anniversary with a great gala dinner. A very company in 2001 and has continued Nikos Antimissaris’s work special date which the company wanted to share with its staff, with great efficiency. The MAPFRE ASISTENCIA Chairman clo- clients, providers and the leading authorities of the Greek insu- sed his speech by thanking the effort and loyalty of all EURO- rance sector and the country’s Spanish Embassy. The ceremony SOS ASSISTA N C E ’s employees, providers, the Board of was attended by Juan Ramón Martínez Salazar, Spain’s Directors and, above all, the clients, adding that “without them Ambassador in Greece; Franco Guillermo, Commercial Consul we would not be celebrating this anniversary here today.” of the Spanish Embassy in Athens; Giorgos Kotsalos, Chairman of the Greek Union of Insurance Companies and María Koroneou, Director of the Insurance Supervisory Authority of the Greek Ministry of Development. The event, which was held in the central Hotel Grande Bretagne in Athens, started with a welcome cocktail. During this event, around 150 guests watched a corporate video on the company and the SISTEMA MAPFRE, prepared by the subsi- diary for the occasion and then heard a speech given by Spiros Philippas, General Manager of EUROSOS ASSISTA N C E . Spiros, who also acted as the master of ceremonies, thanked the clients for their faith in and support of MAPFRE ASISTEN- CIA, a company which stands out from the competition thanks Juan Ramón Martínez, Embajador de España en Atenas. to its innovative products, tailored to meet its clients’ needs. The General Manager of EUROSOS ASSISTANCE handed over The institutional part of this event ended with the words of the to Primitivo de Vega. The Executive Chairman of MAPFRE Spanish Ambassador in Athens, Juan Ramón Martínez Salazar, ASISTENCIA described the history of the Greek company, who thanked MAPFRE for its invitation and focused his brief which received its first telephone call in October 1994 and, speech on the commercial relationship between Spain and since that day, with a staff of eight, has not ceased to provide Greece. After this first part, the celebration continued with a services for a single day and has become “a consolidated com- tasting of Greek and Spanish wines led by the wine expert pany, with excellent quality of service and a large number of María Katsouli and a gala dinner which went on to the early faithful corporate clients”. hours. At the end of the event, the guests received a replica of the Benaki Museum, Greece’s oldest centre of Art and History, Primitivo de Vega also referred to the importance of the exce- as a souvenir. In the days following the event, which was cove- llent work carried out by Nikos Antimissaris, the company’s first red by a wide range of Greek media, EUROSOS ASSISTANCE Managing Director and currently Deputy Managing Director of received numerous congratulations and thanks. SIAM News - Enero 2005 / pág 11 OPCION inglés 12/3/05 05:48 Página 14 n e w s NNeeww MMAAPPFFRREE AASSIISSTTEENNCCIIAA ccoommppaannyy hheeaaddqquuaarrtteerrss Since 29 November, the new MAPFRE ASISTENCIA company The new building headquarters are located in Calle Sor Ángela de la Cruz, 6 in Madrid, right in the heart of Spain’s capital city, in a modern For its new location, MAPFRE ASISTENCIA has chosen a buil- building owned by SISTEMA MAPFRE. ding situated in the area called Cuzco, an important business area in the north of the city which can be accessed easily and With these new offices, MAPFRE ASISTENCIA sets out on a swiftly both from the centre of Madrid and from Barajas Airport. new phase which will enable the company to continue to offer its clients the best service and capacity for response, attend to The interior design of the new MAPFRE ASISTENCIA offices new needs arising from the growth which the company has has been carried out in accordance with the company’s real undergone in recent years and give a further boost to its future needs, rationalizing and optimizing the space, which covers projects. 3,600 m? and including the most advanced technological tools. The move to Sor Ángela de la Cruz was carried out successfully between 22 and 28 November. MAPFRE ASISTENCIA will occupy six of the building’s thirteen floors, the third and fifth – call center -, the fourth – VIAJES The first to move were the more than 250 call center employe- MAPFRE-, the seventh – Spain Unit and Meliatour-, the eighth, es, who moved during the nights of 22 to 24 November, conti- - IT and Communications Departments, Intern a t i o n a l nuing to maintain their service with no interruption throughout C o o rdination, SIAM Consulting, General Services, Human the move. They were followed by the rest of the central service Resources, Finance and Administration- and the eleventh – departments and the Spain Unit from 25 to 26 November. Executive Management and the Legal, Auditing, Organization and International Commercial & Marketing Departments-. The move, which was carried out smoothly, was coordinated by This change will provide greater quality of service to users and the General Services and IT and Communication Departments. a more agreeable working environment for the company’s employees. pág 14 / SIAM News - Enero 2005 OPCION inglés 12/3/05 05:48 Página 16 n e w s IBERO ASSISTÊNCIA Portugal, a sponsor of USAUTO MAPFRE ASISTENCIA is the main official sponsor of the Monthly Used Vehicle Fair (USAUTO), the most important event in this sector in Portugal which is held in the exhibition centres of Porto –Exponor- and Lisbon –FIL-. USAUTO is an exhibition attended by dealers and professionals in the market, and is therefore an excellent opportunity to make the Guarantee insurance –marketed in Portugal by MAPFRE ASISTENCIA under the name of Movigarantía- known and to close deals based on it. As the official sponsor, MAPFRE ASISTENCIA’s image is clearly present on the posters and graphic material prepared monthly for each exhibition. The company’s stand is also always located in a strategic spot, enabling IBERO A S S I S T NCIA and its products to become increasingly well-known to the USAUTO participants. Tap Air Portugal, an IBERO ASSIST NCIA client, received the “Best Award International of the year” award Tap Air Portugal’s Frequent Flyer Programme, called Navigator, ching a daily average of 5,000 con- for which IBERO ASSISTNCIA has been providing the Contact tacts (calls, emails, faxes and Center service since 2003, has been recognized in the Freddie reservations). Awards, the most impor- tant awards in the i n t e rn a t i o n a l civil aviation s e c t o r, with the category “Best Award I n t e rn a t i o n a l of the Year”. Navigator started operating This award, which Tap Air Portugal on 1 January 2003. Since joining this pro- shared with IBERO ASSISTNCIA Portugal, encou- gramme, IBERO ASSISTNCIA has made a great effort to achie- rages the MAPFRE ASISTENCIA company to continue with its ve success in the coordination and provision of the services it work in this line which is highly satisfactory, both for itself and carries out for Navigator: Telecheck-in and Lost & Found, rea- for its clients. pág 16 / SIAM News - Enero 2005