The best assistance you can get since 1981

The best assistance you can get since 1981

Subsidiary of Groupama

Mutuaide offers a full range of assistance services and, since 1981, has acquired a vast experience in helping out its customers wherever in the world they are.

a human-scale company…

Calling itself a human-scale company, Mutuaide Assistance spotlights the advantages of a personalized relation with its customers.

…ever more digital, ever more connected

Constant expansion of the product range and its diversity allow us to act responsively in the constantly developing market and meet all sorts of customer expectations

a solid and efficient infrastructure

Backed by a solid infrastructure with its highly efficient computing and telephone facilities, Mutuaide Assistance is able to promptly step in for its policyholders, whether they are at home or out travelling.

key figures

millions

€ in turnover

associates

millions

customer accounts opened in 2017

%

satisfaction rate

a 35-year-long commitment to private individuals and businesses

1981

Mutuaide Assistance founded by Assurances Mutuelles Agricoles as a partnership with another mutual insurance company, a 49% shareholder.

1990

Groupama becomes a 100% shareholder of Mutuaide Assistance

1991

The company moves to Bry sur Marne (Paris area)

2000

Incorporation of Gan insurance policyholders

2001

NF EN ISO 9002 : 1994 obtained

2004

NF EN ISO 9002 : 2000 obtained

2008

A second help desk opens in Orvault (44), in western France

2009

NF EN ISO 9002 : 2008 obtained

2012

PCI DSS (Payment Card Industry Data Security Standard) certificate obtained

2016

The Orvault help desk moves from Orvault to Nantes (44), in western France

2016

Nicolas Gusdorf retires, replaced by Laurent Bouschon

2017

NF EN ISO 9002 : 2015 obtained

an experienced executive team

Bottom, from left to right

  • Florence Pommerie – Medical
  • Annick Loszka – Purchasing and General Resources
  • Agnès Gouy-Paillier – Marketing & Communication
  • Christian Guillotel – Assistance & Conciergerie
  • Catherine Chaudesaygues – Risk management, Internal Quality Control

Top, from left to right 

  • Stéphane Abramowitch – Travel Insurance
  • Olivier Remondini – General Secretary
  • Philippe Mouly – Management/Indemnities
  • Emmanuelle Nave – Human Relations and Internal Communication
  • Laurent Bouschon – General Manager
  • Marina Le Badezet – Finances and Management Control
  • François Potier – Information Systems
  • Gouram Assathiany – International and Sports
  • Dominique Mainetti – Development

quality and excellence

are part of our DNA

Certified since 2001 (ISO 9001:2015 since 2017) and with its quality system seen as one of the major pillars of its corporate culture, Mutuaide is committed to quality assurance of its services (24/7/365) and aims at constantly improving customer satisfaction while staying financially sustainable. Three perennial principles underlie the force of Mutuaide Assistance :

  • Involvement of the entire staff and all departments with the quality management system.
  • Another historically fundamental pillar are our resources perfectly adapted to the job of an assistance provider which dwells on high proactivity and responsiveness to satisfy one’s customers.
  • Ever-adapting organization allowing to cope with market constraints and meet the ever-changing customer expectations.

This is why we deemed it essential to have our operational performance validated by an independent entity (BVC) and all our activities certified by an indisputable ISO 9001:2015 which applies to :

  • Roadside assistance
  • Assistance to travelers in France and abroad
  • Home assistance
  • Conciergerie
  • Geo-location
  • Human services
  • Rerouting of phone calls
  • Design, development and maintenance of individual and asset protection solutions

In its constant quest for efficiency and quality Mutuaide Assistance and its customers can count on the company’s financial stability and its vibrant parent group Groupama.

Certification which guarantees the product’s compliance with a defined reference standard, recognized by customers and professionals

A norm to set quality management standards for more efficiency and customer satisfaction

Human Services business managed by an approved organization

Labelled by CNIL for personal data governance