Middlesea Assist has celebrated one year of successfully providing roadside and home assistance services to Middlesea Insurance home and motor policy holders 24 hours a day, seven days a week. The company had a solid start, servicing over 10,000 clients in a year and registering excellent levels of customer satisfaction. 

Studies indicate that 98% of the clients rated the service in general as outstanding or good, 98% rated the customer service as outstanding or good and 93% rated the waiting time as outstanding or good.

“In its first year of operation, Middlesea Assist has given a new definition to the role of the insurer, moving away from the traditional notion that the insurer is there just to indemnify clients when an event has taken place, to actually helping clients at the time when the emergency occurs,” said Hernan Untermann, General Manager of Middlesea Assist. 

The first year of Middlesea Assist was marked by continuous innovation. The company started off by providing Roadside and Home Assistance locally through a 24/7 call centre. During 2012 it increased its services by providing travel assistance from the local call centre, extending roadside assistance to all European countries as well as launching iAssist, a mobile app through which clients can request assistance services. With regards to the outlook of the company for the coming year, Mr Untermann stated that “it is our aim to continue providing innovative products and services in the market.”

Middlesea Assist provides roadside breakdown assistance to motor policyholders through a team of drivers specialised in roadside support. Through the Home Assistance service, customers can request assistance in cases of emergency such as leakages, electricity failure or loss of keys provided by a number of preferred service providers. Travel policy holders also have the peace of mind that in cases of emergency they can contact Middlesea Assist when they are abroad.

Middlesea Assist is a joint venture between the leading local insurer Middlesea Insurance and MAPFRE Asistencia.  Mapfre Asistencia, the Assistance Company of Mapfre Group with presence in 43 countries and business in over 80, owns 51% of the company with Middlesea Insurance plc holding a 49% shareholding. This synergy was made possible once Middlesea Insurance plc became a member of the MAPFRE Group, a leading global insurance player present in all 5 continents.