AA Times April 2017

3-7News from
around the world

A look at the achievements, actions and
events of each office over the last six
months

8-9 Brian & Colin’s
business trips

Brian and Colin share photos from their
recent business trips to Asia

10 Spotligh interview:
Meet Talia Luo

Learn more about Talia, her evolution at
China Assist, her love for food and her
idea of a perfect vacation

13 Winter success story
from China Assist

Details about a snowstorm case and how
China Assist saved five persons stranded
in a major snowstorm

12 Princeton new
wellness program

Find out more about the new wellness
initiatives being implemented in the
Princeton office

SPRING ISSUE | APRIL 2017

A MESSAGE FROM THE CEO PAGE 2

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ssssssssssss addddddddddddddddddddddd this issue...
dddddddddddddddddddddddsd ssssssssssss
sssssssssssssssssssssssss adddddddddddd Cover Image:
ddddddddddddddddddddddddddddddddddsd Tulips field in the village
sssssssssssssssssssssssssssssssssssss ad of Schermerhorn, in the
dddddddddddddddddddddddddddddddddddd northern Netherlands.
dddddddddsd sssssssssssssssssssssssssss
ssssssssss adddddddddddddddddddddddddd Learn a new phrase:
Learn how to say
ddddddddddddddddddddsd sssssssssssssssssssssssssssssssssssss addddd “Where can I find a
dddddddddddddddddddddddddddddddddddddddddsd sssssssssssssssssssss cab?” in French page 8
ssssssssssssssss adddddddddddddddddddddddddddddddddddddddddddddd
sd sssssssssssssssssssssssssssssssssssss addddddddddddddddddddddddd Quiz: Where in the
dddddddddddddddddddddsd sssssssssssssssssssssssssssssssssssss adddd World?
ddddddddddddddddddddddddddddddddddddddddddsd ssssssssssssssssssss We asked a few
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an image was taken.
ddddddddddddddddddddddddsd sssssssssssssssssssssssssssssssssssss ad See their answer page
dddddddddddddddddddddddddddddddddddddddddddddsd ssssssssssssssss 11.
sssssssssssssssssssss addddddddddddddddddddddddddddddddddddddddd
dddddsd sssssssssssssssssssssssssssssssssssss adddddddddddddddddddd Who’s New:
ddddddddddddddddddddddddddsd sssssssssssssssssssssssssssssssssssss Welcome to our newest
addddddddddddddddddddddddddddddddddddddddddddddsd employees! page 14

sssssssssssssssssssssssssssssssssssss addddddddddddddddddddddddddd Holiday, Birthdays
dddddddddddddddddddsd sssssssssssssssssssssssssssssssssssss addddd & Anniversaries:
dddddddddddddddddddddddddddddddddddddddddsd ssssssssssssssssssss page 14 - 15
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Brian Mulligan

NEWS FROM THE MIDDLE EAST PAGE 3

◄ Samer held a training session at Medgulf Lebanon
for the Motor, Medical and Life groups. The session
was a great success and attendees were excited to
learn about Assist America.

Jack visited Cyprialife’s offices in March 2017 and met
with Mr. Philippos Pierides to discuss new ideas that
would grow the Assist America-Cyprialife partnership. ►

◄ Georges visited with the Middle East Team beginning of March
2017. He discussed ongoing activities and work progression
with Jack, Samer and Carla and was able to see how each
member of the team plays an efficient role in enhancing Assist
America’s position in the MENA market.

NEWS FROM INDIA PAGE 4

◄ Last year, the India Team successfully signed a contract for Core
Assistance Services and Second Medical Opinion with health insurance
company, Aditya Birla. Aditya Birla Insurance is part of Aditya Birla Group
which is in the League of Fortune 500 and has a joint venture with MMI
Strategic Investments Ltd (MMI), South Africa. The partnership is effective
since November 2016.

Dr. Sandeep and Suraiya attended a mega
launch event organized by Aditya Birla Health
with Mr. Mayank Bathwal, Chief Executive Officer
of the company.

The India Team signed a contract for SMO
services with GD Assist Limited, a subsidiary of
existing client Green Delta Insurance. The SMO
partnership was launched end of February 2017. ►

◄ Another great achievement by the India Team was to successfully
enter the Maldives market by signing a partnership with Solarelle
Insurance in October 2016. The partnership includes ClaimAssist
services for the company’s travel policies.

◄ The India Team also signed with a
new client in Kenya, GA Insurance, Assist
America’s first client in Eastern Africa!

Suraiya traveled to Kenya for the program
implementation and had the opportunity
to meet with the executive management
team. The partnership includes Assist
America’s core services and was
launched in February 2017.

NEWS FROM ASIA PAGE 5

Comments from Manila In February, the team welcomed Maureen, the new General Manager.
An office lunch was also organized to celebrate Performance Award
Recipients, Kristine and Shaira.
The Manila’s Management Team wanted to share special
acknowledgments about the two recipients in this newsletter.

Kristine Joy Bartolome - 2016 Fourth Quarter Performance Award
“Kristine always goes the extra mile Operations-wise. She constantly shows willingness to perform any task
presented without showing any hesitation and never leaves any pending work. She shows exceptional multi-tasking
skills, as she is able to juggle AAPI cases, Claim Assist cases and additional tasks such as generating weekly
reports for a special project. Her work is accurate and she always delivers on time.”

Shaira Lyra Mae Aaron – 2016 Annual Performance Award
“There is no one more suitable than Shaira, for she has consistently delivered tremendous work using her vast
experience with customer service. Her presence and participation not only in the most complicated core cases but
also with ClaimAssist is exceptional. She shows great skill in managing even the most difficult callers and in most
cases, she is able to get what is needed due to her excellent communication and people skills.”

Comments from Beijing

End of last year, the team in Beijing moved offices,
same building but a few floors up! Here are some
photos of the new office and the Operations Center.

Comments from Bangkok Golf has taken a very creative approach with his follow-
Click to view the video ups to members by putting together several testimonial
videos.

If you are interested in learning more about his creative
process and how he reaches out to members, contact
him by email at [email protected].

NEWS FROM LATIN AMERICA PAGE 6

Roberto has been extremely busy organizing AAI Assistance Services Seminars for his clients, Seguros Ve Por Más
(BX+) and Seguros General de Salud. During the seminars which are either in person or run via web conferencing,
Roberto makes sure to encourage participants to follow Assist America on social media and to download the Mobile
App.

Roberto explained “seminars are a great way to increase brand awareness and are a valuable tool for the agents
who by gaining better knowledge about our services, can close more deals faster.”

LEARN A NEW PHRASE

Do you know how to say “Can you help me find the subway,
please?“ in French?
Lucie Hughes from the Princeton office teaches us.

Just click on the photo!

NEWS FROM THE U.S. PAGE 7

BUSINESS TRIP: BRIAN’S FEBRUARY TRIP PAGE 8

BUSINESS TRIP: COLIN’S ASIA TOUR PAGE 11

In March, Colin from the Princeton office embarked on a five-week business trip to visit the teams in Manila, Bangkok
and Beijing. The goal of his trip was to meet Maureen, our new General Manager in the Philippines, and give
personalized training. In Bangkok, Colin, joined by Gofl and Saranya, met with April’s CEO and management team.
Colin’s trip ended in Beijing where he was able to see the new office and give additional training to the teams.

Colin flew back home this past weekend. Although he is happy to be home, he very much enjoyed the trip and the
ability to meet with each team!

From Manila, where Colin stayed for about 4 weeks ▼

Colin made an express 24-hour trip to see Golf, Saranya and meet with April’s management team ▼

From Beijing, where Colin spent some time last week before heading back to the U.S. ▼

SPOTLIGHT INTERVIEW: TALIA LUO PAGE 9

What is your role at China Assist?
I’m the Client Relations Supervisor for China Assist. My role requires me to manage
communications with our clients, ensure high level of customer service, support our clients
in their activities and find solutions to issues they may face. I am also responsible for
implementing our different programs and supporting sales activities. I work closely with
Sophia, our General Manager, and our Operations Center.

How long have you been working for the company?
On March 20th, I actually celebrated my 11th year with China Assist! I started as a Coordinator in 2006. I was
promoted to the Supervisor of Operations after 4 years. I became the Client Relations Supervisor in 2014. While
progressing to these different roles, I also worked on finance and admin projects. I learned a lot from that period
and I feel very fortunate that, 11 years ago, I made a great choice by joining Assist America!

Congratulations! What changes have you experienced since you started?
I started to work at China Assist as the office was being established. Since then, I see a big difference in the number
of clients we have. We started with fewer clients and now we have significantly more clients. Our Operations
Center has gained more experienced for handling cases and we have much more staff than when we started.

What do you enjoy the most about your job?
As the liaison between customers and businesses, I must possess interpersonal communication skills, empathy
and an understanding of the business consequences of client relationships. I enjoy the fact that I am always
learning new things and the problem solving aspect of my position. I love finding solutions to help our clients!

What do you find the most challenging about your position?
I moved from a Coordinator role to client relations which required me to do things I had never done before. I had
to learn marketing to support my clients. I also learned how to manage client expectations in order to avoid any
misunderstandings.

What is your favorite city in the world and why?
My favorite city is Beijing because this is my home! I love my city because I have all my family and friends here
with me. I know the city very well and the foods are so hard to resist!

What is your favorite food?
I’m a foodie; I love all spicy foods! But if I had to pick, my favorite would be “Chili & Sour Potatoes” and “Peking Roast
Duck”, the deeply crunchy flavored skin with the moist, tender, and flavorful meat, wrapped in ultra-thin Mandarin-
style pancakes with scallions, crisp cucumber, and a smear of sweet and plum sauce... it’s like a Chinese burrito!

Describe your ideal/perfect vacation?
An ideal vacation for me is a vacation that takes me away from my normal everyday routine (hectic work schedules,
chores, stress). During a vacation, I like to relax, not worry about money, and try new adventure. My ideal vacation
includes a sandy beach or a pretty lake, hiking trails, great foods and drinks, and wonderful books to read.

What do you like to do on weekends?
On weekends, I love spending times with my family and play with my son. He is 5 years old and very active. I
sometimes go out to see a movie with my husband. If celebrating a special occasion, we’ll go to a nice restaurant.

ASSIST AMERICA’S PERFOMANCE AWARDS PAGE 12

Congratulations to all of the Performance Awards Recipients!
Thank you for your amazing work!

2016 Yearly Performance Awards

AASI – Claudia Xavier China Assist – Tracy Tan AAMES – Celine Xavier AAPI – Shaira Lyra Mae Aaron
2016 Fourth Quarter Performance Awards

AASI – Sherry Fouad China Assist – Byron Yang AAMES – Mudassir Ahmed AAPI – Kristine Joy Bartelone

QUIZ: WHERE IN THE WORLD?

Each quarter, a few employees will be randomly selected to participate in the “Where in the World?” quiz.
The goal is to guess where a screenshot of Google Street View was taken. The mileage between each guess and
the actual location is calculated and the winner is the person who gets the less mileage.

This quarter’s photo is a screenshot of
Auckland, New Zealand.

The winner is Mudassir Ahmed
who guessed New Zealand!

The other players guessed:
Samer - Australia - 2,531 miles
Diana - Washington State U.S.A. - 7,061 miles

IN ACTION: SNOWSTORM CASE IN CHINA PAGE 13

FROM PRINCETON: WELLNESS PROGRAM PAGE 14

Move It! Shake It! Walk It! Run It!

We are thrilled to announce the launch of a wellness program in the Princeton
office. The objective is to encourage healthy habits among employees.

The Wellness Committee is composed of two employees from the Operations Center, Cliff Sukhu and Claudia
Xavier and two employees from the Corporate Office, Trish Smith and Lucie Hughes. The committee is responsible
for organizing initiatives for a healthier lifestyle throughout the year and to encourage their colleagues to participate
in the different events and actions.

The kick-off event, Shake It! is this Friday, April 7th at 9:00 am. All Princeton employees are encouraged to join
the Wellness Committee in the office kitchen where Cliff will be teaching us how to make our own organic protein
shakes!

If other teams are interested in implementing a wellness program or for ideas on similar initiatives in their respective
offices, contact Lucie at [email protected] to learn more about the Princeton program.

MEET OUR NEW EMPLOYEES PAGE 10

Meet our new employees from around the globe...

Maureen Laus Gallant Lucie Hughes Carol Lee

General Manager Marketing Communications Manager Office Assistant
Princeton Princeton Beijing

Hamody Al Qaraghouli Fanny Amanda Melisa Vitagliano

Level 4 Coordinator Level 4 Coordinator ClaimAssist Manager
Princeton Beijing Princeton

UPCOMING HOLIDAYS

April May June

Sri-Ram Navami (India) - 04/05 Labor Day (Mexico) - 05/01 Fitr (Middle East) - 06/25
Holy Week (Mexico) - 04/13 and 04/14 Ramadan (Middle East) - 05/27 Eid Ul Fitr (India) - 06/26
Good Friday (Middle East) - 04/14 Memorial Day (U.S.) - 05/29
Easter Sunday (Middle East) - 04/16

WE WISH YOU A HAPPY BIRTHDAY PAGE 13

April May June
Middle East China China
Samer Sayegh - 4/21 Dorothy Zhou - 5/6 Fanny Amanda Setiawaw - 6/14
Circle Yuan - 5/8
India Tracy Tan - 5/20 India
Shaheen Begum - 4/14 Celine Xavie - 6/23
India Mudassir Ahmed - 6/24
Philippines Maryam Unnisa - 5/17
Siranya Viboonphong - 4/17 Spandana Pudtha - 5/28 Philippines
Maureen Laus Gallant - 6/4
U.S.A. Philippines Charmaine Madrid - 6/13
Colin Emilius - 4/11 Karren Joy Andres - 5/16
Carl Logsdon - 4/24 U.S.A.
U.S.A. Ernesto Estillore - 6/10
Ana Ganley - 5/1
Lucie Hughes - 5/22

Asia
Steve Novkov (Asia) - 5/29

AND A HAPPY ANNIVERSARY!

Philippines April U.S.A.
India
Ana Rodriguez - 6 years on 4/4 Diana Heredia - 18 years on 4/1
Nirazon Revuelta - 3 years on 4/23 Celine Xavier - 10 years on 4/16 Kipp Gibbs - 14 years on 4/14
Charmaine Madrid - 1 year on 4/12 Shoyeb Ahmed - 1 year on 4/19 Amy Aure - 5 years on 4/16
Salil Worlikar - 1 year on 4/25 Baraa S. Khaled - 3 years on 4/7

Philippines / Thailand May U.S.A.
India / China Roseann Neilsen - 11 years on 5/3

Gene Camille Nietes - 2 years on 5/18 Shaheen Begum - 11 years on 5/16 Tamer Salama - 1 year on 5/23
Shaira Lyra Mae Aaron - 2 years on 5/18 Sophia Chien - 1 year on 5/16
Saranya Viboonphong - 1 year on 5/16 U.S.A.
Yvonne Turner - 16 years on 6/11
Thailand June
China Chip Sousa - 3 years on 6/9
Annie Balamucki - 3 years on 6/10
Steve Novkov (Asia) - 7 years on 6/1 Emma Sun - 1 year on 6/1
Golf Rungrattanapasert - 4 years on 6/10 Omar Ibrahim - 2 years on 6/22