Commited to Quality in everything we do

Quality relations built on trust and loyalty

Years of mutual trust, understanding and loyalty define many of the relationships we have built with our correspondents worldwide, some of whom have worked for the Group for over 20 years. Our service providers and correspondents each respect their individual contractual agreements with the Group and fulfil our strict, ten quality criteria requirements. If they are not of the highest standards, then they are not a part of our organisation.

From our processes to our people

From our management processes to the excellence of our network of service providers, we aim to deliver the best assistance solutions every time. But our quality concerns are not limited to how we operate. We also invest continually in training our people and in our technological infrastructure and tools, so that you, our customers, are completely satisfied and receive the service quality you expect wherever you are. This is monitored through the 350,000 satisfaction surveys completed by our customers each year.

Customer feedback

Any expression of dissatisfaction is seen as an opportunity for the Mondial Assistance Group to improve the quality of service and to strive for operational excellence. All Mondial Assistance Group entities have a complaint management process and policy in place.

Would you like to share your experiences and give your feedback to our services? You can either send an e-mail to the following e-mail address: quality@mondial-assistance.com or write to us at the following address: 

Mondial Assistance Group
Quality Department
37 rue Taitbout
75009 Paris
France

Tel: +33153255325
Fax: +33153255407

Proud of our ISO certification

As a result of our quality applications, services and relations with corporate clients and their customers, Mondial Assistance Group has gained ISO certification in 11 countries, which covers call handling, selection of service providers and staff training. Coordinating our global operations is inherently complex, so we are proud of this valuable recognition. We believe that in our business, the ultimate measure of quality is expressed by the level of customer satisfaction, and the degree of relief and concrete support we offer our customers in times of need.