0.0 EXECUTIVE SUMMARY ...... 1 Finaccord's research covers 60 major mobile telecoms groups and 286 country-specific operator brands ...... 2 An increasing proportion of mobile operator brands are offering mobile phone and gadget insurance...... 2 ... with programs most widespread in North America and in Southern and Western Europe ...... 2 Some mobile operators distribute free insurance policies based on customers’ top-up payments...... 2 The provision of assistance services via mobile operators is particularly strong in Latin America ...... 2 Mobile telecoms groups and brands are likely to up their game in financial services for several reasons ...... 4 The current worldwide structure of mobile financial services is both complex and fragmented ...... 4 In future, leading mobile telecoms groups are likely to work with a smaller number of large providers ...... 4 1.0 INTRODUCTION ...... 5 What is this report about? ...... 5 This study analyses the involvement of mobile operators in insurance and assistance...... 5 ... covering 440 distinct product initiatives ...... 5 Rationale ...... 5 Mobile operators can be key affinity distribution partners in insurance and assistance...... 5 Methodology ...... 6 Primary research ...... 6 The research covers 60 mobile operator groups and 286 brands across 92 countries ...... 6 Definitions ...... 6 Insurance and assistance products and services ...... 6 Other terms ...... 7 Operating models ...... 9 Unweighted and weighted share of partnerships ...... 9 Interactive PartnerBASE ...... 9 Finaccord ...... 10 2.0 GROUP STRATEGY ANALYSIS ...... 11 Introduction ...... 11 Summary of groups researched ...... 11 By total number of subscribers, China Mobile is by far the largest of the 60 groups investigated ...... 11 The global market for mobile payments ...... 11 The worldwide market for mobile payments has increased exponentially in recent years ...... 11 Group strategic approaches to mobile insurance and assistance ...... 13 Insurance and assistance initiatives are usually arranged by mobile operators at a country-specific level...... 13 …albeit some firms combine central planning with country-specific insurance partnerships...... 13 ... for both mobile phone and gadget cover plus other types of insurance ...... 14 Telefónica and Vodafone have both set up insurance captives...... 15 ... while Japan’s KDDI has established a joint venture ...... 15 Centrally organised assistance schemes are especially prevalent in Latin America...... 15 ... as evidenced by services promoted by América Móvil, Millicom and Telefónica...... 15 Group ownership and partnership strategies in mobile insurance and assistance ...... 17 The creation of captive and joint venture companies is an option for mobile telecoms groups...... 17 ... with outright or partial ownership almost inevitably the outcome of centralised decisions ...... 17 Captives and joint ventures in insurance and assistance ...... 17 The survey uncovered six different captive enterprises involved in mobile insurance and assistance… ...... 17 ...plus one joint venture ...... 17 Strategic partnerships with insurance and assistance companies ...... 18 Telefónica and Vodafone have both established strategic partnerships in this arena ...... 18

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

In future, it is likely that major telecoms groups will seek to offer more products with fewer providers ...... 18 3.0 BRAND ANALYSIS ...... 20 Introduction ...... 20 Summary of brands researched ...... 20 Over 50% of mobile phone subscribers are concentrated in one geographical region ...... 21 Vodafone is the owner (or co-owner) of 23 of the mobile operator brands researched ...... 22 Provision of insurance and assistance products ...... 24 Overall provision rates ...... 24 113 mobile operator brands have schemes for mobile phone insurance up and running...... 24 … and 159 intermediate at least one form of insurance or assistance ...... 24 Various niche insurance and assistance policies are also on offer from a handful of mobile operators ...... 24 Mobile phone insurance ...... 26 There has been a modest increase in the worldwide provision rate for mobile phone insurance...... 26 ... although availability still varies substantially by region ...... 26 Through their mobile operator partnerships, Asurion and Assurant have access to the most subscribers...... 28 …with ACE ranked third based largely on its multi-country link with Vodafone ...... 28 Marsh is used as scheme administrator in a number of cases ...... 28 Mobile gadget insurance ...... 30 Operators selling mobile gadget cover are most widespread in North America and two European regions ...... 30 The most prominent providers in this field are broadly similar to those visible for mobile phone insurance ...... 32 Bill payment protection insurance ...... 33 This type of cover is on offer from a handful of brands spread across five of the seven regions...... 33 ... with Assurant and ACE the most prominent providers in the weighted analysis ...... 34 Identity protection insurance and assistance ...... 35 Identity protection cover is only ever available embedded within a broader insurance policy ...... 35 Motor insurance ...... 37 Few mobile operators have seen fit to market motor insurance to their subscribers...... 37 ... albeit Turkey’s Avea has introduced a car insurance comparison and brokerage service ...... 38 Household insurance ...... 39 Likewise, the availability rate for household insurance via mobile operators is also quite low...... 39 ... with two of five schemes in evidence having been established in Brazil ...... 40 Travel insurance and assistance ...... 41 Travel cover is sold by 35 of the mobile operator brands investigated...... 41 ... with ACE claiming four significant partnerships in this domain ...... 42 Accident insurance ...... 43 Globally, almost 30% of mobile subscribers have access to accident cover through a mobile operator...... 43 ... with the two most prominent relationships having been established in China ...... 44 Health insurance ...... 45 Health insurance is offered by mobile operators in five of the seven regions surveyed ...... 45 New China Life claims the partnership generating the highest weighted share ...... 46 MicroEnsure is active in this and other fields in several countries ...... 46 Life insurance ...... 47 Mobile operator schemes for life insurance are most widespread in Africa and the Middle East...... 47 …with many fitting the definition of micro-insurance and / or offered for free to prepaid subscribers ...... 47 PICC’s link with China Mobile makes it the leader by weighted share of partnerships...... 49 Bima is a notable player in this and other micro-insurance sectors ...... 49 Home assistance ...... 50 Home assistance is available as an optional extra from over a half of mobile brands in Latin America...... 50 ... usually as part of a bundle of assistance services ...... 50 By weighted share of partnerships, three providers control over a half of the potential market ...... 52 Legal assistance ...... 53 Legal assistance is only available from mobile operators in Latin America ...... 53

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Patrimonial Inbursa holds the highest weighted share, thanks to its partnership with Telcel in Mexico ...... 54 Medical assistance ...... 55 Medical assistance is available from mobile operators in four of the seven regions investigated ...... 55 Prominent providers include Healthfore in India and American Assist in Latin America ...... 56 Road assistance ...... 57 Schemes for road assistance through mobile operators are most numerous in the Americas ...... 57 Allstate’s Signature Motor Club and Asurion are both important players in this context ...... 58 Miscellaneous insurance and assistance ...... 59 Personal assistance is the most widely available ‘miscellaneous’ policy type ...... 59 The broad array of product providers reflects the wide range of insurance and assistance types on offer ...... 61 Operating models for insurance and assistance products ...... 62 A majority of mobile operator insurance and assistance schemes are set up with a single external partner...... 62 ... albeit a few are run internally or via a captive or joint venture entity ...... 62 Profiles in the interactive PartnerBASE file ...... 64 2degrees (New Zealand) ...... 64 3 (Austria) ...... 66 3 (Hong Kong) ...... 67 3 (Indonesia) ...... 68 3 (Ireland) ...... 69 3 (Italy) ...... 70 3 (Sweden) ...... 71 3 (UK) ...... 72 A1 (Austria) ...... 73 Aircel (India) ...... 74 airtel (Ghana) ...... 75 airtel (India) ...... 76 airtel (Kenya) ...... 77 airtel (Nigeria) ...... 78 airtel (Tanzania) ...... 79 airtel (Uganda) ...... 80 AIS (Thailand) ...... 81 Antel (Uruguay) ...... 82 APT - Asia Pacific Telecom (Taiwan) ...... 83 AT&T Mobillity (US) ...... 84 au (Japan) ...... 85 Avea (Turkey) ...... 86 Bakrie Telecom (Indonesia) ...... 87 BASE (Belgium) ...... 88 Beeline (Kazakhstan) ...... 89 Beeline (Russia) ...... 90 Bell Mobility (Canada) ...... 91 BH Mobile (Bosnia Herzegovina) ...... 92 Bouygues Télécom (France) ...... 93 BSNL (India) ...... 94 Cable & Wireless (Panama) ...... 95 Celcom (Malaysia) ...... 96

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Cell C (South Africa) ...... 97 Cellcom (Israel) ...... 98 Ceria Mobile (Indonesia) ...... 99 China Mobile (China) ...... 100 China Telecom (China) ...... 101 China Unicom (China) ...... 102 Chunghwa Telecom (Taiwan) ...... 103 Claro (Argentina) ...... 104 Claro (Brazil) ...... 105 Claro (Chile) ...... 106 Claro (Colombia) ...... 107 Claro (Dominican Republic) ...... 108 Claro (Ecuador) ...... 109 Claro (El Salvador) ...... 110 Claro (Guatemala) ...... 111 Claro (Honduras) ...... 112 Claro (Nicaragua) ...... 113 Claro (Peru) ...... 114 COSMOTE (Greece) ...... 115 csl (Hong Kong) ...... 116 DiGi (Malaysia) ...... 117 Digi.Mobil (Romania) ...... 118 Digicel (Haiti) ...... 119 Digicel (Jamaica) ...... 120 Digitel GSM (Venezuela) ...... 121 Djezzy (Algeria) ...... 122 DNA (Finland) ...... 123 DTAC (Thailand) ...... 124 du (UAE) ...... 125 EE (UK) ...... 126 Elisa (Finland) ...... 127 Entel (Bolivia) ...... 128 Entel (Chile) ...... 129 Entel (Peru) ...... 130 E-Plus (Germany) ...... 131 Etisalat (Egypt) ...... 132 Etisalat (Nigeria) ...... 133 Etisalat (UAE) ...... 134 Expresso (Senegal) ...... 135 Far EasTone (Taiwan) ...... 136 FITEL (Taiwan) ...... 137 Free (France) ...... 138 Geocell (Georgia) ...... 139 Glo (Ghana) ...... 140

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Glo (Nigeria) ...... 141 Globe Telecom (Philippines) ...... 142 Gmobile (Vietnam) ...... 143 IAM (Morocco) ...... 144 Idea Cellular (India) ...... 145 Indosat (Indonesia) ...... 146 inwi (Morocco) ...... 147 Kcell (Kazakhstan) ...... 148 Kölbi (Costa Rica) ...... 149 KPN (Netherlands) ...... 150 KT (South Korea) ...... 151 Kyivstar (Ukraine) ...... 152 LG U+ (South Korea) ...... 153 life:) (Ukraine) ...... 154 LIME (Jamaica) ...... 155 LMT (Latvia) ...... 156 Loop Mobile (India) ...... 157 Iusacell (Mexico) ...... 158 m:tel (Bosnia Herzegovina) ...... 159 M1 (Singapore) ...... 160 MagtiCom (Georgia) ...... 161 Magyar Telekom (Hungary) ...... 162 Maxis (Malaysia) ...... 163 Méditel (Morocco) ...... 164 MegaFon (Russia) ...... 165 MEO (Portugal) ...... 166 Meteor (Ireland)...... 167 MobiFone (Vietnam) ...... 168 Mobilis (Algeria) ...... 169 Mobily (Saudi Arabia) ...... 170 Mobinil (Egypt) ...... 171 Mobistar (Belgium) ...... 172 Movicel (Angola) ...... 173 Movilnet (Venezuela) ...... 174 Movistar (Argentina) ...... 175 Movistar (Chile) ...... 176 Movistar (Colombia) ...... 177 Movistar (Ecuador) ...... 178 Movistar (Guatemala) ...... 179 Movistar (Mexico) ...... 180 Movistar (Nicaragua) ...... 181 Movistar (Peru) ...... 182 Movistar (Spain) ...... 183 Movistar (Uruguay) ...... 184

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Movistar (Venezuela) ...... 185 MPT (Myanmar) ...... 186 mt:s (Serbia) ...... 187 M-Tel (Bulgaria) ...... 188 MTN (Cameroon) ...... 189 MTN (Ghana) ...... 190 MTN (Nigeria) ...... 191 MTN (South Africa) ...... 192 MTN (Sudan) ...... 193 MTN (Uganda) ...... 194 MTN (Yemen) ...... 195 MTNL (India) ...... 196 MTS (India) ...... 197 MTS (Russia) ...... 198 MTS (Ukraine) ...... 199 Ncell (Nepal)...... 200 Nepal Telecom (Nepal) ...... 201 NetCom (Norway) ...... 202 NEXTEL (Argentina) ...... 203 NEXTEL (Brazil) ...... 204 NEXTEL (Mexico) ...... 205 NOS (Portugal) ...... 206 NTT DOCOMO (Japan) ...... 207 O2 (Czech Republic) ...... 208 O2 (Germany) ...... 209 O2 (Ireland) ...... 210 O2 (Slovakia) ...... 211 O2 (UK) ...... 212 Oi (Brazil) ...... 213 Oman Mobile (Oman) ...... 214 Omnitel (Lithuania) ...... 215 Ooredoo (Algeria) ...... 216 Ooredoo (Kuwait) ...... 217 Ooredoo (Oman) ...... 218 Ooredoo (Qatar) ...... 219 Ooredoo (Tunisia) ...... 220 Optus Mobile (Australia) ...... 221 Orange (Cameroon) ...... 222 Orange (Dominican Republic) ...... 223 Orange (France) ...... 224 Orange (Israel) ...... 225 Orange (Kenya) ...... 226 Orange (Poland) ...... 227 Orange (Romania) ...... 228

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Orange (Senegal) ...... 229 Orange (Slovakia) ...... 230 Orange (Spain) ...... 231 Orange (Switzerland) ...... 232 Orange (Tunisia) ...... 233 Pelephone (Israel) ...... 234 Personal (Argentina) ...... 235 Personal (Paraguay) ...... 236 Play (Poland) ...... 237 Plus (Poland) ...... 238 Proximus (Belgium) ...... 239 Reliance Communications (India) ...... 240 Rogers Wireless (Canada) ...... 241 Sabafon (Yemen) ...... 242 Safaricom (Kenya) ...... 243 SFR (France) ...... 244 Si.mobil (Slovenia) ...... 245 Singtel Mobile (Singapore) ...... 246 SK Telecom (South Korea) ...... 247 Smart Communications (Philippines) ...... 248 Smartfren (Indonesia) ...... 249 SmarTone (Hong Kong) ...... 250 SoftBank Mobile (Japan) ...... 251 Sonera (Finland) ...... 252 Spark (New Zealand) ...... 253 Sprint Nextel (US) ...... 254 StarHub Mobile (Singapore) ...... 255 STC (Saudi Arabia) ...... 256 Sunrise (Switzerland) ...... 257 Swisscom (Switzerland) ...... 258 Taiwan Mobile (Taiwan) ...... 259 Tata DOCOMO (India) ...... 260 TDC (Denmark) ...... 261 Telcel (Mexico) ...... 262 Tele2 (Latvia) ...... 263 Tele2 (Lithuania) ...... 264 Tele2 (Norway) ...... 265 Tele2 (Russia) ...... 266 Tele2 (Sweden) ...... 267 Telekom (Germany) ...... 268 Telekom (Romania) ...... 269 Telekom (Slovakia) ...... 270 Telekom Slovenije (Slovenia) ...... 271 Telenor (Bulgaria) ...... 272

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Telenor (Denmark) ...... 273 Telenor (Hungary) ...... 274 Telenor (Norway) ...... 275 Telenor (Serbia) ...... 276 Telenor (Sweden) ...... 277 Telia (Denmark) ...... 278 Telia (Sweden) ...... 279 Telkom (South Africa) ...... 280 Telkomsel (Indonesia) ...... 281 Telstra (Australia) ...... 282 Telus Mobility (Canada) ...... 283 T-Hrvatski Telekom (Croatia) ...... 284 Tigo (Bolivia) ...... 285 Tigo (Colombia) ...... 286 Tigo (El Salvador) ...... 287 Tigo (Ghana) ...... 288 Tigo (Guatemala) ...... 289 Tigo (Honduras) ...... 290 Tigo (Paraguay) ...... 291 Tigo (Senegal) ...... 292 Tigo (Tanzania) ...... 293 TIM (Brazil) ...... 294 TIM (Italy) ...... 295 T-Mobile (Austria) ...... 296 T-Mobile (Czech Republic) ...... 297 T-Mobile (Netherlands) ...... 298 T-Mobile (Poland) ...... 299 T-Mobile (US) ...... 300 True Move (Thailand) ...... 301 Tunisie Télécom (Tunisia) ...... 302 Turkcell (Turkey) ...... 303 U.S. Cellular (US) ...... 304 Unefon (Mexico) ...... 305 Uninor (India)...... 306 Unitel (Angola) ...... 307 Verizon Wireless (US) ...... 308 VIBO (Taiwan) ...... 309 Videocon (India) ...... 310 Vietnamobile (Vietnam) ...... 311 Viettel Mobile (Vietnam) ...... 312 Vinaphone (Vietnam) ...... 313 VIP (Croatia)...... 314 VIP (Serbia) ...... 315 Visafone (Nigeria) ...... 316

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

VIVA (Kuwait) ...... 317 Vivacom (Bulgaria) ...... 318 Vivo (Brazil) ...... 319 Vodacom (South Africa) ...... 320 Vodacom (Tanzania) ...... 321 Vodafone (Australia) ...... 322 Vodafone (Czech Republic) ...... 323 Vodafone (Egypt) ...... 324 Vodafone (Germany) ...... 325 Vodafone (Ghana) ...... 326 Vodafone (Greece) ...... 327 Vodafone (Hungary) ...... 328 Vodafone (India) ...... 329 Vodafone (Ireland) ...... 330 Vodafone (Italy) ...... 331 Vodafone (Netherlands) ...... 332 Vodafone (New Zealand) ...... 333 Vodafone (Portugal) ...... 334 Vodafone (Qatar) ...... 335 Vodafone (Romania) ...... 336 Vodafone (Spain) ...... 337 Vodafone (Turkey) ...... 338 Vodafone (UK) ...... 339 WIND (Canada) ...... 340 Wind (Italy) ...... 341 WIND Hellas (Greece) ...... 342 XL Axiata (Indonesia) ...... 343 Y!Mobile (Japan) ...... 344 Yoigo (Spain) ...... 345 yuMobile (Kenya) ...... 346 Zain (Kuwait) ...... 347 Zain (Saudi Arabia) ...... 348 Zain (Sudan) ...... 349 Zantel (Tanzania) ...... 350

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

LIST OF GRAPHICS / TABLES

0.0 EXECUTIVE SUMMARY ...... 1 1.0 INTRODUCTION ...... 5 2.0 GROUP STRATEGY ANALYSIS ...... 11 Total value and users of mobile payments worldwide, 2010 to 2014 ...... 12 Summary of strategic initiatives in insurance (excluding mobile phone and gadget insurance) of leading mobile telecoms groups, 2015 ...... 13 Summary of strategic initiatives in mobile phone and gadget insurance of leading mobile telecoms groups, 2015 ...... 14 Summary of strategic initiatives in assistance programs of leading mobile telecoms groups, 2015 ...... 16 Captive, sister and joint venture insurance partners owned by leading mobile telecoms groups, 2015 ..... 18 Strategic partnerships formed by leading mobile telecoms groups with external insurance and assistance companies, 2015 ...... 19 3.0 BRAND ANALYSIS ...... 20 Mobile operator brands surveyed, segmented by geographical region, 2015 ...... 21 Mobile operator brands surveyed, weighted by subscriber numbers, segmented by geographical region, 2015 ...... 22 Multinational telecoms groups with five or more wholly- or partially-owned subsidiary brands covered by the research, 2015 ...... 23 Provision rates for each type of insurance and assistance product by mobile operator brands, 2015 ...... 25 Provision rates for mobile phone insurance by mobile operator brands, segmented by geographical region, 2015 ...... 27 Weighted shares of competitor partnerships for mobile phone insurance by mobile operator brands, 2015 ...... 29 Provision rates for mobile gadget insurance by mobile operator brands, segmented by geographical region, 2015 ...... 31 Weighted shares of competitor partnerships for mobile gadget insurance by mobile operator brands, 2015 ...... 32 Provision rates for bill payment protection insurance by mobile operator brands, segmented by geographical region, 2015 ...... 33 Weighted shares of competitor partnerships for bill payment protection insurance by mobile operator brands, 2015 ...... 34 Provision rates for identity protection insurance by mobile operator brands, segmented by geographical region, 2015 ...... 35 Weighted shares of competitor partnerships for identity protection insurance by mobile operator brands, 2015 ...... 36 Provision rates for motor insurance by mobile operator brands, segmented by geographical region, 2015 ...... 37 Weighted shares of competitor partnerships for motor insurance by mobile operator brands, 2015 ...... 38 Provision rates for household insurance by mobile operator brands, segmented by geographical region, 2015 ...... 39 Weighted shares of competitor partnerships for household insurance by mobile operator brands, 2015 .. 40 Provision rates for travel insurance and assistance by mobile operator brands, segmented by geographical region, 2015 ...... 41 Weighted shares of competitor partnerships for travel insurance and assistance by mobile operator brands, 2015 ...... 42 Provision rates for accident insurance by mobile operator brands, segmented by geographical region, 2015 ...... 43 Weighted shares of competitor partnerships for accident insurance by mobile operator brands, 2015 ..... 44

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Provision rates for health insurance by mobile operator brands, segmented by geographical region, 2015 ...... 45 Weighted shares of competitor partnerships for health insurance by mobile operator brands, 2015 ...... 46 Provision rates for life insurance by mobile operator brands, segmented by geographical region, 2015 ... 48 Weighted shares of competitor partnerships for life insurance by mobile operator brands, 2015 ...... 49 Provision rates for home assistance by mobile operator brands, segmented by geographical region, 2015 ...... 51 Weighted shares of competitor partnerships for home assistance by mobile operator brands, 2015 ...... 52 Provision rates for legal assistance by mobile operator brands, segmented by geographical region, 2015 ...... 53 Weighted shares of competitor partnerships for legal assistance by mobile operator brands, 2015 ...... 54 Provision rates for medical assistance by mobile operator brands, segmented by geographical region, 2015 ...... 55 Weighted shares of competitor partnerships for medical assistance by mobile operator brands, 2015 ..... 56 Provision rates for road assistance by mobile operator brands, segmented by geographical region, 2015 ...... 57 Weighted shares of competitor partnerships for road assistance by mobile operator brands, 2015 ...... 58 Provision rates for miscellaneous insurance and assistance products by mobile operator brands, segmented by geographical region, 2015 ...... 60 Weighted shares of competitor partnerships for miscellaneous insurance and assistance products by mobile operator brands, 2015...... 61 Operating models used by mobile operator brands for each type of insurance and assistance product, 2015 ...... 63 Operating models used by mobile operator brands for each type of insurance and assistance product, 2015 (table) ...... 64 2degrees (New Zealand): provision, operating models and partnerships for insurance and assistance ... 64 3 (Austria): provision, operating models and partnerships for insurance and assistance ...... 66 3 (Hong Kong): provision, operating models and partnerships for insurance and assistance ...... 67 3 (Indonesia): provision, operating models and partnerships for insurance and assistance ...... 68 3 (Ireland): provision, operating models and partnerships for insurance and assistance ...... 69 3 (Italy): provision, operating models and partnerships for insurance and assistance ...... 70 3 (Sweden): provision, operating models and partnerships for insurance and assistance ...... 71 3 (UK): provision, operating models and partnerships for insurance and assistance ...... 72 A1 (Austria): provision, operating models and partnerships for insurance and assistance ...... 73 Aircel (India): provision, operating models and partnerships for insurance and assistance ...... 74 airtel (Ghana): provision, operating models and partnerships for insurance and assistance ...... 75 airtel (India): provision, operating models and partnerships for insurance and assistance ...... 76 airtel (Kenya): provision, operating models and partnerships for insurance and assistance ...... 77 airtel (Nigeria): provision, operating models and partnerships for insurance and assistance ...... 78 airtel (Tanzania): provision, operating models and partnerships for insurance and assistance ...... 79 airtel (Uganda): provision, operating models and partnerships for insurance and assistance ...... 80 AIS (Thailand): provision, operating models and partnerships for insurance and assistance ...... 81 Antel (Uruguay): provision, operating models and partnerships for insurance and assistance ...... 82 APT - Asia Pacific Telecom (Taiwan): provision, operating models and partnerships for insurance and assistance ...... 83 AT&T Mobility (US): provision, operating models and partnerships for insurance and assistance ...... 84 au (Japan): provision, operating models and partnerships for insurance and assistance ...... 85 Avea (Turkey): provision, operating models and partnerships for insurance and assistance ...... 86 Bakrie Telecom (Indonesia): provision, operating models and partnerships for insurance and assistance87 BASE (Belgium): provision, operating models and partnerships for insurance and assistance ...... 88 Beeline (Kazakhstan): provision, operating models and partnerships for insurance and assistance ...... 89 Beeline (Russia): provision, operating models and partnerships for insurance and assistance...... 90 Bell Mobility (Canada): provision, operating models and partnerships for insurance and assistance ...... 91

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

BH Mobile (Bosnia Herzegovina): provision, operating models and partnerships for insurance and assistance ...... 92 Bouygues Télécom (France): provision, operating models and partnerships for insurance and assistance ...... 93 BSNL (India): provision, operating models and partnerships for insurance and assistance ...... 94 Cable & Wireless (Panama): provision, operating models and partnerships for insurance and assistance ...... 95 Celcom (Malaysia): provision, operating models and partnerships for insurance and assistance ...... 96 Cell C (South Africa): provision, operating models and partnerships for insurance and assistance ...... 97 Cellcom (Israel): provision, operating models and partnerships for insurance and assistance ...... 98 Ceria Mobile (Indonesia): provision, operating models and partnerships for insurance and assistance .... 99 China Mobile (China): provision, operating models and partnerships for insurance and assistance ...... 100 China Telecom (China): provision, operating models and partnerships for insurance and assistance .... 101 China Unicom (China): provision, operating models and partnerships for insurance and assistance ...... 102 Chunghwa Telecom (Taiwan): provision, operating models and partnerships for insurance and assistance ...... 103 Claro (Argentina): provision, operating models and partnerships for insurance and assistance ...... 104 Claro (Brazil): provision, operating models and partnerships for insurance and assistance ...... 105 Claro (Chile): provision, operating models and partnerships for insurance and assistance ...... 106 Claro (Colombia): provision, operating models and partnerships for insurance and assistance ...... 107 Claro (Dominican Republic): provision, operating models and partnerships for insurance and assistance ...... 108 Claro (Ecuador): provision, operating models and partnerships for insurance and assistance...... 109 Claro (El Salvador): provision, operating models and partnerships for insurance and assistance ...... 110 Claro (Guatemala): provision, operating models and partnerships for insurance and assistance ...... 111 Claro (Honduras): provision, operating models and partnerships for insurance and assistance ...... 112 Claro (Nicaragua): provision, operating models and partnerships for insurance and assistance ...... 113 Claro (Peru): provision, operating models and partnerships for insurance and assistance ...... 114 COSMOTE (Greece): provision, operating models and partnerships for insurance and assistance ...... 115 csl (Hong Kong): provision, operating models and partnerships for insurance and assistance ...... 116 DiGi (Malaysia): provision, operating models and partnerships for insurance and assistance ...... 117 Digi Mobil (Romania): provision, operating models and partnerships for insurance and assistance ...... 118 Digicel (Haiti): provision, operating models and partnerships for insurance and assistance ...... 119 Digicel (Jamaica): provision, operating models and partnerships for insurance and assistance ...... 120 Digitel GSM (Venezuela): provision, operating models and partnerships for insurance and assistance .. 121 Djezzy (Algeria): provision, operating models and partnerships for insurance and assistance ...... 122 DNA (Finland): provision, operating models and partnerships for insurance and assistance ...... 123 DTAC (Thailand): provision, operating models and partnerships for insurance and assistance ...... 124 du (UAE): provision, operating models and partnerships for insurance and assistance ...... 125 EE (UK): provision, operating models and partnerships for insurance and assistance ...... 126 Elisa (Finland): provision, operating models and partnerships for insurance and assistance ...... 127 Entel (Bolivia): provision, operating models and partnerships for insurance and assistance ...... 128 Entel (Chile): provision, operating models and partnerships for insurance and assistance ...... 129 Entel (Peru): provision, operating models and partnerships for insurance and assistance ...... 130 E-Plus (Germany): provision, operating models and partnerships for insurance and assistance ...... 131 Etisalat (Egypt): provision, operating models and partnerships for insurance and assistance ...... 132 Etisalat (Nigeria): provision, operating models and partnerships for insurance and assistance ...... 133 Etisalat (UAE): provision, operating models and partnerships for insurance and assistance ...... 134 Expresso (Senegal): provision, operating models and partnerships for insurance and assistance ...... 135 Far Eas Tone (Taiwan): provision, operating models and partnerships for insurance and assistance .... 136 FITEL (Taiwan): provision, operating models and partnerships for insurance and assistance ...... 137 Free (France): provision, operating models and partnerships for insurance and assistance ...... 138

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Geocell (Georgia): provision, operating models and partnerships for insurance and assistance ...... 139 Glo (Ghana): provision, operating models and partnerships for insurance and assistance ...... 140 Glo (Nigeria): provision, operating models and partnerships for insurance and assistance ...... 141 Globe Telecom (Philippines): provision, operating models and partnerships for insurance and assistance ...... 142 Gmobile (Vietnam): provision, operating models and partnerships for insurance and assistance ...... 143 IAM (Morocco): provision, operating models and partnerships for insurance and assistance ...... 144 Idea Cellular (India): provision, operating models and partnerships for insurance and assistance ...... 145 Indosat (Indonesia): provision, operating models and partnerships for insurance and assistance ...... 146 inwi (Morocco): provision, operating models and partnerships for insurance and assistance ...... 147 Kcell (Kazakhstan): provision, operating models and partnerships for insurance and assistance ...... 148 Kölbi (Costa Rica): provision, operating models and partnerships for insurance and assistance ...... 149 KPN (Netherlands): provision, operating models and partnerships for insurance and assistance ...... 150 KT (South Korea): provision, operating models and partnerships for insurance and assistance ...... 151 Kyivstar (Ukraine): provision, operating models and partnerships for insurance and assistance ...... 152 LG U+ (South Korea): provision, operating models and partnerships for insurance and assistance ...... 153 life:) (Ukraine): provision, operating models and partnerships for insurance and assistance ...... 154 LIME (Jamaica): provision, operating models and partnerships for insurance and assistance ...... 155 LMT (Latvia): provision, operating models and partnerships for insurance and assistance ...... 156 Loop Mobile (India): provision, operating models and partnerships for insurance and assistance ...... 157 Iusacell (Mexico): provision, operating models and partnerships for insurance and assistance ...... 158 m:tel (Bosnia Herzegovina): provision, operating models and partnerships for insurance and assistance ...... 159 M1 (Singapore): provision, operating models and partnerships for insurance and assistance ...... 160 MagtiCom (Georgia): provision, operating models and partnerships for insurance and assistance ...... 161 Magyar Telekom (Hungary): provision, operating models and partnerships for insurance and assistance ...... 162 Maxis (Malaysia): provision, operating models and partnerships for insurance and assistance ...... 163 Méditel (Morocco): provision, operating models and partnerships for insurance and assistance ...... 164 MegaFon (Russia): provision, operating models and partnerships for insurance and assistance ...... 165 MEO (Portugal): provision, operating models and partnerships for insurance and assistance ...... 166 Meteor (Ireland): provision, operating models and partnerships for insurance and assistance ...... 167 MobiFone (Vietnam): provision, operating models and partnerships for insurance and assistance ...... 168 Mobilis (Algeria): provision, operating models and partnerships for insurance and assistance ...... 169 Mobily (Saudi Arabia): provision, operating models and partnerships for insurance and assistance ...... 170 Mobinil (Egypt): provision, operating models and partnerships for insurance and assistance ...... 171 Mobistar (Belgium): provision, operating models and partnerships for insurance and assistance ...... 172 Movicel (Angola): provision, operating models and partnerships for insurance and assistance ...... 173 Movilnet (Venezuela): provision, operating models and partnerships for insurance and assistance ...... 174 Movistar (Argentina): provision, operating models and partnerships for insurance and assistance ...... 175 Movistar (Chile): provision, operating models and partnerships for insurance and assistance ...... 176 Movistar (Colombia): provision, operating models and partnerships for insurance and assistance ...... 177 Movistar (Ecuador): provision, operating models and partnerships for insurance and assistance ...... 178 Movistar (Guatemala): provision, operating models and partnerships for insurance and assistance ...... 179 Movistar (Mexico): provision, operating models and partnerships for insurance and assistance ...... 180 Movistar (Nicaragua): provision, operating models and partnerships for insurance and assistance ...... 181 Movistar (Peru): provision, operating models and partnerships for insurance and assistance ...... 182 Movistar (Spain): provision, operating models and partnerships for insurance and assistance ...... 183 Movistar (Uruguay): provision, operating models and partnerships for insurance and assistance ...... 184 Movistar (Venezuela): provision, operating models and partnerships for insurance and assistance ...... 185 MPT (Myanmar): provision, operating models and partnerships for insurance and assistance ...... 186 mt:s (Serbia): provision, operating models and partnerships for insurance and assistance ...... 187

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

M-Tel (Bulgaria): provision, operating models and partnerships for insurance and assistance ...... 188 MTN (Cameroon): provision, operating models and partnerships for insurance and assistance...... 189 MTN (Ghana): provision, operating models and partnerships for insurance and assistance ...... 190 MTN (Nigeria): provision, operating models and partnerships for insurance and assistance ...... 191 MTN (South Africa): provision, operating models and partnerships for insurance and assistance ...... 192 MTN (Sudan): provision, operating models and partnerships for insurance and assistance ...... 193 MTN (Uganda): provision, operating models and partnerships for insurance and assistance ...... 194 MTN (Yemen): provision, operating models and partnerships for insurance and assistance ...... 195 MTNL (India): provision, operating models and partnerships for insurance and assistance ...... 196 MTS (India): provision, operating models and partnerships for insurance and assistance ...... 197 MTS (Russia): provision, operating models and partnerships for insurance and assistance ...... 198 MTS (Ukraine): provision, operating models and partnerships for insurance and assistance...... 199 Ncell (Nepal): provision, operating models and partnerships for insurance and assistance ...... 200 Nepal Telecom (Nepal): provision, operating models and partnerships for insurance and assistance .... 201 NetCom (Norway): provision, operating models and partnerships for insurance and assistance ...... 202 NEXTEL (Argentina): provision, operating models and partnerships for insurance and assistance ...... 203 NEXTEL (Brazil): provision, operating models and partnerships for insurance and assistance ...... 204 NEXTEL (Mexico): provision, operating models and partnerships for insurance and assistance ...... 205 NOS (Portugal): provision, operating models and partnerships for insurance and assistance ...... 206 NTT DOCOMO (Japan): provision, operating models and partnerships for insurance and assistance ... 207 O2 (Czech Republic): provision, operating models and partnerships for insurance and assistance ...... 208 O2 (Germany): provision, operating models and partnerships for insurance and assistance ...... 209 O2 (Ireland): provision, operating models and partnerships for insurance and assistance ...... 210 O2 (Slovakia): provision, operating models and partnerships for insurance and assistance ...... 211 O2 (UK): provision, operating models and partnerships for insurance and assistance ...... 212 Oi (Brazil): provision, operating models and partnerships for insurance and assistance ...... 213 Oman Mobile (Oman): provision, operating models and partnerships for insurance and assistance ...... 214 Omnitel (Lithuania): provision, operating models and partnerships for insurance and assistance ...... 215 Ooredoo (Algeria): provision, operating models and partnerships for insurance and assistance ...... 216 Ooredoo (Kuwait): provision, operating models and partnerships for insurance and assistance ...... 217 Ooredoo (Oman): provision, operating models and partnerships for insurance and assistance ...... 218 Ooredoo (Qatar): provision, operating models and partnerships for insurance and assistance ...... 219 Ooredoo (Tunisia): provision, operating models and partnerships for insurance and assistance ...... 220 Optus Mobile (Australia): provision, operating models and partnerships for insurance and assistance ... 221 Orange (Cameroon): provision, operating models and partnerships for insurance and assistance ...... 222 Orange (Dominican Republic): provision, operating models and partnerships for insurance and assistance ...... 223 Orange (France): provision, operating models and partnerships for insurance and assistance ...... 224 Orange (Israel): provision, operating models and partnerships for insurance and assistance ...... 225 Orange (Kenya): provision, operating models and partnerships for insurance and assistance ...... 226 Orange (Poland): provision, operating models and partnerships for insurance and assistance ...... 227 Orange (Romania): provision, operating models and partnerships for insurance and assistance ...... 228 Orange (Senegal): provision, operating models and partnerships for insurance and assistance ...... 229 Orange (Slovakia): provision, operating models and partnerships for insurance and assistance ...... 230 Orange (Spain): provision, operating models and partnerships for insurance and assistance ...... 231 Orange (Switzerland): provision, operating models and partnerships for insurance and assistance ...... 232 Orange (Tunisia): provision, operating models and partnerships for insurance and assistance ...... 233 Pelephone (Israel): provision, operating models and partnerships for insurance and assistance ...... 234 Personal (Argentina): provision, operating models and partnerships for insurance and assistance ...... 235 Personal (Paraguay): provision, operating models and partnerships for insurance and assistance ...... 236 Play (Poland): provision, operating models and partnerships for insurance and assistance ...... 237 Plus (Poland): provision, operating models and partnerships for insurance and assistance ...... 238

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Proximus (Belgium): provision, operating models and partnerships for insurance and assistance ...... 239 Reliance Communications (India): provision, operating models and partnerships for insurance and assistance ...... 240 Rogers Wireless (Canada): provision, operating models and partnerships for insurance and assistance ...... 241 Sabafon (Yemen): provision, operating models and partnerships for insurance and assistance ...... 242 Safaricom (Kenya): provision, operating models and partnerships for insurance and assistance ...... 243 SFR (France): provision, operating models and partnerships for insurance and assistance ...... 244 Si.mobil (Slovenia): provision, operating models and partnerships for insurance and assistance ...... 245 Singtel Mobile (Singapore): provision, operating models and partnerships for insurance and assistance ...... 246 SK Telecom (South Korea): provision, operating models and partnerships for insurance and assistance ...... 247 Smart Communications (Philippines): provision, operating models and partnerships for insurance and assistance ...... 248 Smartfren (Indonesia): provision, operating models and partnerships for insurance and assistance ...... 249 SmarTone (Hong Kong): provision, operating models and partnerships for insurance and assistance ... 250 SoftBank Mobile (Japan): provision, operating models and partnerships for insurance and assistance .. 251 Sonera (Finland): provision, operating models and partnerships for insurance and assistance ...... 252 Spark (New Zealand): provision, operating models and partnerships for insurance and assistance ...... 253 Sprint Nextel (US): provision, operating models and partnerships for insurance and assistance ...... 254 StarHub Mobile (Singapore): provision, operating models and partnerships for insurance and assistance ...... 255 STC (Saudi Arabia): provision, operating models and partnerships for insurance and assistance ...... 256 Sunrise (Switzerland): provision, operating models and partnerships for insurance and assistance ...... 257 Swisscom (Switzerland): provision, operating models and partnerships for insurance and assistance ... 258 Taiwan Mobile (Taiwan): provision, operating models and partnerships for insurance and assistance ... 259 Tata DOCOMO (India): provision, operating models and partnerships for insurance and assistance ..... 260 TDC (Denmark): provision, operating models and partnerships for insurance and assistance ...... 261 Telcel (Mexico): provision, operating models and partnerships for insurance and assistance ...... 262 Tele2 (Latvia): provision, operating models and partnerships for insurance and assistance ...... 263 Tele2 (Lithuania): provision, operating models and partnerships for insurance and assistance ...... 264 Tele2 (Norway): provision, operating models and partnerships for insurance and assistance ...... 265 Tele2 (Russia): provision, operating models and partnerships for insurance and assistance ...... 266 Tele2 (Sweden): provision, operating models and partnerships for insurance and assistance ...... 267 Telekom (Germany): provision, operating models and partnerships for insurance and assistance ...... 268 Telekom (Romania): provision, operating models and partnerships for insurance and assistance ...... 269 Telekom (Slovakia): provision, operating models and partnerships for insurance and assistance ...... 270 Telekom Slovenije (Slovenia): provision, operating models and partnerships for insurance and assistance ...... 271 Telenor (Bulgaria): provision, operating models and partnerships for insurance and assistance ...... 272 Telenor (Denmark): provision, operating models and partnerships for insurance and assistance ...... 273 Telenor (Hungary): provision, operating models and partnerships for insurance and assistance ...... 274 Telenor (Norway): provision, operating models and partnerships for insurance and assistance ...... 275 Telenor (Serbia): provision, operating models and partnerships for insurance and assistance ...... 276 Telenor (Sweden): provision, operating models and partnerships for insurance and assistance ...... 277 Telia (Denmark): provision, operating models and partnerships for insurance and assistance ...... 278 Telia (Sweden): provision, operating models and partnerships for insurance and assistance ...... 279 Telkom (South Africa): provision, operating models and partnerships for insurance and assistance ...... 280 Telkomsel (Indonesia): provision, operating models and partnerships for insurance and assistance ...... 281 Telstra (Australia): provision, operating models and partnerships for insurance and assistance ...... 282 Telus Mobility (Canada): provision, operating models and partnerships for insurance and assistance ... 283

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

T-Hrvatski Telekom (Croatia): provision, operating models and partnerships for insurance and assistance ...... 284 Tigo (Bolivia): provision, operating models and partnerships for insurance and assistance ...... 285 Tigo (Colombia): provision, operating models and partnerships for insurance and assistance ...... 286 Tigo (El Salvador): provision, operating models and partnerships for insurance and assistance ...... 287 Tigo (Ghana): provision, operating models and partnerships for insurance and assistance ...... 288 Tigo (Guatemala): provision, operating models and partnerships for insurance and assistance ...... 289 Tigo (Honduras): provision, operating models and partnerships for insurance and assistance ...... 290 Tigo (Paraguay): provision, operating models and partnerships for insurance and assistance ...... 291 Tigo (Senegal): provision, operating models and partnerships for insurance and assistance ...... 292 Tigo (Tanzania): provision, operating models and partnerships for insurance and assistance ...... 293 TIM (Brazil): provision, operating models and partnerships for insurance and assistance ...... 294 TIM (Italy): provision, operating models and partnerships for insurance and assistance ...... 295 T-Mobile (Austria): provision, operating models and partnerships for insurance and assistance ...... 296 T-Mobile (Czech Republic): provision, operating models and partnerships for insurance and assistance ...... 297 T-Mobile (Netherlands): provision, operating models and partnerships for insurance and assistance ..... 298 T-Mobile (Poland): provision, operating models and partnerships for insurance and assistance ...... 299 T-Mobile (US): provision, operating models and partnerships for insurance and assistance ...... 300 True Move (Thailand): provision, operating models and partnerships for insurance and assistance ...... 301 Tunisie Télécom (Tunisia): provision, operating models and partnerships for insurance and assistance 302 Turkcell (Turkey): provision, operating models and partnerships for insurance and assistance ...... 303 U.S. Cellular (US): provision, operating models and partnerships for insurance and assistance ...... 304 Unefon (Mexico): provision, operating models and partnerships for insurance and assistance ...... 305 Uninor (India): provision, operating models and partnerships for insurance and assistance ...... 306 Unitel (Angola): provision, operating models and partnerships for insurance and assistance ...... 307 Verizon Wireless (US): provision, operating models and partnerships for insurance and assistance ...... 308 VIBO (Taiwan): provision, operating models and partnerships for insurance and assistance ...... 309 Videocon (India): provision, operating models and partnerships for insurance and assistance ...... 310 Vietnamobile (Vietnam): provision, operating models and partnerships for insurance and assistance .... 311 Viettel Mobile (Vietnam): provision, operating models and partnerships for insurance and assistance ... 312 Vinaphone (Vietnam): provision, operating models and partnerships for insurance and assistance ...... 313 VIP (Croatia): provision, operating models and partnerships for insurance and assistance ...... 314 VIP (Serbia): provision, operating models and partnerships for insurance and assistance ...... 315 Visafone (Nigeria): provision, operating models and partnerships for insurance and assistance ...... 316 VIVA (Kuwait): provision, operating models and partnerships for insurance and assistance ...... 317 Vivacom (Bulgaria): provision, operating models and partnerships for insurance and assistance ...... 318 Vivo (Brazil): provision, operating models and partnerships for insurance and assistance ...... 319 Vodacom (South Africa): provision, operating models and partnerships for insurance and assistance ... 320 Vodacom (Tanzania): provision, operating models and partnerships for insurance and assistance ...... 321 Vodafone (Australia): provision, operating models and partnerships for insurance and assistance ...... 322 Vodafone (Czech Republic): provision, operating models and partnerships for insurance and assistance ...... 323 Vodafone (Egypt): provision, operating models and partnerships for insurance and assistance ...... 324 Vodafone (Germany): provision, operating models and partnerships for insurance and assistance ...... 325 Vodafone (Ghana): provision, operating models and partnerships for insurance and assistance ...... 326 Vodafone (Greece): provision, operating models and partnerships for insurance and assistance ...... 327 Vodafone (Hungary): provision, operating models and partnerships for insurance and assistance ...... 328 Vodafone (India): provision, operating models and partnerships for insurance and assistance ...... 329 Vodafone (Ireland): provision, operating models and partnerships for insurance and assistance ...... 330 Vodafone (Italy): provision, operating models and partnerships for insurance and assistance ...... 331 Vodafone (Netherlands): provision, operating models and partnerships for insurance and assistance ... 332

GLOBAL MOBILE OPERATORS: STRATEGIES IN INSURANCE AND ASSISTANCE

Vodafone (New Zealand): provision, operating models and partnerships for insurance and assistance . 333 Vodafone (Portugal): provision, operating models and partnerships for insurance and assistance ...... 334 Vodafone (Qatar): provision, operating models and partnerships for insurance and assistance ...... 335 Vodafone (Romania): provision, operating models and partnerships for insurance and assistance ...... 336 Vodafone (Spain): provision, operating models and partnerships for insurance and assistance ...... 337 Vodafone (Turkey): provision, operating models and partnerships for insurance and assistance ...... 338 Vodafone (UK): provision, operating models and partnerships for insurance and assistance ...... 339 WIND (Canada): provision, operating models and partnerships for insurance and assistance ...... 340 Wind (Italy): provision, operating models and partnerships for insurance and assistance ...... 341 WIND Hellas (Greece): provision, operating models and partnerships for insurance and assistance ..... 342 XL Axiata (Indonesia): provision, operating models and partnerships for insurance and assistance ...... 343 Y!Mobile (Japan): provision, operating models and partnerships for insurance and assistance ...... 344 Yoigo (Spain): provision, operating models and partnerships for insurance and assistance ...... 345 yuMobile (Kenya): provision, operating models and partnerships for insurance and assistance ...... 346 Zain (Kuwait): provision, operating models and partnerships for insurance and assistance ...... 347 Zain (Saudi Arabia): provision, operating models and partnerships for insurance and assistance ...... 348 Zain (Sudan): provision, operating models and partnerships for insurance and assistance ...... 349 Zantel (Tanzania): provision, operating models and partnerships for insurance and assistance ...... 350

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