siam nº17 ingles 22/11/02 12:07 Página 1
SEPTEMBER 2002. No. 17
MAPFRE Asistencia's and SIAM's News Bulletin http://www.mapfre.com/asistencia
Table of Bertie Ahern, Prime Minister of Contents Ireland, Inaugurates the Ireland 4-5 Moody’s gives MAPFRE Assist Offices Asistencia an A1 rating 10 SIAM Consulting is Here 14 Brazil,Winner of the SIAM 2002 Story Contest 15 Central American Regional, Leader in the SIAM 2002 Regatta 30-31 We Talk to… Marta Santamaría Bertie Ahern giving the inaugural address in the Ireland Assist offices. Page 9 Viajes MAPFRE Acquires Viajes Tívoli Agencies and Consolidates its Position in the Spanish Tourism Market
Viajes MAPFRE and the SEHRS Group, alliance for the future. Page 6 siam n¼17 ingles 22/11/02 12:08 Página 2
SISTEMA MAPFRE Julio Castelo, Gold Medal for Merit in Insurance
he Spanish Council of Ministers, in a Castelo Matrán, who has also held T meeting held on June 28, decided to important posts in institutions related to award the Gold Medal for Merit in insurance, is furthermore the author of Insurance to Julio Castelo Matrán, various works on insurance-related Honorary President of MAPFRE topics, while as General Director of Mutualidad, a well-deserved acknow- MAPFRE (a position he held from 1978 to ledgment of his brilliant professional career 1985), he made a decisive contribution to and outstanding contribution to the the establishment of the indemnity scale improvement of Spanish insurance. for personal damages resulting from driving accidents. Julio Castelo Matrán was born in 1941 in Águilas, Murcia, and has a degree in Law. The Medal for Merit in Insurance was He joined MAPFRE in 1961, when he had created in 1947 to honor those national yet to finish his university studies, holding or foreign persons having the most positions of ever increasing responsibility significant history and prestige in until in 1990 he was named President. His insurance, authors of important technical accomplished professional career initiatives or creators of insurance continued until, in April of 2001, after 20 companies with extraordinary national, Julio Castelo Matrán, Honorary President of years of active life, he renounced international, and social interest and MAPFRE Mutualidad. completely in order to devote himself prominence. entirely to his personal and family life. MAPFRE’s Business Performance wins “Dirigentes” Prize
n July 25, MAPFRE received the During the same ceremony other awards O penultimate public recognition of were given out, to the following leaders its business performance from the and companies: Dirigentes Group, at an annual ceremony celebrated in the Salón de Pasos Director of the Year: Carlos Pérez de Bricio, Perdidos in Madrid. President of Cepsa
At this edition, Sistema received the Company of the Year: Hewlett-Packard Dirigentes Business Performance Prize, Project of the Year: Community of Madrid with special emphasis on the profits Business Development: Vallehermoso obtained in 2001 (245 million euros), a 2 growth of 47%, despite the difficulties Communications: TPI experienced by the insurance sector after Security: Prosegur September 11. Business Initiative: Michelin Tires The award was received by Alberto Innovation of the Year: Roche-Farma Manzano, General Secretary of Sistema Cover of the June 2002 issue of Dirigentes magazine, SEPTEMBER 2002 Business Strategy: Lever Favergé MAPFRE, and bestowed by the State featuring the awards from the 2001 edition. Secretary of the Treasury, Estanislao Quality: LG Electronics Spain Rodríguez Ponga, and the General Manager of the Dirigentes Group,Andrea The Business Performance Prize was y Pérez de Castillón, President of Volvo
SIAM News Martinotti. awarded posthumously to Germán López Spain. siam n 4 SIAM News SEPTEMBER 2002 Press ReleasefromMoody S.A.; Outlookisstable toMapfreAsistencia, Strength Rating Moody's AssignsA1InsuranceFinancial eesaesrn,covering regulatory levels are strong, MA'ssolvency Mapfre inter-group pooling. additional liquidityisavailable through MA on-balancesheetliquidityisgood and Moody's notedthat sustain profitability. does notrely oninvestment gainsto Thecompany manage risksproactively. allows thecompanytechnology to MA'sstate-of-the-art costs. start-up andnew business callcenters, systems, includingthecostof averaged 33%, Thelatterhas modest expenseratio. astableclaimsratio(59%)and2. due to1. MA's combinedratiohasaveraged 90-92% fundamentals are good. generally very Moody's saidthatMA'sfinancial presence. primarily upontheavailability ofalocal which businessiswrittendepends Theform in agreements. and viaservice direct channelsandreinsurance treaties, includingthrough in avarietyofforms, MAwritesbusiness 50% oftotalrevenues. and Spaintogetherultimately accountfor Latin American businesssothatEurope istoreducestrategy theweight ofits althoughthecompany's Latin America, Over 63%ofMAbusinessisgeneratedin already inuseby anothergroup entity. locations where theMapfre brandis in Mapfre) International Asistencia brand aswell asSIAM(Sistema company operatesundertheMapfre The direct presence of35these. approximately 50countriesandhasa MAoperatesin As ofJune 2001, assistance tosome700corporateclients. andhome road, (MA) provides travel, Mapfre Asistencia Spain, Based inMadrid, ratingoutlookisstable. Mapfre.The ofCorporacion wholly-owned subsidiary a S.A., rating of A1 toMapfre Asistencia, first-time insurancefinancialstrength L NEWS ¼ 17 ingles22/11/0212:08P Moody's Investors assigneda Service
NEWS : New International Distribution Channel for MAPFRE Asistencia
APFRE Asistencia continues to the customer’s data and travel conditions. M expand its international business Insurance is issued automatically, it is presence. This time, in July, an agreement included in the customer’s purchase of a was signed by Amadeus, which now joins trip, and the transaction is communicated An Image of the MAPFRE’s group of sales networks as a electronically to the MAPFRE Asistencia Segurviaje product. new distribution channel for travel affiliate that will cover the customer in insurance. case of an accident. journalists, who highlighted the novelty of Amadeus is a system for reservation and The agreement was set in motion in the product, which breaks through the sale of plane tickets, other means of Colombia, where Andi Asistencia has obsolete operating procedures currently transportation, and hotel stays, and is used begun to register its first sales. To this end, used in travel agencies. in 56,000 travel agencies and 8,500 airline on September 3 MAPFRE Asistencia’s sales offices around the world. Colombian company introduced the The event was designed from its inception Segurviaje product to the world of with an eye to the agents who work the At the heart of this system is Amadeus Colombian tourism. 500 people attended counter,as they are the ones, after all, who Travel Assistance, an e-solution that the launch between wholesale agents, are responsible for commercializing the provides the travel agent with a form of travel agents, tourism operators, airlines – product. The information provided for selling travel insurance that is simple and including the top executives of the most them related the characteristics, fast, completely trustworthy in managing important airline in the country – and advantages, and benefits of the product, already available to all the travel agencies. Videos were also shown, which explained how to use the AMADEUS system and how either the travel agent or the final customer can activate Segurviaje.
MAPFRE Asistencia is planning implementation of the agreement with AMADEUS in the rest of the Latin American affiliates in the near future, so they can also take advantage of the widest international distribution network in the world, and continue applying the new technology the market offers to improve Guests at the launch, among them Sergio Rivera, manager of Andi Asistencia. quality and service offered to customers. AM Best Renews MAPFRE Asistencia’s A+ Rating his past July, the prestigious United majority of its affiliates to be “excellent”, 5 T States rating agency AM Best according to international criteria of renewed its A+ (highest category) rating capitalization, establishing MAPFRE’s for MAPFRE Asistencia – which had excellent position in the Latin American already obtained this rating last year – and market where, among other means, it did the same with MAPFRE Mutualidad operates through MAPFRE Asistencia.
and MAPFRE Re, in recognition of their SEPTEMBER 2002 financial fortitude. The ratification of the A+ rating for motivated not only by the quality of its MAPFRE Asistencia by AM Best, the oldest management, but also by its solid The American company considered the and most prestigious insurance- international presence, increased this year
capitalization of Sistema MAPFRE and the specialized rating agency in the world, was with the opening of offices in Italy. SIAM News siam n¼17 ingles 22/11/02 12:08 Página 6
NEWS Viajes MAPFRE Continues its Expansion the sales network is expanded to 50 points.
Along the same lines, Viajes MAPFRE, which remains true to its vocation to become an important tourism group in Spain, expects to take its growth strategy further by opening new delegations throughout the country, working towards becoming a reference point for the Spanish traveler.
One sample of the company’s good work are the figures from 2001. During the 2001 fiscal year, Viajes MAPFRE increased its billing by more than 15% over the previous year, continuing with its process of growth. Its business projections for 2002 are for approximately 55 million euros.
Meanwhile, during the last fiscal year the SEHRS Group obtained net profits of 2.9 million euros, an increase of 18.77% over the 2.4 million registered the previous Viajes MAPFRE and SEHRS toast to the success of the agreement. year,and billing of 353 million euros, 48.9% more than in 2000; and to these numbers iajes Mapfre continues its expansion strategic agreement the company’s we must add the investments, totaling Vand has consolidated its position in vacation segment is strengthened and 13.7 million euros. the Spanish tourism sector with the acquisition, on June 28, of the retail business of Viajes TÍVOLI, a company that belongs to the Catalonian tourism group SEHRS and is the most established in Aragón. And to this operation must be added MAPFRE Asistencia’s purchase of 20% of the wholesale travel company RHODASOL/TURIMAR, the leading Spanish tour operator in national business. 6
“The company intends to carry over to the tourism sector the same philosophy of service that has characterized
SEPTEMBER 2002 MAPFRE, the leading Spanish insurance group, with its commitment to the highest standards of quality,” explained Primitivo de Vega, Executive President of
SIAM News Viajes MAPFRE, adding that with this Rafael Senén, Ramón Bagó, and Primitivo de Vega during the ceremony. siam n Two NewDirectorsJoinViajesMAPFRE the launchofInternational Tourism inprojects1984 andparticipating suchas Generalitat ofCataloniafrom 1980to General Managerof Tourism inthe as serving the beginningofhisworking life, associated withthetourismsectorsince Ram For hispart, andtheSEHRSGroup. Mare Internum 200, amongothercompanies,Turismo yMar, of, EgidoMart TURIMAR, General ManagerofRHODASOL/ in addition tohisdutiesasDirector- Nowadays, initssectorSpain. important when theGroup isoneofthemost national consolidationuptothepresent, taking personalchargeofitsexpansionand T founded Viajes career, different positionsduringhisprofessional NEWS Aurelio EgidoMart TURIMAR. Mart and Aurelio Egido of theSEHRSGroup, Ram members: willbejoinedby two new belongingtoMAPFRE Asistencia, Directors, theBoard of wholesale business, 20% ofthe Viajes RHODASOL/TURIMAR retail businessandMAPFRE W Ram ¼ 17 ingles22/11/0212:08P ó n Bag í e,ManagerofRHODASOL/ nez, acquisition ofthe Viajes T Asistencia MAPFRE ith Viajes ó y Agull ó n Bag ó ó new memberoftheBoard MAPFREandPresidentoftheSEHRSGroup. Viajes , n Bag í e,whohasheldmany nez, ó í nez isalsodirector y Agull ó y Agull Í VOLI in1982, ’ s purchase of ó ó President , hasbeen Í VOLI á gina 7 ’ s professional career. honorofhis the GeneralitatofCatalonia,in Jordi November of2001the received in 1979 andfrom 1983to1991, his jobasmayor ofthecityCalellain Agull Bag Convention ofCatalonia(SITC). ” ó mdl thehighesthonorgiven by medal, whohascombinedthisfacetwith , Aurelio EgidoMart “ Creu deSant ó í e,new memberoftheBoard MAPFREandmember Viajes nez, MAPFRE isnow madeupofthefollowing: theBoard ofDirectors of Directors, Viajes With theadditionofthesetwo new over theprevious year. anincrease of11million 41 millioneuros, andrecorded resources of million in2000, upfrom 6 capital of20millioneuros, now of Viajes T owner until The CatalonianSEHRSGroup, Secretary Non-Member Members President Rafael Sen Jos Ortiz Pardo Juan Antonio Antonio N Jos Gerardo Hern Vicente Fern Aurelio EgidoMart Ram Primitivo de Vega Zamora Í OI closed2001witha VOLI, and DirectorofRHODASOL/TURIMAR. F Iglesias Lugo B é é é á lix Mansilla Arcos scones Manuel Mart LuisS ó n Bag é á úñ ó n Garc nchez y Agull á ez Tovar ndez Tard á ndez de í nez í a í nez ó ó n 7 SIAM News SEPTEMBER 2002 siam n 8 SIAM News SEPTEMBER 2002 ADVERTISING ¼ 17 ingles22/11/0212:08P á gina 8 An ad for Ford customers ofIbero An adfor Fordcustomers Asistencia inthePhilippines. oso,Bri hr,adNe .Quirke. Noel A. and Ahern, Bertie Houston, Leisha supervisor operator Sarah Casserly, the photo, In A momentfromthetourofnew installations. siam n of NewIrelandAssistOffices Irish Prime MinisterAttendsInauguration “I NEWS rsdn,RafaelSen President, ny Their objective istofacilitatethecompa- andacutting-edgedesign. technology and are equippedwiththemostadvanced locatedintheCityofGalway, three floors, The officesare inamodernbuildingwith offices ofIreland Assist. inauguratedonJune 29thenew Ahern, Bertie the PrimeMinisterofIreland, all oftheircustomers. This isagrandday for thisgreat teamand inaugurate thenew Ireland Assist offices. executives attended by thetopMAPFRE Asistencia andwas The ceremony beganat2:30p.m. Quirke duringtheceremony. Ireland Assist current andfuture customers, “ amodernfirmthatdevelops Ireland Assist, innovative for products both andservices ¼ ’ 17 ingles22/11/0212:08P s growth andexpansionconsolidate with allofyou toofficially t ’ s my pleasure tobehere today – rmtv eVg,Executive Primitivo de Vega, ’ s GeneralManagerNoel ” With thesewords é ,Managing n, ” explained á gina 9 company step forward inthedevelopment ofour project: for itsconfidenceintheIrishteam whothanked MAPFRE Asistencia Quirke, These numbers were confirmedby Noel annual growth of15%. “ project inanEnglish-speakingcountry MAPFRE Asistencia years ofhistory, economy andpointedoutthataftereleven the evolution ofIreland Assist andtheIrish whofocused hisspeechon Prime Minister, gave way tothe placed intheIrishmarket, his thanksfor theconfidenceMAPFREhas afterexpressing the Mayor who, ofGalway, The firsttospeaktheattendeeswas Assist customers. andnumerous Ireland Mayor ofGalway; of theChamberCommerce;Van Hanley, GeneralDirector Michael Coyle, Institute; President oftheInsurance Moran, includingOliver personalities from thecity, Manager for Europe Regional andNikos Antimissaris, Director, relationship between SpainandIreland, speech inwhichheunderlinedthespecial closedthetalkswitha Primitivo de Vega, The President ofMAPFRE Asistencia, possible. whom today has600,000customersandan “ “ ” none ofthiswould have been ” This new actmarksadefinitive adaliscsoes without andallitscustomers, – aswell asimportant ” Lf orgt rmtv eVg,Bri hr,Ne .Qik,adJh .Burke. andJohnF. Quirke, Noel A. Bertie Ahern, de Primitivo (Left toright) Vega, ’ s new ’ s first Asistencia. wish shared by allofushere atMAPFRE the future ofIreland Assist inGalway, success andshare inyour confidencein to have towishyou thisopportunity members ofIreland Assist: Officer ofIreland dedicatedtothe than withthewords theFirstExecutive There isnobetterway toclosethisarticle Loughrea andSentinel). Times, Connaught CityTribune, Independent, Galway Independent, Connaught Tribune, Advertiser, (TV3 andGalway FM)andinprint(Galway appeared bothintheaudiovisual media received significantmediacoverage and Kieran artist Tobin tothePrimeMinister, the presentation ofapaintingby local whichconcludedwith The inauguration, MAPFRE Asistencia, the level thatisexpectedfrom ofservice We willcontinue tooffer theIrishmarket the Irishmarket andourIrishcompany. result oftheMAPFRE Ireland ofgrowthAssist isahistory asa “ andthiscity.this country whenIhave comfortable felt very visited andIhave tosay Ihave always operations, worked inIreland sincethebeginningofits explaining thatMAPFRE Asistencia The history ofMAPFRE The history Asistencia and ” heaffirmed. ’ s commitmentto “ I amdelighted “ has ” a 9 SIAM News SEPTEMBER 2002 siam n¼17 ingles 22/11/02 12:08 Página 10
NEWS SIAM Consulting, a MAPFRE Asistencia Company Specialized in Consulting, is Born
Within the wide range of services Consulting on Quality offered by SIAM CONSULTING, we Procedures and Key in Hand have initially opted for some of the lines Projects of business described below, though this does not indicate we are closed to Among the activities we have been other opportunities that may come up: developing in our company, everything software commercialization and related to quality control and improving installation, consulting on quality procedures has had a fundamental role, procedures and key in hand projects, aimed at achieving a determined level of and training. excellence for our clients.
Software Commercialization • Permanent auditing of Customer SAP Competence Center Team in Madrid. and Installation Service Centers (C.A.T.)
e live in a society where obtaining Following a clear strategic guideline of • Auditing of the quality of services Wresults is all-important and MAPFRE Asistencia, the company has provided nothing is valued more than the ideas that chosen to develop internal solutions to allow us to achieve those goals. While cover functional necessities, wherever • Key in hand projects for this is true, however, it is clear that good technology offers added value and a implementation of a C.A.T. ideas are not enough in themselves, which factor that differentiates us with is why increasing value is placed on the respect to the market. Fruit of the Training materialization of those ideas and the nature of our products, as well as our people or teams who are capable setting zeal for customized service and our A substantial part of the activities the them in motion. integration needs with hundreds of consultants will carry out are directed clients, MAPFRE is developing a toward training procedures, both in It is in this direction we are now management tool with maximum reference to implementing computer moving, as we must add to the ideas a emphasis on flexibility, scalability, and tools and training the C.A.T. people and spirit of service and choose the best functionality. Furthermore, due to the their intermediate instrument panels. solutions so they will bear fruit. Our imposition of current market We have designed the following courses actions should be the chemical reaction tendencies and thus our clients’ in this line of business: that turns the solution into the correct demands, it works with important formula. aspects of CRM, integrating information • Instrument panel courses proceeding from the client regardless of • Customer interaction courses By acting, and not only by thinking, we that information’s origin (customer • Telephone service courses have become a leading organization in service, sales, claims, accidents, etc.). • CESVIMAP courses the world of service and management. AMA is an integrated solution for We have succeeded in making a number managing accidents from any branch, 10 of ideas reality, and as a result we find based in 100% Oracle technology and ourselves enabled to offer other incorporating a connection to companies our way of getting things cartographic systems, digital done. documentation, and integration with telephone and recording systems. Our experience, our human team, and the
SEPTEMBER 2002 technological tools we have available allow The software commercialization will be us to offer, here and now, the solutions done through SIAM CONSULTING our clients have been demanding for some itself, although agreements have also time. The vehicle selected for this new been signed for national and SAP Competence Center Team in Madrid,
SIAM News adventure is SIAM CONSULTING. international distribution. with Alicia González. siam n¼17 ingles 22/11/02 12:09 Página 12
NEWS Andiasistencia Celebrates Its X Anniversary with a Gala Event
Also present at the event were Rafael others, insurance, banking, mobile Senén, Managing Director of MAPFRE telephones and construction. Asistencia, and Sergio Rivera, General Manager of Andiasistencia. Andiasistencia’s “We expect to achieve a growth of 18% by company video was presented, showing a the end of 2002”, said Sergio Rivera. wide range of products including assistance Andiasistencia is forging ahead into the for travel, the home, for vehicles, medical, coming decade in which we all hope it will commercial, for shared property continue to enjoy the success it has earned ownerships, small and medium companies up to now. and schools, telemarketing, evaluation of bodily injury, medical authorisation, claims handling and contact center services.
Because although Andiasistencia started out in Colombia in the travel sector,thanks to the work carried out over this last Rafael Senén and Sergio Rivera address the guests. decade, it now enjoys a privileged position and develops a wide range of products and brilliant creative idea”. This is services, making this MAPFRE Asistencia “Ahow the Colombian media subsidiary the best assistance company in described the event held by Andiasistencia Colombia. on 9 July to celebrate its X anniversary, which fell on 22 May.The event consisted The figures speak for themselves. firstly of a press conference for Andiasistencia currently handles almost Colombia’s most important media, 100,000 assistance requests a year. Its followed by a gala attended by over 800 Contact Center takes over 65,000 calls a guests, including employees, managers and month, dealing with requests for officials of all the subsidiary’s clients, as information, assistance and procedures well as special guests from potential from 1,500,000 users of 35 corporate clients. clients from sectors including, amongst Part of the stage and act prepared by Andiasistencia. Iberojet Diploma for Sur Asistencia
The Diploma awarded to Sur Sur Asistencia’s excellent performance Asistencia by Iberojet. as part of this program – in which they have been involved since it was set up last year, providing the medical transfer service when travellers experience any kind of problem – has earned our 12 subsidiary this prize, which strengthens the image of their services within the medical assistance field and their company Iberojet awards specialisation amongst senior citizen for excellence of work and travellers. quality of service to
SEPTEMBER 2002 companies participating in Iberojet, which won Chile’s Secretaría its Senior Citizens travel Nacional de Turismo’s (SERNATUR) call APFRE Asistencia’s Chilean program. This program is devoted for bids for senior citizen travel in 2001, is M subsidiary, Sur Asistencia, was exclusively to senior citizens and offers one of the leading companies in the
SIAM News awarded the Diploma the Spanish travel them special prices. tourist sector in Spain. siam n 14 SIAM News SEPTEMBER 2002 Those Tears -Juan Lorenzo -Of course!May Ihave your nameplease? on thedisplay IseethatheisinBrazil. a Spanishpolicyholderbutby thenumber itcouldbe I feel aLatinaccentinhisvoice, over here. Ineedadoctor Eliana, -Good afternoon, analmostsilenthello. slow voice, atired and At theotherendofline, help you? may I Elianaspeaking, -Personal assistance, identify myself according tothedisplay. I justasIusually dofor othercalls, and, I aminthepersonalassistancedepartment through. I hadjustarrived whenmy firstcallgets It seemedjustlike anotherday... VII LITERARY CONTEST Ecs e Mr -Excuse me, At thatmomentIamfilledwithdoubt. He replies inatired voice... -I don What isyour daughter Icheck thathehasafamily policy. -Right, for my daughter. -No, yourself? Mr -Ok, and confirmalltheneededinformation. I immediately locatehiminourdatabase -Mr confusing. istoo thestory I amfeeling quitepuzzled, Á replies Mr butnow Ineedadoctor!, want, -You canhelpchoosingitafterwards ifyou daughter don more specific, -Mr understand whatisgoing on. leaps andthereMy heart andthenI she has tobequick, butit -I needadoctortohelpherbeborn, daughter? hr..Don there... thesoonerambulancewillbe address, -Mr could happen tothatfamily. ofwhat itgoes totheuncertainty begin, My concerngoes beyond thatlife aboutto fearing theworse. At thatmomentIstart -You wouldn -Mr Silence attheotherendofline... wife tothenearest hospital! I cansendyou anambulancetotake your ¼ lvarez. 17 ingles22/11/0212:09P Á Á Á Á vrz pleasegive meyour address so lvarez, ’ vrz Iinsist! lvarez, t know... vrz thesooneryou give your lvarez, vrz whathappens toyour lvarez, Á ’ s name? vrz doyou needassistancefor lvarez, ’ t! ’ nesad. Ihave notime... t understand... – Á and heinterrupts mefirmly. vrz hesays. lvarez, Á vrz Ineedyou tobe lvarez, ’ s coming! ’ t you know your ’ s name? á gina 14 hospital andthatthey willbetakingthe me thatthepersonspeakingisfrom the until themomentIhearavoice informing until Ihearthearrival oftheambulance, I stay online finally sendtheambulance. information regarding theiraddress andI Afterwards Icarefully collecting start to witnessthismoment. me andIthankGodfor having allowed me At thatmomentIletemotionoverwhelm life totheworld. announcing thearrival ofanotherhuman moment whenwe are blessedwiththe cry witnessthemiracleoflife untilthe virtually At thatmomentIkeep quietandjust Iputhimthrough. what hashappened, Central Officeandafterexplainingtohim So Igetincontactwiththedoctorat you will... -I know you willmanage,Mr he willmanage. hethanksmeandsays that Deeply moved, andthatiswhatIsuggest. the delivery I feel out thatouronly optionistocarry He replies calmer. we -Yes, issheOK? to helpyou.Your wife, -Mr not paralyse me. I getmyself togethersothatemotiondoes -She end oftheline. interrupted by thescreams attheother my thoughtsare suddenly quickly, for thoselives andIknow Ineedtoreact At thatpointIfeel completely responsible meet my daughter. wife tohospitalImay notbeabletoever Ifyou take my I wanttobewithmy family. so and Iknow thatthis willbemy lastnight, -I hegoes on... And almostinwhisper, butitmay alsobemy lastday. life, thisisthemostwonderful day inmy much, toourdaughterwe lovegiving birth so Mydearwife is pleasehelpme. -Eliana, -Mr again. number andthankGodIhearhisvoice As fastasIcanredial theregistered indicates thatthecallwasinterrupted. And thatsilenceattheotherendofline -What doyou mean? -I needtoknow my daughter! ’ egtcne,I ve got cancer, ’ Á Á s coming!Icanseeher! vrz laeke am we are going pleasekeep calm, lvarez, vrz how canIhelpyou? lvarez, ’ re inthistogether. ’ m intheterminalstage Á – lvarez,I know lvarez,I at thatpoint Telephonist atBrazil Assist Eliana Gorgonha Fernandes, Those tears... That story... That life... of thosethingswould have beenpossible: becausewithouthimnone even thatfather, butIknow we allhavethat father, amission, Iam happy for thatlife andsadfor cheeks... At thatpointIlettearsroll down my reached thehospital... enough andhadpassedaway whenthey thefatherhadnotbeenstrong However, healthy. completely centimetresforty-eight tall, andwas two kilosseven hundred grams, thatthechildweighed daughter are fine, hospital informing methatmotherand Some few hourslaterIreceive acallfrom we are allhappy.After Ihangup, family there. USD. 500 Prize: FRIEND (Sotiria Greece). Voutsina, Third Prize: 500USD. Prize: Belgium). Goemare, Third Prize: 750USD. Greece) Prize: (Pastros Nikos, Second Prize: 1,000USD. Prize: Brazil). Fernandes, First Prize: yeard ourthird prize hasbeenajointaward. ContestSIAM2002willreceive.This Literary rent prizesthateachofthewinners VII Here you have thedetailsregarding thediffe- contest story Winner's listoftheShort- THOSE TEARS (Eliana Gorgonha (Eliana THOSE TEARS TOM GOEMARE'S TALE (Tom HOMAGE TO A SPECIAL HOMAGE TOA YOU WILL NEVERFINDIT... ê ncia. siam n 16 SIAM News SEPTEMBER 2002 “ Asistencia customersislaunched the professional sectorsinwhichitworks. relationship withthemainprotagonists in recently launchedtostrengthen its corporate clientswhichthecompany ADVERTISING “ M MARKETING ¼ Soluciones 17 ingles22/11/0212:09P Soluciones means ofcommunication: APFRE Asistencia now hasanew ” theinformative bulletinfor , Advertisement for Home Advertisement Assistance in Tunisia. á gina 16 ” wish for sometime people, use toothercompaniesand believe thisknowledge canbeofgreat corporate clients.We wouldcorporate clients.We inthisway withall our is mainly technical, which be abletoshare thisknowledge, , thebulletinforMAPFRE ” heexplains. Mart According toJos ouetto.We documentation. MAPFRE information and enormous amountof Asistencia possessesan clients, products we offer our and thediversity of nature ofourbusiness distinct international markets. range ofinternational experience inawide throughout years of know-how acquired from adesire toshare publication sprangup decision tolaunchthis the Commercial Manager, firm bulletin of thenew MAPFRE Asistencia issue Front cover ofthefirst ’ s International í ” e geis the nez Iglesias, “ hecontinues, , Soluciones “ It hasbeenour “ Thanks tothe ” . é Manuel “ to Advertisement for Travel Assistance in Tunisia. for TravelAssistance Advertisement achieve thisaim. to andwecommitted tomakingevery effort are corporate clients, corporate culture andthatofour oftheMAPFRE part Asistencia that Theideais its future lookspromising. “ With justoneissuepublished, worldwide. corporate clientsthecompany has the managersofmore than700 English andPortuguese) andisaimedat is publishedinthree languages(Spanish, with thefirstissuepublishedlastJune, whichisissuedquarterly The bulletin, in eachissueisakey factor. selection oftheinformation contained iswhywide-ranging readership.This the theneedsandinterests ofa possible, asfar Itaimstocover, sectors. healthandtelemarketing automobile, sections related totheinsurance, The publicationisdividedintofour countries wide rangeofsources indifferent over many years ofexperienceandviaa know-how acquired inshort, with is, sincewhatwe are dealing businesses, provide anadded valuetotheir Soluciones “ Soluciones ” . ” hsol utsatd but hasonly juststarted, ” willcometoform a siam n 18 SIAM News SEPTEMBER 2002 ADVERTISING ¼ 17 ingles22/11/0212:09P á gina 18 Page PROSEGUR advertising Clar ASISTENCIA intheDiario í n (Argentina). siam n 20 SIAM News SEPTEMBER 2002 has appeared intheSpanishpress. A selectionofrecent news itemsinwhichMAPFRE Asistencia PRESS CUTTINGS ¼ 17 ingles22/11/0212:10P á gina 20 siam n¼17 ingles 22/11/02 12:10 Página 21
PRESS CUTTINGS
The following are some of the articles which have appeared in the English press relating to the opening of the Ireland Assist offices.
The Connacht Sentinel Tuesday,August 13, 2002
Galway Independent August 9, 2002
21 SEPTEMBER 2002 SIAM News siam n 22 SIAM News SEPTEMBER 2002 ADVERTISING ¼ 17 ingles22/11/0212:10P á gina 22 Page theHome in advertising Assistance service Turkey. siam n¼17 ingles 22/11/02 12:11 Página 23
VIAJES MAPFRE PRESENTS…
GuatemalaCity
uatemala City was founded by royal to be found. The main G decree by Carlos II in 1776 after an commercial street is earthquake destroyed the original capital Avenida 6 which crosses of Antigua. The city is set 1,500 metres the city from north to above sea level on a plateau surrounded south. The residential area by the Fuego and Agua volcanoes. It is the is further south, around the political and judicial centre and the Avenida La Reforma. Here nation’s cultural life revolves around its to you can find another of two universities, a science academy and a the large green spaces, the number of museums and theatres. Parque Aurora, where some of the city’s best Its history has been marked by continual museums are located, as earthquakes which, to a greater or lesser well as the international degree, struck the city up until 1976. airport, the zoo and the Despite numerous reconstructions – the observatory. The northern The Miguel Ángel Asturias Cultural Centre. most important of which was after the part of the city also has its own park, the In the so-called Zone 4, south of the Plaza huge earthquake of 1917 – the city has Minerva, where you will find an enormous Mayor, there are a number of important retained its grid layout, whilst some public relief map of the country. However, the buildings grouped under the common and religious buildings were reconstructed best views of the capital, pollution name of the Civic Centre, where the City in the colonial style. permitting, are to be found from the Council, the Ministry of Tourism, the Parque de Berlín. Finance Ministry, the Palace of Justice and The heart of the city centre is the Plaza the Banco de Guatemala, amongst others, Mayor or Parque Central, around which a Guatemala City also has its own Maya are to be found.The Miguel Ángel Asturias great number of prominent buildings are ruins, in the outskirts of the city to the Cultural Centre which includes, most west. Known as Kaminal Juyú (the Valley of importantly, the National Theatre, Death), these archaeological remains, only dominates the hill to the west of the Civic partially excavated, offer visitors 200 Centre, whilst to the east lies the Olympic mounds. City. Hotels Surrounding the Plaza Mayor are the Although the museums are spread all over HOTEL WESTIN CAMINO REAL National Palace, the Metropolitan the capital, Zone 13, to the far south, 14 Calle 0-20, zona 10 Cathedral and the Centenary Park. The contains some of the most important, such HOTEL GUATEMALA CITY MARRIOT National Palace was built during the as the National Museum of Archaeology 7ª Avenida 15-45, zona 9 dictatorship of General Jorge Ubico and Ethnology. Its collections of sculptures, HOTEL CIUDAD VIEJA (between 1931 and 1944) to replace fabrics, pottery and Mayan masks is 8ª Calle 3-67, zona 10 another palace which was burnt to the excellent, but the jade collection can only ground in 1925. The Palace is the be described as superb.Also in this zone is Restaurantes headquarters of the Republic’s Presidency. the National Museum of Modern art, with 23 The presidential residence is located just a collection of 20th century Guatemalan RESTAURANTE LE RENDEZ VOUS behind the Palace. The Cathedral, which paintings and sculptures.Another must-see 12 Calle 6-24, zona 10 has been renovated a number of times,was is the Popol Vuh Archaeological Museum, Famous, elegant and expensive. built between 1782 and 1809 and has whose pre-Columbian and colonial RESTAURANTE KACAO survived the 1917 and 1976 earthquakes wonders include a replica of the Códice de
2ª Avenida 13-44, zona 10 retaining all its dignity.Behind the cathedral Dresde, one of the few manuscripts with SEPTEMBER 2002 Typical Guatemalan haute-cuisine. is the Central Market, a modern building, Mayan drawings still preserved today. The RESTAURANTE CASA VERDE rebuilt after 1976, which offers a wide Ixchel National Costume Museum houses 16 Calle 6-17, zona 10 range of shops and stalls specializing in a magnificent collection of bright, colourful
International cuisine in elegant surroundings. crafts, fabrics and tourist souvenirs. Mayan clothing. SIAM News siam n 28 SIAM News SEPTEMBER 2002 ADVERTISING ¼ 17 ingles22/11/0212:11P á gina 28 Ibero advertisement. Asistencia (Argentina) siam n¼17 ingles 22/11/02 12:11 Página 29
SIAM MENÚ The first course… Blini “From Russia ... with lo- Preparation 6. Let it rest again. ve.” Larisa Kalinina has 1. Stir the milk or hot water into the ye- 7.When it rises, beat it and then let it rest sent us in a legendary dish ast, which has been diluted in a little wa- again. with which Russia sees off ter. 8.When the batter rises, spoon tablespo- the winter in February 2. Mix this batter well with half the flour. ons into rounds onto a hot skillet lightly each year: Blini. 3. Let it rest for one to 11/2 hours at bet- brushing it with fat before making each ween 25º and 35º. blini. Ingredients 4. Beat the mixture when it begins to sink, Hot and cooked golden brown on either 160 g. flour, 2 eggs, 250 cl. milk, 3 tbs. su- adding the salt, sugar, butter and thick cre- side, the blini can be served accompanied gar, 11/2 tsp. salt, 30 gr. active yeast, 30 g. am, mixing it together to get a smooth by red or black caviar after an aperitif of butter, 30 cl. of cream. batter and then add the rest of the flour. chilled vodka, or alternatively filled with 5.Add the warm milk little by little, stirring whatever you like: meat, fish, cheese, jam ... constantly. Second course… Lamb Madiha, an operator at cup of chick peas (dry), 1/2 tsp black le- the carrots and oven bake until golden. Gulf Assist, tempts us mon, 1/2 tsp. mixed spice salt. 4. Fry the chopped onions in the ghee, and with this second dish in • Tomato sauce: gradually add the stock adding up to six our international menu: 1 tsp. crushed garlic, 1 cup of tomato jui- cups of water, season with salt and cook lamb. ce, 2 tbs. tomato paste, 1 tbs. corn oil. to boiling point. Ingredients Preparation 5. Add the rice to the water and cook 3 cups of rice, 1kilo of lamb, 6 cups of wa- 1. Wash the rice and soak in water for over a moderate heat until most of the ter, half a cup of chopped onion, 2 tbs. 1/2hour to drain. water has evaporated. Ghee rice, 1 tsp. saffron, 1 tsp. Cardamon 2. Soak the saffron in 1/2 cup of hot water, 6. Lower the heat, cover the pot and put powder, 1 tbs. mixed spice salt, 2 carrots, add cardamon and mixed spice salt and in on a heavy metal plate for 1/2 hour. 2 potatoes. mix well. Wash the meat, put in pot and Pour the rest of the saffron mixture over • Stock spice ingredients cook until the water has evaporated, then the rice. Put the meat and filling on the ri- 5 cardamon pods, 2 cinnamon sticks, 2 bay add more water and the spice stock. ce and cook for a 1/2 hour. leaves, ginger (2 cm), an onion, 2 garlic clo- Simmer until the meat is tender. 7. Pour the rice onto a service dish, gar- ves. 3. Remove the meat. Brush the surface nish with the filling and meat and serve • Filling with the saffron mixture and put in on a with tomato sauce. 1 cup of chopped onion, 1 tbs. raisins, 1/2 greased oven tray. Add the potatoes and
And for dessert … Pineapple Caramel Custard Letty Hidalgo, from neapple (8 rounds), 2 pineapple jellies, 2 3. Boil the liquid and add the pineapple Federal Assist, invites us cups of pineapple juice liquid. jelly. to finish off our delicious Preparation 4. Stir in until well absorbed. menu with a really 1. Make a caramel and coat the inside of a 5.Add the other cup of liquid and mix the 29 American-style dessert. mould with it. two tins of milk with the jelly. Ingredients 2.While it is cooling, strain the pineapple 6. Add the pieces of pineapple and put in 1 tin of condensed milk, 1 and measure the liquid, adding water to the refrigerator until it sets. tin of evaporated milk, 1 tin of crushed pi- make up one cup. 7.Turn out onto a plate and serve. SEPTEMBER 2002 Let us try your recipes too. Send them to this e-mail address: [email protected] SIAM News siam n¼17 ingles 22/11/02 12:11 Página 32