Vienna Insurance Group Expands Global Assistance Network to 18 Markets with New Launch in Albania and Over One Million Annual Service Cases

Vienna Insurance Group Expands Global Assistance Network to 18 Markets with New Launch in Albania and Over One Million Annual Service Cases

(IN BRIEF) Vienna Insurance Group has expanded its Global Assistance network with the launch of operations in Albania, extending its assistance services to 18 markets across Central and Eastern Europe. Through twelve service companies employing more than 800 staff, the Group delivers approximately 150 services ranging from roadside assistance and medical support to cyber and concierge services. The network handles more than one million assistance cases annually and supports both VIG policyholders and third-party clients. Built on a model where VIG manages the full service value chain through its own companies, the system allows the Group to maintain strong quality control and continually optimize service delivery. Supported by a digital infrastructure, extensive partner networks, and multilingual teams covering over 20 languages, the Global Assistance platform enables rapid cross-border support across a region stretching from the Baltic Sea to the Mediterranean.

(PRESS RELEASE) VIENNA, 12-Mar-2026 — /EuropaWire/ — Vienna Insurance Group (VIG) has expanded the reach of its assistance services network across Central and Eastern Europe, strengthening its position as a leading provider of support services in the region. Operating under the umbrella brand Global Assistance, the Group now provides its services in 18 markets, following the recent launch of operations in Albania. Through this network, both customers of VIG companies and external clients can access a portfolio of approximately 150 different services.

Value-added services are becoming increasingly important in the insurance sector as insurers seek to deliver more comprehensive and customer-focused solutions. These services help strengthen customer engagement while addressing rising expectations for modern insurance offerings that go beyond traditional coverage.

Gábor Lehel, Member of the Managing Board and Chief Innovation Officer at VIG, emphasized that the Group recognized early on the importance of enhancing insurance offerings with additional benefits. By integrating assistance services into its broader ecosystem, VIG has been able to increase customer interactions with its local brands and foster stronger long-term relationships with policyholders.

To ensure consistent service quality and operational efficiency, VIG relies on its own dedicated service companies to manage the entire assistance process chain. This integrated structure allows the Group to oversee everything from insurance payments and claims management to the delivery of assistance services, creating a unified and streamlined approach.

Lehel noted that managing the entire value chain enables VIG to continually refine and improve service standards. This model benefits both customers and the Group’s insurance companies by ensuring greater reliability, responsiveness, and control over the quality of services delivered.

The network of assistance providers has grown steadily since 2014, when VIG established its first assistance company in the Czech Republic. Today, the Group operates twelve service companies employing more than 800 people, delivering assistance to both Group policyholders and third-party customers across a wide geographic area stretching from the Baltic Sea to the Mediterranean.

VIG’s expansion has been systematic and geographically strategic. After launching operations in the Czech Republic, the network expanded into Slovakia, Bulgaria—which also supports North Macedonia, Kosovo and Albania—as well as Romania, which provides coverage for Moldova. Additional operations were established in Poland, Latvia serving the Baltic states, Georgia, Serbia covering Bosnia-Herzegovina, Croatia, Hungary, and Austria. The addition of Albania further strengthens the continuity of services across the region.

The use of dedicated assistance companies has proven highly effective. The network now manages more than one million assistance cases each year, demonstrating strong demand for these services. The offering spans a broad spectrum of solutions including automotive, healthcare, household support, travel assistance, legal services, cyber and IT support, and concierge services.

These services are available not only to VIG policyholders but can also be booked independently by individuals or organizations without an existing insurance policy. The range of offerings includes roadside assistance, repair services from local tradespeople, medical second opinions, air ambulance coordination, legal assistance in cases such as cyberbullying, and even support for funeral arrangements. Concierge services extend the portfolio further by helping customers secure restaurant reservations or concert tickets.

Digital infrastructure plays a central role in the success of the Global Assistance network. The service companies operate an extensive partner ecosystem supported by substantial operational resources, including over 4,500 towing vehicles, 800 emergency response vehicles, 25 ambulances, and a dedicated air-ambulance jet.

A proprietary software platform connects assistance cases digitally across all participating countries. This system enables rapid coordination of services, facilitates cross-border cooperation, and ensures that customers receive timely and targeted support regardless of where incidents occur. Language accessibility is also a key component of the service model, with teams capable of providing assistance in more than 20 languages.

This multilingual capability ensures that customers receive help in their own language even when travelling or working abroad. For instance, a Polish truck driver experiencing a breakdown in Serbia can receive assistance from support staff who speak Polish, demonstrating the Group’s focus on customer proximity and service accessibility across the region.

Vienna Insurance Group (VIG) is the leading insurance group in the entire Central and Eastern European (CEE) region. More than 50 insurance companies and pension funds in 30 countries form a Group with a long-standing tradition, strong brands and close customer relations. Around 30,000 employees in VIG take care of the day-today needs of around 33 million customers. VIG shares have been listed on the Vienna Stock Exchange since 1994, on the Prague Stock Exchange since 2008 and on the Budapest Stock Exchange since 2022. VIG Group has an A+ rating with a positive outlook from the internationally recognised rating agency Standard & Poor’s. VIG cooperates closely with Erste Group, the largest retail bank in Central and Eastern Europe.

Media Contact:

Wolfgang Haas, MSc
Schottenring 30, 1010 Vienna, Austria
Phone: +43 50 390-21029
mailto: wolfgang.haas@vig.com

All press releases are available for download: http://www.group.vig

SOURCE: VIENNA INSURANCE GROUP AG