Vienna Insurance Group surpasses one million annual assistance cases as Global Assistance network grows across CEE

Vienna Insurance Group surpasses one million annual assistance cases as Global Assistance network grows across CEE

(IN BRIEF) Vienna Insurance Group has expanded its assistance services network under the Global Assistance brand to cover 18 markets across Central and Eastern Europe following the launch of operations in Albania. The network now includes twelve service companies employing more than 800 people and handling over one million assistance cases annually. Through approximately 150 different services, VIG provides support in areas such as automotive assistance, health services, travel support, legal assistance, cyber and IT services, and concierge offerings. These services are available to both VIG insurance customers and third-party clients. The assistance network is supported by a large infrastructure of partners including towing vehicles, emergency units, ambulances, and a dedicated air ambulance jet. A proprietary digital platform enables coordination of assistance cases across borders while multilingual teams provide service in more than 20 languages. By managing its own service companies and overseeing the entire value chain, VIG aims to ensure high service quality and strengthen customer relationships across the region.

(PRESS RELEASE) VIENNA, 9-Mar-2026 — /EuropaWire/ — Vienna Insurance Group (VIG) has expanded the reach of its assistance services network across Central and Eastern Europe, with the vast majority of its core markets now covered. Through companies operating under the umbrella brand Global Assistance, the Group provides a wide range of support services to customers of VIG insurers as well as to third-party clients. With the recent launch of operations in Albania, VIG’s assistance network now operates in 18 markets across the region.

Assistance services have become increasingly important within the insurance industry as customers expect more comprehensive solutions beyond traditional insurance coverage. By offering value-added services, insurers can strengthen customer relationships and create additional touchpoints throughout the customer lifecycle.

Gábor Lehel, Member of the Managing Board of Vienna Insurance Group and Chief Innovation Officer, emphasized that VIG recognized early on the importance of complementing insurance products with additional services that create tangible benefits for customers. According to Lehel, providing these services increases interaction with customers while also strengthening loyalty to local VIG brands across the Group’s markets.

To deliver these services effectively, VIG relies on its own assistance companies that manage the entire service chain, from the initial request through to claims processing and service delivery. This integrated structure allows the Group to maintain control over service quality and continuously refine the customer experience.

By overseeing the full value chain, VIG can optimize processes and ensure consistent service standards across its markets, creating advantages both for customers and for the Group’s local companies.

The expansion of VIG’s assistance network has been gradual and systematic. The first assistance company was established in the Czech Republic in 2014. Since then, the Group has steadily expanded its presence across the region. Today, twelve assistance companies employing more than 800 people operate across 18 countries.

The latest expansion into Albania strengthens VIG’s geographic coverage, allowing the Group to provide support services across a wide corridor stretching from the Baltic Sea to the Mediterranean. Over time, the network has grown to include operations in Slovakia, Bulgaria, Romania, Poland, Latvia, Georgia, Serbia, Croatia, Hungary, Austria and additional markets served through regional hubs.

The effectiveness of VIG’s assistance model is reflected in the scale of operations. The network now manages more than one million assistance cases each year. Customers and partners can access a portfolio of around 150 different services covering multiple categories including automotive, health, household, travel, legal, cyber and IT support, and concierge services.

These services are available not only to policyholders but can also be purchased independently by individuals or organizations that are not customers of VIG insurance companies.

Examples of available services range from roadside assistance and access to tradespeople to medical second opinions, air ambulance arrangements, and legal support in cases such as cyberbullying. The concierge offering also includes lifestyle services such as restaurant reservations and booking concert tickets.

Digital technology plays a central role in coordinating these services across borders. VIG’s assistance companies operate a proprietary software platform that digitally connects cases across participating countries, enabling faster responses and efficient cross-border cooperation.

The network is supported by an extensive partner infrastructure that includes more than 4,500 towing vehicles, 800 emergency vehicles, 25 ambulances and a dedicated air ambulance jet. Multilingual capabilities are also a key element of the service model, with more than 20 languages spoken within the assistance teams.

This multilingual approach allows customers to receive support in their native language even when traveling abroad. For example, a Polish truck driver who experiences a breakdown in Serbia can receive assistance in Polish, demonstrating the network’s focus on accessibility and customer-oriented service delivery.

Through its expanding Global Assistance network, Vienna Insurance Group continues to strengthen its position as a leading provider of assistance services in the Central and Eastern European 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

SOURCE: VIENNA INSURANCE GROUP AG