Today, they operate as the hidden enablers behind insurance giants, financial institutions, and corporate networks across Europe and beyond.

“What differentiates us,” Saurugg says, “is our ability to combine 24/7 global operations with deeply localized service expertise.” This means embedding AI into claims routing, using predictive analytics to manage risk before a client ever calls, and deploying automation not to replace human contact—but to elevate it.

A Platform for the Future: next_level_2030

If the past decade was about building reliability, the next will be about becoming indispensable. With his signature initiative, next_level_2030, Saurugg is transforming call us into a pan-European strategic platform.

The strategy is bold yet meticulous: modular service expansion, deeper value-chain integration with clients, international growth that adds value—not just scale—and embedding intelligent process control at every operational layer. “By 2030,” he affirms, “we don’t just want to be seen as an outsourcing partner—we want to be a strategic enabler of customer experience and operational excellence”.

The UNIQA Chapter: Independence with Strength

One of the most defining moments in recent years came in 2023, when UNIQA ÖsterreichVersicherungen AG acquired 100% of call us. For many companies, such acquisitions can signal a cultural shift or loss of autonomy. But under Saurugg, the opposite occurred.

“UNIQA gave us stability, access, and strong governance—but we retained our entrepreneurial DNA,” he says. The deal strengthened our corporate resilience while preserving the agility needed in a 24/7 assistance business. It’s this combination—structured freedom—that continues to set them apart.

Technology with a Human Core

In the assistance world, digital tools are essential—but they aren’t everything. “When someone contacts us, they’re often in a moment of stress or vulnerability,” Saurugg notes. This is where call us distinguishes itself. Automation supports—but never replaces—human judgment.

The company’s innovation pipeline includes AI-supported case prioritization, digital self-service portals with live escalation options, and seamless claims processing that integrates with clients’ own platforms. “Intelligent assistance,” as Saurugg calls it, means responding before things escalate and ensuring customers feel seen—not processed.

A Global Network, Locally Rooted

Operating across time zones and cultures, call us’s reach is inherently global. But the backbone is local expertise. From roadside emergencies to medical coordination, their partner network spans the globe, with carefully curated relationships rooted in performance and shared values.

Saurugg is clear: “This isn’t just outsourcing. We invest in long-term partnerships, not transactions.” That investment shows—in the speed, reliability, and quality of service that we consistently deliver, no matter the country or crisis.

Leading Through Clarity, Not Control

In a business where every second counts, leadership can’t be vague. Saurugg’s guiding principles are clear: Clarity. Trust.Responsibility.

“I believe people need to understand why we do things—not just what we do,” he says. That belief translates into a culture where resilience is built on systems, not superheroes. Challenges are shared, not blamed. Learning is encouraged, not penalized. For a team that operates non-stop, across continents and time zones, that consistency is more than morale-building—it’s mission-critical.

ESG with Substance

Long before ESG became a buzzword, call us was living its values. The very core of their business—helping people in crisis—speaks to deep social responsibility. But Saurugg ensures the company’s impact doesn’t stop there.

From ethical AI and data usage to employee well-being programs and resource-efficient workflows, sustainability is embedded in the company’s DNA. “Reliability,” Saurugg insists, “is sustainability in practice. It’s not just about carbon footprints—it’s about trust, consistency, and doing the right thing even when no one is watching”.

The Philosophy of Lasting Leadership

Asked to reflect on his evolution as an executive, Saurugg doesn’t speak about accolades or dramatic turnarounds. Instead, he points to something far more enduring: systems, people, and consistency.

“Successful organizations aren’t built on heroics,” he says. “They’re built on structures that allow people to perform—especially when things are uncertain.” It’s this humility, combined with quiet precision, that defines his leadership. He doesn’t seek the spotlight. He builds the infrastructure that lets others shine.

The Invisible Backbone of a Visible Future

As we look toward 2030 and beyond, companies like call us Assistance International will shape how people experience service—not just in insurance, but across sectors where trust, timing, and technology intersect.

At the center of that transformation stands Bernd Saurugg—not as a flashy disruptor, but as a quiet force of reliability, building platforms where people matter, systems perform, and problems are solved before they begin.

In a world obsessed with visibility, his is a leadership model that thrives behind the scenes—where the real work happens.