GROUPAMA / 2018 Registration document

OVERVIEW OF THE GROUP STRATEGY

numerous tax and regulatory developments; ❯ significant technological advancements, with digital technology ❯ playing an increasingly significant role, and access to large quantities of information. Insurers need to be able to process information, and big data and advanced analytics represent considerableopportunitiesin keeping withour ethics.

accelerating our development by expanding and strengthening ❯ our distribution capacity and by combining services with insurance products; remainingeconomicallyefficient by achievingour contributionsin ❯ all Groupcompanies andkeeping the combined ratio at the right level. A culture of efficiency Through efficiency, the Group’s operating costs can be controlled, while offering good service quality forcustomers. The efficiencyfocus breaks down into two major action areas: commercial efficiencyby optimisingdistribution networks; ❯ operational efficiency to simplify and digitise operating ❯ processeswhile improvingthe necessary controls. The quest for efficiencycan also be seen in the developmentof our industrial model to make it more efficient, less costly, and more agile: sufficient standardisation of operations and information systems, implementation of interconnection and interoperation capabilities, making white-label management a growth driver, speeding up market introductions and deployments, and constructingthe Group’s future information system. Committed employees To ensure that the implementation of the strategic project is a collective success, the mobilisation of the Group’s human resources to benefit everyone is essential so that our energy and talents are focused onserving ourcustomers: developmentand adaptationof employee skills are reinforcedto ❯ promote professionalism and mobility as well as personal fulfilment; supervision and management are strengthened in their actions ❯ to better highlight andchannel team energies; employees are included in the improved business performance ❯ to better orient it for thebenefit of customers; continued discussions about the development of the business ❯ lines and the skills needed make it possible to identify the potential talent of tomorrow;- lastly, developing the quality of life at work is essential, particularly through high-quality industrial dialogue. The level of pride in belonging to the Group makes it possible to assess and reinforce the general commitment rate among employees.

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A GROUP WITH SOLID 1.4.2. STRENGTHS

The Group has a number of key strengths and differentiating factors that allow it to copewith this challengingenvironment: a dense anddynamic institutionalnetwork; ❯ a presence across all distributionchannels with one of the most ❯ extensive networks in France and a website recognised as one of the most complete; a market-leadingposition on the P&C and health and individual ❯ protection markets; very strong and complementarybrands, enabling it to address ❯ all typesof customer base; an extensive range of insurance and banking products and ❯ services, enabling it to cover all of our customers’ needs; an international network. ❯ Groupama has built its strategic programme around these key strengths. Highly satisfied customers Customer satisfaction is at the heart of the Group’s concerns – it is both a mutualist requirement and an economic approach. The strategic plan to increase customer satisfaction continues to be rolled out. Establishing a unique, differentiating relationship with our customers, based on proactive advising, will allow us to be recognised as a trusted partner who takes their interests into account and is at their side. We aim to be among the favourite insurers of customers in France and to gain NRI (net recommendation index) points. We also seek to give our brand the power to attract customers, ensure that they have made the right choice with Groupama, and make our employees and elected representatives proud to work with Groupama. Profitable development Improving technical control across all business lines is a key strategicpriority based onthe followingthemes: increasingmarket shares in businessactivitieswith higher added ❯ value: strengthening our position as leader in the agricultural market, becomingone of the top players in personal protection, and becominga leader in ourareas of recognised expertise; A STRATEGIC PROJECT BASED 1.4.3. ON FOUR FOCUSES

11 REGISTRATION DOCUMENT 2018 - GROUPAMA ASSURANCES MUTUELLES