GROUPAMA / 2018 Registration document

CORPORATE SOCIAL RESPONSIBILITY (CSR) GROUPAMA’S 2018 EXTRA-FINANCIAL PERFORMANCE REVIEW

French people aged 45-55 years have not prepared for retirement at all. 68% consider themselves to be poorly informed about the steps to be taken, and 72% do not have a clear vision of their future pension. Almost half of 45-55-year-oldsare still confident in the pension system, and only 30% of 25-35-year-olds feel the same way, 17 points lower than the pivots. 39% of 25-35-year-olds believe that they will continue to work after age 62. Survey on Artificial Intelligence in customer relations ❯ (November 2018) To better understand changes in attitudes in the digital age, Amaguiz, a Groupamasubsidiary, looked at the opinions of French people. Through an OpinionWay survey, the insurer asked them about their perception of the innovations offered by the brands with regard to customer relations and, in particular, the use of artificial intelligence. While more than one in ten French people (14%) believe that this innovation is an opportunity to improve the lives of everyone, 27% believe that it will benefit a minority of people, and 26% believe that it will even have a negative impact on society. However, nearly one in two French people (47%) feels that this is the brands’ way to try to make consumers more autonomous, a figure in line with the increasing demand among the French in this area. Notably, more than one in ten French people (13%) would still be willing to trust artificial intelligencemore than humanintelligence. The results of these surveys are one of the valuable tools leading the Groupama group to reflect on the developments to be monitored in order to offer services that best meet the expectations of ourmembers andcustomers. Significant events ❯ unveiling of the new brand campaign in which Groupama ■ reaffirms its local roots and close relationships as levers of customer satisfaction; Groupama,the leading insurer of farmers, is becomingone of ■ the main partners of La Ferme Digitale, an association of startups aiming to promote innovation and digital to serve agriculture andrisk prevention; launching of solidarity-based home insurance in partnership ■ with several municipalities in western France; Groupama, insurer of the “pivot generation”: a dedicated ■ section atwww.Grand-Mercredi.com; opening of the Sévéane care network to osteopathy ■ and chiropractic; reaffirmation of the commitment to risk prevention, especially ■ road risks, through the Vigielent app, awarded the 2018 Road Safety Innovation Award, and a partnership with the Prévention Routière road safety association and the first award ceremony of the“PrudentCity” labels. Proximity and service (a) As a responsible insurer, the Group is very attentive to the quality of advice and close relationships, a source of good knowledge of needs, proposals of adapted solutions, rapid payment of benefits, and mutual trust withmembersand customers.

Especially in the event of bad weather, such as the floods in Aude at the end of 2018, the Group’s teams and elected representatives mobilise in the field. Beyond the collection of the declarations of affected members and customers, the goal of the employees and elected representatives is to express their empathy and detect situationsof distress and, if necessary, rehousingproblems. Speeding up repairs and supporting people, especially facilitation, are major concerns;more and more self-careoptions (with apps or online claim reporting) and the platforms developed by the Group (Sévéane, CapsAuto, FMB) are available to customers for a faster service at the best cost. The same is true internationally,with the MyAngel (auto) app in Italy (an appraiser on site within 30 minutes after an accident, list of the nearest repair shops, compensation periods of just a few days). A comprehensiveapproachto assisting victims of bodily injury is also put in place and facilitated by the Groupama Assurances Mutuelles Bodily Injury Division. For better customerknowledgeand to further ensure the relevance of our advice, theGroup is working on Artificial Intelligence. New conversationalmeans are being deployed to further improve the quality of the customer relationship, such as the Héloïz voice app on Google Assistant by the Amaguiz subsidiary in 2018. The Hector chatbot provides an complementary service on closing times. Similarly, the Group and its companies prepared for the implementationof the Insurance DistributionDirective (2018). With regard to savings and retirement, a Group programme already aims to optimise advice and proximity throughout the life of a policy. Groupama favours the global, long-term approach depending on needs. With regard to the “pivotal generation”, who often have to help both their children and their parents: In 2018, Groupamapartnered with grand-mercredi.com,the first community of grandparents in France to create aWeb section dedicatedto their needs. In Italy, 2018 marked the launch of a global approach My Protection, Groupama Assicurazioni’s first modular insurance solution, capable of providing insurance cover, consisting of four categoriesof needs (life,health, home, wealth). Relations with members and customers. Each year, 300,000 members participate in the General Meetings of our approximately 3,000 local mutuals, which gives them decision-making power within the mutual.The electedrepresentatives/employees/members relationship is an essential asset for capturing expectations. In addition, the four Gan specialised networks have strong territorial roots in France,and the Groupalso has local networks abroad. The Group and its companies are developing a multi-channel strategy to strengthenproximity.Real-timecontact, face-to-faceor remotely, is essential today. On the Internet, the “advice” and “customer” areas are clear and exhaustive (they contain all the policies; the health insurance customer area was overhauled),and the use of e-signaturesis growing (950,000 in 2018, or 80,000 per month, compared with 45,000 per month at the end of 2017). Some of the Group’s companiesare developingvideo experiments in branchesor mobile branches (Groupama Car).

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87 REGISTRATION DOCUMENT 2018 - GROUPAMA ASSURANCES MUTUELLES