GROUPAMA / 2018 Registration document

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

Groupama’s customer vision (b) as a “responsible insurer”

association, national police force, highway companies, etc.), and local actions thanksto exceptionalcoverage of theterritory. For example,the “Groupama,ma préventionmétéo” app has been extended to beneficiaries registered on the “Groupama, toujours là” app, as part of the extension of the Groupama Predict service (prevention for local authorities) to individuals, professionals, and businesses for all several regional mutuals. The Group is developing – and will increasingly develop – prevention services in connection with the growth of connected objects (particularly through auto, home, health, with young people, seniors, professionals including farmers, businesses, etc.). During 2018, 85,472 customers or non-customers (63,250 in 2017) were made aware or trained on prevention by the Group’s teams (excludingCentaure centres). Preventionists carried out 13,986 missions (technical prevention and general public action) in 2018 (-5,827 compared with 2017). This decrease is mainly due to a general public automobile safety action deployed in 2017 by a regional mutual, having reached more than 5,000 peoplewho werenot renewed in 2018. Our prevention actions Group together five major areas: health, road safety, home risks, agricultural prevention and industrial risks and local authorities. Content on prevention is regularly posted on the social networks, Twitter accounts, or Facebook pages of the various entities of the Group. Health insurance In health insurance, the Group takes action in a culture of prevention – by covering many acts of prevention, reimbursed by the compulsory scheme or not – and is actively engaged in informing andmobilising policyholders. The supplementalhealth offerings take this approachto prevention into account, with, in particular, reimbursement for prescribed vaccines not reimbursed by social security, a free annual oral and dental check-up, covered fluoride treatmentsfor children, smoking cessation, prescribed antimalarial medicines, etc. Specific prevention cover for policyholders aged 55 and older is incorporated into the senior offering, particularly in dental (gum treatment) and podiatry/podology and provides cover for treatments notreimbursedby the compulsoryschemes. The prevention advice to customers and non-customers is presented both during health conferences (on topics such as nutrition, physical activity sleep, elimination of risk factors like tobacco and alcohol, self-medication, etc.) and through groupama.fr in the form of guides and health profiles on various topics. The websites www.bienmangerpourmieuxvivre.frprovides tips for better eating. Sections are dedicated in particular to the elderly, children, pregnant women, and athletes. The Group is a partner of the website published by “Saveurs et vie”, a specialist in providing custom at-home meals and nutritional care. Monthly helpful tips (the seasonal basket, for example) and fun sections are exclusively reserved for theGroup’s policyholders.

In 2018, Groupamanow ranks as the number 2favourite insurer of the French, and all the regional mutuals are seeing a significant increase intheir rate of highly satisfiedcustomers. The strong mobilisation of the teams since the launch of the Improvement of Customer Satisfaction (ASC) initiative is therefore confirmed withimproving resultsfor the third consecutive year. In 2018, Groupama’s net recommendation index (NRI) was four points above the average market. 96% of our customers are satisfied or highly satisfied with their relationship with their customer advisor. This is further proof that reinforces our mutualist model, the relevanceof the regional network, and the engagement of the teams inthe field. A campaigncalled “6 Commitments forSatisfaction”was launched in 2018 to continuethis momentum. Responsible customer relations are at the heart of a responsible business activity and the expectationsof membersand customers. Over three years, Groupama’s perception as a “responsible insurer” (indicator extracted from the “Enquête concurrence” ranking, based on four relationship-basedcriteria: listening, clarity of responses, monitoring, and suitable covers) has increased from 11.9/20 points in 2016 to 13.4 points in 2018, within the market average; the perception of claims management (based on the internal survey) is47% highly satisfiedand 81% satisfiedand highly satisfied. Prevention (c) For more than 60 years, Groupama’s prevention policy has been reflected in a concrete commitment in areas pertaining to economic, social, and environmental responsibility: protection of people and property as well as the sustainabilityof businessesand the preservation of the environment. Driven by the strong convictionsof the mutualist Directors (elected representatives)and the employees, it favours anticipation and long-term actions to serve ourmembersand customers. For companies of the Group, applying a large-scale prevention policy means encouraging the emergence of responsible attitudes towards risks while being economicallyefficient. Various prevention actions are carried out, from technical prevention (business risk inspections, electrical or alarm installation advice, etc.) to institutional prevention with the general public, customers or non-customers (road safety awareness for schoolchildren, prevention of accidents in the home, conferences on topics of health, meteorology, andclimate change,preventionof theft, etc.). Preventionhas taken shape over time throughmultiple individualor collective, innovative or original actions seeking to reinforce the safety of individuals and property on all of their private and professionalrisks. The deploymentof prevention actions conforms to a strategy specific to the Group, a source of expertise and legitimacy: integrationof dedicated resources (teams of prevention inspectors, Centaure centres, etc.), partnerships of excellence (Predict, Météo France, the Prévention Routière road safety

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REGISTRATION DOCUMENT 2018 - GROUPAMA ASSURANCES MUTUELLES