GROUPAMA / 2019 Universal Registration Document

4 CORPORATE SOCIAL RESPONSIBILITY (CSR) Declaration of Extra-financial Performance

The Group and its companies are developing a multi-channel strategy to strengthenproximity.Contact, face to face or remotely, in real time, at the customer’s choice, is in keeping with how today’s society operates. On the Internet, the “advice” and “customer” areas are clear and exhaustive (they contain all the policies,certificates,the ability to report claims, etc.),and the use of e-signatures is growing (950,000 in 2018, 1,290,000 in 2019). Some of the Group’s companiesare developingvideo experiments in branches or mobilebranches (Groupama Car). Performance indicators ● proximity and support (criteria: listening, clear answers, ● monitoring of policies, and suitable covers); Groupama is gaining ground and earned a score of 13.6/20 pointsin 2019 (13.4 points in 2018), but the market is progressing more quickly (14.07/20 in 2019;13.25 points in 2018); quality of claims management:Groupama remained stable in ● 2019 with 47% “Very Satisfied”and 81% “Satisfied”and “Very Satisfied” (internalsurvey,claims lessthan a year old). The ability to respond,with sustainableand economicallyaffordable solutions,to new customerneeds/expectationsrelated in particular to transitionchallengesand accessibilityis one of the fundamentals of our social utility. The issues of taking into account(or risk of not taking into account) needs in terms of protection,associatedwith the challengesof the increasingly rapid changes in the world (demography/ageing, mobility, digital including cyber-attacks,new forms of work, urban violence, regulatory “avalanche”  (1) , increased litigiousness of society, etc.) and adaptation to the budgetary resources of policyholders are significant. The issue of accessibility is more financial(the increasein premiumsin the mediumto long termmust be controlled) than physical, as the Group’s locations are throughout the territory, particularly in rural areas, and the multi-channel distribution system is complete. It should be noted that with regard to geographical aspects, the market’sreinsurers,whichmonitorchanges in the portfoliosof their cedingentities,can guide the underwriting,but the share of this risk due to reinsuranceremains immaterial. Understandingexpectationsis one of our Group’s imperativesand is one of the natural conditions for its long-term development. In fact, the analysis shows that the risk is not so much about missing out on societal demand (solutions can be found for the vast majority of expectations,but for certain needs, the problem of the size of the insurable amount may arise), but being able to control the risk of premium increasesover time, knowingthat at this stage, insurance in France, whether life or non-life, is one of the top markets in Europe. Advances in data knowledge (thanks to data and artificial intelligence)increase the possibilitiesof assessingand pricing risk as accurately as possible, while maintaining the fundamental principle of mutualisation.Lastly, we must be vigilant The issue of protection needs (c) (coverage of societal issues)

about segments of the population (such as students and pensioners) whose incomes aremore limited. Another risk factor to be taken into account in the environment is the prevailing negative interest rates, and that will force us to reconsider the products,especially in life insurance. Offering insurance solutions that are “buyable” by as many people as possible directly echoes our purpose. Societal changes are integrated into our strategic plans (pillars of Vision, Podiums, etc.), including fasterplacement in production of offerings. Groupama has an exceptional field network and elected representatives(33,500 people)who understand the expectations of members, oversee the accounts of local mutuals, promote prevention actions, and so on (see previous point on customer satisfaction). Everything is geared towards an even more personalised approach to the needs of members/customers. There are plenty of examplesof suitable insurancesolutionsoffered by our companies:young drivers’ policies with a driving course at no extra cost, cyber offering – at no extra cost – in multi-risk offerings for professionals, “mini” options in prevention/health insurancewith systematicconsiderationof the pricing impact of the offerings, in life insurance,widespreadimplementationof customer studies (quantitative and qualitative) to better understand and, where appropriate,develop GroupamaGan Vie’s positioning on a particularproduct,the “Lunettespour tous” partnershipin group life insurance, etc. At the end of2019, in line with the new PACTE law, Groupama Gan Vie successfullylaunched its range of Savings/PensionPlans (PER) and associated services (advice, simulations, etc.) and the HUG programme (effortlesssavingfor retirement). To reinforcethe responsiblenature of our offerings,the GroupCSR Strategy has planned for the coming yearsthe developmentof an internal CSR criteria grid that could serve as a reference for evaluating and, where appropriate, upgrading our products and services. Note the importance of reinsurance that supports product innovation, particularly on emerging risks ( e.g. cyber risks, income stability insurance for farmers, and yak insurance to fight poverty among Chinesefarmers). Anticipating risk: prevention, a strong policy of Groupama ● for more than60 years Driven by the strong convictionsof the Mutualist Directors (elected representatives) and the employees, it favours anticipation and long-term actions to serve ourmembers and customers. For companies of the Group, applying a large-scale prevention policy means encouragingthe 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, and climate change, prevention of theft, etc.).

The risk related to regulatory developments is addressed in part 5 of the “URD”. (1)

77 Universal Registration Document 2019 - GROUPAMA ASSURANCES MUTUELLES