GROUPAMA / 2020 UNIVERSAL REGISTRATION DOCUMENT

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

Covid-19 crisis and responsibility (a) to our policyholders

partner retailers, themselves often members. For our “pros” advisors, the Pro’ximité service was launched (all the useful information about supporting pros during the crisis, financial aid, assistance, protective measures, etc.), which won the 2020 silver prize in the Trophées de l’assurance in the Exceptional Circumstances category. In December 2020, Groupama confirmed that it will apply the agreement reached in Bercy between the Minister of the Economy and Finance and insurers. It will implement the measures announced for 2021 to support hotel operators, café owners, and restaurant owners as well as businesses and professionals in the tourism, culture, entertainment, and sport sectors with up to 250 employees. These additionalefforts to help thosemost economicallyharmedby the health crisis, supplementing the many mutual insurance measures taken in 2020 by Groupama and its regional mutuals within the territories (see section 4.2.2.5). Throughout this year, Groupama’semployees remained continuouslymobilised to assist our members with the support of our mutual insurance elected representatives. The associatedrisk is a failure to advise. Fulfilling the duty to advise and to communicate the most meaningful information possible is obviously a major issue and a significant risk managed as such by the Group and its companies,as financial playersoffering insurance or savingssolutionsto its policyholdersand customers.At the heart of this management is the proper deployment of the IDD in the Group (2) . This regulation includes the requirement to design products and distributethem to an identifiedtarget market. In order to ensure that marketing is properly monitored, this governance also provides for post-market analyses ( via feedback from distribution networks) to make sure that our products meet the needs of customersfor the long term. As such, on the life insurance scope, Groupama Gan Vie has implemented the notion of “recommendations”, which relies on specific offerings constructed by the insurer to meet customerneeds and regulatoryrequirements (delegated management and recommended allocations without a management mandate). From a distributionperspective,this system has led to a significant increase in the quality and level of formalisationwith regard to the duty to advise. The sales approachthus fully incorporatescustomer discovery by developingactive listeningand the needs of prospects to offer them a product that fully meets their expectations and interests. For example, with regard to the distribution of individual life and health insurance products, Groupama Gan Vie has developed sales support tools for each network to secure and ensure traceability of sales actions. The issue of “sound advice” given to our members (b) and customers

Since the beginning of the health and economic crisis, the reorganisation of our logistics and operational chains has been essential in order to ensure continuity of service for our policyholders. Support actions for all members and customerswere very quickly implemented, fully illustrating the local mutual insurance promise. Groupama published an “open letter to its 5 million members and customers” on 17 April (in the national press and 66 titles in the regional press): the mutual insurance group has mobilised all its resources to support those who have been able to continue working and those who cannot and to prepare for an inclusive recovery. More than €100 million was devoted to expressions of solidarity with policyholders of all categories (individuals, pros – including medical staff, farmers, local authorities, and businesses): specific assistance initiatives and action and Communications Plans (informing, guiding, providing remote support, including prevention advice); a million telephone calls made by the regional mutuals during the year (200,000 in a normal year). This support was aimed primarily at entrepreneurswho have lost any source of income due to the ban on their working as well as vulnerable people who have to protect themselves from the virus more than others. Aware of their social responsibility, the Group’s companies have maintained guarantees in case of payment difficulties, provided contribution reductions or discounts on certain policies, cancelled premiums or halted payment reminders, and paid daily allowances for vulnerable people (pregnant women and the chronically ill). Specific measures were targeted, for example, at farmers holding TMA (1) (refund of two months of contributions) to thank them for their role in feeding the population. Personalised measures were implemented to help professionals in hardship pay their contributions, and the Group contributed to the national solidarity fund (see section 4.2.2.5.). For example, six months of business damage liability contributions were refunded (representing the 2 nd half of 2020), and there will be no rate increases in 2021. Some companies reimbursedfood losses for restaurant owners who had to shut down as a matter of urgency after the lockdown was reinstituted (and who had this cover, which is normallynot activated in the event of an administrative closure for a pandemic). In addition to insurance measures, Groupama took initiatives to support the business of our agricultural and professionalmembers and customers, like for farmers, participation in measures to find labour (“Des bras pour ton assiette”, “Groupama à vos côtés” on groupama.fr), or the promotion of the Granvillage platform, which saw an increase of 40% in the listing of new producers. For pros, Groupama’s companies distributed vouchers to be used with

Tractors and farming equipment. (1) Insurance Distribution Directive, which entered into force on 1 October 2018, with the primary objectives of protecting consumers, harmonising measures (2) within the EU, and improving transparency with policyholders.

79 Universal Registration Document 2020 - GROUPAMA ASSURANCES MUTUELLES