Groupama // 2021 Universal Registration Document

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

Risk of not taking into account protection needs (c) The ability to respond, with sustainable and economically affordable solutions, to new customer needs/expectations related in particular to transition challenges and accessibility is 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, associated with the increasingly rapid changes in the world (demography/ageing, all-digital society including cyber-attacks, the technical nature of car models, new forms of mobility and work, urban violence, regulatory “avalanche” (6) , increased litigiousness of society, etc.) and adaptation to the budgetary resources of policyholders are significant. The issue of accessibility is more financial (the increase in premiums in the medium to long term must 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’s reinsurers, which monitor changes in the portfolios of their ceding entities, can guide the underwriting, but the share of this risk due to reinsurance remains immaterial. Understanding expectations is one of our Group’s imperatives and 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 increases over time, knowing that 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 possibilities of assessing and pricing risk as accurately as possible, while maintaining the fundamental principle of mutualisation. Lastly, we must be vigilant about segments of the population (such as students and pensioners) whose incomes are more limited. Another risk factor to be taken into account is the resurgence of inflation and the very low interest rate environment, which will force us to rethink our products, particularly in life insurance. Risk control levers ❯ Offering insurance solutions that are “buyable” by as many people as possible directly echoes our purpose. Societal changes are integrated into our strategic plans, including faster placement in production of offerings.

since 2021, the system for making our services accessible to the ❯ deaf or hard of hearing has been gradually deployed in the regional mutuals; Groupama is going beyond the legal obligations by allowing interviews in branches. The regional network is a strong advantage in the relationship with members and customers. Each year, 300,000 members participate in the general meetings of our 2,700 local mutuals (arrangements to allow remote general meetings to be held with simplified formats were put in place in 2020 and maintained in 2021 given the health crisis (1) ), which gives our policyholders decision-making power within the mutual insurance company, particularly through the Groupama elected representatives. The link between elected representatives/members and employees of the mutual is an essential point of support for understanding expectations at all stages (needs for protection, prevention, processing of claims, etc.). Launched in June 2021, the major survey of mutualist elected representatives confirmed their strong desire to work with employees to serve their members. The four Gan specialised networks also have strong roots in France, and the Group has local networks outside France (networks of agents, representatives, or employees). The Group and its companies are developing a multi-channel strategy to strengthen proximity. 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 and their covers, certificates, the ability to report claims (2) , etc.), and the use of e-signatures increased significantly with 1,744,000 in 2021, 1,480,000 signatures in 2020, an increase of around +260,000 signatures compared with 2019. Some of the Group’s companies are developing video experiments in branches or mobile branches (Groupama Car). Performance indicator ❯ proximity and support (criteria: listening, clear answers, ❯ monitoring of policies, and suitable covers); Groupama is again gaining ground and earned a score of 14.34/20 points (3) in 2021 (13.66 points in 2020, 13.60 points in 2019), but the market is progressing more quickly at 14.57/20 (4) (13.39/20 in 2020; 14.07/20 in 2019); quality of claims management: Groupama made strong progress, ❯ by 6 points to 54% Very Satisfied and 4 points to 84% Satisfied and Very Satisfied (5) (internal survey, claims less than one year old) – the processing of claims was generally well received, as the NPS among our members and customers who had this experience during the year was better than the others (+3 points). The results of the annual internal survey conducted among our members and customers also attest to the added value of our actions such as the proactive calls resulting from the PRI (+9 points of INR for customers targeted by a PRI campaign).

Closed meetings with a limited number of individuals present and with appropriate means of telecommunication. (1) Note: It is also possible to report weather-related claims online (farmers with access to “Front Espace Climat”). (2) Score from the annual internal survey. (3) Score from the annual competition survey adjusted from the responses corresponding to the criteria of the internal survey. (4) Scores from the internal survey. (5) The risk related to regulatory developments is addressed in part 4.2.5. of the “URD”. (6)

76 Universal Registration Document 2021 - GROUPAMA ASSURANCES MUTUELLES