UNIVERSAL REGISTRATION DOCUMENT 2023

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

(b) Since 2022 and the introduction of sustainability in the IDD, financial advisors have been required to gather their clients’ preferences in terms of environmental, social, and governance (ESG) criteria. Beyond the regulatory aspect, which is very important, the Group and its companies have stepped up their actions to strengthen customer satisfaction, as further discussed below. Performance indicator Amount of business under delegated management and recommended allocations/total amount of business done (including independent management) over the production of the regional mutuals = 82.5% in 2023 (86.7% in 2022 – production monitored in iVie). Risk of default at key points in the customer relationship lifecycle The quality of service rendered and customer satisfaction are core concerns of our business, which contractually binds us (being there when we are needed and fully delivering the promised service, in particular during the management of claims), the impact of which is naturally significant from all perspectives (reputation, image, customer loyalty, business development, etc.). This is especially the case in today’s world, with the constantly increasing rigorous demands of policyholders, ongoing IT developments, and the need to be perfectly aligned with the various regulations, including those on information and data confidentiality and on communication and marketing. The potential for dissatisfaction is real at key points in underwriting or claim management and requires very strict attention. Risk control levers In 2020, at the same time as the Covid crisis, we launched the Proactive Relationship Programme (PRP), a proactive approach to member and customer relations. ❯ All the major markets have taken–and continue to take– steps to improve the customer experience (training of players, efforts to educate on contracts, processes, knowledge of customers, etc.). ❯ In property and casualty insurance, development of interoperability between teams of regional mutuals, which allows for optimised processing of member files in situations where there is an influx of claims, such as in the case of natural disasters. ❯ Many actions are carried out to make life easier for policyholders or to help them, such as the emergency button in the “Groupama et Moi” app (also in the app, monitoring the management of one’s life insurance policy or the declaration of claims is possible by taking photos), the fall detection app in our new Liberty Rider 2/3 ‑ wheeler offering (see “Prevention” section), the “Mon parcours digital auto” service (facilitating breakdown assistance), and the “Je vends ma voiture” platform. ❯ A new employer brand was launched in 2022: “Being there for others, I decided to make it my job”. Through this message, we want to focus on what sets us apart from our competitors: our mutualist DNA. The Groupama group is not ❯

2023 focus on attentive and responsible customer relations Groupama joined the FAIRe de l’Union des Marques (UDM) programme and is a member; 15 commitments for responsible communication, in terms of both content and form. A best practices guide was drawn up in 2023 for the Group’s stakeholders in this area. ❯ PRP initiative: in 2023, 1.072 million calls made (including 954,000 calls by the regional mutual teams). Non ‑ commercial calls were developed around themes such as prevention, advice on benefits and services, and information on topical issues. More than 150 kits are shared by the Group’s entities (40 new ones in 2023), including several with content on prevention. ❯ (1) Groupama supported its members and customers during weather ‑ related events in 2023, such as the earthquake in southwest France in June, inclement weather in the south in September, the Ciaran and Domingos storms in autumn, and floods in Pas ‑ de ‑ Calais in November. Groupama’s teams, employees, and elected representatives mobilised strongly to provide rapid solutions, in particular by declaring claims online, activating interoperability, and calling to check on the situation, estimate the damage, and help declare claims. ❯ Groupama Gan Vie’s Ma Nouvelle Vie website has been completely redesigned and is now 86% accessible. ❯ Listening to expectations. 27,000 elected representatives in the field to support employees. The regional network is a strong advantage in the relationship with members and customers. Each year, around 300,000 members participate in the General Meetings – which can now be held digitally to involve as many people as possible – of our 2,400 local mutuals, which gives our policyholders decision ‑ making power within the mutual insurance company, particularly through the Groupama elected representatives. The link between elected representatives (by the 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.). The elected representatives are mediators on the ground and “link builders” in the territories. The major survey of mutualist elected representatives launched in 2021 confirmed their strong desire to work with employees to serve their members. A “mutualist elected representative manifesto” was published at the end of 2022 and materialises these commitments. a company like any other. We favour human beings and meaning, we recruit people and not diplomas, good personalities that will serve our members and customers in the future. Accessibility to our services for people who are deaf or hard of hearing is gradually being rolled out. Groupama is going beyond its legal obligations by allowing interviews in branches. Work on the digital accessibility of our main websites for people with disabilities was initiated in 2022 and continued in 2023 with the production of a multiyear improvement plan. ❯

(1) 1,048 million calls in France.

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Universal Registration Document 2023 GROUPAMA ASSURANCES MUTUELLES