UNIVERSAL REGISTRATION DOCUMENT 2023

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

(c) The results of the annual internal survey of our members and customers also provide further evidence of the added value of our actions, such as the proactive calls resulting from the PRP campaign (difference of +12 points, compared with +7 points of NPS in 2022, for customers targeted by a PRP campaign). Risk of not taking into account protection needs 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 four Gan brand 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 (containing all the contracts and their covers, certificates, the ability to report claims , etc.). The use of electronic signatures, which are very practical, continues to grow (1.8 million in the first 11 months of 2023, compared with 1.7 million in 2021). Some of the Group’s companies are developing video experiments in branches or mobile branches. Groupama launched the Customer Experience strategic project in 2023 to enhance the quality of its customer support. To serve our customers well, Groupama invests in employee satisfaction in terms of customer relations resources (processes and systems, skills, and human capacity). Performance indicator Perception of Groupama as a responsible insurer in customer relations: (1) proximity and support (criteria: listening, clear answers, monitoring of policies, and suitable covers); Groupama’s score was 13.80/20 points in 2023 (14.16 points in 2022), below the market average of 14.24/20 (14.20 points in 2022); ❯ (2) (3) consistent with this result, Groupama’s NPS is also below the market average despite a significant increase in our NPS (+5 points in one year); ❯ (4) Groupama’s strength in terms of perception lies above all in its face ‑ to ‑ face relationships. ❯ Quality of claims management: Groupama remains at 50% very satisfied (same as 2022) and at 80% satisfied and very satisfied (internal survey, claims less than one year old). ❯ (5) Additional indicator

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 cyberattacks, the technical nature of car models, new forms of mobility and work, urban violence, regulatory “avalanche” , 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 consider is the rise in inflation in recent years, which has a significant impact on the cost of risks and therefore the cost of insurance. An insurance “RMG” was created to take this phenomenon into account. 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. Groupama has an exceptional field network, in France and abroad, and elected representatives (27,000 people) who understand the expectations of members, supervise the accounts of the local mutuals, and promote preventive actions, etc. Everything is geared towards an even more personalised approach to the needs of members/customers. There are plenty of examples of suitable insurance solutions offered 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, modular options in prevention/health insurance, including “mini” options with systematic consideration of the pricing impact of the offerings, in life insurance, widespread implementation of customer studies (quantitative and qualitative) to better understand and, where appropriate, develop Groupama Gan Vie’s positioning on a particular product. (6)

Note: It is also possible to report weather ‑ related claims online (farmers with access to “Front Espace Climat”). Score taken from the annual internal survey. Score taken from the annual competition survey, adjusted on the basis of responses corresponding to the internal survey criteria. Net Promoter Score. Scores taken from the internal survey. The risk related to regulatory developments is addressed in section 5 of the “URD”.

(1) (2) (3) (4) (5) (6)

87

Document d’Enregistrement Universel 2023 GROUPAMA ASSURANCES MUTUELLES