Groupama // Universal Registration Document 2022
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CORPORATE SOCIAL RESPONSIBILITY (CSR) Declaration of Extra ‑ financial Performance
2022 focus on attentive and responsible customer relations in 2022, Groupama joined the FAIRe de l’Union des Marques (UDM) programme of which it is a member; 15 commitments for responsible communication, in terms of content and form. ❯ The PRP initiative was amplified, with a target of 1,450 million calls by 2024 (1,094 million calls made in 2022). The non ‑ commercial calls have been developed around topics such as prevention, advice on guarantees and services, and information on topical matters. More than 150 kits are shared by the Group’s entities (40 new ones in 2022), several with prevention content. ❯ The launch of a new employer brand in 2022: “Being there for others, I decided to make it my job”. Through this campaign, we want to focus on what sets us apart from our competitors: our mutualist DNA. The Groupama group is not 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. ❯ Support for members and customers during the climate events that took place in 2022, such as cyclone Batsirai on Réunion island in February, the inclement weather in France during Pentecost weekend, and the August inclement weather in Corsica. 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. ❯ 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 2,600 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 ), 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. (1)
(c) 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 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” , 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. (6) 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” spaces are clear and exhaustive (they contain all policies and their cover, certificates, the possibility to declare claims , etc.); Groupama once again stands out as one of the best online insurance experiences, winning 3 prize in Google’s UX 2022 benchmark in the insurance category. Electronic signature continued its strong development, with 1,822,000 in 2022 (1,744,000 in 2021), or around +78,000 signatures. Some of the Group’s companies are developing video experiments in branches or mobile branches. Performance indicator (2) rd proximity and support (criteria: listening, clear answers, monitoring of policies, and suitable covers); Groupama is again gaining ground and earned a score of 14.16/20 points in 2022 (13.99 points in 2021), whereas the market is just above at 14.20/20 (14.40 pts in 2021); ❯ (3) (4) quality of claims management: Groupama remains above 50% very satisfied (51%) and 80% satisfied and very satisfied (internal survey, claims less than one year old). ❯ (5) 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 (+7 points of INR in 2022 for customers targeted by a PRI campaign).
(1) (2) (3) (4) (5) (6)
Closed meetings with a limited number of individuals present and with appropriate means of telecommunication. Note: It is also possible to report weather ‑ related claims online (farmers with access to “Front Espace Climat”). Score from the annual internal survey. Score from the annual competition survey adjusted from the responses corresponding to the criteria of the internal survey. Scores from the internal survey. The risk related to regulatory developments is addressed in part 5 of the “URD”.
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Universal Registration Document 2022 - GROUPAMA ASSURANCES MUTUELLES
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