Customer Relationship

Building a sustainable and responsible customer relationship is a key commitment for Groupama. The Group works to strengthen trust and create long-term value through high-quality support, a focus on customers’ needs, protection of their personal data and increasingly accessible services.

Customer Support

The promise “Groupama, always there for me” embodies the Group’s ambition to become the leader in customer support, through high-quality relationships, tailored products and services, transparent communication and the continuous improvement of the customer experience.

Paying attention to our customers is a key pillar of this approach. In order to continuously identify their expectations and improve our products and services, we have implemented several initiatives. These include the Proactive Customer Relations Programme, satisfaction surveys, complaint analysis and channels for raising concerns.

Groupama also strives to offer inclusive products and services, to maintain a high level of support during major weather events, and to adopt a responsible approach to communication (see the FAIRe programme), in line with its mutualist values and its long-term commitment to all its members and customers.

In addition to these measures, Groupama continues its work on digital accessibility and digitisation to facilitate access to its services and simplify procedures for members and customers.

For example, Groupama-SDIG in China has developed an artificial intelligence-based platform to simplify the reporting and processing of agricultural claims. Notable results include reducing the claims processing time from 3 days to 30 minutes, and achieving a customer satisfaction rate of 99.97% by 2025.

Customer Data Protection

The protection of customers’ personal data is part of Groupama’s global commitment to fostering a relationship of trust, transparency and responsibility with its members and consumers. We aim to guarantee respect for individuals’ rights and ensure compliance with applicable regulations.

In this context, Groupama provides customers with several means of exercising their rights and raising their concerns.
Customers may submit requests to exercise their rights directly to the Data Protection Officer or the Data Protection Liaison Officer via dedicated channels.
In particular, consumers have a right to raise ethical concerns, enabling them to report any situation they believe to be contrary to the Group’s values, commitments or rules.

To learn more about our actions : CSRD Report – ESRS S4 – Customers and end users – Protection of our customers’ personal data