ASSUREURS CRÉATEURS DE CONFIANCE
Full Year 2019 results Analysts Conference Call Replay
Motor, home, agricultural, services, business, professionnals and local authorities
Individual health, individual protection, life insurance – individual savings/pensions, group insurance
Asset management, property management, employee savings, banking
Groupama Assurances Mutuelles et les Caisses Régionales
Following the roll-out of “Enquiries”, “Claims” and “Healthcare services”, all regional mutuals agreed on an initial basis of national service commitments. The challenge is to prove the capacity to progress collectively and meet common service quality objectives, by sharing best practices and mutual aid among regional mutuals. This next step in the Customer Satisfaction Improvement (CSI) process is under the “Groupama s’engage” banner. Six national service commitments have been validated by the Operations COMOP (Operational Committee) and the Group Executive Committee of December 2017: • Response to health quotes within 48 hours • Response to hospital care within 24 hours • Opening of claim within 24 hours • Proactive information on the status of the claims file • Proposal of a rapid repair solution for claims < €1,600 • Response to customer enquiries within 48 hours. These first six commitments require the involvement of numerous regional mutual (RM) employees, both in operational functions (managers, salespeople, elected representatives, etc.) and support functions. They are likely to be experienced on average by one in three policy holders every year. Dashboards were created in order to ensure that all commitments are monitored and managed. Every month, the results are announced to the members of the Operations COMOP, RM Satisfaction Contacts and RM Operational Managers. For the purpose of identifying and sharing best practices, these results are shared every quarter within the Continuous Improvement functions of the Customer Experiences concerned (Enquiries Committee, Claims Business Line Committee, Continuous Improvement in Health working group). Once it is sure these commitments have been properly undertaken, both sustainably over time and uniformly among the regional mutuals, we can think about communicating them to members (via social networks, groupama.fr, etc.). Ultimately, the addition of new national commitments, under the “Groupama is committed” banner, is seen as an opportunity to go further, which would enable the value proposition to be supplemented and further expand team mobilisation. The ambition of “Groupama is committed” is first and foremost to contribute to the engagement of all employees in the satisfaction and happiness of members, and thus, enable us to consolidate our place in the top three most popular insurers in France (Individuals Insurance Market).
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