Commitments and Relationship Channels

Compromisos y Canales de Relación

These are the commitments we have agreed to with our stakeholders through our Corporate Social Responsibility Policy:

Commitments

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  • To consolidate a culture of respect for people and behavior that is favorable and open to diversity before any of the company's stakeholders.
  • To guarantee the right to effective equal opportunities and dealings with all workers, which allows them - without exception - to develop personally and professionally.
  • To avoid any type of occupational discrimination in the areas of access to employment, promotion, professional classification, training, remuneration, work-life balance and other working conditions.
  • To help maintain work environments free of harassment and behavior that is violent or offensive to people's rights and dignity, and to guarantee that, if it occurs, there are appropriate procedures for dealing with the problem and correcting it.
  • To achieve an optimal level of occupational safety and a work environment that allows MAPFRE professionals to carry out their work under the best conditions, in physical, psichological and well-being terms.
  • To promote the establishment of pay conditions that guarantee a decent salary, acknowledging the effort and contribution of employees to the company profits.
  • To offer employees the opportunity to channel and develop their most charitable side through Corporate Valunterring, in accordance with MAPFRE's General Volunteering Program.

  • To provide honest advice and comprehensive information regarding the characteristics and qualities of MAPFRE products and services, prior to them signing up to the same.
  • To provide an accessible quality service within the agreed time frame, following up on the experience of clients through surveys to gauge their satisfaction, as well as by other means and systems that allow for permanent, active listening to clients throughout all those processes and operations in which they are in contact with the company.
  • To maintain due confidentiality when processing their data.
  • To manage and resolve their claims in the shortest time possible.
  • To maintain appropriate and efficiente channels of communication using the most appropriate means.
  • To innovate continually so as to provide value-added services and products, facilitating and promoting access to insurance for the greatest number of groups.
  • To respect and comply with the rule governing communications and marketing activities, and assume the voluntary codes that lend transparency and truth to these initiatives.

  • To adopt responsible practices that generate mutual value, in addition to focusing on efficiency and the quality of products and/or services rendered by MAPFRE providers.
  • To ensure that the value chain complies with MAPFRE's values and principles, with the Code of Ethics and Conduct and the principles established in the policy.
  • To guarantee compliance within the Group with both the Corporate Procurement Regulations and the General Guidelines for the Service Providers Management Model and Policies.

  • To maintain permanent dialog using the specific platforms and commercial structures created for this purpose.
  • To ensure selection and remuneration processes that allow professional responsibilities and skills to be valued, along with other aspects of interest that ensure the quality of the service provided.
  • To implement a training model adapted to the needs of each distributor, paying special attention to training focused on compliance with MAPFRE values and strategy and the CSR Policy. 

  • To promote the informed participation of shareholders at the annual general meetings, trating all of them in a similar fashion.

  • To assume the impact that our activity generates in society, assessing and managing the non-financial, ethical, governance, reputation, social and environmental risks, and those related to humman rights.
  • To commit ourselves to those social initiatives or activities that benefit society. MAPFRE considers that its priority social action sectors are: disability, road safety and accident prevention, promotion of the insurance culture, health promotion, the environment and corporate volunteering.
  • To work in close collaboration with Fundación MAPFRE, which carries out its activities in accordance with the terms established by its Board of Trustees and corporate bylaws.

To streamline the relationship with these stakeholders, MAPFRE has developed a series of constantly evolving channels, improving their functioning and efficacy through the application of new technologies. The channels for each stakeholder are as follows:

Relationship Channels

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  • Telephone service for shareholders.
  • Specific website information: "Shareholders and Investors" - General Shareholders' Meeting.
  • Biannual activity newsletters.
  • Email.
  • On-site meetings and conference calls.
  • Webcasts

  • Intranet / Internal Portal / Email. 
  • Newsletters.
  • Working environment surveys (GPTW).
  • Suggestions box, blogs, forums.
  • Meetings to define objectives.
  • Magazines: The World of MAPFRE.
  • Corporate Materiality Analysis.
  • Regular meetings, committees, mailboxes.

  • Website platforms; specific portals. 
  • In-house or outsourced call centers.
  • Newsletters and specific magazines.
  • Work Groups. 
  • Social media. 
  • Meetings and conventions.
  • Internal surveys.
  • Corporate Materiality Analysis.

  • Physical offices. 
  • Call center.
  • MAPFRE Website and MAPFRE Internet Office.
  • Satisfaction surveys. 
  • Newsletters.
  • Claims and complaints.
  • Mail deliveries.
  • Social media.
  • Advertising and sponsors.
  • Corporate Materiality Analysis
  • Apps for mobile devices.
  • WhatsApp.

  • MAPFRE website.
  • Specific newsletters.
  • Training plans.
  • Online intermediary platform.
  • Posters: commercial pamphlets, marketing campaign posters.
  • Specialized magazines.
  • Training and skill-building programs.
  • Marketing meetings with sales channels. 
  • Social media.
  • Corporate Materiality Analysis.
  • Agency Network Direct Channel.
  • Broker site.

  • Direct contact with the media.
  • Online press room.
  • Specific profiles on social media.