Materiality and Stakeholders
MAPFRE needs the involvement of its stakeholders, especially those defined in its mission, to achieve its business and social goals and, therefore, it has established specific channels for communication and dialog that also facilitate the company in learning about their needs and expectations.
Taking into account MAPFRE’s worldwide presence, eight types of corporate stakeholders have been identified, to be used as a reference to develop the local maps.
Table of commitments and relationship channels
To consolidate a culture of respect for people and behavior that is favorable and open to diversity before any of the company's stakeholders.
b) To guarantee the right to effective equal opportunities and dealings with all workers, which allows them — without exception — to develop personally and professionally.
c) 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.
d) 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.
e) 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, psychological and well-being terms.
f) To promote the establishment of pay conditions that guarantee a decent salary, acknowledging the effort and contribution of employees to the company profits.
g) To offer employees the opportunity to channel and develop their most charitable side through Corporate Volunteering, in accordance with MAPFRE’s General Volunteering Program.
|Clients and insured parties
a) 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.
b) 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.
c) To maintain due confidentiality when processing their data.
d) To manage and resolve their complaints in the shortest time possible.
e) To maintain appropriate, efficient channels of communication using the most appropriate means.
f) To continually innovate so as to provide value-added services and products, facilitating and promoting access to insurance for the greatest number of groups.
g) To respect and comply with the rules governing communications and marketing activities, and assume the voluntary codes that lend transparency and truth to these initiatives.
a) 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.
b) 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 this policy.
c) To guarantee compliance within the Group with both the Corporate Procurement Regulations and the General Guidelines for the Service Providers Management Model and Policies.
a) To maintain permanent dialogue using the specific platforms and commercial structures created for this purpose.
b) 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.
c) 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, treating all of them in a similar fashion.
a) 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 human rights.
b) 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.
c) To consider that, through the sponsorship it promotes in accordance with the Corporate Sponsorship Manual, it is contributing to organizing activities that are beneficial to society as a whole
MAPFRE believes that the engagement and commitment of stakeholders to the company are achieved by building relationships that garner trust between the parties. This relationship enables us to identify and meet stakeholder expectations, bearing in mind their legitimate interests while pursuing our business.
The following table shows the basic MAPFRE relationship model:
|STAKEHOLDER||BASIC RELATIONSHIP MODEL|
|II. RELATIONSHIP CHANNELS||
|III. VALUE CREATION||
Some of the main relationship channels that MAPFRE has established with its strategic stakeholders are listed below.
SHAREHOLDERS AND INVESTORS
Investor Relations Unit: this is the communication channel that is permanently open between the company and its shareholders for dealing with their queries and requests for information.
- Specific face-to-face days: “Investor Day”.
- Shareholder Service Office: this office can be contacted via the email address firstname.lastname@example.org, the toll-free telephone number 900 10 35 33 and the query form on the corporate website.
- Shareholders’ electronic forum.
- Spanish National Securities and Exchange Commission (the CNMV) and other official bodies where information is collected on the evolution of the company’s business and activities and relevant facts about it.
- Shareholder communication plan, which aims to improve the quality of the information about the company and increase communication with the shareholders.
INSURED PARTIES AND CLIENTS
MAPFRE communicates with its clients through the following channels:
- The Group’s own distribution network, consisting of 5,390 offices (direct and delegate), 9,028 bank offices and also through more than 84,000 representatives, agents and brokers.
- MAPFRE Portal and MAPFRE Internet Office, where it is possible to take out products, view policy terms and conditions, report incidents, change personal or bank data, request document duplicates, consult communications or collection notices, among other actions.
- More than 50 Contact Centers in the world, which provide a 24-hour service, 365 days a year.
- Social networks, which allow queries to be made and facilitate access to claims resolution platforms, among other functions.
- Claims and complaints, corresponding to the internal conduit for out-of-court defense of their rights arising from contracts.
EMPLOYEES AND THEIR LEGAL REPRESENTATIVES
Permanent dialogue with employees is maintained, so as to inform them of any relevant business development aspects and to listen to their opinions via the following communication channels:
- The Corporate Intranet.
- In-house magazines (The World of MAPFRE, the global magazine for all employees around the world, and the in-house magazines published in the different countries).
- Mailboxes, blogs and forums where comments and suggestions are put forward and the company responds.
- In-house surveys to find out the importance employees give to those issues that MAPFRE considers relevant _ Organizational environment surveys such as Great Place to Work (GPTW), which measures employee satisfaction and commitment.
- At MAPFRE, 20,109 employees are covered by collective bargaining agreements in 23 countries, which means that 54.3% of the workforce avails of union representation, and employee relations are facilitated via:
- Company participatory bodies with the legal representatives of the workers and formal Commissions.
- Periodic meetings agreed by both parties.
- Specific email accounts or Intranet spaces, and resources for meetings or assemblies, which the company facilitates for communication and dialogue with its employees.
- Online tools that harness the Internet in sales management.
- Social networks and applications used to share experiences and exchange information with intermediaries and to conduct special campaigns.
- Specific meetings and video conferences with brokers and intermediaries.
- Broker portals, which are operating platforms that encourage the development of intermediaries’ sales activity.
- Specialist journals.
Relationships with providers revolve around:
- Web platforms and specific portals, such as the corporate purchasing platform.
- In-house or outsourced call centers.
- Social networks.
- Specific bulletins.
- Work groups and specific provider managers for each business area and for technology goods and services, who manage these relationships.
- Mobile phone applications.