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.

MAPFRE's Stakeholders

Table of commitments and relationship channels


Stakeholder
Commitments
Employees

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.

Providers

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.

Distributors/brokers

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.

Shareholders

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

Society

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

Relationship Channels


Stakeholder

Relationship channels

Shareholders, Investors and Partners

Shareholder telephone service; specific website: “Shareholders and Investors”; annual general meeting; six-monthly newsletters; email; meetings and video conferences; webcasts

Insured parties and Clients

Physical offices; call center; MAPFRE portal and MAPFRE Internet Office; satisfaction surveys; newsletters; grievances and complaints; mailings; social networks; advertising; sponsorship. Corporate Materiality Analysis. App for mobile devices. WhatsApp

Employees and Workers' Legal Representatives

Intranet / internal portal / email; newsletters; Good Place to Work surveys (GPTW); suggestion box, blogs, forums; objectives meetings; magazines: The World of MAPFRE. Corporate Materiality Analysis

Regular meetings, committees, mailboxes

Distributors

MAPFRE website; specific newsletter; training plans; online broker platform; posters: commercial leaflets, campaign posters; specialist magazines; training and skills programs; commercial meetings with sales channels; social networks. Corporate Materiality Analysis. Agency Network Direct Channel. Broker site.

Providers

Web platforms; specific portals; own and subcontracted telephone platforms; newsletters and specific magazines; work groups; social networks; meetings and conventions; internal surveys. Corporate Materiality Analysis

Society

MAPFRE corporate website; social responsibility reports; mailboxes: responsabilidadsocial@mapfre.com; medioambiente@mapfre.com; social networks; World of MAPFRE magazine. Fundación MAPFRE corporate website

Regulatory and Supervisory Bodies

Directly or through local and international business associations

Media

Direct contact with media
Press office website
Specific profiles in social networks


MAPFRE promises to realize a review and permanent adaptation of those channels, applying new technologies, so that they are effective and appropriate for the task they have to perform.

In addition, MAPFRE has processes of identification of relevant or material matters for the development of entrepreneurial activity and to its stakeholders. This process of materiality is established as a complement to the above channels of dialogue.