Resumen ejecutivo ing 2015

2015

“ Truly interested in you” EXECUTIVE SUMMARY Integrated Corporate Report 2015

Integrated Corporate Report 2015 EXECUTIVE SUMMARY

01

02

03

04

05

Senior Management’s Outlook

DKV at a glance

Our strategy

We create and share value

DKV Integralia Foundation

­—page 01

­—page 04

­—page 06

­—page 14

­—page 24

EXECUTIVE SUMMARY

1. Senior Management’s Outlook Message from the Chairman The 2015 Integrated Corporate Report constitutes an exercise in transparency, which we undertake each year to provide the most relevant and representative information on our activity as the DKV Group, and our outlook for the future. This financial year has been one of reflection, during which we have produced the balance sheet for our strategy plan, and designed a new framework and set of goals for 2020.

The “Trust Plan” has been highly positive for the company and poses a series of challenges for the future, such as innovating in terms of customer experience, digitisation and a decisive boost to everything that sets us apart in the market. We have strengthened our own customer experience model in branches and the call centre, and we are in a good position to face the next steps involved in consolidating this project.

But if there is something that sets us apart it is the DKV Integralia Foundation, which in 2015 celebrated its fifteenth anniversary with the presentation of the documentary “Yo elijo trabajar” (I choose to work), a testimony to the positive attitude that typifies its workers, all of whom are people with some form of disability, and who are an example of strength and represent the essence of the service that we provide our customers through the call centre.

We are proud of our profitable and sustainable growth, which goes to show how Corporate Responsibility is a key part of our strategy. It is not without reason that in 2015 we attained our highest position in the Merco ranking for Responsibility and Corporate Governance.

We have also made progress in developing our Healthy Company model, which has enabled us to create the product DKV Health & Company to help businesses incorporate this management model in which we are pioneers. We are not only concerned with the health our workers, which is considered from a broad and integrating perspective, for the seventh year running we are also the Best Workplace and have been awarded the special Conciliation award in the Best Workplace ranking.

Javier Vega de Seoane Chairman of DKV Seguros

In 2015, DKV Health Spaces became the first chain of clinics to be awarded both ISO 9001 and UNE 179001 certification in standards of quality, which include in their criteria aspects such as customer satisfaction and a commitment to continuous improvement.

We have also created a platform so that our customers can be involved in how our social and responsibility focus is managed, which has led to the “Un millón de sonrisas” (A million smiles) project, opening up a new and interesting pathway for customer relations.

We have incorporated our own values into our supply chain, which this year has led to the distribution agreement with Banc Sabadell, the choice of Europ Assistance as our Home accident supplier, and the incorporation of new services, such as the “handyman” and domestic appliance repair services for Home.

Our commitment to responsible growth has led to solid economic results, such as those recorded for this financial year, in which we have achieved revenue from premiums of EUR 710 million, a growth of 3.5% over the previous year. This improvement has come about chiefly from the Health Care branch, which accounts for 85% of all premiums, recording an increase of 5% to exceed EUR 601 million. Furthermore, DKV is once again among the top five companies in the sector, and has recorded the highest rate of growth.

Finally, with regard to the report you currently hold in your hands, once again in 2015, and for two years now, we have adhered to the standards of the framework established by the International Integrated Reporting Council (IIRC).

Working within this framework requires constant reflection and improvement to get across our comprehensive business vision and to link the company’s economic results, strategy and performance in terms of responsibility in the content of this report.

1

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

Conversation between the DKV Managing Director and the ESADE Business School Chair of Leadership Dr Josep Santacreu, Managing Director of DKV, and Ángel Castiñeira, Director of the Chair of Leadership and Democratic Governance of ESADE Business School, talk about the landmarks reached by DKV in 2015, corporate ethics and values-led management as the major challenges facing businesses today.

because they also mark a change in the roadmap of the managerial role. The central element is just to say “no”; it’s of no use doing things any old way. We have a way of working which, as well as being effective and efficient, meets a series of correction parameters; we then decide on our values internally, which a posteriori can lead to very high levels of commitment, as is also the case with DKV. Therefore, ethics manifests itself in an in and an out, and in a dialogue between the two.

The in means that there are lots of businesses in the insurance sector, but they aren’t all the same. We can establish a way that is effective and efficient, but also proper in ethical terms, in how to do things. To the point that our people feel proud of doing it that way.

Signing off the “Trust Plan”

Dr Josep Santacreu (JS): The Trust Plan, our strategy for 2011-2015, was drawn up as a response to the challenge of how to bring DKV values down to the practical level, and how to get that across to the customer, to our staff, to our collaborators and to society.

In this regard, from the main landmarks I would signal those that are going to set the agenda for our next Strategy Plan. On the one hand, placing major emphasis on the customer experience, with the aim of making tangible the concept of “being truly interested in people”, starting with our customers.

This is a highly ambitious project that includes a change in organisation

2

and in how customer solutions are proposed, based chiefly on the opportunities afforded by the digital world.

Integrating ethics into the company Strategy Plan: values-led management

Ángel Castiñeira (AC): incorporating ethics into these kinds of processes requires focusing on two elements: our values, which represent how we want to do things, and how we want to work out in the world, and what the world expects of us, which means learning to listen actively to the expectations that interest groups have about us. And on that matter, DKV is a good representative.

These two elements are interesting

The out is, as well doing things how we would like to do them, being very aware that the society that we interact with can tell us things about what it expects of us.

In the coming years values-led management will be fundamental, where levels of commitment no longer stem solely from economic or quantitative issues, but also from saying “I identify with the organisation’s colours because the way of doing things also help me to be better and to grow as a person”.

DKV is the fourth largest health insurance company by market share. What values to you at DKV defend, from that position?

JS: It’s the internal values that we try to hold present in our day-to-day lives;

EXECUTIVE SUMMARY

but another thing is that, through these values, you act or expect it to be seen in the market.

words they manage to reduce the distance between what I say, what I feel, what I think, and what I do.

What typifies us in contrast to other companies, and this is our focus, is to be a company that is very coherent and consistent with the quality of the product, the service and the commitment to the customer over the long term. This, along with being authentic, is very important.

In a much more transparent global environment, economic errors can be resolved, clearly, particularly if

ÁC: For me, I think they’re two phenomena that run in parallel. I think that achieving transparency is one thing, and the need for coherence, consistency, reliability, is another, very important thing, that will only become more so.

Firstly, the values formulated.

The Managing Director formally states or verbalises what we give meaning to in that company. Is it important to formulate a value? It is, because it commits you.

Then there are the values that exist in practice. Every formulated value (which is always an ideal) is then contrasted with the value in practice (which is limited), and there is, inevitably, a distance between the two. It isn’t incoherent, it means that, in terms of that absolute ideal, people and organisations always have limited and finite practices. Therefore, we can get close, or try to, but we can’t ever achieve what would be the ideal for any customer.

And in third place are perceived values, how we are seen from the outside. Authenticity and coherence are important in a strategy plan such as the one formulated by DKV. When managerial teams manage to reduce the distance of that triangle, in other

15 years of the DKV Integralia Foundation

JS: This fifteenth anniversary has been a very nice celebration, not just because we’ve been going for 15 years, but because three years ago we made a Strategy Plan for Integralia and we were at a crossroads.

Evolution and customers’ demand for greater transparency and consistency

As for values, all companies, including DKV, live in an unstable triangle:

wanting you to understand me... and we look for common ground and generate a relationship that grows, one that is always based on trust.

they are well intentioned; but errors of reputation are very, very serious, because they affect the company brand and the inherent values of that brand.

Ethical leadership

JS: When you talk about the business world, people sometimes see it as being very complicated. Logistics, insurance, actuaries, sales, the financial side, trustworthiness are all fundamental, because business is all about relationships. People interrelate in order to do things, sometimes using technology, sometimes instruments, and sometimes just with words. And this sum of relationships is what the business model is based on.

Our plan was called the “Trust Plan” for precisely that reason.

And thinking about relationships, a slogan that we chose is “truly interested in you”. The first thing one has to do is recognise the other person and show real interest in them. That realness translates into me listening to you, trying to understand you,

On the one hand, there was satisfaction with what had been achieved, and on the other we had a model that hadn’t been exhausted, and which still had continuity, with the feeling that we weren’t getting the most out of what the Foundation is.

That’s why we created the Integralia school, and we’ve started working in Peru, Colombia, India, Vietnam and Poland. It’s something that was an idea three or four years ago, and it’s safe to say that last year it became a reality. Right now we have practically more activity outside of Spain than nationally, and the school is providing a fantastic service; we train more people for other companies as a school than employees for our own company. ÁC: On matters of social responsibility there is a certain error in not understanding it as a core activity of your company, linked more to how you earn your money than how you spend it. The case of the DKV Integralia Foundation is a very interesting one, because what DKV is doing is turning that foundation into a sustainable project. And how they demonstrate that is with a very high degree of coherence, by taking on workers with disabilities, not to meet minimum legal requirements, but by really investing in these people.

3

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

2. DKV at a glance Our figures are the result of a responsible business model and profitable growth. We specialise in health care, and through our provisions and our attitudes, we succeed in making a difference.

VOLUME OF POLICY HOLDERS PER BRANCH

ACCIDENTS

LIFE

INCOME

HEALTH CARE

HOME

BURIAL

Munich Re. Main building.

The DKV Group forms part of Munich Health, a division of specialist health companies of Munich Re AG.

VOLUME OF PREMIUMS PER BRANCH (EUR MILLION)

OF BUSINESS

LIFE

OF BUSINESS

HOME

OF BUSINESS

INCOME

OF BUSINESS

BURIAL

MARKET SHARE

HEALTH (INCLUDES HEALTH CARE, INCOME AND REIMBURSEMENT)

4

ACCIDENTS

OF BUSINESS

HEALTH CARE

OF BUSINESS

BUSINESS GROWTH

BURIAL

EXECUTIVE SUMMARY

Economic, social and environmental impact

780 628,270

61.41% WOMEN ON WORKFORCE

DIRECT EMPLOYMENT

156,571 TOTAL SOCIAL ACTION BENEFICIARIES

INVESTMENT IN DONATIONS

382

60.58%

DIRECT EMPLOYMENT

GREEN ENERGY CONSUMPTION

257

INTEGRATION TO ORDINARY COMPANY

SOCIAL

DKV INTEGRALIA FOUNDATION

ENVIRONMENTAL

26.1

105.5

M. EUR

COMMISSIONS TO BROKERS

336,919

ECONOMIC

RECYCLED PAPER USE

WE OFFSET ALL OUR CO2 EMISSIONS

M. EUR

PAID TO HEALTH PROFESSIONALS

89,996

WAGES AND EMPLOYEE BENEFITS

M. EUR: miles of euros

2,595

M. EUR

10,814 PAID IN CORPORATE INCOME TAX

M. EUR

VIDEOCONFERENCES THAT AVOID TRAVEL

5

TN

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

3. Our strategy In 2015 we defined our digital strategy with the aim of driving through this transformation and working toward the global challenge of ensuring profitable growth

In 2015 the Trust Plan came to an end, having laid the foundations to establish a model for relating to our interest groups that is open and participatory over the long term.

Within the framework of the Trust Plan, we set out four strategic objectives to boost profitable growth: –– Be the best company that takes joint responsibility for the health of its customers.

–– Provide a service that exceeds expectations.

–– To be an exemplary organisation.

–– To be an innovative, open and responsible company.

EVOLUTION DURING THE TRUST PLAN

2010

2011

2012

2013

2014

2015

Premiums acquired, direct insurance (thousands of EUR)

606,514

625,214

644,715

647,883

685,457

709,687

Profit (thousands of €)

22,440

37,689

34,931

30,724

28,860

26,697

Profit on premiums (%)

3.70%

6.03%

5.42%

4.74%

4.21%

3.76%

363,088

386,046

415,733

427,889

463,065

495,511

5,415,097

5,635,431

5,852,519

6,018,424

6,248,205

6,456,606

Health care premiums (thousands of EUR)* Healthcare market premiums (thousands of EUR) * Does not include Marina Health.

Having signed off our 2010-2015 Strategy Plan, we initiated a new process of reflection to establish guidelines that will take us through to 2020. As with the previous plan, this was an open process, in which more than 750 members of staff took part.

“TRULY INTERESTED IN YOU” At DKV we put people and the customer at the heart of what we do, through our “Truly interested in you” value proposal. This has led to a strategy geared toward innovation, dialogue and business responsibility

6

EXECUTIVE SUMMARY

A company of innovation In the innovation process, DKV uses online tools such as the Idealia platform and offline elements such as workshops and trend sessions. We also have an Annual Report on Innovation

Innovation is about altering processes and transforming ideas into results. Our goal is to secure a more competitive position and be valued as a company of innovation.

At the DKV Group, innovation involves constant, systematic focus based on an explicit attitude of ensuring our operations and products providing value for our interest groups, the company and society as a whole.

IDEALIA PLATFORM

757

299

employees REGISTERED IN THE PLATFORM

TOTAL IDEAS GENERATED

220 NEW IN 2015

IDEALIA Platform

18

CHALLENGES LAUNCHED

126

HAVE TAKEN PART IN THE DIFFERENT CHALLENGES BY PROVIDING IDEAS

As new developments in 2015, we introduced high-tech diagnostic tools and therapeutic facilities to the Health division. We also improved worldwide travel healthcare cover for all our medical assistance products.

In 2015 we signed an agreement with Banco Sabadell to market the health product for SMEs.

DKV SALUD & COMPANY With the aim of enabling companies to self-diagnose the state of their employees’ health, we created DKV SALUD & COMPANY. The programme provides a solution that is adapted to the reality of each company, and identifies risks and their impact on the organisation’s results, so as to help implement health policies as corporate strategy.

+

Learn more at: http://dkvseguros.com/salud-and-company/

7

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

Open and transparent Ambassadors Project: a key part of DKV communication.

Employees know the company’s activity best, and are closer and more committed than anyone else In 2015 we held the second Open Dialogue Forum and reviewed the communication channel with our interest groups to extend our response capacity

The basis of our Open Company policy is the relationship that we have with our interest groups. At DKV Seguros we are interested in the opinions of our interest groups and talk with them about their particular needs.

Although we have implemented several dialogue initiatives over the years, since 2014 we have worked particularly hard on designing and systematising personalised mechanisms for successful dialogue.

BRAND AMBASSADOR ON SOCIAL NETWORKS

309

AMBASSADORS

94% 330 AMBASSADORS JANUARY 2015

56%

2015 TARGET CURRENT ACTIVE

176 AMBASSADORS

SECOND OPEN DIALOGUE As part of the cross-cutting plan for dialogue with our interest groups, in 2015 we held the second Open Dialogue Forum, where once again a range of representatives from the company’s interest groups were invited to take part. The Forum brought together 13 external participants and 11 from the DKV Group. The aim of the forum is to openly debate strategic dilemmas that arise within the company.

8

EXECUTIVE SUMMARY

At DKV Seguros we maintain a commitment of transparency in the relationship with our interest groups and through our channels of communication, as well as in our activity, at both a strategic and operative level.

We are aware that transparency is a key principle for meeting strategic objectives of profitable growth and ethical management of the organisation. It also cuts across the self-regulation projects and initiatives that we adhere to implemented by the Uni贸n Espa帽ola de Entidades Aseguradoras y Reaseguradoras (UNESPA, Spanish Union of Insurance and Reinsurance Companies).

DKV TRANSPARENCY IN 2015

1,430

CUSTOMER SERVICE ON SOCIAL NETWORKS

LEGAL PROCEEDINGS*

46%

NON-PAYMENT

Requesting information

4.5%

42%

growth in nonpayment of premiums

Complaints and claims

77.91%

12%

debt recovery success rate

Negative comments

7.84% drop in arrears from broker settlements

350

66 QUERIES and COMPLAINTS

BY THE DGS** The three main reasons: Accident rejected due to policy conditions (25%), Premium increase (17%) and Not covered by preexisting insurance (15%)

26 CLEAR LANGUAGE WORKSHOPS

DOCUMENTS REVIEWED WITH CRITERIA OF CLARITY and TRANSPARENCY

170 ATTENDANTS

* Legal proceedings initiated in 2015 linked to non-payment of premiums and broker settlements. ** Direcci贸n General de Seguros (Directorate-General of Insurance).

9

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

In 2015, at DKV we were proud to receive external recognition for our values and behaviour.

10

EXECUTIVE SUMMARY

Responsible business Our Shared Responsibility day, an annual gathering with the group of employees who act as ambassadors for the company’s corporate responsibility, was attended by 27 people in 2015

I choose to work

DKV Integralia has turned 15 years, and we celebrated with a party and the presentation of the documentary entitled “I choose to work “, in which several employees share their day to day in the workplace, and also his most personal side.

Corporate Responsibility (CR) is one of DKV’s strategic mainstays, and our DKV 360º Responsible Company Plan is aimed at approaching the matter in an integrated way, based on our commitments to health, the company and the planet.

MAIN PROJECTS 2015

“A MILLION SMILES” LAUNCHED

“HEALTHY HOMES, SUSTAINABLE BUILDINGS” HEALTH AND ENVIRONMENT OBSERVATORY

“MEDIALIA” STRENGTHENED

REPUTATION GROUP LAUNCHED: RISK / OPPORTUNITIES MATRIX UPDATED WITH GUIDE

“MADRID NOISE OBSERVATORY”

SERES FOUNDATION GODPARENTS RSC2 MEASURING PROJECTS

Access the documentary: https://www.youtube.com/watch?v=bNP4C-I_1q8

DKV INTEGRALIA FOUNDATION 15TH ANNIVERSARY

Learn more at: http://dkvseguros.com/empresa-responsable/

A MILLION SMILES With our platform A Million Smiles, we give our customers the chance to form part of the company’s social responsibility initiatives. All DKV and ERGO customers can take part in socially committed events and make a donation to social projects, with the commitment from DKV to equal every contribution made. They can also watch films and listen to music aimed at raising awareness.

Customers who accumulate “smiles” through these initiatives can then exchange them for a range of prizes.

+

Learn more at: https://unmillondesonrisas.dkvseguros.com/

11

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

Committed to society

In total, 68% of DKV donations go toward health projects

Our commitment to society is based on promoting wellbeing and healthy lifestyle habits, promoting a culture of prevention among our interest groups, and respect for the planet. As part of this commitment, at the DKV Group we are actively involved in meeting organisations from the third sector, taking part in business forums linked to social action and volunteering, patients’ associations, medical societies and academic forums.

maIN PROJECTS INVOLVING SOCIAL ACTION, AND CULTURAL SPONSORSHIP AND PATRONAGE Cuida’m, Hospital Sant Joan de Déu

10th Public Notice for Help with Social and Environmental Project

DKV SOCIAL ACTION PROJECTS

SOLIDARITY SPONSORSHIP

CULTURAL PATRONAGE

Patron of the Seres Foundation

EUR 100,000 donated, with 1,500 beneficiaries and projects aimed at people with chronic diseases, women, infants, young people and people with disabilities.

Support for the programme to access highly specialised medical treatment for children from disadvantaged countries who require urgent intervention.

Carrera de la Mujer (Woman’s Race)

Trailwalker

108,000 women took part in the eight editions held in Valencia, Madrid, Coruña, Vitoria, Seville, Gijón, Barcelona and Zaragoza. The funds raised from the entry fees are for the Asociación Española Contra el Cáncer (AECC, Spanish Association Against Cancer).

Sporting and socially committed challenge to fight poverty through donations raised by participating teams. In 2015 a total of 356 teams took part, raising more than EUR 770,000.

Active involvement in projects and initiatives aimed at boosting Corporate Responsibility in support of disadvantaged people and social groups.

DKV Fresh Art Kids

DKV Fresh Art

Kati Fund

Project belonging to the #ArteriaDKV Project, bringing art and culture to the youngest in society through a national competition.

Call for artistic entries to form part of the art and culture of young people in the country, with grants to be awarded to the winners.

Protection of 12,714 original documents from al-Andalus written in Hebrew, Arabic and Spanish, of incalculable heritage and historical value.

Learn more at: http://dkvseguros.com/empresa-responsable/proyectos-sociales/

PLANT FOR THE PLANET Plant for the Planet is an initiative open to all our interest groups to raise awareness of the need to care for the environment. Through the Plant for the Planet Academies, children take part in activities that encourage them to learn and discuss climate change and ways to protect the environment.

12

EXECUTIVE SUMMARY

Committed to the environment

DKV Seguros has reduced CO2 emissions by 37.7% since 2009 (61.72% since 2004). Our average emissions per employee in 2015 were 3.04TCO2 below the level of Munich Re

Our commitment to society is based on promoting wellbeing and healthy lifestyle habits, promoting a culture of prevention among our interest groups, and respect for the planet. As part of this commitment, at the DKV Group we are actively involved in meeting organisations from the third sector, taking part in business forums linked to social action and volunteering, patients’ associations, medical societies and academic forums.

With “A million commitments to the climate” we made a commitment to reduce CO2 emissions by 29% by the end 2015, taking 2009 emission levels as a reference

TORRE DKV GRANTED LEED GOLD CERTIFICATION IN THE COMMERCIAL INTERIORS CATEGORY The Torre DKV has been awarded LEED Gold certification in the CI (Commercial Interiors) category for interior refurbishments, having surpassed the requirements of the Building Certification Institute. DKV opted for this particular certification due to the characteristics of the work that had to be carried out to renovate the tower.

LEED is the most demanding and prestigious certification in matters of world sustainability, and the Torre DKV is the only Munich Re building to hold such a certificate.

It recognises the hard work put in and raises our reputation, as well as vindicating our efficient use of natural resources.

Such demanding certification is a guarantee of the existence of benefits for employees and for the environment. Certification takes into account these benefits in its criteria, including sustainable localisation, water savings, energy efficiency, selection of materials and resources, interior environmental quality, and innovation and design.

13

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

4.

Value created, value shared CUSTOMERS

EMPLOYEES

99%

6

days

AVERAGE QYR RESOLUTION TIME (7 in 2014)

COMPLAINTS RESOLVED WITHIN TIMEFRAME (2 months) (= 2014)

95.64% PERMANENT CONTRACT (95.66% in 2014)

EUR

917,435

INVESTMENT IN TRAINING (780,700 in 2014)

average satisfaction (out of 10)

93%

8.4

call center effectiveness (90% in 2014)

global policies (8.4 in 2014)

health professionals

760

EVENTS ATTENDED (9,691,459 in 2014)

PROFESSIONALS WHO FORM PART OF THE COLABORA PLAN (712 in 2014)

days

AVERAGE PAYMENT PERIOD (in e-billing) (= in 2014)

14

WOMEN IN SENIOR MANAGEMENT (= in 2014)

33%

EMPLOYEES WITH DISABILITY (includes DKV Integralia Foundation) (30% in 2014)

brokers

10,516,189

14

22.2%

15.017

PROFESSIONALS REGISTERED WITH DKV’S CAP (OWN AUTHORISING CENTRE) WEBSITE (14.898 in 2014)

62,458 QUERIES DEALT WITH ON BROKER INFORMATION SERVICE (64,838 in 2014)

963

BROKERS THAT TOOK PART IN MEDIALIA (813 in 2014)

mill eur

26.1

comissions (28.2 in 2014)

63.022

POLICIES BROKERED ONLINE (DKV Directo) (54.799 in 2014)

EXECUTIVE SUMMARY

GENERAL INSURANCE PROVIDERS

23,625

GENERAL SERVICES PROVIDERS

mill eur

20.4

ACts RECORDED (23.352 in 2014)

PAYMENTS TO SUPPLIERS (19.8 in 2014)

AVERAGE SCORE (OUT OF 10)

AVERAGE SCORE (OUT OF 10)

7.9

8.6

UNDERTAKERS

EXPERT OFFICES

SOCIETY

eur

628,270

days

AVERAGE PAYMENT PERIOD (18 in 2014)

2.4

mill eur

PROCUREMENTS FROM SPECIAL EMPLOYMENT CENTRES (2.1 in 2014)

mill eur

34.2

PAYMENTS TO SUPPLIERS (48.7 in 2014)

100%

COLLECTION BEFORE SET LIMIT (= in 2014)

ENVIRONMENT

156,571

INVESTMENT IN DONATIONS (562.989 in 2014)

DIRECT BENEFICIARIES (157.795 in 2014)

61

68%

THIRD-SECTOR ORGANISATIONS SUPPORTED (59 in 2014)

21

DONATIONS FOR HEALTH PROJECTS (73% in 2014)

60.6 %

2,595

GREEN ENERGY USED (26,1 in 2014)

VIDEOCONFERENCES HELD (2,148 in 2014)

1,181

tn

CO2 EMISSIONS (1,569.7 en 2014)

RENEWED FOR NINTH YEAR RUNNING

15

“Truly interested in you�

INTEGRATED CORPORATE REPORT 2015

Customers 2015 was the year when the customer experience was deployed in DKV branches and the call centre

At the DKV Group, our main objective is to care for the health of our customers and their loved ones. We share the responsibility of their health, and they are our focus in our day-to-day activities, so that their experience with DKV is a constant concern and worry in our organisation.

To gain a clear competitive advantage, we encourage cultural transformation, we work all channels and listen to customers to offer them products and services together with a personal and unique experience.

SATISFACTION INDEX

8.9

8.9

burial

8.8

8.6

dental

8.3

8.5

home

8.5

accidents

CUSTOMER EXPERIENCE

The pillar of our business strategy, we seek to provide an unforgettable experience at each point of contact that policy holders have with the company. Among the initiatives implemented, we have revised our written communication style to avoid technical jargon, explain legislation and suggest alternatives, and we have included provincial telephone numbers as an alternative to 902.

16

8.4

8.4

8.4

income

8.2

8.3

HEALTH CARE

8.1

8.1

REIMBURSEMENTS

8.1

8.1

muface

DKV HEALTH SPACES

DKV Health Spaces have become the first chain of clinics to hold both ISO 9001 and UNE 179001 certification. ISO 9001 shows the capacity of centres to provide a service that meets customer requirements with a commitment to continuous improvement. UNE 179001 certifies quality in aspects relating to how the centre is organised, facilities and equipment, training and qualification of staff and processes directly relating to health care.

EXECUTIVE SUMMARY

Our innovative products, the efficacy of our call centre, the quality of the Health Spaces, and our guarantees and social commitments are just some of the aspects that DKV customers benefit from throughout their relationship with us.

17

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

Employees We have revised the model to align the leadership style and how teams are managed. As a main initiative, we have included a process of self-assessment of managerial skills to ensure ongoing learning and consistency of DKV values

We seek to manage people who are committed to providing the best service, and securing recognition and development for the company based on ethical, open and transparent leadership. Our work is based on our People Management Model, our Healthy Company policy and the Corporate Volunteering Plan.

employees per gender

61.2

2013

% Female

38.8

60.7

2014

39.3

61.5

2015

38.5

% Male

SEVEN YEARS IN GREAT PLACE TO WORK

CREATIVITY DAY: SUPERCHEF

Once again, we have been included among the Best Workplaces in Spain for 2015, in the category of organisations with a workforce of 500-1,000, as organised every year by Great Place to Work®. We also received the special Conciliation Award, which was introduced for the first time this year.

Healthy and creative cooking was the star of the 2015 Creativity Day, which has been held for the past six years to encourage innovation among staff. The various participants presented their offerings and competed in the grand final in three separate bands. The jury, led by the prestigious chef Javier Torres from the Dos Cielos restaurant, chose the winning entry, an empanada pie filled with baby eels, prawns and wild mushrooms, by Idoia Bilbao from Customer Services at the Bilbao branch.

18

EXECUTIVE SUMMARY

EMPLOYEE COMMITMENT

non-COMMERCIAL training

91% COMMITMENT (ACCORDING TO TOWERS WATSON INDEX)

We have extended the scope of the Healthy Company project, aimed at prevention and improving employees’ health, linked to corporate strategy, with the aim of being sector leaders

Nuria Villalvilla, manager of the Technical Unit of the DKV Group Joint Prevention Service, collects the runner-up award at the second RRHH Digital Health and Business Awards

VOLUNTEERING IN FIGURES

2013

2014

2015

Number of employee involvements in corporate volunteering activities

1,380

1,563

1,171

Number of contacts between NGOs and employees through the DKV volunteering website (accumulated)

43

58

267

Number of volunteering projects supported

38

59

63

19

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

RepTrak®

According to the study, we achieved a reputation score of 77.6 among preferred doctors

Health professionals The model for dealing with our health professionals is one based on respect, sincerity and transparency, sharing knowledge and information, and encouraging dialogue. Long-term trusting relationships are established based on shared values and objectives.

Increasing the number of DKV Health Spaces and Dental Health Spaces, holding the third edition of the DKV Medicine and Solidarity Awards, and the increase in the number of professionals who from part of the Colabora Plan are indicative of our long-term commitment to medical professionals.

ii MEDICINE AND SOLIDARITY AWARDS

The award was created to recognise people and organisations who, alongside their career, work to implement solidarity projects that help make the world a better place.

Medicine and Solidarity Award

Trajectory Award

DKV Professional Award

City of Madrid Award

Fundación Cirujanos en Acción

Sonrisas de Bombay

Dr Elvira Ferrer

Dr María Teresa Benítez

NEW HEALTH PROFESSIONAL WEBSITE We have created a new portal for communication with health professionals that enables them to carry out various tasks. The website is divided into two sections, a public part with news of general interest and a private section for our collaborators, which provides access to management tools such as the DKV invoicing terminal, checking payments received, news and personalised notices, and an administrative management tool.

20

EXECUTIVE SUMMARY

Brokers DKV, the most highly valued health insurance company in quality of service, according to the ‘Barometer’ run by the ASECOSE Barometer (leading association of insurance brokers in Spain)

The relationship with our brokers is one that involves working with them on a daily basis, mutual support and professional development. In this regard, DKV continues to lead the Ethical Insurance Pact and Mediation Strategy Plan in collaboration with the General Council of the Professional Association of Brokers.

In 2015, we collaborated with the Study Centre run by the General Council of the Professional Association of Insurance Brokers to disseminate the Mediation Strategy Plan among our brokers, with more than 500 brokers evaluated by our inspectors and branch managers.

EUSKALSEGUR AWARD FOR THE MEDIALIA PLATFORM The Medialia programme was recognised with the Euskalsegur Award for its “social work undertaken in an ongoing manner, in terms of both its own corporate structure and the workforce”. With this platform, we provide tools to help brokers take tangible action to help people with disabilities find work, products and services, health education, volunteering, and environmental and institutional initiatives.

impaCT OF THE MEDIALIA PROGRAMME

–– More than two thousand customers and employees signed up to the Canal Salud (Health Channel) Newsletter, DKV 360º or the Volunteering Portal.

–– Almost 40 votes in the “Tú decides” (It’s your choice) Campaign” for some of the 50 projects announced by DKV to receive aid.

–– 70 children from remote Cambodian villages sponsored to give them access to a full education.

–– Participation in solidarity events such as Trailwalker, Carrera de la Mujer (Woman’s Race) and the DKV Marcha Solidaria (Solidarity March).

–– Applying and sharing eco-efficiency practices in offices.

–– Involvement in DKV Clear Language workshops or organising a workshop in your office.

–– Almost 80 people signed up to draws for overcoming tobacco habit.

–– More than 30 campaign collecting toys or food.

–– More than €18,000 to NGOs chosen by brokers.

Hasta el 23 de de 2015

Colabora con nosotros en la recogida de juguetes Campaña solidaria de recogida de juguetes no bélicos, nuevos o en buen estado a favor de familias sin recursos.

Tráenos juguetes y colabora con Servicios Sociales Mancomunidad Municipal Cinco Villas (Pravia) para que todas las familias puedan disfrutar de la Navidad con ilusión.

diciembre

Punto de recogida: GAR Correduría de Seguros, S.L. Avda. Carmen Miranda 25, bajo 33120 - Pravia De 9 a 14 h. y de 16 a 19 h.

C/López Ocaña 9, entlo C (Edificio Maspalomas) 33400 - Avilés De 9 a 15 h.

–– Making donations to developing countries possible through Oxfam Intermón.

21

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

General Insurance Providers The satisfaction index for Home insurance policy holders remained steady in 2015 at 85%, while changing provider

The new agreement for distributing funeral plan products with Banco Sabadell has now been implemented

At DKV ERGO, transparency and mutual trust in our providers form the basis of the process of managing provisions, seeking excellence and quality in the service we provide for our policy holders.

certificATION OF PROVIDERS

EXPERT NETWORK (HOME)

FUNERAL PROVIDERS (FUNERAL PLANS)

Every month, the Expert Network runs selfassessments using internal management indicators to control and monitor its activity in both DKV Seguros and ERGO Generales.

Providers systematically undergo an assessment and certification process. The results for 2015 were as follows

The total number of certified expert offices grew to 27 in 2015, accounting for 86% of the expert reports submitted.

Visit to and assessment of 39 funeral providers, 24 of them for the first time.

The average score for expert offices was 8.6.

Total providers assessed up to 2015: 239, accounting for more than 90.4% of total turnover.

Four new expert offices were brought on board in 2015, in the provinces of Guipúzcoa, La Rioja, Cantabria and Soria.

The average score for assessed funeral providers was 7.9.

We participated at Funermostra (Valencia), Simposium Funerario (Granada) and the National Funeral Exhibition (Birmingham).

ECOHOGAR

ONLINE WILL

In accordance with our management policy, we have launched a new ERGO EcoHome product, which introduces the environmental perspective to Home insurance in a way that is identifiable for the customer. From 2016, the new insurance will offer:

With the aim of extending Legal Advice provision and offering an innovative service, through its ERGO family protection policy the Funeral Plan branch is now offering policy holders a free online will and testament service, to help them set out their last wishes quickly and easily, without having to leave home. During the process, they are assisted by a solicitor, who clarifies any doubts they might have, either through email or with a telephone call.

–– Discounts on purchases of eco-products and urban horticulture.

–– Discount for accessing Spanish Red Cross first aid training courses.

–– Discounted prices for home insulation improvements.

–– Prize draws for customers who have their contact details up to date and low incident rates.

–– Use of low-toxicity paint in repair work to improve interior air quality.

22

EXECUTIVE SUMMARY

General Services Providers The final score for a provider must be at least 6 out of 10 to remain certified

Our general services providers are typified by their transparency and the integration of environmental, social and ethical criteria into their work. All contracting procedures are regulated by our procurements standards, including guarantees to ensure compliance with Corporate Social Responsibility policies.

In 2015 we drew up the conditions of the new model for procurements, adopting standards, policies and procedures to be implemented in 2016.

PROVIDERS SIGNED UP TO DKV VALUES PERCENTAGE THEY REPRESENT OF TOTAL TURNOVER FROM PROVIDERS

IMPLEMENTING THE NEW PROCUREMENTS POLICY

100 96 90

80 60 40 20 0 2014

2015

In 2015, the Procurement Centre of professionalising Munich Re defined a new categories policy that we have adapted to the New Procurements Standard of the DKV Group, to come into effect on 1 January 2016.

The standard establishes that the Procurements Department is responsible for contracting goods and services, and leads the entire contracting process. For Spain, we have a limit of EUR 60,000, below which Procurements delegates operations to an internal client.

This new policy enables us to comply with the procurements mission defined by Munich Re of “purchasing at best total value in terms of quality, time and cost for the group and ensure compliance

with the standar”, as wel as the management of procurement and the management of providers.

Creating value for interest groups forms part of the vision of the Munich Re Procurement Centre: “we are procurement professionals with links to all our interest groups, optimising quality, price and time, ensuring transparency and efficiency, and the statute of commitments with our interest groups, in relation to our providers, in terms of the faithful observance of agreements and prompt payment, and ethical procurement that is transparent and respectful of free competition, combined with responsible and sustainable behaviour with DKV.

23

“Truly interested in you”

INTEGRATED CORPORATE REPORT 2015

5. DKV Integralia Foundation + Learn more at: http://www.fundacionintegralia.org/

The DKV Integralia Foundation celebrated its 15th anniversary with a consolidated project and a school model that has set the standard around the world.

15 YEARS OF THE DKV INTEGRALIA FOUNDATION

821

PEOPLE WHO HAVE WORKED IN THE FOUNDATION

257

1,857

PEOPLE WHO HAVE FOUND WORK IN OTHER COMPANIES

317

TOTAL BENEFICIARIES

428

integralia

PEOPLE TRAINED AT THE INTEGRALIA SCHOOL IN SPAIN

PEOPLE EMPLOYED OUTSIDE OF SPAIN

321

22

PEOPLE TRAINED AT THE INTEGRALIA SCHOOL IN OTHER COUNTRIES

CV

PEOPLE ATTENDING LANGUAGE CLASSES IN 2015

244

COUNTRIES WHERE IT OPERATES: SPAIN (8 CENTRES), POLAND, PERU, COLOMBIA AND INDIA

JOBS CREATED

BY THE SCHOOL

DKV INTEGRALIA FOUNDATION AWARDS

2004

Quality Award from the Generalitat de Catalunya (Regional Government of Catalonia)

24

2007

CERMI Award in the Occupational Inclusion category

2010

SERES Foundation Award for Company Innovation and Social Commitment

2015

APECCO Award for the Contact Centre CSR project for Konecta and Integralia IHF International Award for CSR Excellence for the creation of the Integralia Vallès Foundation

Contact us The full version of the 2015 Integrated Corporate Report for the DKV Group was produced following the G4 Guidelines for the Production of Reports by the Global Reporting Initiative (GRI), and was externally verified by KPMG consultants.

It is available at http://dkvseguros.com/informe-corporativo-2015

Main offices of the organisation:

Avda. MarĂ­a Zambrano, 31, 50018 Zaragoza Communication Department: 976 289 106 / 93 214 00 78 Customer service: 902 499 499 Services for companies: 93 214 00 16

Our websites:

dkvseguros.com ergoseguros.com fundacionintegralia.org vivelasalud.dkvseguros.com

Let us know your opinion at:

informecorporativodkv@dkvseguros.es

What do you think of this document? Rate it at:

http://dkvseguros.com/encuesta-informe-corporativo/

Co-ordination and editorial:

Communication and CSR Department of DKV Seguros, with the collaboration of CANVAS Estrategias Sostenibles.

Since 1988 DKV has worked with this organisation, which operates in the Third World.

We are adherents to the Good Practices Guidelines of the Unión Española de Entidades Aseguradoras y Reaseguradoras (UNESPA, Spanish Union of Insurance and Reinsurance Companies). Please visit our website to learn more.

We are an excellent company.

DKV Seguros has calculated and offset greenhouse gas emissions generated by its activity over the course of 2015, and is committed to reducing levels further still.

Printed on recycled paper. DKV Seguros collaborates with environmental conservation.

Sustainable company.

FSC Spain has implemented the Forestry Stewardship Management project: Conservation of Forests and Rural Development, within the framework of the Biodiversity Foundation’s 2007-2013 Empleaverde (Green Employment) Programme.

Fourth best company to work for with 500-1,000 employees.

Healthy company.

Responsible with your health, with society and with the planet.

Family-responsible company.