Topic 04 / 07
Responsible customer experience
The mission of Croatia osiguranje is to provide long-term financial security for individuals and the community through excellent, innovative service tailored to clients’ needs. The client is one of the key stakeholders in a sustainable business, so consumer needs and satisfaction are monitored at different touchpoints to improve the service and meet clients’ expectations.
04.1
Digital solutions and additional benefits
Customer satisfaction is the primary focus of all Croatia’s innovations; uniqueness, intuitiveness and ease of use are the key qualities that set our digital solutions apart from the competition.
Alongside technological innovation, which undeniably makes clients’ lives and business easier and helps them save, the focus is on a personal approach to clients and on understanding their needs.
Alongside the customer experience in our branches, we continuously improve the online customer experience, trying to make our insurance products, services and support as accessible as possible in all parts of Croatia.
To follow our clients’ needs and expectations properly, we carry out customer satisfaction surveys; their results are the basis for further initiatives to improve processes and client relations.
Croatia osiguranje clients have numerous digital solutions and features available, from digital purchase, payment, policy overview, claims reporting and the benefits programme to advanced features that encourage positive changes in clients’ behaviour.
04.2
Awards that confirm excellence
Behind good results are teams and employees who invest great effort and knowledge. We are delighted that this was confirmed at the CX.hr portal’s annual awards for 2022, where Croatia osiguranje and LAQO won first prize in the category “Best customer experience”.
The CX.hr portal’s annual awards aim to raise awareness of the importance of an excellent customer experience and its impact on companies’ success. They recognise the best contact centres and the staff who show excellent results in several areas: leadership, commitment to customers, contact-centre management, and staff training and development.
04.3
Consumer protection
Insurance is a highly regulated activity that keeps setting new regulatory requirements, including in product management. In the development phases of an insurance product and throughout its life cycle, Croatia osiguranje acts in accordance with the Product Oversight and Governance Regulation (POG), and in distribution also in accordance with the IDD directive and national consumer protection regulations. All Croatia osiguranje products are supervised by HANFA and meet all financial and health regulatory requirements and the highest industry standards.
The Compliance Sector carries out compliance reviews and internal controls of all aspects of the business and all products before they are placed on the market. Together with the Product Development and Underwriting Sector, it ensures that product descriptions and contract terms are transparent and truthful, and it takes part in creating product marketing. Details of services and products are available in all sales channels, on the website and web shop, in promotional materials at the point of sale and in personal contact with sales agents.
Material topics
Other sustainability topics
01
Sustainable products and services
In developing and redesigning insurance products and services we also consider their contribution to sustainability goals, with a particular focus on health products, digital products and services, and products that mitigate the consequences of climate change.
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02
Digital innovation
Digitalisation is today an imperative and a precondition for growth, resilience and sustainability.
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03
Employee wellbeing and lifelong learning
Our success is built on continuous investment in the knowledge, motivation, engagement and wellbeing of our employees.
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05
Responsibility towards the community
Social responsibility is one of our highest values and one of the key elements of the Company’s corporate identity.
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06
ESG risk management
At Croatia osiguranje we regularly monitor and promptly improve the management of sustainability risk, and in our business we take into account the possible increase in the impact of sustainability risks over time, in the short, medium and long term.
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07
Responsibility for environmental protection
With the growing impact of climate change – irreversible, critical and with consequences for every aspect of life – environmental topics have priority status in sustainability management at the global level.
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