Priority No. 2: design socially responsible products and services

CNP Assurances is continuing to update its offer to adapt to the latest changes in society by enhancing existing offers and developing targeted prevention services.

AN OFFER ALIGNED WITH CUSTOMER NEEDS​

Anticipating policyholder needs

In addition to studies carried out with the distribution partners, the Group’s entities conduct research to anticipate new needs arising from emerging social and demographic trends. For CNP Assurances, these studies focused in large part in 2015 on how the heads of microenterprises perceive their activity and their environment, as well as on their expectations in respect of online service.

Since 2007, La Banque Postale Prévoyance has worked with TNS Sofres to conduct a “long-term care survey” to assess the needs of people who are starting to require long-term care. With its scientific and financial support for an “old-age dependency” research chair starting in 2016, its tasks are to model demand and supply of care and services related to the loss of autonomy.

Innovative guarantees are available covering the problems of loss of autonomy, job loss and ageing. In France, for example, we offer an unemployment insurance product with a reduced premium or with advisory services to help the policyholder find a new job. Protection Active Emploi provides financial support for 6 or 24 months, plus personalised assistance such as career reviews, training and logistical support.

The Effinance term creditor insurance contract for home-buyers, co-insured with La Banque Postale Prévoyance, won an award in 2013 “for its broad acceptance criteria, useful guarantees, small number of exclusions and affordability”.
Assistance in finding a new job, including distribution of CVs and online career advice, has been offered to Caixa Seguradora policyholders who lose their jobs since 2014. Policyholders in the late stages of a critical illness can claim benefits without reducing the capital built up under their policy, as well as free medication in the event of hospitalisation or emergency care.

Trophées de l’Assuré 2015, Gold award winner: La Banque Postale Prévoyance for its Assurance Autonomie product

The panel rewarded the performance of the dependency insurance offer, which provides innovative benefits:

  • home care, with visits from post office employees to promote social cohesion and to alert paramedics if necessary;
  • an intergenerational approach including the possibility of taking out cover with a third party as beneficiary;
  • consideration of the decline in purchasing power in retirement, with a 20% reduction in the premium after the age of 65 (optional) and in the event of dependency, with couples exempted from payment.

Promoting good health

A structure dedicated to prevention: Filassistance International

Making life-long support for policyholders its mission, in 2003 CNP Assurances pioneered the integration of targeted assistance and prevention services in life insurance and long-term care insurance contracts, in particular through its Filassistance International subsidiary.

Filassistance offers insurance against the loss of autonomy and against cardiovascular risks. It provides listening and support services for carers and people with long-term illnesses – specifically women with cancer – both medically and socially. In 2015, Filassistance implemented solutions designed to prevent absenteeism among the 12,000 employees of a large company. Solutions include the provision of assistance in the event of unexpected unavailability of childcare so as to allow employees to get to work. Moreover, its Aide aux Aidants (Assistance to Caregivers) offer was included on SIACI’s “My Prevention” website, which has received numerous awards for innovation.

E-health prototype

To meet growing demand for interactive and instant information on health and prevention, CNP Assurances launched “Lyfe”, a pilot website for its customers and partners, in late November 2015. In addition to the provision of 24/7 healthcare advice and personalised support by videoconference, the platform offers the possibility of obtaining a medical appointment, a check-up or other appropriate medical examinations with very little waiting time.

Prevention campaigns

CNP Cyprus Insurance Holdings conducts prevention campaigns targeting obesity and stress in its collective contracts in Cyprus. In addition, CNP Assurances deploys numerous workplace programmes to promote the health and well-being of local government employees.

Prevention for all

In 2015, CNP Assurances launched “cespetiteschoses.fr”, a digital platform offering information and support and spreading awareness on the theme of “living well late in life”. It was designed to raise awareness, in a fun and interactive manner, of the impact that small, seemingly insignificant everyday gestures can have on people’s lives.

Service quality aids

Shared applications: The workstations used by the Group’s distribution partners enhance the quality and efficiency of policyholder services, while incorporating the duty to provide advice. New shared and convergent quality initiatives have been developed with CNP Assurances’ partners to improve the quality of service for insurance advisors and policyholders.

A single platform for processing health questionnaires: the use of the CNPNet platform with bank partners over the last six years enabled 78% of health questionnaires to be processed electronically in 2015. Since 2013, policyholders have been able to complete the questionnaire at home, making life easier for customers, particularly those who don’t have time to visit their bank branch, who need their personal medical file to fill out the form, or who are joint borrowers.

The deployment of new technologies makes life easier for policyholders. For example, a website for reporting term creditor insurance claims set up in 2012 allows policyholders to submit scanned claim documents electronically and to track the claim’s status, including by text message.

Stealing a lead on the competition, CNP Assurances has since January 2014 offered a full-online term creditor insurance purchasing process for home-buyers who obtain finance from Boursorama Banque, with a legally valid electronic signature system. As well as reducing the time required to complete the process, the system also offers a secure storage solution for insurance applications and the related documents.

Recognised as a pioneer of full-online service in creditor insurance, CNP Assurances was selected in 2015 by ING Direct, France’s leading online bank, for the launch of an online mortgage.

The Caixa Seguradora group has responded to customer calls for an extension of its online services to include the purchase of insurance, with specialists available via a forum to assist customers during the process.

CNP UniCredit Vita’s website gives policyholders direct access to their insurance accounts, as well as to downloadable information and claim forms.

A business continuity plan has been set up to prepare for the risk of downtime following an incident. Tests are performed each year, using different scenarios, to ensure that in all the various departments, normal business operations could be quickly and efficiently restored.