Pacifica - Crédit Agricole Assurances

PACIFICA
Our business: to protect your family and
your private and professional property
PACIFICA IS THE GENERAL INSURANCE SUBSIDIARY OF
CREDIT AGRICOLE ASSURANCES and its ambition is to
contribute to making the Crédit Agricole Group stand out
among its competitors in its customer relations. This is the
result of our action in the following areas:
• Product innovation, with the strong development in 2014 of our new home insurance policy and the launch of a
more personalized farming insurance.
• Process innovation, with our all-online services
contributing to Crédit Agricole Group’s digital ambition.
• The quality of claims handling, a precious asset for 1
million clients in 2014, who were hit hard by natural
events. The national roll-out of in-kind compensation
continued. The Customer Promoter Score among
clients making claims exceeded +38% and 93% of them
stated that they were satisfied or very satisfied with the
handling of their claim. These clients are therefore likely
to recommend the Group as a whole.
OUR RANKINGS (end 2014)
1 st
7 th
2 nd
IN PERSONAL
ACCIDENT
COVER
IN GENERAL
INSURANCE
IN FRANCE
IN FARMING
INSURANCE
OUR GOVERNANCE
Thierry Langreney
CEO of Pacifica
Raphaël Appert
Chairman of Pacifica
• MANAGEMENT COMMITTEE
• BOARD OF DIRECTORS
31 March 2015
31 March 2015
Raphaël Appert
Chairman of Pacifica and
Crédit Agricole Assurances,
CEO Centre-Est Regional
Bank
Jérôme Grivet
Vice-President,
CEO of Crédit Agricole
Assurances and Predica
Jack Bouin
CEO of the Crédit Agricole
Aquitaine Regional Bank
François Imbault
Chairman of the Crédit
Agricole Ile de France Regional
Bank
Jean-Jacques Duchamp
Deputy CEO of Crédit
Agricole Assurances
Xavier Musca
Deputy CEO
of Crédit Agricole S.A.
Elisabeth Eychenne
Chairman of Caagis,
CEO of the Crédit Agricole
Franche-Comté Regional
Bank
Paul Foubert
Head of Planning,
Management Control and
Budget for Crédit Agricole
Olivier Gavalda
Head of the Regional Banks
division, Crédit Agricole S.A.
Nicole Gourmelon,
Chairman of the Audit
and Risk Committee and
CEO of the Crédit Agricole
Normandie Regional Bank
Thierry Langreney
CEO
Patrick Degiovanni 2
Deputy CEO, specialised
markets and compensation
Guillaume Oreckin 3
Deputy CEO, Retail market
and Operations
Jean-Michel Geeraert 8
Head of the Farming Market
and Prevention
Noël Léger 9
Secretary General and Head
of Risk Management and
Permanent Control
Cécile Lassus-Carrois
Yves Nanquette
Chairman of Caci, CEO of LCL
Bernard Pacory
Chairman of the Crédit
Agricole Nord de France
Regional Bank
Thierry Cornille 5
Head of Sales and Business
Development
Jean-Pierre Vauzanges
Chairman of Predica,
CEO of the Ille et Vilaine
Regional bank
Jérôme Di Pace
Chief Financial Officer
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NON-VOTING BOARD MEMBER
Bertrand Corbeau
CEO of Fédération Nationale
du Crédit Agricole
Olivier Rattez 11
Head of Claims
Jean-Paul Schwartz 12
Head of Partnerships
Brigitte Thomas 13
Head of Organization,
Information Systems and
Processes
Lionel Féraud 7
Head of the Retail Market
12
11
8
4
3
9
10
HR Manager
Yannick Appert-Raullin 4
Head of Credit and Actuarial
Affairs
2
10
1
1
5
6
7
13
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OUR OFFERS
LIFE INSURANCE/SAVINGS/PENSIONS
BUILD UP
savings
INDIVIDUALS
PROFESSIONALS
FARMERS
CORPORATE
TOP UP
health cover
Personal accident cover,
Individual top-up health
insurance,
Collective health and
personal risk, Insurance
for employees of the self-employed
and very small companies,
Personal services
PREPARE
for retirement
PROTECT
your family
HEALTH/PERSONAL
RISK INSURANCE
• PROPERTY, LIABILITY AND FAMILY
INSURANCE
PROPERTY AND LIABILITY INSURANCE
Motor, home, motorcycle or boat insurance... to address
any unforeseen events such as fire, theft or bad weather.
TOP-UP HEALTH COVER
Cover your healthcare costs, plus a choice of formats
covering the costs of acupuncture, osteopathy,
etiopathy, chiropractics, nutrition (alternative therapies).
PERSONAL ACCIDENT COVER
Provide effective, reliable protection for you and your family.
LEGAL PROTECTION
Manage personal or professional disputes with
support at each stage in the proceedings.
PROTECT
your purchases
COVER
your property
Motor insurance,
Home insurance,
Farming and professional
insurance,
Personal liability,
Legal protection,
Mobile devices,
Means of payment,
Repair networks
GENERAL
INSURANCE
• INSURANCE FOR AGRICULTURALSECTOR PROFESSIONALS AND
FARMERS
INSURANCE FOR PROPERTY AND AGRICULTURAL
AND PROFESSIONAL LIABILITY
Benefit from guarantees and options to meet all
professional requirements, tailored to your specific
status and activity.
ENTREPRENEUR HEALTH AND ACCIDENT
INSURANCE
COLLECTIVE HEALTH AND PERSONAL RISK INSURANCE
FOR EMPLOYEES OF THE SELF-EMPLOYED AND VERY
SMALL COMPANIES
BANKING SERVICE INSURANCE
Insure yourself against risks of loss or theft of your
means of payment and against their fraudulent use.
PERSONAL SERVICES (WITH VIAVITA, A PACIFICA
SUBSIDIARY)
Simplify day-to-day life and benefit from tax incentives.
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OUR ACTIVITY
• OUR VALUES
FIGURES
Pacifica bases its actions on all the values of the
Crédit Agricole Group, which include proximity,
responsibility and loyalty.
(end 2014)
€2.8 billion
• OUR MISSION
in revenue
To protect Crédit Agricole Group clients from life’s
unexpected hardships and accompany them on a
daily basis.
9.9 million
policies
• OUR AMBITION
To make Crédit Agricole Group the favourite insurer
of its customers for the long term.
1,002,000
claims handled
• OUR ASSETS
• A corporate culture focused on customer
satisfaction
• A high-performance, customised industrial
model
• Highly committed staff
• Close relations with our bank partners,
providing exceptional growth potential
38%
*CPS (private individual
customers of the
Regional Banks)
* CPS - Customer Promoter Score
CPS measured after a claim = share of scores of 9-10 (customers considered as
being promoters) minus the share of scores of <6 (clients considered as being
detractors)
A NEW YEAR OF STRONG REVENUE GROWTH
(PREMIUMS IN € MILLION)
3,200
HEADCOUNT
Premiums in € million
* Not including Viavita (31) and Viaren (40) employees
2806
1,500
1 million
claims
handled
2,200
Merger with AFCALIA
(LCL banking service insurance)
9 million
policies
managed
1,700
Acquisition
of MRA
1,200
1 070
926
900
1 112
Claims
Management
Unit
676
441
1,200
TOTAL*
600
417
Farming
insurance
1 521
1 338
2 638
2,700
1 460
AFIARD-LCL
general insurance
300
284
412
390
409
Headquarters
235
133
897
700
512
440
200
2000
588
676
0
A total of 3 million
claims recorded
2000
2005
2010
2013
2014
2 million policies in the portfolio (motor, home, health
and legal protection). Personal accident insurance launch
2002
2004
2006
2008
2010
2012
2014
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NEW BUSINESS ACTIVITY AND PORTFOLIO
In thousands of policies
In thousands of policies
2,000
10,000
9,566
1,710 1,649 1,749
8,360
8,000
1,500
1,260
6,000
1,000
9,938
5,350
800
4,000
2 ,650
500
0
2,000
0
2000
2005
2010
2013
2014
2000
2005
New business
IN 2014, OUR BUSINESS ENVIRONMENT WAS MARKED
BY:
A moderate level of automobile
sales and real-estate transactions;
A positive impact of the customer relations excellence
programme focusing on needs: RC2.0 in the Regional
Banks and Client Centricity at LCL.
2010
2013
2014
Portfolio
In this context, our sales activity generated a net
increase of 387,000 policies, a 39% increase on 2014.
Our portfolio grew 3.9%, about 4 times faster than the
market.
Our turnover increased by 6.4%,
almost 3 times the growth rate of the French markets.
Commissions increased by 14% in 2014, making a total
increase of 42% since 2010.
OUR STRATEGY FOR 2015
• RETAIL MARKET
• PROFESSIONAL MARKET
AS PART OF THE MEDIUM-TERM PLAN OF THE CREDIT
AGRICOLE GROUP, our objective is to increase the
proportion of general insurance policyholders to 40%
of the customers of the Regional Banks. LCL has also
decided to invest heavily to better equip its private
customers.
IN LINE WITH THE GROUP’S STRATEGY OF
DEVELOPING ITS PROFESSIONAL MARKET, Pacifica
is setting up its Pros 2020 Assur’ project (40% of bank
customers with a policy, 40% of those customers with
more than one policy). Following the roll-out of group
insurance for very small company professionals in
2014, our objective in 2015 is to improve our position in
individual health cover and to take a significant share
of the new market created by the obligation to provide
group insurance for employees.
To achieve these objectives, Pacifica has launched two
major projects: APC40 and New Sesame.
THE APC40 PROJECT (40% of bank customers with
at least one policy, 40% of these customers with more
than one policy, for 40 partner banks), has the following
priorities:
• Refocus our efforts on our core range;
• A strong emphasis on selling multiple policies to
customers;
• Intensify customer relations using a multi-channel
approach
• A special effort to develop our sales with LCL,
with whom we have significant room for progress.
NEW SESAME, THE FUTURE INSURANCE
WORKSTATION FOR BANK COUNSELLORS, has moved
into the active design phase. A complete diagnosis has been
conducted and the target has been defined, for rollout in late
2015 / early 2016.
• AGRICULTURAL MARKET
OUR MULTI-RISK FARMING INSURANCE WAS
REDESIGNED IN 2014. The new offer is more modular
and is based on a production sector approach with
innovative cover and a systematic focus on prevention.
WE ARE CONTINUING OUR RESEARCH AND
DEVELOPMENT EFFORTS in crop and fodder insurance:
by the end of 2015, a new baseline policy will be
launched.
WE ARE CONTINUING THE ROLL-OUT OF OUR
FODDER INSURANCE with several hundred producers.
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• 1,592 EMPLOYEES
• OUR PARTNER BANKS
(Pacifica, Sirca, Viavita, Viaren)
39 Crédit Agricole Regional Banks:
of whom 1,112 working in 16 claims management
units and 1 crop management unit.
2014 recruits:
140 permanent employees
126 short-term employees
20 work-linked training recruits and interns
Rouen
Le Mans
• A network of 7,007 branches in France
•4
80 insurers dedicated to the professional and
agricultural markets
• Decentralised middle and back-office teams
CL : a network of 2,077 branches in France with
L
6,000 insurance professionals
Arras
Banque Chalus : a Regional bank located in Auvergne
with a network of 23 branches
Paris
Rennes
– may 2015 – Photos : CAPA Pictures - A. Meyssonnier, Alain Goulard, Sabine Serrad, www.seignettelafontan.com
OUR PRESENCE
Metz
Orléans
Strasbour g
Poitiers
•4
.1 MILLION CUSTOMERS HAVE
PLACED THEIR TRUST IN US
Clermont-Ferrand
Breakdown (end 2014)
Lyon
Bordeaux
10%
Farmers and professionals
Aix-en-Provence
CAA communications and CSR division –
Montpellier
Pau
90%
Private individuals (motor, home,
personal risk and other cover)
UGS* IARD
UGS* Protection juridique
Unité de Gestion Récoltes
Viavita et Viaren
* Unités de Gestion de Sinistres
• LEGAL STATUS AND HEADQUARTERS
8, boulevard de Vaugirard
75724 Paris Cedex 15
French Société Anonyme with capital of €252,432,825
PACIFICA IS A COMPANY OF THE CRÉDIT AGRICOLE ASSURANCES GROUP
CRÉDIT AGRICOLE ASSURANCES GROUP
(at 31/12/2014)
1st BANK INSURER IN EUROPE AND 2nd INSURER IN FRANCE
€30.3 BILLION TURNOVER
€249 BILLION IN LIFE INSURANCE ASSETS UNDER MANAGEMENT
3,500 EMPLOYEES
FIND OUT MORE:
CA-ASSURANCES.COM/EN
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