Sustainability Report 2015
Customer orientation and satisfaction
In order to respond quickly and flexibly to individual customer requirements, Hannover Re emphasises flat hierarchies, direct decision-making channels and the importance of equipping underwriters with the appropriate authorities. In addition, we engage in an ongoing and regular dialogue with our clients around the world and use their direct feedback on our efforts for the purposes of further refining our activities. In accordance with our Sustainability Strategy 2015-2017, we continued to step up our exchange of views with customers and expanded our international dialogue channels.
Our customer relationships are cultivated on the level of individual divisions. By means of a direct dialogue we share insights with our customers on (re)insurance topics and regularly engage with the feedback given by our contacts. Through informational events such as the seminar series "Building Bridges" in property and casualty reinsurance we foster an exchange of ideas within the industry on a range of issues, including sustainability. In our customer newsletter "ReCent Medical News" the Life & Health reinsurance division puts out information four times a year on medical and socioeconomic issues. Our subsidiary E+S Rück holds specialist conferences to share information on claims management and risk management and give presentations on topics such as compliance, sanctions and the reform of insurance supervision law associated with Solvency II. Furthermore, as part of cooperation activities with primary insurers we support the development and supply of sustainable insurance solutions.
We survey the satisfaction of our customers at regular intervals and are delighted by the favourable findings in the year under review. Our customers see Hannover Re as a loyal, sympathetic and trustworthy company. This perception is shaped in part by our risk-appropriate prices, adequate capacities and a reliable value proposition. Over the years Hannover Re has been the recipient of numerous awards that testify to the satisfaction of our business partners. Most recently, for example, we were once again crowned as "Reinsurance Company of the Year" in 2016 by the highly regarded UK insurance magazine "Reactions".