Sustainability Report 2015
Customer satisfaction
In order to measure the satisfaction of our customers regionally and Group-wide, we carried out customer surveys in the year under review in various markets including Italy and Australia. We are once again delighted at the outcome, given that our customers confirmed a high to very high overall level of satisfaction.
Since 2000 we have also conducted customer satisfaction surveys in our market department serving Germany, Austria, Switzerland and Italy in a three-year cycle with the goal of achieving continuous quality improvement and an associated boost in customer satisfaction. In Germany we offer a selection of products and services through E+S Rück that is geared to the special features of the German market. Market research carried out by an independent marketing institute in 2016 found that the views of more than 90% of our German customers can be summed up as follows:
"E+S Rück is perceived above all as a loyal, sympathetic and trustworthy company that values long-term customer relationships".
In our business group of Life & Health reinsurance we commission a consulting agency to carry out an annual survey of reinsurance customers in the markets of North America, Europe, the UK, South Africa, Canada and Asia. The data give us a comprehensive customer perspective on the quality of our services as well as an assessment of the perception of the Hannover Re brand in the various markets. We are seeing a constant improvement and rising customer satisfaction. In 2015 our standing in the eyes of our customers on international markets further improved relative to the previous year. The intensive and wide-ranging dialogue that we cultivate with our clients has played a major part in this.
In addition, since 2012 the consulting agency has also provided the Board members responsible for the Life & Health reinsurance business group with an annual global study on the development of different business segments, a dedicated perspective on life reinsurance markets, an area-wide analysis of market penetration and market perception as well as a profile of strengths and weaknesses from the customer's viewpoint. Most notably, in the financial solutions segment in the United States we are regarded as the market leader and "Best in Class". Our customers find us to be a business partner who is exceptionally easy to work with. Our direct, flexible and quick approach is favourably evaluated by customers and considered a competitive advantage in comparison with our competitors. Our regular analysis of the study's findings also enables us to measure the success of our strategy.
We process the results of our customer surveys and studies in-house so as to identify potential action fields.
Awards and distinctions
For many years Hannover Re has been the recipient of major accolades for its outstanding performance. In the current year, too, we have received some highly notable distinctions:
Reactions" once again crowned Hannover Re as "Reinsurance Company of the Year" in 2016. Our Chief Executive Officer Ulrich Wallin was recognised as "Reassurance CEO of the Year" for his achievements. "Reactions" also honoured Hannover Re as the best reinsurer in Columbia this year.
In the "Intelligent Insurer North America Awards 2015" Hannover Re was singled out as "Best Reinsurer for Innovation". The awards for "Client Responsiveness" and "Expertise and Market Knowledge" similarly went to Hannover Re.
The Flaspöhler surveys for the Property & Casualty reinsurance business group deliver valuable insights – on an annual rotating basis – into how US cedants and US brokers see our company. In the 2014 Flaspöhler US Broker Survey Hannover Re achieved the outstanding rating of "Best reinsurer overall" for the sixth consecutive time in twelve years. In the Flaspöhler US Cedant Survey for 2015 Hannover Re placed in the top three.
| Awards received by Hannover Re over the past five years | ||
| Year | Award | |
|---|---|---|
| 2016 | Reinsurer of the Year (Reactions London Market Awards) | |
| 2016 | Reinsurance team of the Year: Specialty Team (Reactions London Market Awards) | |
| 2015 | Best Reinsurer for Client Responsiveness; GWP > $2bn (Intelligent Insurer North America Awards) | |
| 2015 | Best Reinsurer for Innovation; GWP > $2bn (Intelligent Insurer North America Awards) | |
| 2015 | Best Reinsurer for Expertise and Market Knowledge; GWP > $2bn (Intelligent Insurer North America Awards) | |
| 2015 | Reinsurance Company of the Year (Reactions London Market Awards) | |
| 2015 | Ulrich Wallin "Reinsurance CEO of the Year" (Reactions London Market Awards) | |
| 2015 | Best Reinsurer in Colombia (Reactions) | |
| 2014 | Middle East Award: Best Reinsurer for Client Service (Intelligent Insurer) | |
| 2014 | Best Argentina Reinsurer (Reactions Latin America Awards) | |
| 2014 | Best Reinsurer in the rest of South America incl. Peru, Ecuador, Bolivia, Uruguay and Paraguay (Reactions Latin America Awards) | |
| 2014 | Hannover ReTakaful "Best International ReTakaful Operator of the Year, ReTakaful CEO of the Year: Mahomed Akoob (International Takaful Summit) | |
| 2013 | Ulrich Wallin "CEO of the Year" (Obermatt/Zurich) | |
| 2013 | Ulrich Wallin "Outstanding Contributor of the year - Risk" (Insurance Insider) | |
| 2012 | Reinsurance Company of the Year (Insurance Day | |
| 2012 | London Market Award: Reinsurance Company Team of the Year Casualty and Aviation (Reactions) | |