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Customer relations
Our Customer Relationship Management (CRM) promotes an interactive exchange with our customers. Through a regular dialogue and in the context of events we initiate an exchange of knowledge on insurance topics and enable our customers to give feedback on our products and services in face-to-face discussions. We usually meet with our customers multiple times a year, not only on the occasion of the treaty renewals but also in connection with current developments and topical issues.
Customer relationships at our company are normally cultivated on the level of individual divisions. In life and health reinsurance – in contrast to property and casualty reinsurance – we have a direct local presence in most markets due to our decentralised approach and are thus able to engage in a quick and flexible exchange with our customers. In addition to business trips to visit individual clients, we also organise seminars – usually on specific topics – and education & training workshops in the markets where we operate so as to keep our customers informed about the latest issues and developments relating to life and health reinsurance as well as underwriting. In property and casualty reinsurance we cultivate our customer relationships both by direct means and through insurance brokers by making regular business trips or holding videoconferences. Furthermore, our employees attend trade fairs and expert conferences worldwide.
Customer dialogue
Unlike in the retail insurance sector, the reinsurance industry is not subject to statutory requirements to provide product or service information to its business clients. By way of an ongoing dialogue we nevertheless endeavour to pass on new information relating to the reinsurance industry to our clients. Going forward, we are also working to extend the dialogue on emerging risks.
In our Property & Casualty reinsurance business group a concept dubbed "Building Bridges" has been launched to cultivate closer customer relationships. In this context, every year since 2012 we have offered our international customers the multi-day seminar "Advanced Reinsurance Methods, Practices and Current Topics". Starting in 2016 we expanded our offering to include the topics "Credit, Surety and Political Risks".
The newsletter "ReCent Medical News", which has been published at regular intervals since 2014, exemplifies an established dialogue channel in life and health reinsurance. In addition, we have presented and explored a wide range of medical and socioeconomic topics on our website.
Further flyers on a broad spectrum of topics – ranging from automated underwriting to the latest information on topics such as the Zika virus – can be retrieved through our website's Media Centre in various languages (including Spanish, French, Polish, German, English and Chinese).
Our junior account managers on the life and health reinsurance side are offered a special training programme that goes above and beyond the delivery of purely technical and specialist expertise. The programme is designed to highlight to our employees ways in which customers can be offered the best possible services and value-adding reinsurance solutions according to their needs.
The annual expert conferences "Hannover Forum" organised by
We also motivate our customers to engage more intensively with sustainability issues in order to expand the availability of sustainable insurance solutions. With this in mind, we further stepped up our cooperation with primary insurers in the year under review and supported the development and delivery of sustainable insurance solutions through cooperative ventures. For a detailed description of our cooperation activities and products please see the section "Sustainable reinsurance solutions".