VIG companies serve more than 35 million customers in 30 countries. The Group relies on a decentralised management approach and local entrepreneurship to satisfy this large diversity of needs and expectations. A centre of competence for customer experience, established in 2023, focuses on aspects such as creating additional benefits for customers and measuring their satisfaction in a standardised manner. Additionally, the VIG insurance companies want to help to close existing protection gaps, particularly with regard to customers. As part of this, they are concentrating on products that target personal resilience and are evaluating product ranges for under-served or socially disadvantaged customers.
Satisfied customers
Compentence centre for satisfied customers
In 2023, VIG established a centre of competence for customer experience in Warsaw, which supports the entire Group in creating additional benefits for customers. Specifically, the centre of competence will define uniform parameters and tools for all companies to measure and improve satisfaction. It will also come up with solutions for improving customer retention. A first step was to develop a joint framework to define the focus areas and methods for measuring satisfaction as well as determining the key points of contact with customers, analysing the latest tools for obtaining feedback, and gathering examples of best practices how to increase customer loyalty. One of the main tasks of the customer experience competence centre is to establish a “voice of the customer” community with representatives from every VIG insurance company. The aim is a twofold exchange of knowledge. Firstly, fostering mutual learning and secondly, co-developing tools and activities for customers.
Digitisation with the customer in focus
The digital transformation is at the top of VIG'S agenda
With its new strategy Evolve 28, VIG is continuing its consistent focus on customer orientation and sustainable value creation. The continuous strengthening and further development of customer relationships remains a key objective and is closely linked to the Group's digital transformation. The VIG insurance companies continue to implement their digital transformation on the basis of individual plans adapted to local conditions. VIG Holding uses centralised resources to assist with this process, such as the Digital Hub, Digital Base and VIG Xelerate.
The Digital Hub collates experiences from within the group, performs additional research, in the area of InsurTechs for example and makes this knowledge available to all the companies. The digital hub also provides information on start-ups and connects the companies with each other in order to build a Group-wide digitalization and innovation community. Cooperations, such as those with Digital Impact Labs Leipzig, Plug and Play and Venpace, also take place through the Hub.
The Digital Base is a web platform that the companies can use to exchange.
The internal Group innovation competition VIG Xelerate is another measure implemented by VIG Holding to promote the digital transformation. It offers financial support for promising digitalisation projects proposed by the companies, while also strengthening a culture of openness and innovation.
Protection of sensitive data
Strict rules and clearly defined processes for data protection and security
VIG implements many measures to protect sensitive customer and employee data. A data protection coordinator at VIG Holding has managed all such projects since 2019. The data protection officers at the individual companies are responsible for implementing specific measures. They also analyse new projects from a data protection point of view and train employees. The data protection management system includes technical and organizational measures, as well as measures to raise the awareness of risks.
The data protection experts in the Group share information extensively. Meetings are held by video conference approximately every three weeks. They either discuss a pre-arranged topic, such as a recent decision by the European Court of Justice, or deal with a variety of topics in an “open meeting”. This can take place in private with the coordinator or together with other responsible persons.
Our sustainability programme
Six spheres of impact of sustainability
The VIG Sustainability Programme is divided into six spheres of impact in which the Group-wide sustainability efforts have been aggregated
