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Enhancing customer experience

Our clients’ needs are central to all we do. We offer innovative solutions that meet the different needs of the societies in which we operate and products that are suitable, transparent and contribute to the wellbeing of our customers. We seek to add social value by making our products and services more accessible.

Putting the customer's interests first

A key component of our approach to customer centricity is our commitment to providing customers the right products for their needs, clearly explaining the potential risks and returns, and at a fair price.

Furthermore, our products must be appealing and easy to understand. We put a lot of effort into making our policies simple and clear.

To make it easy for customers to access our products and services, we use a multi-channel strategy that is constantly evolving.

We constantly engage with our customers to gain their feedback so we can improve our performance. To learn more about our customers’ satisfaction and loyalty, we use the Net Promoter Score (NPS). Across NN Group, we have gathered around 400,000 responses from customers and we are working to act on each of them.

Offering guidance and financial education

We invest in educating people about finance and raise their awareness through campaigns and tools that help our customers understand the advantages and risks associated with insurance products and services, so they can make more informed decisions.

Creating products and services that add social value

We create products that add social value by reaching out to more vulnerable groups in society or by creating products and services that address a specific issue. An example is ‘For You’, available in the Czech Republic and Spain. This is a community platform specially designed for women. More than financial support, it offers information about the prevention and treatment of breast and genital cancer. We offer a similar concept in Poland.