Let us be supportive, responsible and proactive.

The current pandemic has reminded us that values are the essential foundation of society.

“The Hill We Climb”

This was the title of the poem read by the young poet Amanda Gorman at the inauguration ceremony of the new President of the United States on 20 January 2021. This title perfectly reflects our state of mind as we look back over the 12 past troubled months. The COVID-19 pandemic is everywhere. It is disrupting not only our lives but also the Swiss health system.

The crisis we have been experiencing since March 2020 has affected us all considerably. It has affected our private lives, our working lives, our hobbies, our dreams. In 2020, everything was brought to a standstill.

The pandemic we have been going through for over a year has turned everything upside down. Fear and uncertainty have taken over. The consequences are only just beginning to be felt and will stay with us for many months, if not years. This health, economic and social crisis has shaken many of our certainties. And yet. Thanks to resilience, courage and our capacity to adapt and, sometimes at the cost of overwhelming sacrifices, the system has held strong. WE have stood firm.

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Change, innovate, evolve

Key figures 2020

Groupe Mutuel Holding SA

Amount refunded to policyholders, due to take place in 2022, depending on the status of financial reserves as at 31.12.2020. 101 million Swiss francs repaid in 2020.

Amount saved, in millions, through invoice verification. 574 million in 2019.

Collected premiums / Turnover (consolidated figures in CHF thousand) 5.42 billion in 2019.

Number of private customers as at 01.01 of the following year. 1 329 402 in 2019.

Number of Corporate customers as at 01.01 of the following year. 24,000 in 2019.

Annual earnings (consolidated figures in CHF million). 485 million in 2019.

Equity ratio in % of net insurance premiums. 49% in 2019.

Number of employees as at 31.12.

Number of agencies

Number of service centres

Percentage men/women 39% / 61% in 2019

0% / 0%

Corporate culture, the foundation of success

Groupe Mutuel is constantly reinventing itself and does not simply rest on past achievements. In this context, Groupe Mutuel redefined its strategic priorities in 2019. At the same time, the company conducted a review of its corporate culture and values. The “Culture and Values” project started in January 2020. The values of a company represent its DNA, its identity. Above all, they are solid foundations for enhancing employee cohesion and loyalty. This makes it possible to effectively support Groupe Mutuel's strategy and objectives, among which customer satisfaction is a priority. This is directly in line with Groupe Mutuel's aim to become a reference partner in terms of health and retirement benefits for both private and corporate clients.

"Values are the meaning you choose to give to your life.”
Jean-Paul Sartre

It is essential that company values are shared by both employees and management. This is why a hands-on approach was conducted.

120
Over 80 employees and 40 managers became “Culture and Values” ambassadors.

1100
All in all, over 1,100 employees participated in the value definition stage, also through a major survey.

To this "bottom up" approach was then added the "top down" vision of the Board and Executive Board. A debate on semantics took place as part of a hands-on approach and resulted in three values.

SUPPORT

We are a company in which support, cooperation, trust, respect and solidarity are anchored in the actions and considerations of each and everyone.

2020 was marked by the COVID-19 pandemic and its consequences on health, the economy and society. Many people face partial unemployment or have lost their jobs. Others have ceased business or suffer from isolation due to the measures imposed. In these difficult times, Groupe Mutuel has acted in line with its values: it has showed support and solidarity towards its employees, policyholders, people in difficulty, tenants of the Group’s commercial property and small and medium-sized businesses.

In addition, Fondation Groupe Mutuel, which was set up specifically to support health-related projects, upheld its social involvement in 2020.

RESPONSIBILITY

We act with integrity, transparency and fairness and fully assume our responsibilities towards our colleagues, customers and partners.

To assume our responsibilities and ensure customer satisfaction. Despite the COVID-19 pandemic and the extraordinary challenges faced by Groupe Mutuel, whether health or technology-related, logistical or organisational, our priority was to serve our insured persons. To support and serve our customers in the best possible way and to be useful as simply, quickly and efficiently as possible. Being responsible also means acting in a concrete way for the sake of our clients. This is precisely what Groupe Mutuel has done with the excess financial reserves that are reimbursed to policyholders. Indeed, reserves are significant, and this was highlighted by COVID-19, but there is no reason for them to be excessive. This is why Groupe Mutuel refunded 101 million Swiss francs in 2020 and will refund 50 million francs at the beginning of 2022. Beyond the political debate, we are acting responsibly.

PROACTIVITY

We are an agile company that shows initiative and anticipates the needs of colleagues, customers and the market.

Being proactive means laying down today the foundations for the future. Whether related to the distribution strategy, implementing a new branch agreement, creating new agencies or launching the "Nomad" project for working from home, Groupe Mutuel is anticipating and preparing the future every day. As the crisis has shown, the future will be increasingly digital and connected. In spring 2020, thanks to the digitisation of its processes, Groupe Mutuel was able to quickly transfer more than 90% of its employees to working from home, in less than 10 days. In this way, we ensured customer service while at the same time protecting our employees from the pandemic.