The Group is committed to managing client relations and to developing its products
in accordance with the guidelines as set out in the Ethical Code, that are the principles of fairness, honesty, impartiality, confidentiality,
transparency and cooperation.
Clients loyalty is one of the Group’s key objectives in terms of maintaining market competitiveness
and consolidating the business targets it has achieved. In this context, customer
satisfaction is of key importance and the Group’s ability to constantly respond
to its customers’ needs and expectations is essential for developing and maintaining
a suitable degree of loyalty for lasting relations.
In ordinary insurance and banking operations, compliance with shared commitments
and principles is achieved through:
simplified processes and consumer involvement in product innovation;
developing products that are in line with stakeholders’ interests and requirements;
providing product information that is immediate, directly accessible and comprehensible
to all stakeholders;
transparency in conducting all transactions;
continuous and timely training for the sales networks;
performance monitoring, the checking of results achieved and the planning of
service improvement measures.
In recent years, growing awareness of social and environmental issues has prompted various Group companies to develop social insurance products. Only some of these products are policies in their own right, more often they
represent optional cover that may be added as part of broader cover (for example
household cover, third party liability - TPL - cover, etc.).
