Sustainability Report 2021 02.5 Customer satisfaction 01 Introduction Transforming our business for customers Within this context, ACM was designed first for We have created 15 master products, which will Sales compliance We’ve listened to our customers and we know that Retail Property and Casualty lines and then reduce the number of products in most relevant Since 2011, Allianz has a global Sales Compliance 02 Measuring and they want us to sell simple products, use easy- extended to Health, Life, B2B2C, MidCorp, operating entities from more than 1200 in 2019 to Program in place, which describes standardized managing sustainability to-understand insurance language and provide Large Corporate and Reinsurance. It has been around 250 by 2024. processes and controls for communication, Sustainability in our business activities faster claims handling. They also want to be able continuously rolling out across Allianz operating We are scaling ACM via the Business Master monitoring, and review. 02.1 Sustainability in insurance to access their insurance details whenever and entities and, by end of 2021, was presented in more Platform (BMP). The BMP is a new global IT 02.2 Sustainability in however they choose. We have adapted our than 30 countries covering 95 percent of property solution for Allianz that digitalizes the business The program is managed by Group Compliance. proprietary investments business in response by simplifying and digitalizing and casualty retail gross written premium. requirements of ACM by integrating them with the In 2020, the Sales Compliance Framework 02.3 Sustainability in asset management our products, processes and platforms. As a result, A tangible example of how ACM is transforming IT Master Platform. It comprises a combination of was revised to reflect recent developments Sustainability in our organization our customers have a better understanding of our business is the new structure of our products. the scalable technological elements, systems and in regulatory standards and to condense its 02.4 Human resources what they are buying and greater access to advice We now focus on offering simple and intuitive services plus functionalities and configurations existing sales compliance requirements into 02.5 Customer satisfaction and support, while more efficient processes are products with a maximum of three variations defined by the ACM to better serve our customers, a new corporate rule, the Allianz Standard 02.6 Environmental management improving our customer service. and limited number of add-ons per product offer. intermediaries, partners and employees. for Sales Compliance. This Standard is now The Allianz Customer Model (ACM) is our end- Launched in Allianz Germany in January 2020, BMP also scales the ACM philosophy with one look the organization’s consolidated framework 03 Strengthening to-end global business model which puts the Privatschutz 2.0 was the first fully ACM-compliant and feel and one outstanding user experience for customer protection. It outlines rules and our foundation customer at the center of our business and product. After its introduction, Privatschutz 2.0 that gives our customer, agents and partners principles for compliant and ethical sales enables Allianz to be simple, digital and scalable. has generated 2–3 times more new business anywhere in the world the same experience and practices across the Allianz Group and specifies 04 Climate-related Simplifying and harmonizing our business globally compared to the previous product. It forms the satisfaction when easily interacting with Allianz. key principles to ensure appropriate fairness financial disclosure foundation for our global non-motor product. and transparency to customers, including in means transforming the whole value chain across For example, the claims tracker in BMP provides respect of the remuneration of distributors, 05 Our universal principles products, sales, claims and operations. This is full transparency to our customers throughout the and to address the sales compliance risks arising already providing real customer satisfaction. claims process. Customers can easily access the in its business segments. portal and navigate with just a few clicks to choose These responsible sales controls reflect Allianz’s the preferred settlement option and repair shop clear commitment to fairness and transparency Simplicity as a key driver when transforming our core and developing new models at scale. and receive confirmation of the repair appointment as formulated in Allianz’s Code of Conduct. The Allianz ACM facilitates the transformation in three main dimensions: with a rescheduling option. The BMP will be rolled This Code emphasizes that being fair and out for at least one retail line of business in five transparent with its customers about its products operating entities by the end of 2022. and services, including their limitations is the best guarantee to enjoy customers’ long-term trust. Simple Digital Scalable Trouble Fewer No Enhanced free Cost and Harmonized intuitive negative data processes revenue products and products surprises analytics without synergies processes legacy 50