Alex Bogman, Deputy general manager and commercial director of the Nationale-Nederlandenexplains the company’s business plan in the following lines. The attractiveness of talent in the insurance industry and Most recommended by their customers in the Life Risk branchThroughout 2022, at the Nationale-Nederlanden, they based their strategy on people, technology and data.
What is the value proposition of Nationale-Nederlanden?
At Nationale-Nederlanden we are committed to creating long-term value for all our stakeholders: customers, employees, insurance agents, collaborators, shareholders and society at large. Our corporate strategy is based on addressing and responding to everyone’s interests, savings and protection needs, so we set ourselves both financial and non-financial goals.
Our strategic foundations will help us achieve our goal of helping people get things done that matters most. To do this, we build lasting relationships with our customers and offer them the best protection solutions by leveraging our strong distribution channels, alliances and digital capabilities. But our commitment does not end there, instead we support the well-being of people and the planet and are actively involved in the communities in which we operate through a sound CSR strategy.
And with our people in mind, we foster an inclusive workplace with a clear focus on building and maintaining the skills necessary to successfully implement our strategy. Proof of this is that the Company has been awarded the Spain’s Best Employer seal for the eighth consecutive year. In addition, this year in the list of the best companies to work for in our country, it rose four places compared to 2021, from eleventh to seventh.
According to a report by consulting firm Stiga, Nationale-Nederlanden is the most recommended insurance company by its clients in the field of life risk, with NPS 23.2 percent higher than the average of other insurance companies evaluated in the study. . What do you think are the main aspects that led you to achieve this?
That’s it. The report puts us ahead of the competition with more than 8.1% satisfaction and 55.8% of customers who will continue their policy with us next year; this represents a difference of more than 14.9 points compared to the market of 40.9%.
Our three main features that make us different from other insurers are first, that customers feel appreciated, a feature that has improved compared to the previous year; secondly, our customers’ satisfaction with the attention they receive from our insurance agents; and finally, the purchasing process, which they value as agile and simple.
We are very pleased with the results achieved in the latest report, as they continue to show that, in line with the previous ones, our commitment to continue to provide the best service to our customers is paying off.
What makes Nationale-Nederlanden different from other companies in the industry in terms of its commercial business model today?
For its part, we are committed to a hybrid model that enjoys the benefits of both technology and personal treatment provided by our business network. We are clear that data and innovation help a lot in collecting and processing information to meet our customers’ needs. But our insurance agents are the different direction as they can make the best use of this data and therefore offer a personalized service that keeps us relevant to our customers. This is how we make a difference at Nationale-Nederlanden and how we will continue to be the benchmark in customer experience in the Spanish preservation market.
Is it possible to continue innovations in an industry such as insurance? Like?
In recent years, our industry has made an important qualitative leap in terms of innovation. The crisis caused by Covid-19 has left its mark on a before and after, and technology and digitalization have had a very positive impact on business continuity. However, digital transformation is not a closed chapter and the challenges we have to face in the industry are constant. In our case, we are the first 100% Agile insurer in years and we have led the digital transformation in the insurance world with all our processes 100% digital. We see technology as a key ally guiding all action, and we believe innovation will provide us with robustness, resilience and resilience in the future.
And in the case of Nationale-Nederlanden, how does the commercial network help innovation?
All the projects we are involved in have the aim of improving the experience of our customers and knowing their special needs based on the efficiency of data, information and technological developments. In parallel, we are working with our partners benefiting from synergies and alliances that lead to different solutions that respond to the needs of people and society as a whole. In this sense, artificial intelligence will enable us to create platforms that will help us customize our offerings according to the tastes and interests of our customers.
In the Commercial area of Nationale-Nederlanden, you entrust your success to the company’s three cross branches: people, technology and data. How would you describe the agency channel Nationale-Nederlanden?
Today, it’s our main distribution channel and our big bet. Thus, we became one of the first companies to have an agency network of more than 2,000 insurance agencies spread across the country in the 100% digital sector.
Because we want to continue to be relevant to our customers, we continue to work in this direction to grow it and gain efficiency, agility and speed. And for that, we effectively rely on these three levers for our success. In other words, we are committed to combining technology with personalized treatment provided by our best agency network in our country, in order to humanize relationships with our customers, add value and provide the best service, and make a difference in competition. . so we I am constantly looking for an insurance agent. to continue expanding throughout the national territory.
The lure of talent is one of the biggest challenges for companies in the insurance industry. How does Nationale-Nederlanden’s Career Plan for commercial agents differ from the competition?
As I said earlier, our business network is key to fulfilling the purpose we set ourselves to help people get things done most important. That’s why we offer all our insurance agents all the tools they need to reach the best version of themselves and develop a successful career that unleashes their full potential and talents.
I am convinced that we have the best commercial network in all of Spain, but we are not satisfied. We want to continue to grow both quantitatively and qualitatively in a highly productive way by leveraging digital capabilities and human interaction to always provide our customers with the best experience at the centre. And for that, we have Plan Talent, an attractive career plan that offers continuing and quality education approved by the University of Valencia, giving them the opportunity to grow professionally in the industry.
This is exactly why I think Plan Talent is considered one of the best career plans in the industry because we provide them with all the necessary tools to enrich their knowledge and specialize from day one, increase their commercial activities and consolidate their strength from the moment they join. It is none other than the person who makes it professional, one of the most valued aspects in our company.