Nationale-Nederlanden places people, technology and data at the heart of its strategy. Led by the deputy general manager and commercial director, the company emphasizes talent, trusted client recommendations in Life Risk, and a consistent focus on sustainable value across 2022 and beyond.
What does Nationale-Nederlanden offer as a value proposition?
The firm aims to create enduring value for all stakeholders: customers, employees, insurance agents, collaborators, shareholders and society at large. Its corporate strategy balances diverse interests and addresses savings and protection needs, while pursuing both financial and non financial goals.
The strategic foundations support a purpose: helping people accomplish what matters most. Relationships with customers are built to endure, offering robust protection through strong distribution channels, alliances and digital capabilities. The commitment extends beyond products and services to the well being of people and the planet, with active involvement in communities through a sound corporate social responsibility program.
With employees in focus, the company champions an inclusive workplace and a clear emphasis on building the skills needed to execute the strategy. The organization earned Spain’s Best Employer for the eighth year in a row and rose in the national rankings, moving from eleventh to seventh in the 2021 list.
A report by the consulting firm Stiga highlights Nationale-Nederlanden as the most recommended life risk insurer, with a net promoter score well above the industry average. What contributed to this leadership?
The report notes over 8 percent higher satisfaction and 55.8 percent of customers planning to renew next year, with a notable gap over the market at 40.9 percent. The three distinctive strengths cited are a growing sense of appreciation among customers, high satisfaction with the service from insurance agents, and a purchasing process that is seen as agile and simple.
The findings underscore a sustained commitment to excellent service and to strengthening customer relationships as a core driver of growth.
How does Nationale-Nederlanden differentiate itself in today’s commercial model?
The company operates a hybrid model that blends technology with the personal service of its agent network. Data and innovation play a vital role in gathering and analyzing information to meet customer needs. Insurance agents remain the key channel for turning data into personalized service that keeps customers engaged, positioning Nationale-Nederlanden as a leader in the Spanish savings and protection market for customer experience.
Is it possible to sustain innovations in an industry like insurance? If so, how?
The sector has advanced significantly in recent years. The Covid-19 crisis created a before and after moment, with technology and digitalization strengthening business continuity. Digital transformation is ongoing. The challenges persist, but the company has become one of the first fully agile insurers, driving a digital shift with wholly digital processes. Technology is seen as a central ally guiding every action, and innovation is expected to deliver robustness and resilience for the future.
And how does the commercial network drive innovation at Nationale-Nederlanden?
Every initiative aims to improve the customer experience and align with client needs through efficient data, information and technology. Collaboration with partners creates synergies that enable diverse solutions for people and society. Artificial intelligence is viewed as a tool to build platforms that tailor offerings to customer tastes and interests.
Within the Commercial area, the three cross cutting pillars are people, technology and data. How is Nationale-Nederlanden described in terms of its agency channel?
The agency network remains the primary distribution channel and a major strategic focus. The company was among the first to deploy a network of more than 2,000 agencies across the country in a fully digital framework.
To stay relevant, the firm continues to grow, seeking greater efficiency, agility and speed. The three levers of success are clear: blend technology with the human touch provided by a premier agency network to humanize relationships, add value and deliver superior service that stands apart from competition. The goal is to extend the agency footprint across the national territory and sustain growth.
The lure of talent remains a key challenge for insurance firms. How does Nationale-Nederlanden’s Career Plan for commercial agents differ?
The business network is central to fulfilling the purpose of helping people get things done. Agents receive all the tools needed to reach their best selves and to develop a rewarding career that unlocks their full potential and talents.
The company believes it has the strongest commercial network in Spain, yet there is always room to grow both quantitatively and qualitatively. Digital capabilities and human contact are combined to ensure the customer receives the best possible experience at the center. Plan Talent provides ongoing, high quality education approved by the University of Valencia, enabling professional growth in the industry.
Plan Talent is regarded as one of the top career programs in the sector because it furnishes the tools to expand knowledge, specialize from day one, increase commercial activity and establish a strong professional foundation from entry. The people who join form the core of the organization and remain a constant source of value.