2.3 How we create value

As one of the leading insurance companies in Poland, we attach great importance to analysing how our operations impact key stakeholder groups. Since 2020, we have published detailed reports on our social and economic impact.

We know that the success of the organization depends on the different forms of capital we use. We treat them as storages of value, which become an important contribution to our business model.

We take steps to increase their value, also by planning investments in individual capital types.

Detailed information on our impacts are presented in Chapter 5. Identified impact areas. Below we provide key information on capital.

Stakeholder effects

The basis of our business is to offer high quality insurance and unit-linked products that provide security for our customers. A significant part of our portfolio consists of products sold in the individual customer segment.

We are developing a range of products and services in line with the idea of sustainable development in order to support environmental protection and adaptation to climate change even more effectively. We are taking steps to include ESG metrics in the risk and investment assessment process.

We invest funds in accordance with the prudent investor principle in secure deposits, in particular in Treasury debt instruments. We develop our portfolio structure to ensure high liquidity, while seeking to maximise the security and profitability of invested funds.

Daniel Remian. Photographer

Human and intellectual capital

[GRI 404-1]

The ERGO Hestia Group consists of almost 3 thousand employees, thanks to whom we have the ability to set trends on the Polish insurance market, build lasting relationships with our partners and offer products of the highest quality. Building an innovative organization is one of the key objectives of our Business Strategy entitled “The Power of Information and the Power of Community”. An important area of human and intellectual capital development is helping Hestians build unique competencies that can be used to streamline processes and develop our product offering. We are investing in Internet of Things (IoT) solutions, organising dedicated bootcamps for Hestians and developing training opportunities at the expert and management levels.

As one of the largest employers in the Polish insurance market, we are committed to the development of Hestians in a friendly environment. Our activities for employees are focused on three pillars: development, health and company life. Employees can take advantage of an extensive package of non-financial benefits, which also benefit their family members (such as e.g. a kindergarten or a day-camp for children).

At the same time, we ensure the development of the ERGO Hestia Group’s structures, cooperation between departments, opportunities to develop skills or programmes to change job profiles. All to enable Hestians to make the most of their skills, without restricting their career choices.

This translates into the development of solutions that we implement at the level of customer service and the creation of our product offering, providing solutions based on the latest technologies.

Operational and relational capital

We are constantly working to improve the quality of our products and services in order to maintain the Highest Standard of Protection. This is made possible by our commitment to maintaining good relationships with our business partners. It is them who communicate with customers directly through digital channels, as well as in person at Standard Points and Branded Points. As a result, we are able to offer products that are tailored to the current needs of our customers. We were the first insurer in Poland to sign the Declaration of Responsible Selling, confirming our commitment to the high standards that guide us in our daily work.

You can read the Declaration of Responsible Selling at https://odpowiedzialnasprzedaz.pl.

By nurturing relationships with our business partners, we build a positive image of and trust not only for the ERGO Hestia Group, but also for the insurance industry as a whole. We can achieve this by offering substantive support to agents and insurance advisors (Agent Network Certification Programme and ARGO programme) and through the incentive system (iPunkt application).

By closely monitoring the market, we are able to offer the most appropriate services and products with the Highest Standard of Protection. We are constantly modifying our offer to suit the real life and professional situation of our customers. Every year, our NPS indicator increases, indicating a continuous improvement in the level of service and relevance of the insurance products we offer.

Social capital

We define social capital in terms of our social engagement and cooperation with our surroundings, with particular emphasis on our relationship the local community and the residents of Sopot. We offer support mainly in the areas of our expertise, where our assistance is most effective. In our social activities we focus mainly on helping accident victims and people with disabilities (among others by creating jobs for them) and supporting the arts.

We have been running social programs for more than a decade, supporting the activities of entities established for this purpose in each of the following areas:

The Personal Injury Rehabilitation and Support Centre, which has been successfully supporting people after accidents and setting standards for their rehabilitation for more than 10 years.

The Integralia Foundation, which has been working for the professional and social activation of people with disabilities for 18 years.

The Hestia Artistic Journey Foundation, which has been supporting artists and promoting the arts for more than 20 years.

Grzegorz Janoszek. Photographer

We see our engagement as an ongoing process that will have a visible impact in both the short and long term.

In the area of assistance to accident victims, we are implementing modern rehabilitation standards and providing comprehensive assistance through Individual Rehabilitation and Support Plans. At the same time, we are investing in solutions that help patients, such as exoskeletons that can re-educate gait and strengthen muscle function.

We support people with disabilities on their way to professional self-fulfilment by creating jobs in the ERGO Hestia Group and by contributing to the creation of jobs in partner companies and institutions.

As a patron of the arts, we support artists starting from the talent discovery stage. We create for them a place where they are appreciated and can present their skills to a wider audience.

Among others, we sponsor the ERGO ARENA and the activities of the Sopot Sailing Club, where members of the local community can express themselves through sport and culture.

Environmental capital

We define the environmental capital that we use as all types of natural assets used to conduct business. The profile of our business and the services we provide allow us to minimise the consumption of resources. We also aim to transform our value chain in order to include customers and our cooperating agents, brokers, business partners or suppliers in the process of adapting to climate change. We offer customers a climate risk assessment service and select solutions to minimise their environmental impact; our offering includes insurance packages for low- or zero-carbon solutions (RES). We are the first insurer in Poland and the fourth non-life insurer in Europe to be registered as an EMAS-certified organisation. The electricity supplied to our headquarters in Sopot as well as three buildings in Gdańsk is 100% renewable, and only 3% of the electricity supplied to our sites across the country is not green energy.

We reduced our carbon footprint per employee by 10% versus the 2019 baseline in Scopes 1, 2 and 3 as measured by the Munich Re Group

We increased the proportion of hybrid cars in our fleet to 42%

We increased the number of video inspections in the claims handling process by 8%

Fivefold increase in the energy capacity of the photovoltaic farms insured by us

We are a member of the Climate Leadership (UNEP/GRID) and Climate Positive (UNGC) programmes.

1 070 trees planted to mark International Earth Day

Zarządzanie prywatnością

< Powrót

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2. Key information about the ERGO Hestia Group

[GRI 2-6]

CAPITALS

BENEFITS FOR THE ORGANIZATION

Financial capital

Stakeholder effects

Human and intellectual capital

[GRI 404-1]

Stakeholder effects

Operational and relational capital

Stakeholder effects

Social capital

Stakeholder effects

Environmental capital

Key data for 2022:

Stakeholder effects