Who subscribes to the helpline service and why? The average age of our subscribers is 85. They include highly dependent people who want to stay in their own homes, elderly people who are still capable of fending for themselves, and younger people with disabilities. Being able to contact someone at any time of the day or night is reassuring for subscribers and their families. In the event of an emergency, such as an illness or a fall, an alarm button attached to a necklace sends out a call, and our teams can speak with the person until help arrives.
What does the platform bring to carers? Carers can call us as part of their own personal risk or health insurance policy. They beneit from advice on sources of support for their elderly relatives and possible inancial aid payable out of the special social funds managed by their beneit providers. We give frail people and their carers invaluable administrative support, laying out little known options available during the period prior to dependency, which range from help with home alterations, inancing home care, and researching temporary or permanent care facilities.
Banque Postale Prévoyance, eight out of ten people are concerned about the long-term care of the elderly.
sovereign debt portfolio since 2010 and to the corporate bond portfolio since 2012. in these cases, the selection process consists of excluding from the investment universe all companies and governments considered as representing a high esG risk. environmental screens are also applied to property and forestry assets. as of mid-2012, 80% of the assets managed by CnP Assurances were selected using ESG screens, versus 65% in 2011, a high proportion that sets the Group apart from most of its competitors.
Chosen to host the 2014 Football World Cup and the 2016 Olympics, and with a high-speed rail link planned between Sao Paulo and Rio de Janeiro, Brazil currently has a wealth of infrastructure projects representing several billion dollars worth of investment. With an asset portfolio of more than BRL 31 billion*, Caixa Seguros is one of Brazil’s largest institutional investors. The portfolio is invested for the most part in Brazilian government bonds, and Caixa Seguros also helps to inance major private sector projects, such as the construction of an electricity power station or a forest management project. In all, its investments play a decisive role in supporting Brazil’s economic development. **€1 = 2.70 Brazilian reals (average 2012 exchange rate).
Authorities Partnership Centre, which deals with companies, local authorities and employee benefits institutions, and the Financial Institutions Partnership
Banque Postale, the Caisses d’Epargne network and CNP Trésor, representing a total of 224 products and 15.3 million contracts as of end-2012, 1.4% more than in 2011. Its sizeable team of 800 employees, divided into five expert disciplines, is up to the task. Two dedicated client service centres, in Arcueil and
Given CNP Assurances’s multi-channel distribution model and the size of its policy portfolio, the above projects have been scheduled over several years.
With 4.6 million clients signed up for online services and 14.4 million pages viewed, our brazilian subsidiary Caixa Seguros is maintaining its multi-channel momentum. At bRL 56 million (or roughly €151 million) for the year, revenues are following suit, up 183% compared to 2011. Term creditor insurance for home loans and automotive loans, and auto insurance account for 86% of online sales. Speciic to Brazil, Capitalização investment certiicates with a lottery (random draw) feature were responsible for half of premium income generated through electronic sales channels.
Arcueil, Angers and Paris, and two externally managed call centres in
What is the call centres’ mission? Our primary mission is to be available. We have a call completion rate of 90%. We receive 1.5 million calls per year on average, half of which are from policyholders and half from advisors in our partner networks. Our job is to satisfy clients by providing an immediate response or a clear alternative solution. 95% of inquiries are handled immediately and the remaining 5% are processed within 48 hours by the administrative showcAsing cnP AssurAnces’s service quAlitY LaurenCe BandizioL, network skills alignment manager, and féLiCia derenonCourt, manager, rialto Call Centres, Policyholder services department units. Internal and external quality control teams work closely with us at the call centres to guarantee quality of service. We periodically conduct client satisfaction surveys – with 800 policyholders asked to participate each year –, record conversations and offer team manager coaching. In addition, we have developed a complementary online service that allows call centre agents to contact an expert to resolve speciic issues without delay.