Zurich Contact us Jobs Search English Investor relations Economics & Markets Sustainability Careers Menu Zurich Insurance Group Annual Report 2020 Building a better way Performance view Download the full Annual Report 2020 Home Annual Report 2020 In 2020, we proved the solidity of our balance sheet, the agility of our people and the timeliness of our digital strategy: all of which helped us to quickly adapt to new ways of serving our customers and protecting our employees. Mario Greco Group Chief Executive Officer How we’re delivering on our aspiration We aim to be one of the most responsible and impactful businesses in the world. The following stories reflect how we are bringing our aspiration to life in different ways for the benefit of our stakeholders. Building a better way The future is digital - we've got it covered Protecting your future It's time to act for people and planet The future is digital - we've got it covered. Our lives are becoming increasingly digital – and so is insurance. We’re sharpening our focus on innovation in digital technology to reshape the way we interact with our customers and meet their evolving needs. Digital claims solutions provide non-stop support As countries enforced lockdowns, travel restrictions and social distancing measures, we rolled out new digital claims solutions to ensure our customers continue to receive support when they need it – virtually. Our innovative app in Spain allows our adjusters to perform live claims assessments through a customer’s smartphone camera. The entire assessment takes just 15–30 minutes, compared to 10–15 days in the past, resulting in a 25 percent increase in customer satisfaction scores. Previous Next Read more about our performance: Performance view Our global presence Introduction As one of the few genuinely global insurers, we have a balanced and diverse business. We have a strong position in North America and Europe as a provider of insurance to individuals, commercial operations and global corporate customers, with growing positions in Asia Pacific and Latin America. Note: Percentages may not total 100 due to rounding. 1 Farmers Group, Inc., a wholly owned subsidiary of the Group, provides certain non-claims services and ancillary services to the Farmers Exchanges as its attorney-in-fact and receives fees for its services. Zurich Insurance Group has no ownership interest in the Farmers Exchanges. 2 Based on business operating profit before net expenses of group functions and operations and non-core businesses for which regional allocation is not available. Intro EMEA NA LATAM APAC Financial highlights We continue to deliver strong sustainable performance. Business operating profit (BOP)1 USD 4.2 Net income attributable to shareholders (NIAS) USD 3.8 Proposed gross dividend per share2 CHF 20 Total amount of impact investments3 USD 5.8 1 Business operating profit (BOP) indicates the operational performance of the Group’s business units by eliminating the impact of financial market volatility and other nonoperational variables. 2 2020 is proposed dividend per share, subject to approval by shareholders at the Annual General Meeting. Gross dividend, subject to 35 percent Swiss withholding tax. 3 Impact investments in 2020 consisted of: green bonds (USD 3.8 billion), social and sustainability bonds (USD 904 million), investments committed to private equity funds (USD 189 million, thereof 64 percent drawn down) and impact infrastructure private debt (USD 904 million). Read more about our financial performance: Performance view Our performance enables us to deliver long-term benefits to all our stakeholders Through making the best use of resources, we work to benefit all our stakeholders: we protect customers against risk and provide financial security, we strive to give all employees opportunities to develop talent, deliver returns to investors, and make communities and society better able to address risks and adapt to change. How our stakeholders benefit: We create value for our customers by helping them understand and protect themselves from risk. We create value for our employees by aiming to give each the opportunity to work to their full potential. We create value for our investors by paying an attractive and sustainable dividend and maintaining a strong balance sheet. We create value for communities, society and the environment including by mitigating risk and sharing knowledge and expertise. Our business model works to deliver benefits for our stakeholders Our employees are helping our retail and commercial customers to understand and protect themselves from risk. The key resources we rely upon to deliver these benefits to our stakeholders: Financial Our investors provide the financial capital that sustains our business. Intellectual Our expertise, including in risk management and investment, contributes to our success. Human Our approximately 55,000 employees include some of the most talented people in the insurance industry. Social and relationship We maintain strong social ties and relationships with customers, intermediaries, regulators, policymakers and others. Natural In our daily business we use natural resources as part of doing business. We conserve them and use them wisely. Read more about our performance: Performance view Downloads Full Annual Report (16.5 MB/PDF) Group overview (9.2 MB/PDF) Governance (4.7 MB/PDF) Risk review (556 KB/PDF) Non-financial statements (incl. GRI index) (511 KB/PDF) Financial review (1.7 MB/PDF) Related links More information for investors and stakeholders More information on our approach to sustainability More information on our products and services Access our results and reports Interested in a career at Zurich? Disclaimer and cautionary statement Certain statements in the document are forward-looking statements. Read the full disclaimer and cautionary statement. By accepting you represent that you have read and understood the full disclaimer and cautionary statement. Accept Decline Was this page useful? Rate it below. Useful links Contact Jobs Search Navigation News and media About us Products and Services Industry knowledge Investor relations Economics & Markets Sustainability Careers Follow us Twitter LinkedIn Facebook Instagram YouTube Privacy Terms of Use Cookies © Zurich X Privacy and Cookies Cookies help us improve your website experience. By using our website, you agree to our use of cookies. Read our privacy policy Confirm