THE WORLD OF MAPFRE | THIRD QUARTER | #105—2019

LEARN ABOUT THE Culture and talent, NEW PERFORMANCE the strength of our business EVALUATION MAPFRE WEEK: FROM HEALTH TO DIVERSITY

WE DISCUSS EQUALITY OF OPPORTUNITY THE WORLD BE SUSTAINABLE OF MAPFRE IN YOUR DAILY LIFE #105 PRESENTATION

Committed and prepared

Commitment is the common thread running through this issue of our OBJECTIVE magazine The World of MAPFRE. Commitment, because one of the three mainstays contributing to our transformation process is Culture and Talent, 2019 our featured pillar and perhaps the one that best boosts our alignment with the MAPFRE values. Commitment also with society, as evidenced by —2021 MAPFRE’s staunch dedication to socially responsible investment – with the launch of the first mutual fund designed to invest in companies that “WE HOPE TO ACHIEVE promote the inclusion of people with disabilities – and to the Sustainable A CULTURE AND TALENT Development Goals, for which we adopt the point of view of the individual, INDEX OF 75%, analyzing what each of us can do in our daily lives, from the perspective of IMPROVING ON the different roles we fulfill in society. THE CURRENT 63%” Antonio Huertas, Moreover, we tell you how MAPFRE is transforming its evaluation model: Annual General Meeting 2019 you can now be the protagonist of your own career, able to construct your own pathway and achieve your goals with greater autonomy, playing an active role and, of course, fully committed to other projects.

We are also progressing in terms of diversity, with the Conversations for Leadership, a space for debate on the role of women in matters that are highly relevant to society. And of course, with the MAPFRE Week, this year dedicated also to this question. After just five editions, it has already consolidated itself as one of the most popular initiatives among our employees.

You are the Leading Actors. On this occasion, COMMITMENT, BECAUSE ONE OF THE Automobile processors and underwriters tell us how THREE MAINSTAYS CONTRIBUTING TO OUR they fulfill a shared mission: to achieve the maximum TRANSFORMATION PROCESS IS CULTURE satisfaction of our clients. We are also launching AND TALENT, PERHAPS THE PILLAR a new section which will feature the employees THAT BEST BOOSTS OUR ALIGNMENT WITH themselves. We begin this issue with the publication THE MAPFRE VALUES. of the best articles by members of the Agile and Architecture communities participating in the Arquiagile Challenges.

And, finally, we cannot possibly fail to mention the role of our social networks. Sharing contents on the Group, as well as on his personal interests, has led to our chairman being ranked among the top four most relevant IBEX 35 executives, in terms of social media activity.

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STAFF

Chairman of the Editorial Board Ignacio Baeza Director Javier Fernández González Collaborators on this issue were Daniel Badía, Fernando Cano, Antonio Crespo, Pablo Fuentes, Isabel Garbisu, Raúl González, Joaquín Hernández, María Jesús Pérez, Sara Torres, Miquel Vadell. Edition Violeta Mateo Román Published by MAPFRE Corporate Communication Design and Layout Moonbook Distributed by Editorial MAPFRE, s.a. Ctra. Pozuelo, 52 28222 Majadahonda, Madrid Tel: 91 581 53 59 [email protected] Printed by Gráficas Monterreina 18 Legal Deposit M.1.017-1993 06 MAPFRE TOPICS ISSN 1132-9068 COVER STORY Conversations for RATE OUR ARTICLES AT Leadership, a debate on the www.elmundodemapfre.com/revista105 Learn more about the Culture WE LOOK FORWARD TO YOUR role of women in relevant COMMENTS AT OUR DIGITAL EDITION and Talent strategic pillar , matters which boosts your commitment to the MAPFRE values 12 MAPFRE PEOPLE New performance evaluation; 22 you can now be the protagonist of your own development LEADING ACTORS We present six colleagues who are automobile underwriters and processors, two professional profiles key to our business

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50 STAKEHOLDERS Social media, yet another tool in the business world

28 42 CURRENT TOPICS INSURANCE The MAPFRE GLOBAL RISKS International CULTURE Conference now in its 16th We explain how to gain edition swift, free access to all the information placed at your 54 disposal in the MAPFRE 32 Documentation Center KEEPING WELL MAPFRE Week, its evolution KEY ISSUES in recent years and its Sustainability, the only way to 46 commitment to diversity. And live together on this planet with a new gender-specific health limited resources CHALLENGES topic New section with the best articles from the ARQUIAGILE Challenges, 38 an initiative from the Agile and Architecture Communities 62 SUSTAINABILITY MAPFRE’s commitment FOUNDATION to socially responsible Exhibitions for an art-filled investment fall. Find out how and where to enjoy them

FURTHER INFORMATION IN OUR DIGITAL EDITION

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VISIT OUR DIGITAL EDITION

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Culture and Talent DRIVING TRANSFORMATION: COMMITTED, PREPARED, PACESETTERS

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TEXT PABLO FUENTES | ILLUSTRATIONS MAPFRE

Enhance commitment to the MAPFRE values, boost training in technical, sales and digital skills, and remain the benchmark in sustainability, innovation, social commitment and trust are the objectives of this strategic pillar.

Behind the ambitious In addition, MAPFRE wants transformation process ONE OF THE THREE MAJOR the people in the company to be MAPFRE is promoting in PILLARS THAT CONTRIBUTE the protagonists of their own order to take advantage of the TO OUR TRANSFORMATION, development, to take advantage opportunities of the digital age WITHIN THE FRAMEWORK OF of opportunities and gain THE MAPFRE STRATEGIC PLAN and anticipate the future, are the best experience possible. FOR 2019-2021, IS CULTURE our people. Because everything That is why it is committed to AND TALENT, WHOSE SPONSOR we do to consolidate our IS ELENA SANZ, MAPFRE’S continuous training, internal Group’s leadership vocation PEOPLE AND ORGANIZATION promotion and mobility. would not be possible without GENERAL MANAGER In this context, over the period the effort and commitment of 2019-2021 the Culture and the team of professionals who Talent pillar will focus on: make up this team. • COMMITTED to our culture and values, which For this reason, one of the three major pillars make us unique. We are going to boost the that contribute to our transformation, within commitment of all to MAPFRE’s values. the context of the MAPFRE Strategic Plan for 2019-2021, is Culture and Talent, whose • PREPARED to take on new challenges, thanks to sponsor is Elena Sanz, MAPFRE’s People and more sales and technical training, as well as Organization general manager. This strategic updating their digital and transformational pillar is our schema for continuing to evolve and skills. improve every day in order to adapt ourselves to • PACESETTERS in sustainability, social changes and overcome new challenges. commitment, innovation and trust. The talent and commitment of our people, To make these challenges a reality, the strategic together with the values that have always been pillar is going to move forward on three fronts, our trademark, make MAPFRE a different as we will see below. company. We form a diverse, innovative, supportive, flexible team.

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CULTURE AND

TALENT INDEX This indicator is made up of the following variables:

OBJECTIVE 2019-2021 “WE HOPE TO ACHIEVE CULTURE (50%) TALENT (50%) A CULTURE AND TALENT INDEX EMPLOYEE SATISFACTION INDEX MOBILITY number of people who have OF 75%, IMPROVING (ESI), a new indicator to gauge the changed their job, function, area or ON THE CURRENT 63%” satisfaction of employees by means business unit (functional mobility), Antonio Huertas, of an assessment of the following ten or have been transferred within the Annual General Meeting 2019 aspects: country or internationally. Mobility enables personal and professional • Knowledge of the objectives growth, as it permits getting to • Pride in the work performed know other businesses, projects and • Recognition of the work performed realities within the Group. • Contribution to the company • Reception of quality feedback DEVELOPMENT PLANS: percentage of • Opportunities for development employees assigned to these plans, • Collaboration which are a series of actions related • Work tools to training, mentoring, remuneration, • Looking after people mobility and recognition, designed • Pride in the social footprint. on an individual basis. They include career, development and talent plans, TURNOVER: the percentage of and training itineraries at the Contact employees leaving the company, on a Center. voluntary or involuntary basis. INTERNAL PROMOTION: percentage SENIORITY: the length of service of of positions of responsibility that are MAPFRE employees. covered internally.

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INDICATORS OF DIGITAL CAPABILITIES DIGITAL LITERACY: number of DIGITAL BEHAVIORS: degree employees who have knowledge of, of assimilation of the new The aim is to gauge the level of or have received training in, any of the behaviors, gauged by means of knowledge, skills, and digital and following digital areas: the performance evaluation. The transformational capabilities of Predictive models Blockchain new MAPFRE behaviors in the MAPFRE personnel.To this end, the Social media Cyber risk framework of the Digital Challenge following metrics are employed: NPS Cybersecurity are: Collaborative work Design thinking Privacy Collaborative economy • Collaborate Analytics Fintech • Innovate Big Data Genetics • Be Agile DCX Insurtech • Respect Innovation Artificial Intelligence Agile IoT (Internet of Things) • Communicate Mixed reality Venture capital 360º EVALUATION: NEW DIGITAL METHODOLOGIES: employees who score over 4 (out of employees who have knowledge of 5) in the 360º evaluation of the new the use of, or have received training digital behaviors. in, at least one of the following methodologies: • Agile • Design Thinking • Lean Startup

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POLICY AREAS FOR THE 2019-2020 MAPFRE SUSTAINABILITY PLAN

ENVIRONMENTAL SOCIAL GOVERNANCE Climate change Inclusion and talent United Nations 2030 Sustainable • Reduce the Carbon Footprint • Women and talent Development Agenda • Buildings under environmental • New work models and digital Ethical framework management transformation • People with disabilities Social footprint Circular economy • Employment program for people • Reduce waste generation Responsibility for product and with disabilities • Opportunities in the circular economy transparency • Corporate Volunteering Program • Financial/insurance education and accessibility of insurance • Supply chain (providers) Economics of aging

SUSTAINABILITY PLAN DIGITAL CHALLENGE 2019–2021 This is the strategic initiative of the Culture and Talent pillar. The objective is to manage the change required of our organization in order to It has three major objectives: adapt to the new digital requirements, bringing • Establish MAPFRE as a benchmark for transparency, to the work environment flexibility and agility, sustainability and trust. as well as tools that allow for collaborative work • We want clients, employees and society in general and knowledge sharing. to identify us as a company that is committed to sustainable development. In addition, we want to promote new behaviors, • And shareholders and investors to share our vision of the development of digital and strategic profiles, value creation in the medium and long term. and new forms of leadership.

To this end, work is ongoing in four areas: • Work environment • Collaborative work and knowledge management • Culture in a digital world • New forms of remuneration and recognition

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VISIT OUR DIGITAL EDITION NEW PERFORMANCE EVALUATION MAPFRE transforms its evaluation model

TEXT SARA ELENA TORRES HORTAL | IMAGES ISTOCK & CORPORATE HR AREA

Currently, we companies are moving in an environment in which changes are occurring at breakneck speed. The term VUCA (acronym for “Volatility, Uncertainty, Complexity, Ambiguity”) was coined to describe such environments in which both businesses and those of us who form part of them must prove capable of adapting and preparing ourselves to remain competitive and productive.

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THE NEW MODEL OFFERS YOU A TOOL WHEREBY With Digital Challenge, puts them at the center of the YOU CAN BE ULTIMATELY MAPFRE is working hard to action because: RESPONSIBLE FOR YOUR OWN manage the changes we must • It gets them more involved PROFESSIONAL GROWTH all make in order to adapt to in their own development. the new digital requirements MAPFRE needs people who and transform ourselves are proactively committed as professionals. With this to the company, and the best in mind, it created the new reflection of this is for each performance evaluation model, one of us to be responsible for objectives and adopting the which has evolved from the our own development new MAPFRE behaviors: previous model to: Collaborate, Innovate, Be Agile, • This helps you to be inspiring Respect and Communicate (the • Support the achievement and a point of reference if you last two in the case of employees of objectives and impact are a team supervisor, and who manage teams). on productivity. How? By grow together with them defining and monitoring key This model is based on four This new model entails a phases: activities that contribute to change of culture and mindset, the achievement of objectives meshing perfectly with the 1. CONSTRUCT • Identify the potential of new times we live in, impacting 2. TALK 3. SHARE employees through an overall, equally on companies and the 4. ASSESS more objective assessment people who work in them. It is now up to you to ensure that • Promote continuous Let’s take a detailed look at this new model grows. conversation, focused on each of them: assessing efforts, recognizing Remember: YOU are the achievements and guiding the protagonist of your own work we do development 1. CONSTRUCT your own pathway to • Boost the adoption of the achieving your goals new MAPFRE behaviors – LEARN IN DETAIL Start by defining the Collaborate, Innovate and Be pathway that will allow you Agile – through continuous HOW THE NEW to achieve your goals. You feedback and 360º evaluation, PERFORMANCE will do so through activities, which allows for reflection on EVALUATION WORKS which are specific, precise successes and failures in order The aim of the performance actions that will help you to learn from them evaluation is to move toward a attain those objectives. • Viralize the new MAPFRE high performance culture from To establish them, you behaviors which both workers and the have to think in terms of The new Performance company benefit. achievements and results: Evaluation has been designed In this context, the new a milestone or a specific with a view to making performance evaluation task to achieve, a business employees the protagonists of MAPFRE has implemented indicator… their own development, as its is an agile, simple model that It is not a question of doing slogan indicates. To do so, it puts the focus on achieving things twice or using the

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YOU WILL HAVE SUFFICIENT AUTONOMY AND A HIGHLY activities as an agenda of your ACTIVE ROLE AS YOU NOW with you in a conversation to daily tasks. The criteria for CONSTRUCT YOUR OWN close the annual cycle of your defining an activity as good are PATHWAY TO ACHIEVING performance evaluation. that it must enable you to: YOUR GOALS • Monitor and gauge whether or not you are getting closer to HOW CAN THE NEW your objective PERFORMANCE • Gather the opinions of others EVALUATION The idea is for you to create BENEFIT YOU? between three and five new behaviors: Collaborate, You are ultimately activities for each objective and Innovate, Be Agile, Respect responsible for your monitor their development, and Communicate. development both by setting yourself a The first advantage is made timeline and by seeking 3. SHARE clear in the project slogan, feedback, as you will see in the and incorporate other which states that you are the second point “Talk”. And be points of view “Protagonist of your own flexible, i.e. if any activity does The 360º evaluation tool development”. The fact is not work, change it. consists of an employee self- that the new model has been evaluation and a request created to offer you a tool for you to be evaluated by whereby, through your effort 2. TALK your internal clients (those and commitment, you can be throughout the year colleagues who receive the ultimately responsible for your Once you have defined your result of your work), your own professional growth. activities, it is time to: peers (other colleagues with • Monitor their progress by whom you have also worked Greater autonomy and a asking those you are working over the year and who can more active role with for feedback, so as to give you their opinion), and The new model offers you learn how you are doing and your collaborators, if you have sufficient autonomy to act accordingly. In this way, people under your charge. construct your own process; for your colleagues can help you The 360º tool allows you example, with the introduction grow, while you help others in to reflect on your successes of the activities you take on the same fashion. and failures in order to learn a highly active role in the • Foster ongoing from them, as it offers you management of your objectives, communication with a very precise picture of as you now construct your own your supervisor. These your strengths and areas for pathway to achieving them. are moments of reflection improvement. For the first time, you are going throughout the year that must to determine which are to be be geared toward tracking the 4. ASSESS the key activities or the most fulfillment of the activities With all the information efficient for achieving your you are undertaking and gathered during the process, goals, or those which will help discussing the manner in your supervisor will make a you monitor whether or not which you are adopting the final assessment and share it your efforts are adequate. And,

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if not, you can change or modify The focus of this process is objectives plan, but which these activities. your development and it will prove to be critical issues or really make a difference to your This calls for an in-depth offer you multiple views of how commitment and work over that analysis so that you can plan you are doing. For example, year. In the new performance each of these activities and you will be able to discover evaluation you will be able to fulfill them in a correct, timely whether your peers are saying incorporate these and create manner. There is therefore that you innovate, whether other achievement activities for greater responsibility on your your internal clients are saying one of two reasons: shoulders, making this a more that you are being agile or not… challenging and rewarding This is a detailed, anonymous • Because I’m interested in process for you. – respecting confidentiality – reflecting them in the tool snapshot of each group, letting Another benefit is that you will • I want to receive impressions you see how people feel you are see whether you are getting of how I executed this task applying the new behaviors, to closer to your goals and, if which only you have access. Development through more not, you can then modify your viewpoints strategy. Commitment and With respect to the activities, In the case of the 360º involvement in other you will be able to ask for evaluation, you are going to projects feedback from those with help build your 360º process During the year you contribute whom you collaborate on by proposing the people you to the results of your area such activities regarding how feel should participate in the through other initiatives or you are performing. This is internal client and peer groups. projects not reflected in your essential because:

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• Help them to be able to do among all employees. But this better new evaluation model should That conversation, that be viewed as an organization- communication, must be wide process that has to be incorporated into our daily embraced by us all, regardless routine. This is a formula of our position, given that each that helps incorporate the and every one of us must be Digital Challenge behaviors fully committed to the success into our daily work; they are of the project. interrelated behaviors because, To sum up, with this process • You can start to incorporate if I communicate, I achieve we all win: employees and the other viewpoints into your collaboration, and thus I am company. performance evaluation and, innovating and being more in this way, the ratings of This new model will be agile… It is all about viralizing other people you are working implemented all over the those habits so that they are with are formally reflected in world in October. Therefore, ever-present in our work. a tool as from that date, you will be From the standpoint of those able to request feedback from • From the development in charge of other employees, employees in any country with standpoint, it is really positive what the new evaluation offers whom you are working. The that you can instantly receive them is a tool with which they next step will be to include opinions of how you are doing can manage their team in a some of its functionality in the your work. different manner from the way People App. We will tell you Greater involvement of the they were doing until now. more about this innovation supervisors Through one single tool later on. At any stage of the process your This model is fully All these changes are supervisor can participate, administered through ensuring MAPFRE does not propose or adjust activities, SuccessFactors, in a new lag behind; they drive the seek feedback from others module created specifically company forward, adapting that you have not asked, etc. to manage and monitor the its evaluation process to The supervisors will have a whole evaluation process. It can create a more communicative scorecard that lets them know be accessed directly through model that will facilitate its how each of the members of the applications available in development. We are counting their team is getting on, which the People area of the global on you to be the “Protagonist of of their activities remain intranet. your own development”! pending, when they last offered them feedback, how they are THE ROLE OF incorporating each of the behaviors… They will thus be PEOPLE AND able to: ORGANIZATION • Let their employees know The People and Organization when they are doing their job teams will encourage and boost very well the adoption of this model

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AND IN THE NEXT ISSUE...

This model is designed to ensure TOGETHER WE that knowledge flows freely ARE BUILDING throughout the organization. KNOWLEDGE IN Sharing knowledge and experiences, whether within MAPFRE MAPFRE or acquired, in the form of In the next issue of The World of good practices/use cases, lessons MAPFRE we will be looking at learned, studies/reports and links our New Knowledge Management to knowledge. And connecting to Model professionals exercising different functions in the various areas of In our daily work, all MAPFRE MAPFRE. employees generate a huge amount of knowledge that is The Global Intranet is the vehicle of incalculable value and we that will allow us to spread must make the very most of this knowledge and make it accessible resource. To that end, within to all employees. Therefore, an the Digital Challenge process, area called Eureka has been MAPFRE will be implementing its created within the intranet to Knowledge Management Model: a serve as a repository where all major advance that will enable us our employees can consult and/or to be more agile and efficient. contribute knowledge.

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A space for debate on EQUAL OPPORTUNITIES

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YOU CAN SEE THE FULL VIDEO ON THE GLOBAL INTRANET

TEXT PABLO FUENTES | PHOTOGRAPHS MAPFRE

Conversations for Leadership is one of the initiatives promoted by MAPFRE’s Women’s Leadership Network in order to discuss the role of women in such relevant areas as health, the third sector, the insurance industry or the public service.

Last March, coinciding with Those taking part underscored International Women’s IN MAPFRE EQUALITY the fact that it is not just Day, MAPFRE presented MAKES OUR COMPANY a question of justice, but its Women’s Leadership MORE COMPETITIVE. it is also necessary for the Network, whose mission is WE ARE STRIVING competitiveness of companies to promote initiatives that TO ACHIEVE EFFECTIVE and social development. help achieve effective gender GENDER EQUALITY. Hence the importance of the equality in the company. commitments made One of these initiatives is Conversations (e.g. 45 percent of the vacancies in positions of for Leadership, debate forums with the responsibility in MAPFRE will be covered by participation of prominent representatives from women by 2021), which are a good starting point the business, economic and social sectors. for demanding more. In its first edition, held in Madrid last September, They also stressed that diversity makes it Elena Sanz, our People and Organization general manager, Irene García, CEO of INSUREandGO easier to achieve better results and enriches the and ABRAXAS, and Leire Jiménez, CEO of companies; and that, at MAPFRE, success and MAPFRE ASISTENCIA, together with the professional development is based on people’s company’s Chairman and CEO, Antonio effort, talent and commitment, without gender Huertas, reflected on the keys to making criteria, these qualities being the ones that will progress in the field of equal opportunities. determine who the next company chairman is.

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ANTONIO HUERTAS ELENA SANZ “The public commitments are a starting point. “Any person in MAPFRE can progress until From there, we must demand more and provide they reach the position of chairman. What is opportunities to ensure those objectives are important is their know-how, what they have surpassed and simply form part of the natural achieved, that they believe in and stand by development of the company, with equal MAPFRE’s values, and that they have what it opportunities and the development of all the takes to be a leader, to lead people, something talent we possibly can.” I feel is the most important.”

CONVERSATIONS FOR LEADERSHIP IN DIGITAL MEDIA Various leading digital media in Spain, such as ABC, La Vanguardia, La Razón, El Economista, El Confidencial or El Español, among others, reported on the first edition of Conversations for Leadership, highlighting the reflections of the MAPFRE Chairman and CEO and three female senior executives of the company on achieving effective equality of opportunity. In general, the articles refer to MAPFRE’s commitment to advance toward equality of opportunity, focusing on the endeavor, talent and commitment of employees, without the need for gender labels.

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IRENE GARCÍA LEIRE JIMÉNEZ “All of us women in MAPFRE have the same “Diversity brings a lot to the group, as a whole. opportunities. I’ve reached the post of CEO Having different viewpoints, or a range of thanks to the work I believe I’ve done well in different experiences, in a management MAPFRE, and my commitment. I’ve always committee or in work teams is what enriches been given opportunities in keeping with the thought processes within a company.” work I’ve performed.”

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FOLLOW MAPFRE’S ACTIVITIES ON OUR SOCIAL NETWORKS

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AUTOMOBILE UNDERWRITERS AND PROCESSORS

TEXT MARÍA JESÚS PÉREZ FUENTES | PHOTOGRAPHS MAPFRE | ILLUSTRATION ISTOCK

César, Desirée, Diego, Karla, Erica and Josué correspond to two professional profiles which are key to our business, namely automobile underwriters and processors and share a mission: to achieve the maximum satisfaction of our clients.

César is head of Underwriting in the Automobile Unit at MAPFRE PERÚ. The underwriters are professionals who analyze the risk of an insurance company’s portfolio and ensure that it is profitable. “We safeguard the risk assumed by the company, and ensure the level of quality offered to our clients.” His objective is to achieve a technical equilibrium, whereby the clients’ needs are satisfied with attractive products, while the portfolio provides positive returns. With of risks by means of prior the company in respect of the introduction of distance automation or in operations the policies issued.” working, César can distribute pending approval,” explains Diego started out in MAPFRE his working hours between Desirée, from her position in Chile, although he has now his home, office, and visits to at the Territorial GM of been in Colombia for 11 years. brokers. Catalonia. “We are risk From there, he comments on “Our principal function is assessors, acting as auditors the multidisciplinary nature the analysis and selection to avoid fraud and risks for of his daily routine. “Every

THE WORLD OF MAPFRE#105 23 LEADING ACTORS SOME FUNCTIONS OF AN UNDERWRITER

• Satisfy underwriting needs day is full of challenges and repair and, finally, when it can according to the line of business responsibilities; I therefore be returned to the client.” in question, in order to guarantee have to be ready and willing the satisfaction of our clients and The service provided by the cost optimization for the to take on the full range of processors is fundamental company. activities related to my job.” for us to be perceived as a These activities include company that is 100 percent • Draw up the underwriting preparing quotes for both client oriented. As set out in policies and manual for the collective and individual the Strategic Plan for 2019- products in order to select the insurable risks for the company products, overseeing the 2021, in MAPFRE we strive selection and underwriting to place our clients at the • Support the sales area by process in that line, supporting center of everything we do, defining specific rates and the sales network when so as to continue being their conditions that contribute to they require training on the benchmark insurer. The growth in both individual and products, or analyzing and processors are responsible group policies within the interpreting the claims rate for advising, accompanying automobile line. figures, among others. and guiding our clients • Analyze the occurrence of through their most vulnerable Karla is a claims analyst/ accidents and written and moments, fostering their processor in the Dominican accrued premiums, so as to loyalty thanks to the excellent support the renewal process by Republic whose job is to service provided. They ensure determining profitability and provide clients with solutions that the claim is resolved business continuity, thus following an accident. with due guarantees and fostering customer loyalty. Processors are the ones controls, within the time limits responsible for dealing with • Reveal opportunities for the established for each process, the companies and individuals enhancement of processes, and always standing by our seeking their optimization and affected, and negotiating with clients the whole time, right up improved service provision. the insured and other parties in to the resolution of the claim • order to reach the ideal solution incident. Draft and prepare the quote slip for all concerned. in accordance with the policies Josué, an appraiser at and technical conditions. A normal day for Karla begins MAPFRE PUERTO RICO, is a with an examination of the clear example of this customer- • Review the conditions of business group policies in the automobile paperwork generated since centric approach. “Serving our line when participating in a the opening of the claim. “We customers is one of the greatest answer calls from clients tender, in order to ensure satisfactions. On arriving early compliance with the company’s requesting information on the at the office or starting the car underwriting policies. status of their case, as well to head off in the morning, as information on the claim I already know that it will be a in general. We also issue the productive day and that many orders to the repair shop and clients will receive the first- confirm parts availability class service we must provide. with the suppliers so as to The need to resolve situations coordinate with the shop when that crop up daily fills me the vehicle should come in for with great enthusiasm and

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CESAR OTOYA DEL ÁGUILA, DESIRÉE BARRACHINA ERICA BARTOLO, HEAD OF UNDERWRITING AT THE HIDALGO, AUTOMOBILE MOTOR CLAIMS HANDLER AUTOMOBILE UNIT. UNDERWRITER. AT MAPFRE MIDDLESEA. MAPFRE PERÚ. MAPFRE ESPAÑA 7 YEARS IN MAPFRE 21 YEARS IN THE COMPANY 18 YEARS IN MAPFRE “Due to the evolution of “We safeguard the risk assumed “Our principal function is the technology, customers by the company, and ensure the analysis and selection of risks by nowadays expect to receive level of quality offered to our means of prior automation or in a faster, more immediate clients.” operations pending approval.” service and they are also more demanding.”

JOSUÉ CORDERO PÉREZ, ADJUSTER/APPRAISER AT DIEGO ÁVILA MUÑOZ, VEHICLE KARLA MASSIEL MARIA MAPFRE PUERTO RICO. 3 YEARS UNDERWRITER. MOREL, CLAIMS ANALYST/ AND 5 MONTHS IN MAPFRE 2 YEARS IN MAPFRE CHILE PROCESSOR “The technology applied to our AND 11 IN MAPFRE COLOMBIA IN THE DOMINICAN REPUBLIC. 5 YEARS IN MAPFRE work is of great help when it “Every day is full of challenges comes to loss adjustment and and responsibilities; I therefore “I hope we continue educating claims processing. It is essential have to be ready and willing this market on insurance for us to be at the forefront of to take on the full range of matters, while being more these changes, since that will activities related to my job.” competitive and smashing old influence whether we can provide paradigms” an excellent service and continue on the road to greater profitability.”

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“IT IS ESSENTIAL FOR US TO BE AT THE FOREFRONT OF TECHNOLOGY, SINCE THAT energy. For me, our customers between the customer and the WILL INFLUENCE WHETHER WE and their satisfaction are insurer.” CAN PROVIDE AN EXCELLENT paramount,” he declares. SERVICE AND CONTINUE In order to achieve these In MAPFRE we are working on ON THE ROAD TO GREATER objectives, these professionals anticipating our clients’ needs PROFITABILITY” agree that it is vital to offer underwriters and processors and revising the Automobile Josué Cordero Pérez, line in the coming years. adjuster/appraiser at the technological tools and/or Achieving the maximum MAPFRE PUERTO RICO solutions that can make their degree of personalized service daily work more agile, as well is one of MAPFRE’s objectives. “THE MAIN CHALLENGES IN as facilitate their learning the This will enable us to ensure THE SECTOR ARE TO COME UP technical, sales, operational, our customers experience the WITH INNOVATIVE PRODUCTS, technological and financial best possible relationship with BE PROFITABLE, GROW YOUR aspects they require in order to the company, offering them an MARKET SHARE AND OFFER fulfill their function. innovative value proposition, VIRTUAL TOOLS TO FACILITATE Adapting to the future adapted to each profile. MATTERS FOR BOTH CLIENTS automobile sector is one of “Customers demand simplicity AND THE COMPANY” the hot topics in the industry. and immediacy, but, at the Diego Ávila Muñoz, vehicle Autonomous vehicles, ride same time, personalization underwriter at MAPFRE COLOMBIA sharing, connectivity, mobile of cover options, paying apps… Insurers are racing to solely for what is necessary,” adapt to the dizzying pace says Desirée, “and we must of evolution in the sector by therefore be proactive devising products and services through both the traditional that respond to these changes. network and using the new “The digital revolution will technologies.” have a big impact on the “Due to the evolution of automotive sector; thanks to technology, customers nowadays expect to receive a faster, more immediate service and they are also more demanding,” adds Erica from MAPFRE MIDDLESEA. “Currently, new technologies and our competitors in the insurance market, together with the evolution of technology, simplify – and will continue to simplify – everyday tasks for processors, thus allowing for straightforward, efficient communication

26 THE WORLD OF MAPFRE#105 LEADING ACTORS SOME FUNCTIONS OF A PROCESSOR

• Process personal injuries and material damages

• Deal with the entities and individuals affected by accidents, negotiate with the insured, other parties and the professionals who intervene in cases, striving to obtain the best possible result for all parties.

• Corroborate whatever is needed to clarify the matter. Conduct studies, validate reports of different kinds (police, judicial, administrative, etc.), deal with the other parties (who may be individuals, companies or public bodies), with other professionals involved in the claim (adjusters the new technologies, vehicle “At MAPFRE PUERTO RICO, and attorneys), with service underwriters will have more technology and its use have providers (travel assistance), etc. information when it comes to been a determining factor for assessing and analyzing risks, the success of this company,” • Perform the necessary checks to and setting new conditions declares Josué. “The establish how the accident for the new markets as they technology applied to our work happened, the absence of bad faith, due coverage under the emerge,” states César. is of great help when it comes policy and the party responsible. For this reason, our ability to loss adjustment and claims The company can thus to capture, store and analyze processing. It is essential for compensate the insured to the the data is fundamental, given us to be at the forefront of tune of the duly covered damages. that it will end up playing an these changes, since that will essential role in underwriting. influence whether we can “Through digitization and big provide an excellent service data,” explains Desirée, “we’ll and continue on the road to be able to assess and offer greater profitability.” personalized premiums thanks In conclusion, Karla, expresses to data from the connected car, her future desire for the in such a way that the insured Dominican Republic, “that we can have a premium in line with continue educating this market their particular circumstances. on insurance matters, while We are talking about variable being more competitive and premiums within a given smashing old paradigms.” period of time, according to the risk, and shared premiums for automobile sharing, for example.”

THE WORLD OF MAPFRE#105 27 CURRENT TOPICS

VISIT OUR DIGITAL Sharing experiences EDITION and knowledge of GLOBAL RISKS

TEXT JOAQUÍN HERNÁNDEZ | PHOTOS MAPFRE GLOBAL RISKS

Discovering how the large risk markets are evolving in both Latin America and in Spain, as well as the impact of reinsurance, or topics related to cybersecurity, the use of drones and the development of blockchain technology, for example, provided the perfect excuse for close to 500 risk managers – involved in a wide range of activities in 23 different countries – to come together for three days in Salamanca (Spain) in order to exchange their viewpoints, experiences and concerns. The forum chosen could be no other than the MAPFRE GLOBAL RISKS international conference, this year celebrating its twenty-sixth edition.

Bosco Francoy, CEO of MAPFRE GLOBAL RISKS, opened the event.

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During this now traditional “AT MAPFRE GLOBAL RISKS claims management. The trust MAPFRE GLOBAL RISKS WE BELIEVE THAT CLOSE of clients, adapting to the event, Salamanca became the TIES WITH OUR CLIENTS, particularities of each market international center of the OFFERING FLEXIBILITY WHEN and an excellent, top-quality insurance industry, bringing SEEKING SOLUTIONS, AND service are essential in a sector together professionals from TOTAL COMMITMENT ARE in which business ties are highly diverse markets to FUNDAMENTAL QUALITIES FOR established on a very long-term discuss the major challenges ESTABLISHING STABLE, LONG- basis. currently faced as regards the TERM RELATIONSHIPS” The CEO of MAPFRE GLOBAL protection of large risks (the Bosco Francoy RISKS, Bosco Francoy, aeronautical or energy sectors, charged with officially opening to name but two examples). the event, emphasized this These were analyzed from the very point during the conference, namely perspectives of all the leading players, with the that, regardless of the client’s size, insurance overriding emphasis being placed on the need “must transcend the merely transactional for constant innovation. Innovation is precisely relationship.” “At MAPFRE GLOBAL RISKS we one of the factors that Antonio Huertas, the believe that close ties with our clients, offering MAPFRE Chairman and CEO, stressed during flexibility when seeking solutions, and total the closing session. commitment are fundamental qualities for “We are an industry constantly reinventing itself establishing stable, long-term relationships. in order to deliver innovative solutions that cater We are partners and their fortune is ours. We to new market needs as they arise. Innovation is offer each other support in order to discover the a quintessential feature of insurance, especially new threats we are facing and thus seek joint in companies like MAPFRE. This is something solutions,” he stressed. we have fully assimilated in our company. The role of reinsurance in the management of Indeed, in our new strategic plan, whose slogan large global risks is extremely important and, is ‘We’re transforming for growth and improved as a result, this called for a panel discussion in profitability’, innovation helps us be a more agile, which MAPFRE RE, together with other top- more advanced, more efficient company, while flight reinsurers, outlined how this market is keeping the focus on the two main driving forces currently evolving. behind our activity: our clients and business profitability,” Antonio Huertas stressed. In the sessions devoted to insurance there was no shortage of illustrative examples from This MAPFRE GLOBAL RISKS International several speakers, who set forth the influence in Conference, held in high regard by industry our everyday lives of many aspects most people leaders, was divided into two panels, each are unaware of. A prime example is the way dealing with a different theme: insurance and the risk of accidents affecting electrical cables security. Regarding the former, discussions running along the seabed is managed, given that revolved around the evolution of such important they determine whether or not we can rely on a large risk markets for MAPFRE’s business as constant supply of electrical power. Something Brazil, LATAM North and South – focusing on so vital… and yet unknown to many. Mexico, Chile and Colombia – or Spain. The event included a round table specifically devoted While all these round tables were going on, in to the importance of the quality of service in another function room at the Hospedería Fonseca

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Antonio Huertas, MAPFRE Chairman and CEO, during the closing session. Francisco Marco, chairman of MAPFRE GLOBAL RISKS, presents the International Risk Management Excellence Award to Rafael Fau, Risk Management VP of RIU Hotels and Resorts. (on next page) Test during the Firefighting Defense Competition.

were also present at this forum, along with the challenges faced by risk managers in, for instance, the energy sector. Hearing first-hand the real problems faced by an insurer (or several co-insurers, given that they often share risks) in major infrastructure construction projects – some examples of major public works analyzed were the Lima metro in Peru or the Ruta del Cocoa highway in Colombia – enabled the insurers present to not only share they were debating the most “INNOVATION HELPS US BE A experiences, but also solutions. varied range of security issues. MORE AGILE, MORE ADVANCED, Some were habitual problems MORE EFFICIENT COMPANY, Award at the conference such as natural disasters, where WHILE KEEPING THE FOCUS This year, MAPFRE GLOBAL the experience of the Spanish ON THE TWO MAIN DRIVING RISKS created the International UME (Military Emergencies FORCES BEHIND OUR ACTIVITY: Risk Management Excellence Unit) sparked tremendous OUR CLIENTS AND BUSINESS Award to recognize the risk interest. They explained how PROFITABILITY. management and prevention they manage to provide a Antonio Huertas culture. This biennial award coordinated, effective, swift aims to become a benchmark response whenever the situation accolade within the large risks calls for their intervention. insurance industry. In this first edition, the Along with these issues, the participants also winning company for the period 2017-2019 was addressed other topical questions such as the RIU Hotels & Resorts (a company that started out development of the blockchain as a new security as a small family-run vacation business in 1953 paradigm. The use of innovative technologies and today boasts 93 hotels in 19 countries). The applied to enhance security – for example, jury highlighted the work, policies and culture drones in the mining sector and virtual reality – of RIU Hotels & Resorts as regards managing,

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preventing and protecting against risks. Francisco Marco, chairman of MAPFRE GLOBAL RISKS, and Bosco Francoy were chosen to present this award to the winner, announced at the end of the conference. On collecting the award, Rafael Fau, Risk Management VP at RIU, placed special emphasis on the total commitment of the whole company to risk management. THE AIM OF THE COMPETITION something companies must face IS TO DEMONSTRATE THE SKILL up to and know what to do in In fact, prevention was one OF THE TEAMS TRAINED FOR order to safeguard not just their of the overriding aspects FIRE PREVENTION DUTIES, AND clients’ information, but all of throughout the conference TO PROMOTE THE PREVENTION their business data. and it was plainly evident that CULTURE there exists growing awareness AMONG ENTERPRISES Firefighting defense of the importance of the role competition of the risk manager in major Within the context of this enterprises. “Although it calls conference, albeit a few weeks for considerable investment, prevention is beforehand, the now-traditional Firefighting always cost-effective. In MAPFRE GLOBAL Defense Competition was held. A total of 13 teams RISKS we place extraordinary value on the made up of both non-professional personnel culture of risk prevention and mitigation. and professional firefighters from different This work is greatly appreciated by those companies participated this year in a series policyholders who are well aware that effective of four tests replicating different firefighting prevention is fundamental for the long-term scenarios. The participants were timed by a jury viability of their business,” Bosco Francoy to see which team was able to extinguish the underscored. blaze in the shortest possible time. Two of them The emergence of new risks only highlights the involved using a hose, while the other two were need for prevention. A few years ago, an attack with extinguishers. on a company’s database or distribution system The aim of the competition is to demonstrate was quite unimaginable, something one thought the skill of the fire prevention teams set up could only happen in movies, or to companies and trained by the various client companies closely related to the security sector and handling of MAPFRE GLOBAL RISKS, and to promote highly sensitive information. Nowadays, we not the prevention culture among enterprises. In only know that this is not the case, but reality addition, these tests provide a meeting place has shown that any company is susceptible to for exchanging different points of view and a cyberattack. This situation, which is more strategies as regards firefighting issues. frequent than we would all like to admit, is

THE WORLD OF MAPFRE#105 31 KEY ISSUES Sustainability, much more than recycling

ENVIRONMENT SUSTAINABILITY = ECONOMY X EQUILIBRIUM X TIME SOCIETY

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TO LEARN MORE, READ OUR ARTICLE ON HOW TO BE ECO- FRIENDLY IN THE OFFICE https://www.elmundodemapfre.com/ revista103/2019/03/04/eres-eco-en- la-oficina/?lang=en

TEXT MIQUEL VADELL | PHOTOGRAPHS ISTOCK

You must have heard a lot of talk about sustainability lately. In the newspapers, on television and social media there are continuously news items on this subject, global warming, the melting of the polar ice caps, etc. We now witness natural disasters such as major storms, floods or raging fires so frequently that we are starting to consider them everyday occurrences, rather than extraordinary events. Even so, there is still some confusion about what sustainability actually is, as this term has traditionally been solely associated with environmental aspects, an association that is true, yet incomplete in equal measure.

Sustainability consists of two concepts and three of low-cost imported products; while generating aspects. Equilibrium and time are the concepts, while savings for consumers, it leads to the economic the environment, economy and society are the three decline of local producers. aspects, as depicted in the formula on the board. Neither of these examples, in isolation, can be It relies on a lasting equilibrium between taken as an example of unsustainability, given the three aspects (environmental, social and that both regulated logging and the purchase economic), given that, together, they form a gear of imported products are necessary to satisfy mechanism that cannot function properly if society’s needs. The key is that any model any of the parts does not mesh or is not greased needs to be as balanced as possible, generating correctly. These three gears are interdependent; economic, social and environmental well-being. they are intimately connected, with the result that one of them being oversized can easily prove As we can see, above all else, sustainability is a detrimental to the others. complex (though not complicated) matter. And despite this complexity, it is the only way for the seven A clear example of this interrelationship is the billion-plus inhabitants of this planet with limited felling of trees: it generates employment and resources to manage to live together in peace. economic wealth, but at the expense of biodiversity (environmental) loss. Another example, perhaps Only too aware of this panorama, 1945 saw the not so trite or obvious, is promoting the purchase founding of the United Nations (UN), the largest

THE WORLD OF MAPFRE#105 33 KEY ISSUES

international organization that exists. 70 years their responsibility, as we tend to believe later, in 2015, the UN launched the 17 Sustainable that actions at the individual level are of little Development Goals (SDGs) which lay out 169 use. Nothing could be further from the truth. targets to ensure all societies around the world At the individual level, we are the ones who can achieve sustainable development in these make up communities, families, companies, three aspects. The SDGs issue an appeal not only organizations, governments, etc. We are the to the public sector, but also to the private sector, nuclear unit and everything starts with our the academic sector and the third sector (non- actions. profit organizations), for them to collaborate and Our contribution consists in sowing the seed work together to achieve these 17 goals. that, along with all the others, can really make The SDGs set the deadline for the year 2030, just a difference. All working together to achieve fifteen years to achieve goals such as literacy the same goal, setting aside the differences that for all human beings, a global reduction of separate us and focusing on what really matters: unemployment, corruption and bribery in all a future for us all. its forms, etc. These goals are indeed ambitious, but also achievable, depending on the will of Each individual fulfills several different those involved; but above all, they are absolutely functions in their daily lives through which they necessary. can act: as a family member (son, sister, mother), as an employee, employer, friend, neighbor, And what can I do? customer, etc.; and in each of these roles we can carry out actions that foster the sustainable In this complex panorama calling for the development of our society. intervention of governments, businesses, institutions, etc., it seems that the promotion There now follow some examples of attitudes and of sustainable development is exclusively habits that you can adopt in your daily routine:

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In society, in our role as VOLUNTEERING As consumers, paying for a family member, friend, Collaborating and engaging products and services is one neighbor, citizen, etc., our with the neediest social strata is of the most common actions actions will be designed to a perfect example of sustainable throughout our adult life; raise awareness and lead by behavior, given that, for a above all else, we have become example. Conveying notions is society to progress, all the social creatures of consumerism. just as important here as our classes must progress together. That is why consuming sustainable practices. There are numerous ways to responsibly is so important. collaborate at both the personal EDUCATING THE CHILDREN level and through the company LOCAL BUSINESS The new generations are the where we work. AND FAIR TRADE ones who, unfortunately, will Supporting local businesses suffer the consequences of by purchasing products and previous generations’ actions services from companies and yet, at the same time, with appropriate labor and they are our greatest hope environmental standards for change. That is why it is serves to strengthen the local essential to educate them in business fabric and promote sustainable values, such as the their products. We must dispel conscious use of resources, the myth that sustainable RECYCLING collaboration rather than consumption is always more This is certainly the most easily competition, altruism, etc. Any expensive; find those items you identifiable sustainability conduct by their educators will can afford and incorporate them issue. However, we should be replicated by children. into your shopping routine. not focus solely on garbage Special mention at this point separation; rather, taking a must go to food, one of the broader view, we should also greatest sources of pollutants. consider recycling garments, A diet based on fruit, vegetables furniture or other materials and legumes is more sustainable that may possibly have a than one based on animal second life after becoming protein. In addition, avoiding unusable for their intended food going to waste – something function (e.g. turning our old that can entail a major change clothes into cleaning rags). of habits – is a highly significant step too.

THE WORLD OF MAPFRE#105 35 KEY ISSUES

SECOND HAND NEED BOTH AT HOME Reusing articles is one of the As consumers, we must assess AND AT WORK best-known and most effective – pausing to reflect on the Bear in mind that most of the precepts of sustainability; question – whether what we good practices you adopt in promoting the acquisition of are going to acquire is really a the personal sphere are easily items to give them a second life necessity or whether, on the transferable to the professional avoids excessive consumption contrary, we could actually sphere, and vice versa! and reduces the amount of do without it or find a more waste we produce. sustainable alternative.

IF YOU SEE ANY IRRESPONSIBLE PRACTICE, TRANSPORT AND ENERGY As a professional, our work REPORT IT environment represents Another key sustainability We must not tolerate irrespon- almost a third of our daily lives. issue, given that they are the sible behavior in our company For that reason, what better two main sources of CO2 and we should monitor compli- place to adopt practices that emissions. Nowadays, it is ance with ethical, labor or envi- will result in more sustainable very easy to find distributors ronmental standards. that only sell electricity from development? renewable energy sources. As regards transport, it is worth GET INVOLVED IN INITIATIVES taking a look at our daily AND/OR PROMOTE THEM The vast majority of the actions routines to see if we could possibly replace more polluting in our private life are easily means of transport (private transferable to the context of car) with other less polluting our company. In MAPFRE, VOLUNTEERING alternatives: bus, bike, car a large number of initiatives Despite the fact that it has sharing, electric vehicles, etc. are always being undertaken. already been mentioned in a Find out about them, join in previous section, it is worth and promote them among your stressing that MAPFRE colleagues. To keep abreast of offers great volunteering these activities, be sure to visit opportunities, given the the corporate Intranet. company’s involvement in this area. If you have not already done so, visit https:// voluntariosfundacionmapfre. org to find out what activities in your country you could participate in.

36 THE WORLD OF MAPFRE#105 KEY ISSUES

MAPFRE volunteers help prepare and distribute food in a soup kitchen.

These examples are not the only things you can do – far from it. Seek information from reliable sources, adopt new sustainable routines and share them with those around you!

Overcome the resistance to change In short, any change you want to make will call for some effort on your part, not just because of media profiles and in its the change in routine, but also #YOMEODSEO communications, disseminating a because adopting sustainable On September 25, 2015, as part of range of informative material on the SDGs, paying special attention practices or behaviors may a new sustainable development to those most closely related to sometimes involve relinquishing agenda, various world leaders set themselves a series of goals the company’s activities. certain conveniences. So, what’s designed to ERADICATE POVERTY, in it for me? The answer is In the same way, it invited its PROTECT THE PLANET and stakeholders, particularly its future, you ensure a future. As GUARANTEE PROSPERITY. we mentioned at the beginning, employees, to _ODSEARSE_, inventing this new Spanish verb to sustainability has to do with a Fully involved from the very outset encourage people to share their lasting equilibrium. Abandoning in attaining these goals, MAPFRE joined in the celebrations of the personal commitment to the SDGs habits based on short-term fourth anniversary of this by posting photos and videos with comfort and focusing on the agreement in September. Among the hashtag #YOMEODSEO. long term, on the future, is the initiatives in which we what being sustainable means. participated is the #ODSÉATE And not just for the future campaign. Promoted by the UN generations, but also for High Commissioner for the 2030 yourself, given that, with the Agenda in Spain, this is a call to current life expectancy, in the action to amplify this message in long term we will still be here, favor of a sustainable future. wanting to be able to keep living Thus, MAPFRE adopted the in the best possible manner. campaign’s image in its social

REUSE FAIR TRADE RENEWABLE ENERGY SDG FUTURE RESPONSIBILITY CHANGE EDUCATION COLLABORATION INVOLVEMENT

THE WORLD OF MAPFRE#105 37 SUSTAINABILITY

VISIT OUR DIGITAL EDITION A firm commitment to investment that is socially RESPONSIBLE

TEXT DANIEL BADÍA | PHOTOGRAPHS MAPFRE, ISTOCK

In 1965, Bob Dylan wrote down on a piece of paper the lyrics of a song, Like a Rolling Stone, which to this day remains a central theme of his concerts. In June of that same year, that is to say, over 54 years ago, MAPFRE also wrote into its statutes what continues to be the central theme of its business and successive strategic plans: Corporate Social Responsibility (CSR), which has progressively evolved toward a more general concept, namely sustainability, which is the term currently used. “Sustainability is embedded in the company’s DNA,” declares Alberto Matellán, Chief Economist at MAPFRE Inversión.

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MAPFRE fully assumes the disabilities in companies is impact of its commercial a profitable proposition. In activity on its surroundings fact, back testing by the fund’s and on society. Its management team shows that, sustainability policy and over the past five years, the plan both facilitate the portfolio of companies selected integration into its business for promoting such inclusive of good governance, social policies would have been four and environmental aspects. times more profitable than the And it started applying this market as a whole. philosophy likewise in the The promotion of inclusion investment field. is a policy that MAPFRE As Matellán explains, the group itself actively pursues. The launched its commitment company has 902 employees to Socially Responsible with disabilities working in the Investment two years ago, Group, which represents 2.5 shortly after the arrival percent of the total workforce in the group of José Luis worldwide. The company is ALBERTO MATELLÁN, CHIEF Jiménez, general manager publicly committed to raising ECONOMIST AT MAPFRE of Investments. From that this figure so that people with INVESTMENT, ARRANGED moment on, a range of products disabilities will account for at THE LAUNCH, TOGETHER was launched that falls in line least three percent of the global WITH THE FRENCH ASSET with MAPFRE’s commitment workforce by 2021. to a sustainable value creation MANAGEMENT BOUTIQUE LA In addition to this product, model. FINANCIÈRE RESPONSABLE (LFR), OF MAPFRE INCLUSIÓN for the moment marketed In the same vein, together with RESPONSABLE, A MUTUAL exclusively in France, MAPFRE the French asset management FUND WHICH SEEKS TO has launched two further funds boutique Financière INVEST IN COMPANIES THAT that fulfill its environmental, Responsable (LFR), the PROMOTE THE INCLUSION OF social and governance (ESG) company has just announced PEOPLE WITH DISABILITIES criteria. In 2017 it launched the launch of MAPFRE the Good Governance Fund, a Inclusión Responsable, a mutual fund which combines mutual fund which seeks to investment value with good invest in companies that promote the inclusion corporate governance. This project was born of people with disabilities. This is the first asset out of the external collaborations MAPFRE of these characteristics launched anywhere in maintains with universities in order to conduct the world. As Matellán points out, right now research into the group’s investment strategy. this fund has just over 20 companies in its In particular, the University of Siena and the portfolio and individual conversations were Cranfield School of Management conducted held with each of them prior to selection. “The two studies which showed that investment idea is to have no more than 30,” he adds. in socially responsible companies with good The aim of the fund is to empirically corporate governance is more profitable in the demonstrate that the inclusion of people with long term.

THE WORLD OF MAPFRE#105 39 SUSTAINABILITY

IN ADDITION TO MANAGING THE SAVINGS TO ITS CLIENTS And in October last year, THROUGH MUTUAL AND wishes to progressively apply MAPFRE announced the PENSION FUNDS, THE GROUP it to the whole balance sheet. Capital Responsable mutual MAKES INVESTMENTS In addition to managing the fund. It invests in stocks AMOUNTING TO savings of its clients through and fixed-income securities mutual and pension funds, of European companies, 53,172 the Group makes investments MILLION EUROS, ACCORDING selected on the basis of their amounting to 53,172 million TO THE LATEST DATA ESG qualities, with a strategy euros, according to the latest AT THE CLOSE OF THE FIRST that puts the focus on capital data at the close of the first HALF OF 2019. preservation. half of 2019. 56 percent of the As Matellán explains, in order investment (29,992 million 56% OF THE INVESTMENT to select the securities which euros) corresponds to sovereign are to make up the portfolios debt, while 18 percent (9,370 29,992 million euros) is in corporate of the various funds, both an MILLION EUROS fixed-income securities, five a priori and an a posteriori CORRESPOND percent in equities (2,559 analysis are carried out. For the TO SOVEREIGN DEBT former, they are helped by the million euros) and three percent (1,465 million euros) team at LFR, in which MAPFRE WHILE 18% has held a 25 percent stake in mutual funds. Precisely, since 2017. “Our relationship 9,370 due to the weight of the fixed with our French partners MILLION EUROS ARE IN income portion, a methodology enables us to count on our CORPORATE FIXED INCOME is being incorporated within own source of information for the Asset Management (AM) area to make sure that these selecting securities, something 5% IN VARIABLE INCOME that sets us apart from our investments are likewise being other competitors,” MAPFRE’s 2,559 made according to socially chief economist adds. Once the MILLION EUROS responsible criteria. companies to be included in the portfolio have been selected, AND 3% Over to the balance sheet a regular monitoring of the But that commitment equity products is set in place, 1,465 by MAPFRE is not only which will lead to a report being MILLION EUROS manifested in the design of drafted and presented before IN MUTUAL FUNDS. products that meet these the Risk Committee. requirements. In May 2017, In short, this is active, dynamic the company joined the global management but, as Matellán network of signatories to the Principles for points out, this does not mean that there is a lot of Responsible Investment (PRI), an initiative portfolio turnover. “It’s active in the sense that it developed within the UN Global Compact, deviates from the indexes more than normal. There which aims to comprehend the impact isn’t much turnover because what we seek are that environmental, social and governance stable companies,” he explains. issues have on investments, and advise This socially responsible investment is not to be the signatories on how to integrate these limited to these investment products; MAPFRE matters into their decision-making processes.

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IN MAY 2017, THE COMPANY JOINED THE GLOBAL NETWORK MAPFRE has been a signatory OF SIGNATORIES TO THE against climate change. The to the UN Global Compact PRINCIPLES FOR RESPONSIBLE group has just approved the since 2004 and, as an insurance INVESTMENT (PRI), AN INITIATIVE 2019-2021 Sustainability Plan company, is also signed up DEVELOPED WITHIN THE UN where, among other actions, to the sustainable insurance GLOBAL COMPACT, WHICH AIMS the company will cease principles promoted by the TO COMPREHEND THE IMPACT investing in power companies United Nations. THAT ENVIRONMENTAL, SOCIAL where over 30 percent of AND GOVERNANCE ISSUES HAVE More recently, in May of this their revenues stem from ON INVESTMENTS, AND ADVISE year, MAPFRE became a energy produced from coal. THE SIGNATORIES ON HOW TO partner of SpainSIF, a non- Moreover, it will not insure INTEGRATE THESE MATTERS profit organization that is the construction of new coal- INTO THEIR DECISION-MAKING a point of reference for all fired power generation plants, PROCESSES financial entities on questions or the development of new related to sustainable, mines seeking to exploit this responsible investment in mineral. Spain. Indeed, our company This commitment has closed the ISR 2019 Week, a received international series of events organized in recognition. For example, the different cities around Spain FTSE Russell Group has just with the aim of discussing announced that MAPFRE issues related to sustainable, is once again present this responsible investment and year in the FTSE4Good, an ESG criteria in investment index comprising companies decision-making. that stand out for their SpainSIF’s mission is, in fact, good practices in Corporate to promote the integration Social Responsibility of environmental, social and (CSR). The FTSE4Good is one of the most important good governance criteria in international barometers, investment policies through precisely for gauging the dialog with the different social performance of companies groups, thus contributing to sustainable development, as in the fields of sustainability well as to raise awareness and and CSR. And this is in foster changes in investment addition to our entry last processes within the year in the Dow Jones investment community, public Sustainability Index, which administrations, companies and citizens lists the 317 most sustainable companies, in general. according to economic, environmental and social criteria. Sustainability is, therefore, the Clear commitment prime constituent of our company’s DNA. MAPFRE is therefore a group committed to sustainable development and, in particular, the protection of individuals and the fight

THE WORLD OF MAPFRE#105 41 INSURANCE CULTURE

VIDEO IN OUR DIGITAL EDITION VALUABLE INFORMATION AT YOUR FINGERTIPS IN THE DOCUMENTATION CENTER

TEXT RAÚL GONZÁLEZ BENEYTO | IMAGES ISTOCK

“Raul, can you please get me the latest Home Insurance report published? Can you find me something about retirement in Chile? Can I download this article to read it?” These are just some of the questions received daily at the Fundación MAPFRE Documentation Center, all of which are resolved swiftly and precisely by the team of documentalists running the service.

42 THE WORLD OF MAPFRE#105 INSURANCE CULTURE

Specializing in Insurance, information needs by email THE DAILY ROUTINE FOR A Risk Management and Social to centrodocumentacion@ DOCUMENTALIST AT MAPFRE’S Protection, the Fundación fundacionmapfre.org or DOCUMENTATION CENTER MAPFRE Documentation via the contact form on the ENTAILS RESPONDING Center offers the general public website. SWIFTLY TO CONSULTATIONS, a consultation service which HANDLING THE MAILING LISTS, MAPFRE Group employees responds to queries within MANAGING THE ACQUISITION are at an advantage with a maximum of 48 hours. A OF NEW DOCUMENTS, respect to external users great many of these resources ORGANIZING THE MONTHLY accessing the Web Catalog, are freely available in digital NEWSLETTER AND, ABOVE namely that, by accessing form and accessible online. ALL, SERVING THE NEEDS OF it from the Global Intranet Furthermore, this enormous USERS, FREE OF CHARGE. https://intranet.mapfre.net/ documentation center offers emp/es-es/Paginas/HomeV2. users the chance to consult aspx (on the PEOPLE tab) all of Fundación MAPFRE’s and/or via the link http:// publications in situ. wmapfre.es.mapfre.net/ On a normal working day at documentacion they are the Documentation Center, able to directly access and located in Madrid, queries are download much of the digital received from users seeking content available in the specific documents, or the Documentation Center. documentalists working there Another plus for them with are asked to locate material respect to other users is that related to a certain subject; they can subscribe to be such requests are most often informed of the new additions received from professionals, regularly incorporated students and researchers into the database. If those working or interested in the registered via the above links insurance sector. Of course, access the Documentation many of them are MAPFRE Center website, they can sign employees seeking help to up in the “My Library” section gather information of value to to receive emails outlining the their work, not just in Spain, latest additions to the catalog. but in every country in which MAPFRE operates. Every day documentation is searched and analyzed, filtered and selected Our international scope means that the www. for subsequent incorporation into the catalog, fundacionmapfre.org/documentacion website where there are already over 150,000 references. is available in English, Spanish and Portuguese. The usual process involves cataloging recently A large part of the specialist documentation published reports, new books purchased, is available in these languages, given that sectoral rankings or articles from magazines to the original language version is always which the Documentation Center is subscribed. maintained. Users can convey their specific Title, author, abstract, and subjects are basic,

THE WORLD OF MAPFRE#105 43 INSURANCE CULTURE

MAPFRE GROUP EMPLOYEES CAN ACCESS THE CATALOG DIRECTLY essential data when it comes THROUGH THE GLOBAL INTRANET available at https:// to cataloging, given that they AND DOWNLOAD THE DIGITAL www.fundacionmapfre. facilitate the subsequent search CONTENT AVAILABLE IN THE org/fundacion/en/ process for users. DOCUMENTATION CENTER documentation-center/ bibliographies/. It is also possible to consult and make requests using the But it is also possible to Documentation Center mobile 100,900 subscribe to the mailing list. application “FM Library”, MAGAZINE ARTICLES Being on this list has the which is available via the links advantage of immediacy — as for Android or IOS on https:// soon as the report is received, www.fundacionmapfre.org/ 20,800 it is sent out. Employees BOOKS fundacion/es_es/apps/seguros. wishing to be included on jsp this list can send an email 8,000 to centrodocumentacion@ The monthly newsletter offers SAFETY LEGISLATIVE PROVISIONS fundacionmapfre.org updates with a selection of AT THE REGIONAL, NATIONAL AND the most relevant documents EUROPEAN LEVEL Another highly valued service added over the last month, is procurement management, the so-called “Documentation undertaken with the advice

Center’s Not-to-be-Missed”. 3,200 and collaboration of the INSURANCE AND FINANCIAL MAPFRE employees can also Documentation Center, RANKINGS collaborate by publishing in collaboration with the an article of interest within Corporate Procurement and the “Special Contributor” 1,800 Resources Area. section. To receive the INSURANCE LEGISLATIVE Monthly Newsletter, you PROVISIONS AT THE REGIONAL, Should users be unable to must sign up using the form NATIONAL AND EUROPEAN LEVEL locate a specific book or https://fundacionmapfre. magazine after consulting the web catalog, they may force.com/area/UC_Ver 675 forward their request to Formulario?form=novedades_ LINKS TO WEBSITES cdoc the Center. This enables all publication acquisitions to be Another highly popular 410 centralized in a single place, section, most useful for MAGAZINE SUMMARIES as well as fully rationalizing compiling information on a such acquisitions by avoiding particular topic, is that of the purchase duplications. recommended bibliography

44 THE WORLD OF MAPFRE#105 INSURANCE CULTURE

YOU’RE A DOCUMENTALIST? PRACTICAL SO, YOU MAKE INFORMATION DOCUMENTARIES?

Consult the Recommended Bibliography https://www.fundacionmapfre. org/fundacion/en/documentation- Accessible via the Global center/bibliographies/ Intranet https://intranet.mapfre.net/emp/ es-es/Paginas/HomeV2.aspx (on the PEOPLE tab) and/or via the link http://wmapfre.es.mapfre. The Documentation Center team will net/documentacion help you with your searches. From left to right, Laura García, Carmen Cejas, Paloma Gómez-Luengo and Raúl Subscribe to the Mailing List González by sending an email to centrodocumentacion@ The professionals working at the fundacionmapfre.org Documentation Center are used to hearing this kind of question when they mention their profession. Download the “FM Library” mobile application, available But no… they don’t make for Android or iOS, from documentaries. According to https://www.fundacionmapfre. the dictionary, rather than org/fundacion/en/our-apps/ being someone who makes insurance.jsp documentaries, a documentalist Make a prior appointment is a specialist in documentation to visit our Reading Room in science. person by sending an email to centrodocumentacion@ And documentation science fundacionmapfre.org is defined as the discipline concerned with the collection, The Fundación MAPFRE classification and retrieval of Documentation Center is located documents or information. Subscribe to the Monthly at Paseo de Recoletos 23, 28004 Newsletter using the form Madrid https://fundacionmapfre. force.com/area/UC_Ver_ Formulario?form=novedades_ cdoc

THE WORLD OF MAPFRE#105 45 CHALLENGES

THE COMMUNITIES ARE KEY not going to be an exception. IN #RETODIGITAL From the initiative, we believe TAKE THE in the benefits it offers, as For the team that develops the regards improved productivity ARQUIAGILE global intranet, communities are and efficiency in the workplace. a fundamental part of the digital Evolving and continuing to grow CHALLENGE transformation, as they facilitate is everyone’s responsibility. Last May the communities teamwork and knowledge – the virtual collaborative management. They make it Can we count on you? possible – as in the case of the If you want to know more about spaces for interacting with Agile community – to pose this, do not hesitate to visit the other people – of the Agile and questions to a whole range of ANE blog on the global intranet. Architecture methodologies experts, resolve doubts and kicked off a set of challenges in expand knowledge on a specific AN IDEAL TOOL ARQUIAGILE. subject. They offer participants Cristina Pérez Carretero, a greater agility, providing them member of the team What does this entail? They are with peripheral vision of, for implementing the Agile a series of tests (challenges), example, a project and its tasks, methodology, tells us that “the for which no previous as they centralize discussions community is helping us to share knowledge is required. The and documentation in a single and disseminate this methodology space, thus reducing the and its fundamental principles. idea is to pursue a goal to be excessive use of email. As for the challenges, tests and achieved, putting your agility However, not everything is gamification, they are proving to to the test in order to gain rosy… A change of behavior be ideal, useful, agile, dynamic further insight, share and boost has always involved some tools for propagating and sharing the knowledge we possess here effort, and communities were such knowledge.” in MAPFRE on topics related to Agile and Architecture. Both communities firmly believe they can manage to contribute enriching expertise and know-how. One of the challenges Team in charge of implementing consisted in writing an the Agile methodology. From left to original, unpublished article, right, Andrea García, Fernando Cano & Cristina Pérez. applicable to MAPFRE, on Agile methodology. Global Intranet team. From left to right, David Rubio, Mónica Solaun, Mercedes Domínguez & Pablo Gutiérrez. In the next few issues of our magazine The World of MAPFRE we will be sharing with you the best three articles. You can read the first, “To Be or Not to Be... Agile” by Antonio Crespo García, Coordinator of IT Technology Services – People, on pages 32 and 33. SEEK OUT THE ARCHITECTURE AND AGILE COMMUNITIES ON THE GLOBAL INTRANET!

46 THE WORLD OF MAPFRE#105 CHALLENGES

Fernando Cano, head of the technology team, presents us with the first winning article of the Agile Challenge: “Agile is not just a framework or process; in order to be agile, we must manage to be innovative and embrace change; we must understand it as a process that is distinct from the traditional approach, with continuous enhancements and greater discipline, fluid communication and constant improvement... In this first winning article of the Agile Challenge we will see several concepts, terminology, their relationship with digital transformation and the experience of applying them to your project. In short, it answers To be Agile or not to be Agile? Do you want to be Agile?” TO BE OR NOT TO BE... AGILE

TEXT ANTONIO CRESPO GARCÍA | PHOTOGRAPHS MAPFRE, ISTOCK

THE WORLD OF MAPFRE#105 47 CHALLENGES

THERE IS NOTHING MORE CERTAIN AND UNCHANGING THAN UNCERTAINTY AND The world in which we find by seventeen software CHANGE ourselves today is characterized professionals on the basis of by volatility, uncertainty, John F. Kennedy four key values, with the aim of complexity and ambiguity. Given simplifying communication and this scenario, organizations are accelerating the delivery of a constantly adapting in the face of product by granting priority to: this changing reality. • Individuals and interactions Most companies nowadays over processes and tools. find themselves immersed • Functional software in a transformation process over comprehensive that leads to them acquiring a documentation. capacity for adaptation, with • Collaboration with technology playing a leading clients over contractual role in the vast majority of relationships. cases. As a result, the hackneyed • Responding to changes over expression DIGITAL TRANSFORMATION fulfilling a plan. is splashed across the strategic Being agile is NOT necessarily plans and/or project portfolios AGILE IS A PHILOSOPHY THAT going to be swifter or cheaper. of any reputable company WAS CREATED WITH THE AIM OF Being agile IS going to generate worth its salt. SIMPLIFYING COMMUNICATION AND ACCELERATING THE value, generating it as soon as Within this transformation DELIVERY OF A PRODUCT possible, in a sustained manner, race, we witness the emergence placing your client at the center of behaviors that can lead to of your decisions. successfully achieving it. We BEING AGILE IS ABOUT Being agile is NOT only about need look no further than our EMBRACING THE PACE OF using SCRUM (software own organization, where the INNOVATION AND CHANGE, development), nor is using term be agile is defined as one of UNDERSTANDING IT AS PART SCRUM necessarily about the three behaviors it has been OF THE UNCERTAIN REALITY IN being agile. determined we, as employees, WHICH WE MOVE. must focus on. Being agile is NOT about drafting detailed planning at But… what exactly is BEING AGILE IS ABOUT A the start of a long-term project, “AGILE”? Is it an innovative CHANGE OF MENTALITY THAT when there will undoubtedly methodology that can solve all AFFECTS THE WAY EACH be many unknowns to resolve our problems? Without fear PERSON WORKS IN THE along the way. Being agile IS of contradiction, we can say ORGANIZATION about embracing the pace that it is not a methodology, of innovation and change, nor is it so innovative; nor, of understanding it as part of the course, can it resolve all the uncertain reality in which we organizational challenges move. that may exist. Nonetheless: Agile is a philosophy born Being agile is NOT about out of a manifesto developed following a new methodology,

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duly complying with all the understanding what kind ensure the gifts arrived from events, roles and artifacts of company you are, where heaven and they simply copied it describes. Being agile IS you are and, on the basis of a those rituals: they cleared the about living on a daily basis work framework, exploring way for landing strips, built with values such as respect, the possibilities of learning, a wooden control tower and commitment, focus, candor evolution and adaptability of the bamboo antennas, and stood or courage. This is a challenge company. on the runway mimicking the that, to say the least, is landing signals the Americans Should you wish to copy an demanding for any person, had waved when aircraft existing model, you risk falling employee and/or team wishing arrived. The surprise for them, into the so-called ‘cargo cult’, to experience it. as you can imagine, came when a ritual practice adopted by they confirmed that, although Being agile is NOT about naming the population of the small they had precisely modeled things differently, perhaps in South Pacific island nation of the practices of the Americans, another language because it Vanuatu in the 1940s, after they were unable to make any sounds better. Being agile IS the arrival of U.S. soldiers on ‘divine’ cargo fall from the sky. about a change of mentality their islands by air and sea. that affects the way each person The Marines established a base And for you, what does being works in the organization. This on the archipelago during the agile mean? Do you prefer to is because, if the focus was solely Second World War. To do so, do agile or be agile? Where do about replacing the traditional they recruited the natives as a we start? way of doing things with another labor force for the construction more agile way, this would of hangars, airstrips, roads, definitely lead to failure and, in bridges, etc. But what the addition, the greatest skeptics natives found most striking was would have identified the cause what Americans called ‘cargo’, of the failure: “Being agile does something they interpreted as not work”. Indeed, it would be the generosity of heaven and highly complicated for it to work their gods for returning to their well in any organization unless ancient rituals. Cargo referred it is clearly understood that it to all the supplies received in calls for a change of mentality boxes filled with clothes, tents, by one and all. The people weapons, tools, canned foods, involved are the ones who will medicines, Coca-Cola, etc. that determine whether or not it the planes brought in their huge is feasible, depending on the bellies. transformational process they As suddenly as they had arrived, are capable of undertaking. and without prior warning, the Being agile is NOT about Americans left and no more climbing on the trendy supplies arrived from heaven. bandwagon and copying the The natives believed there was Spotify methodology or any no problem; they had been other, just because others observing the Americans with use it. Being agile IS about their convocation rituals to

THE WORLD OF MAPFRE#105 49 STAKEHOLDERS

The leadership of the IBEX 35 executives translated into followers and likes

TEXT ISABEL GARBISU | IMAGES ISTOCK

VISIT OUR DIGITAL EDITION

50 THE WORLD OF MAPFRE#105 STAKEHOLDERS

It is undeniable that social media have become yet another tool in the business world. Proper use of these online channels can help put the brand across to a wide range of people or, simply, bring us closer to clients in a more personal fashion. This is the case of the MAPFRE Chairman and CEO, Antonio Huertas, who uses his Twitter account to personally share content related to both the Group and his own interests. This opportunity to communicate directly with the public is one of the reasons why he is now ranked among the top four most relevant IBEX 35 executives, in terms of social media activity.

THE WORLD OF MAPFRE#105 51 STAKEHOLDERS

“IT’S NOT ABOUT SOCIAL MEDIA, BUT RATHER PEOPLE” “SOCIAL MEDIA PROVIDE A 11,700 followers. A figure and innovation, in the hope that UNIQUE OPPORTUNITY TO which, nowadays, translates this conversation will assist the ENGAGE WITH OUR TARGET into influence in the digital development of individuals and AUDIENCE AND BE BETTER world. Antonio Huertas has the societies in which MAPFRE AWARE OF WHAT NEEDS TO BE this large number of followers IMPROVED. WE CANNOT SIMPLY is present. on his Twitter account where — SWITCH OFF WHEN WE RECEIVE according to the study Presence The report states that… NEGATIVE COMMENTS. WE MUST of IBEX 35 Companies in the 22.9 percent of Ibex 35 company TAKE NOTE AND DEAL WITH IT” Digital Environment conducted chairmen and 17.2 percent Antonio Huertas by the Estudio de Comunicación of their CEOs already have a agency in collaboration with Twitter account, according the Spanish daily El País — he is TOP 5 to the study Presence of Ibex firmly established as one of the 35 Companies in the Digital MOST INFLUENTIAL CEOS executives who most encourages Environment, conducted by IN THE WORLD (AT LEAST, discussion about his company, Estudio de Comunicación. In THE FIFTH IS A WOMAN) citing it on several occasions and this environment, the MAPFRE generating content. Chairman and CEO comes 1. BILL GATES fourth in the ranking of the Ibex At the presentation of the @BILLGATES (MICROSOFT) full report last July, the 35 company chairmen most MAPFRE Chairman and CEO 31,500,000 active on social media. had the opportunity to hold Ana Botín (Santander), a conversation with Miguel 2. RICHARD BRANSON José María Álvarez-Pallete Jiménez, editor of the business @RICHARDBRANSON (Telefónica), Jordi Sevilla newspaper Cinco Días and (VIRGIN GROUP) (Red Eléctrica Española) deputy economics editor at El and Antonio Huertas are País. During their encounter, 8,689,171 the leading chairmen in this Antonio Huertas once again ranking. stressed the importance of 3. ELON MUSK “These four profiles publish these communication channels @ELONMUSK (TESLA MOTORS) for conveying company values, and retweet information as well as the possibilities they 5,700,000 related to their companies, offer for engaging with the link to articles on the sector in which they operate and public. 4. JACK DORSEY draft their own content on Huertas views social media as a @JACK (TWITTER) the actions the company space for discussing issues that is undertaking,” the report really matter. For this reason, 3,900,000 points out. he has striven to encourage other influential leaders to 5. ARIANA HUFFINGTON Together with Banco Sabadell, participate in defending the @ARIANNAHUFF (HUFFINGTON Naturgy, Caixabank and Cellnex, world in which they believe. As POST MEDIA GROUP) MAPFRE also heads the list of he readily admits, he discusses companies with the greatest topics that interest him, such as 2,536,000 number of tweets or retweets sustainability, transformation with corporate content.

52 THE WORLD OF MAPFRE#105 STAKEHOLDERS

PRESENCE OF IBEX 35 COMPANIES BENEFITS ON SOCIAL MEDIA OF CORPORATE COMPARISON OF SOCIAL MEDIA USE SOCIAL MEDIA Between 2016 and 2019 (%) Source: Estudio de Comunicación and El País BOOSTS THE COMPANY’S 48.4 INTERNAL COMMUNICATION: INSTAGRAM 58.1 74.2 ALLOWS EVERYONE TO FACEBOOK 70.9 PARTICIPATE AT THE SAME 48.4 LEVEL. BLOGGER 51.6 83.9 ALLOWS THE WORKERS’ YOUTUBE 90.3 TALENT TO BE SHARED 80.6 TWITTER 80.6 AND INCREASES 96.8 EFFECTIVENESS: SHARING LINKEDIN 96.8 AND LISTENING TO 2016 2019 OPINIONS, ENABLES BETTER CHOICE OF IDEAS AND SOLUTIONS. INCREASES MOTIVATION: PEOPLE FEEL THEY ARE LISTENED TO AND APPRECIATED. ACHIEVES NUMBER OF CORPORATE CLOSER BOND WITH THE COMPANY: GREATER PUBLICATIONS ON TWITTER GREATER INVOLVEMENT, FEELING THAN OR EQUAL TO THE AVERAGE OF BELONGING, EVEN Between April 2 and May 16 WITH TEAMS THEY DO NOT Source: Estudio de Comunicación and El País KNOW. RETENTION OF TALENT: ACCIONA 453 THEY CAN EXHIBIT THEIR TALENT AND MANAGERS MEDIASET 413 WILL BE AWARE OF THEM. BANKINTER 346 CAIXABANK 254 MAPFRE’S BBVA 199 ONLINE AENA 171 PRESENCE ENDESA 165 @MAPFRE, 44,7K IBERDROLA 157 @MAPFRE, 16,2K TELEFÓNICA 147 @MAPFRE, 252,5K

THE WORLD OF MAPFRE#105 53 KEEPING WELL

TEXT MARÍA JESÚS PÉREZ FUENTES | IMAGES MAPFRE from health to diversity The MAPFRE Week, a project headed by the Corporate People and Organization Area, is a unique event to promote looking after health and well-being, a true reflection of our commitment and values. This year, for the first time, the initiative has incorporated diversity as one of its principal themes.

54 THE WORLD OF MAPFRE#105 KEEPING WELL

SENIOR MANAGEMENT’S COMMITMENT TO THE

VISIT OUR MAPFRE WEEK THESE LAST DIGITAL EDITION TO SEE THE FEW YEARS HAS PROVED MAPFRE WEEK VIDEOS ESSENTIAL FOR ENSURING THAT THE INITIATIVE IS NOW FIRMLY ESTABLISHED WITHIN THE ORGANIZATION AS A FAITHFUL REFLECTION OF OUR CORE VALUES

IN 2018, THE CREW OF THE MAPFRE BOAT IN THE VOLVO The MAPFRE Week was OCEAN RACE RECORDED A VIDEO has helped position us as a originally conceived as a special TO ENCOURAGE PARTICIPATION. benchmark company clearly project to promote healthy THIS YEAR, THE VIDEO fully committed to furthering lifestyles among employees FEATURED IGNACIO BAEZA, health and well-being. For this and their families, as well as to THE MAPFRE VICE CHAIRMAN very reason, MAPFRE received advance programs fostering the 2017 Health and Company well-being and the prevention Award presented by the of the most frequent diseases. specialist journal RRHH Digital, The initiative, which has since which recognized the MAPFRE become an annual event, takes Week as one of the best MAPFRE’s social commitment initiatives to promote healthy and values one step further and lifestyles among the employees encourages employees to feel of a company. part of a large company, boosting But reaching this point has not synergies between the various been easy. The organization of areas and uniting diverse teams. an event of these characteristics Last June marked the fourth entails a major effort to edition of the MAPFRE Week, coordinate the different teams organized globally from the all around the world, led by Human Resources Area. In the Corporate People and just five years, the event has Organization Area. established itself as one of the most popular initiatives among our employees and

THE WORLD OF MAPFRE#105 55 KEEPING WELL

UNDER THE SLOGAN, “LOVE YOURSELF! LIVE HEALTHY!”, THE NEW INITIATIVE 2015 saw a pilot run of at the company headquarters, SOUGHT TO ENCOURAGE the MAPFRE Week in with everyone enjoying a EMPLOYEES TO COME TOGETHER Majadahonda comprehensive program of AND PARTICIPATE IN INITIATIVES activities. The Corporate With the slogan, “Love yourself! WITH ONE SINGLE THEME: Volunteering initiative also had a Live... Healthy!” The new HEALTH PROMOTION initiative sought to encourage significant presence at this event. employees to come together and Following the success of that participate in initiatives with one 2019 SAW pilot run, in 2016 the MAPFRE single theme: health promotion. THE ORGANIZATION OF Week became an international event celebrated in 24 countries. Nutrition and relaxation 862 ACTIVITIES IN workshops, talks on first aid and Over 450 activities were organized that year, laying taking care of the elderly, Tai 31 COUNTRIES, WITH THE down a clear precedent for the chi and Zumba classes, physical PARTICIPATION OF and mental well-being sessions, following global editions. a healthy cooking masterclass… OF THE MAPFRE 84.7% Health, Well-being and were just some of the 60-plus WORKFORCE IN LOCAL Diversity activities organized during a ACTIVITIES AND pilot run that took place at the In 2019 the MAPFRE Week was head offices in Majadadonda 100% OF THE WORKFORCE filled with color to celebrate (Spain) in 2015. These WORLDWIDE IN GLOBAL the fact that, together with culminated with an open day ACTIVITIES health and well-being, diversity for employees and their families had been incorporated as a

CHRONOLOGY 2015 2016 OF THE MAPFRE LOCAL GLOBAL WEEK 1 24 OVER COUNTRY COUNTRIES 5 YEARS 65 453 ACTIVITIES ACTIVITIES +2,500 85.60% EMPLOYEES AND RELATIVES OF WORKFORCE INVOLVED INVOLVED

56 THE WORLD OF MAPFRE#105 KEEPING WELL

further theme of this initiative. the debut workshop on cultural a further opportunity to help Diversity and inclusion are diversity. Once it has been others. Around 1,300 donors strategic topics for MAPFRE offered in a sufficient number of donated over 600 liters of blood and, therefore, numerous countries, it will enable a global that will reach more than 4,000 awareness-raising activities map to be produced, reflecting beneficiaries. took place over the week to the different cultural traits Moreover, as well as the face- highlight functional, cultural, and customs present in the to-face activities, an extensive generational and gender work environment of MAPFRE daily information campaign was diversity. employees in each country. undertaken via the Intranet, In total, 862 activities took The second, the Healthy Selfie, providing all MAPFRE place in 31 countries, with in which employees posted employees worldwide with 84.7 percent of the MAPFRE their wholesome habits on information on health, well- workforce worldwide social media under the hashtag being and diversity issues. participating in local activities, #MAPFREHealthWeek. and 100 percent of the In addition, the final day of workforce engaging in global MAPFRE Week this year, June activities. 14, coincided with World Blood Moreover, as well as the local Donor Day. For this reason, activities organized in each our company organized the country, the corporate area MAPFRE 24-hour Donation organized four global activities global activity, which presented this year. The first of these was employees in 27 countries with

2017 2018 2019 GLOBAL GLOBAL GLOBAL 27 30 31 COUNTRIES COUNTRIES COUNTRIES 862 693 743 ACTIVITIES ACTIVITIES ACTIVITIES 84.7% OF WORKFORCE IN LOCAL 93.85% 87.87% ACTIVITIES OF WORKFORCE INVOLVED OF WORKFORCE INVOLVED 100% OF WORKFORCE IN GLOBAL ACTIVITIES

THE WORLD OF MAPFRE#105 57 ACTIVITIES MAPFRE WEEK 2019

UNITED KINGDOM 4

IRELAND 12 GERMANY 25

SPAIN 291 ITALY 14 UNITED STATES 85 PORTUGAL 11 MALTA 15

MEXICO 64 DOMINICAN REPUBLIC 17

GUATEMALA 20 PUERTO RICO 38 HONDURAS 17 EL SALVADOR 14 VENEZUELA 12 NICARAGUA 12 COSTA RICA 13

PANAMA 14 ECUADOR 6 PERU 32 BRAZIL 5

PARAGUAY 16 URUGUAY 24 ARGENTINA 7 CHILE 40

58 THE WORLD OF MAPFRE#105 GERMANY 25 CHINA 10 GREECE 7 TURKEY 22 MALTA 15

TAIWAN 4 PHILIPPINES 6

INDONESIA 5

THE WORLD OF MAPFRE#105 59 KEEPING WELL SOME ACTIVITIES BY COUNTRY

COSTA RICA, yoga, 2019 PUERTO RICO, Wholesome food stand, 2016

SPAIN, Tai chi, 2015

USA, sporting activities, 2017 VENEZUELA, cultural diversity workshop, 2019

URUGUAY, Family Day, 2019

PHILIPPINES, exercise in the office. 2017 VENEZUELA, relaxing drawing workshop, 2017

CHINA, healthy menu, 2019

MEXICO, children’s cooking workshop, 2017 PHILIPPINES, Zumba, 2016

CHILE, Dental Health, 2017 HEALTH WELL-BEING

DIVERSITY MALTA, Healthy Lunch, 2018 PANAMA, Volunteers, 2016

60 THE WORLD OF MAPFRE#105 KEEPING WELL (GENDER-SPECIFIC HEALTH)

CONTRACEPTION FEATURES IN THE CAMPAIGN ON GENDER-SPECIFIC HEALTH “Together, healthy” aims to inform and raise awareness about healthcare issues from a gender perspective, always taking into account the biological differences that exist between men and women. In recent weeks, our gender-specific health campaign has focused on male and female contraception. For each of the cases, the information explained in detail in the People area are the methods that exist for each sex. They must be adapted to suit each particular situation and the needs of the person who decides to use them. Choosing the right contraceptive is key to sexual health. Both items are available in the People area, in the section MAPFRE Looks After Me – Health and Well-being – Health Promotion – Gender-Specific Health and are in addition to those already published as part of the campaign “Together, healthy”: • Benign prostatic hyperplasia • Urinary infections in men and women • Cervical cancer Over the next few months we will continue offering you the remaining contents of this campaign, among others: andropause, menopause, breast and prostate cancer, and male and female psychology.

THE WORLD OF MAPFRE#105 61 YOUR FOUNDATION

Eamonn Doyle i (series) no. 36, 2013 © Eamonn Doyle, courtesy of Michael Hoppen Gallery, London

Eamonn Doyle Through 1/26/2020 Fundación MAPFRE Bárbara de Braganza Hall Bárbara de Braganza 13. 28004 Madrid

Your Foundation proposes an art-filled fall

TEXT THE WORLD OF MAPFRE EDITORIAL DEPT. PHOTOGRAPH FUNDACIÓN MAPFRE

Fundación MAPFRE will be offering one photography and two painting exhibitions in its EAMONN with his strategic use of exhibition halls in Madrid and cropping and framing, DOYLE transmit moments of Barcelona over the coming Through January 26, stillness and frenetic months. But not only in these 2020 the Barbara energy, solitude and Spanish cities is it possible de Braganza Hall in community. Madrid will be hosting The display also includes to enjoy the exhibits your the exhibition Eamonn the K series, his latest Foundation is putting on. This Doyle, which, for the work which is presented first time in Spain, is here for the first time. fall we are also heading to presenting the work of Large format color Amsterdam and The Hague. this Irish photographer. photographs depict Living in the center a number of spectral of the Irish capital, figures constantly Doyle photographed changing shape, which his surroundings from are placed against the unexpected angles, dramatic backdrops of offering an original the west coast of Ireland vision of the city and and Extremadura, where its inhabitants. His he was shooting at the series i, ON, and End., request of Fundación MORE INFORMATION AT WWW.FUNDACIONMAPFRE.ORG the “Dublin Trilogy”, MAPFRE.

62 THE WORLD OF MAPFRE#105 YOUR FOUNDATION

Giovanni Boldini BOLDINI AND SPANISH TOUCHING COLOR. Cléo de Mérode, 1901 Private Collection PAINTING IN THE LATE THE REVIVAL OF Giovanni Boldini 19TH CENTURY. PASTEL Nudo di giovane signora THE SPIRIT OF AN ERA [Naked Young Woman], 1890-1900 Also in Madrid, the Arkas Collection Recoletos Exhibition Hall in Madrid is Boldini and Spanish painting in the late 19th century. presenting this The Spirit of an Era exhibition dedicated to Through 1/12/2020 the prestigious Italian Fundación MAPFRE Recoletos Hall painter Giovanni Paseo de Recoletos 23 Boldini (Ferrara, 1842 28004 Madrid - Paris, 1931), in dialog with other Spanish artists who formed part of the Parisian circles of the Belle Époque. Boldini became one of At the Casa Garriga the most influential Nogués Hall in portraitists on the Barcelona, a review of international stage at international modernity the turn of the century. through the pastel Resident in Paris since technique, from October 1871, throughout his life 4 through January 5. he maintained a style The exhibition explores based on the intuition how this artistic medium of the moment, reasserted its distinctive capturing movement quality in the second half of the 19th century, when and a freshness that Edgar Degas challenged the artificial it played a prominent Chevaux de course dans un paysage [Racehorses in a poses of the past, role in the most daring artistic innovations. Landscape], 1894 all this reflected in Carmen Thyssen-Bornemisza rapid brushstrokes Among the pastel artists Collection, on deposit at the brought together here Thyssen-Bornemisza National and unusual gestures, Museum, Madrid without ever losing are Eugène Boudin, sight of the attention Mary Cassatt, Odilon Touching Color. The Revival to the figure and the Redon, Edgar Degas, of Pastel Pablo Picasso, Joan 10/4/2019—1/5/2020 subject’s expression. Fundación MAPFRE Miró and Hans Hartung, Casa Garriga Nogués Hall among others; their Diputació 250 international renown 08007 Barcelona raised the profile of colored chalk, affording a new status to a technique that became so widely popular throughout the 20th century.

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Continuing in the Richard Learoyd Netherlands, this Rachel, 2009 time at the Foam Courtesy of the artist and Fraenkel Gallery, Fotografiemuseum in San Francisco Amsterdam where, until Richard Learoyd December 4, we have After Ingres. 2011 the chance to discover Pier 24 Photography, San Paris, as reflected by Francisco the brilliant Hungarian Richard Learoyd photographer for whom 10/5/2019—1/5/2020 this city was his main Fotomuseum Den Haag source of inspiration. The Hague The way in which he depicted its streets and its inhabitants made RICHARD him famous, with some LEAROYD of his photos going on to become symbols of At Fotomuseum Den an era and the city. The Haag in The Hague, monuments, the most from October 5 through picturesque places and January 5, 2020, an everyday scenes are all exhibit offering an present in his oeuvre, overview of this British but the photographer artist’s oeuvre from did not forget the darker the last ten years. underworld. For Brassaï, Learoyd is one of gangsters, misfits, the most renowned prostitutes and drug contemporary addicts represented photographers that less cosmopolitan, nowadays. Richard yet more vibrant and Learoyd’s images authentic side of Paris. possess a unique BRASSAÏ captivating quality. Whether in color or Brassaï View Through the Pont Royal black and white, his toward the Pont Solferino, photographs are the c. 1933 result of an artisan © Brassaï Estate, Paris process using a camera Brassaï obscura of his own Through 12/4/2019 construction. Learoyd’s Foam Fotografiemuseum Amsterdam work is firmly rooted in the past, with multiple references to the history of painting, as regards both his themes and technique.

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FRANCISCO DE GOYA Y LUCIENTES. THE DISASTERS OF WAR Returning to Spain, this time to the Terrassa Cultural Center in (Barcelona), where you can visit this exhibit from November 21 through JUNYER AND February 9. Consisting SANDALINAS IN THE of 80 duly titled and numbered etchings in FUNDACIÓN MAPFRE which the Aragonese COLLECTIONS artist focused on the From October 11 viewpoint of the victims through December 13, she portrays the results BERENICE ABBOTT and their suffering, but 2019 the avant-garde of various phenomena PORTRAITS OF also on political criticism. drawings of the Catalan and experiments. MODERNITY artists Joan Junyer Francisco de Goya y Lucientes Also in Amsterdam, Comprising nearly two and Joan Sandalinas, hundred photographs by The Disasters of War, 1810-1815 through December Rightly or Wrongly which form part of our 5, the Huis Marseille the artist, this exhibition Fundación MAPFRE collections, are heading Collections museum presents is structured in three to Fundación MAPFRE Berenice Abbott. thematic sections. It GUANARTEME, in Las also contains eleven Francisco de Goya Palmas de Gran Canaria. Portraits of Modernity, y Lucientes. The Disasters photographs by Eugène a tour of the universe of War This exhibition reveals Atget printed by Abbott 11/21/2019 through 2/9/2020 of this exceptional scenes from everyday herself in the late 1950s. Terrassa Cultural Center American photographer (Barcelona) life, ordinary people, (Springfield, Ohio, Berenice Abbott Barceloneta fishermen, 1898 – Monson, Maine, West Street, 1932 telephone workers and 1991). Through her work, © Getty Images/Berenice Mallorcan peasants, Abbott Berenice Abbott opens a among other favorite door onto the early 20th Berenice Abbott Portraits topics of these two century, offering us a of Modernity painters. personal portrait of this Through 12/5/2019 effervescent period. Huis Marseille Museum Amsterdam Joan Junyer Guitarrista, 1933 Abbott’s oeuvre reflects Fundación MAPFRE her modern vision of an Collections era. Her bold, pioneering Junyer and Sandalinas perspective is reflected in the in her portraits of the Fundación MAPFRE most avant-garde artists Collections 10/11 through 10/13/2019 and intellectuals of the Fundación MAPFRE time, her breathtaking Guanarteme views of New York Las Palmas de Gran Canaria City and her scientific photographs, in which

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1934 and he grew up in PETER HUJAR. the countryside until AT THE SPEED OF LIFE his mother took him to At the Jeu de Paume Manhattan to live with Museum in Paris, from her, when he was eleven. October 15 through From that moment on, January 19, 2020, more his life and work were than 150 works by this intimately linked to somewhat reserved Downtown New York, artist define a career where he portrayed which is the reflection artists he knew and Fernando Maquieira, of an entire era, from respected, such as PORTRAITS Lisette Model, Robert the 1950s right up to Andy Warhol or Susan Frank, Fazal Sheikh, At the Andalusian his death in 1987. Peter Sontag, as well as other Paul Strand and Garry Center of Photography Hujar was born in anonymous characters Winogrand are the in Almeria, from Trenton, New Jersey in on the New York scene. September 13 through photographers chosen November 15, you will for this representation be able to enjoy some of 20th century portrait of the works from the photography.

Fundación MAPFRE Walker Evans photography collection, Faces, Pennsylvania Town, this time focusing on the 1936 Fundación MAPFRE complexity and richness Collections, of the portrait. © Walker Evans Archive, The Metropolitan Museum Robert Adams, Diane of Art, New York Arbus, Harry Callahan, Joan Colom, Dayanita Portraits Singh, Walker Evans, 9/13 through 11/15/2019 Andalusian Center of Lee Friedlander, Alberto Photography. Almeria García-Alix, Cristina García Rodero, Emmet Gowin, John Gutmann, Jitka Hanzlová, Graciela Iturbide, Richard Learoyd, Helen Levitt, Anna Malagrida, Peter Hujar Susan Sontag. 1975 © The Peter Hujar Archive, LLC. Courtesy Pace/ MacGill Gallery, New York, and Fraenkel Gallery, San Francisco

Peter Hujar. At the Speed of Life 10/15/2019 through 1/19/2020 Jeu de Paume Museum Paris

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