Integrated report 2017 Contents 2 INTEGRATED REPORT 2017 1 Integrated Letter from the chairman and CEO 4 report 2017 2 5 MAPFRE Group 8 Corporate governance 50 2.1. Deployment 12 5.1. Governance system 51 2.2. Key financial figures 16 5.2. Ethics and Social Responsibility 58 2.3. Other historical data 20 5.3. Risk Management 71 3 6 Business model and strategy 22 Main assets 74 3.1. Business model 23 6.1. Financial capital 75 3.2. Strategy 26 6.2. Productive capital 83 3.3. Future outlook 28 6.3. Human capital 89 6.4. Intellectual capital 101 6.5. Social and relational capital 108 4 6.6. Natural capital 120 Business performance 30 4.1. General information 32 4.2. Information by Regional Area 35 7 4.3. Information by Business Unit 37 Supplementary information 124 7.1. Bases of preparation and presentation of the report 125 7.2. Materiality 126 7.3. GRI contents index 131 7.4. Notes 145 7.5. External verification report 165 3 1 Letter from the chairman and CEO [102-14] 4 INTEGRATED REPORT 2017 Dear Friends, profitability improvements are worthy excellent technical and underwriting of mention. management, as well as strict cost I am pleased to present the MAPFRE containment policies. Integrated Report for the second > The past year saw an exceptional consecutive year. We remain convinced convergence of natural disasters, of Revenues are increasing that business and sustainability cannot an intensity and frequency not seen in all geographic areas and be dealt with separately, so we are in decades. Despite the extraordinary offering you a unique insight containing nature of the events, it must be borne with all the main products. a comprehensive view of our business, in mind that these phenomena are Our solid position in all our strategy and challenges, along with inherent to the business of insurance: markets has once again been the most significant elements of our protecting clients against such risks. confirmed this year. commitment and action as regards sustainable development. > MAPFRE's capacity and solvency to respond to the needs of its clients Also included in this report is key non- have been proven, and attention should > The Solvency II results for 2017 are in financial information that meets the certainly be drawn to the effectiveness line with the 200 percent target, which requirements of current regulations. of the reinsurance protection in place contemplates a margin of 25 percentage to deal with these types of events, points, and confirms the strong capital 2017 was the second year in the three- which facilitated limiting the effect on position, as well as its low volatility. year period of our profitable growth results and shareholders' equity. We The Solvency II ratio was 189 percent in strategy, which is being implemented can therefore affirm that the sporadic September 2017, comprising a high- across the Group, and certain units impact of natural disasters does not quality capital structure, with 93 percent have already shown sustained growth alter our profitable growth strategy. of funds classified as TIER 1. MAPFRE is in premiums and a very significant comfortable with its capital structure, improvement in profitability: Although the reader has all the debt and solvency levels, which provide company's figures at their disposal, stability and financial flexibility for the > Especially noteworthy in Spain is the I would like to emphasize that revenues future. Automobile business, where premiums are increasing in all geographic areas rose 3.8 percent versus the market and with all the main products, and our Programs are being implemented to increase of 3.4 percent, while earnings solid position in all markets has once raise efficiency, boost automation and before taxes were up 42.8 percent. again been confirmed this year: reduce costs. The surpluses generated The Life business is also progressing from these measures are being exceptionally well, thanks to the > Revenues rose to almost 28 billion invested in digitalizing operations to bancassurance savings line. euros, of which 23.5 billion correspond achieve better results in the mid-term. to premium revenue. Earnings before > In other markets, the profitable taxes surpassed 1.5 billion euros and There is no doubt that a solvent growth strategy is producing net profit totaled 701 million euros. company with strong results such significantly better results (Peru, as these generates economic and Colombia, Turkey and Italy), and > The combined ratio stood at 98.1 social value in the countries where it particularly so in larger markets (Brazil, percent, including the effect of is present. This has also been made Mexico and the United States) where natural disasters, made possible by possible thanks to the relationships we Letter from the chairman and CEO 5 cultivate directly with our stakeholders providers, we also ask them to commit None of the above would be possible –clients, employees, shareholders, to our principles and values, especially without our 36,271 employees. We have providers, distributors and commercial as regards sustainability. Work is a diverse workforce with employees partners, among others– who help us continuing to certify providers so they from 81 different nationalities. Women to reach our objectives. can comply with the standards of good accounted for 56 percent of new governance, employment, protection of hires in 2017, and we employ people More than 29.5 million clients confide human rights and the environment that from right across the generational in MAPFRE because we offer a wide characterize our company. spectrum –veterans, baby boomers and range of products and services that generations X, Y and Z. MAPFRE is also cover their needs. Our innovation More than 29.5 million an inclusive company, with 2 percent of model facilitates us in constantly clients confide in MAPFRE our workforce being made up of people seeking out tailor-made insurance with disabilities. solutions, while always being conscious because we offer a wide of the social and environmental range of products and I can confirm that our workforce is challenges we face. services that cover their highly motivated and our people are needs. capable of leveraging their experience Moreover, the client now demands and talent in the search for new more communication channels with sustainable business opportunities, the company, with no loss in the quality designing products and services of service and information they need. We are signatories to the United and enhancing internal processes. That is why we are a multichannel Nations Global Compact; we work That is why we are committed to company. We are making headway in actively on the 2030 Agenda for professional development, as reflected digital business without relinquishing Sustainable Development, and form in our investment of more than 20.8 the traditional channels at our part of the United Nations Environment million euros in training. Offering disposal, especially our more than Program Finance Initiative (UNEP quality employment is of paramount 84,000 distributors and 12,800 direct FI). We adhere to the Principles for importance to MAPFRE – 96.7 percent and delegate offices, which allows us Sustainable Insurance (PSI) and the of our people are on permanent to be a player on the global stage, in Paris Pledge for Action, and in 2017 contracts, and more than 180 million terms of geographic presence and our we also signed up to the Principles for euros was spent on social benefits in commercial offering. Responsible Investment (PRI) of the 2017, enjoyed by one and all, regardless United Nations. of contract type. I am particularly The MAPFRE client trusts us, and proud to mention that 6,745 employees this trust is repaid in the form of the In 2017, we maintained our membership are members of our Corporate quality of service and the attention they of the FTSE4Good Index and were Volunteering program, carried out receive, which is possible thanks to the included for the second straight jointly with Fundación MAPFRE, which management and coordination of the year on the CDP (formerly Carbon carried out 1,263 activities in 2017 that more than 139,000 providers who work Disclosure Project) Climate A-list directly benefitted 93,672 people. with us. In addition to the technical initiative for our management and and financial criteria set down for our initiatives in tackling climate change. 6 INTEGRATED REPORT 2017 Allow me to leave my final remarks for The MAPFRE client our shareholders, and to simply say trusts us, and this trust that everything we do as regards the is repaid in the form of business, the good results and our the quality of service and commitment to sustainability, delivers a positive return for them. I am pleased the attention they receive, to report that the final dividend for the which is possible thanks 2017 financial year is 0.085 euros gross to the management and per share, bringing the total dividend coordination of the more charged against 2017 earnings to 0.145 than 139,000 providers who euros gross per share, representing a payout of 63.7 percent. work with us. I am convinced that the MAPFRE business model and the strategy focused on profitable growth, coupled with a high solvency level and low debt, guarantee healthy growth over the coming years. I would like to end by expressing, both personally and in the name of the Board, sincere gratitude and thanks to our clients, employees, shareholders, distributors and providers. MAPFRE is firmly committed to continuing to work to create value and contribute to economic and social development wherever we are present. Letter from the chairman and CEO 7 2 MAPFRE Group [102-1, 102-2, 102-3, 102-4, 102-5, 102-18] 8 INTEGRATED REPORT 2017 MAPFRE is a global company principally engaged in insurance and reinsurance activities in 45 countries around the world.