In 2016 we drove significant progress in MAPFRE's transformation. The good results secured in the last year, with profit growth of nearly 10 percent, were possible thanks to the launch of the 2016-2018 Strategic Plan, placing the focus on profitable growth and internal transformation during the three-year period, based on four pillars:
1. CLIENT ORIENTATION
Clients have always been the focal point of our efforts each and every day. Our goal in this three-year period is to generate profound insight into our clients, and to transform our processes and offering in order to address their current and future needs, as well as enhancing the client experience in all markets, and with all products.
2. DIGITAL TRANSFORMATION
The objective is to improve our capacity to interact with clients, with simpler procedures that empower clients to manage their own products. We will optimize tools in order to provide more services, enhance quality and generate greater value for clients.
3. EXCELLENCE IN TECHNICAL AND OPERATIONAL MANAGEMENT
MAPFRE is aiming to bolster those areas that have traditionally formed the basis of its insurance activities. To achieve this we will optimize each product, improving services to ensure that we are more competitive and deliver on performance and profitability targets.
4. CULTURE AND HUMAN TALENT
A culture of hard work, productivity and efficiency has always been a hallmark of MAPFRE. We will introduce new policies to nurture talent, leadership and teamwork, and to capitalize on the full potential of our personnel in strategic areas.