At Groupama, we work hard to provide fast, easy, digital, and human-centered service, and we believe our efforts pay off. Today, we are more than thrilled that our 2025 results for customer satisfaction and recommendation scores prove it!

Our external customer satisfaction survey for claims handling in Casco, Property Insurance, and Health Insurance ranks us at the highest level for both recommendation and satisfaction rates. And that's for another year in a row.

Our customers' feedback on our TOP-level service is clear and unequivocal:

✔️ 58 points overall Net Promoter Score (NPS) for Groupama's claims service across Casco, Property, and Health Insurance, compared to a market average of 45 points.

Among surveyed competitors, in 2025 Groupama stands out as the clear leader in satisfaction among Casco motor insurance users. Clients gave us the highest overall average satisfaction score (8.88), as well as a remarkably high NPS of 70, well above the market average (40). This shows that clients are not only delighted with the service, but also eager to recommend it to family and friends.

Groupama's clients express outstanding satisfaction across key metrics for claims handling in the Casco segment:

• 99% Satisfaction with the easy damage inspection process

• 99% Satisfaction with overall customer service

• 98% Satisfaction with fast claim registration

In 2025, Groupama also consolidated its position as the top-rated insurer in property insurance, distinguished by very high satisfaction, trust, and loyalty among its clients. Groupama achieved the highest average satisfaction score – 8.64 among competitors, significantly above the market average (8.35). The NPS index stands at 58, also the highest in the sector to date, with 71% promoters, highlighting strong brand trust and positive reputation.

Key satisfaction drivers for our clients:

• 98% Satisfaction with fast service when filing a claim

• 97% Satisfaction with the payout time frame for insurance compensation

• 97% Satisfaction with the easy online inspection

In the Health Insurance segment, Groupama stands out as a leader across all key indicators. It holds the highest average satisfaction score (8.37 out of 10) and the highest recommendation score (NPS 46 for Groupama versus a 35-point market average). Clients demonstrate high engagement with the online platform – particularly for expense reimbursement and filing claims. Call center service is rated exceptionally high, with Groupama achieving stellar results for expertise, politeness, and response speed. Online services are another strong asset – clients rate the platform as modern, reliable, and secure, while satisfaction with online claims processes is the highest on the market.

Top satisfaction criteria include:

• 98% Satisfaction with the overall online service process

• 98% Satisfaction with fast and easy claim submission

• 95% Satisfaction with staff attitude and helpfulness

Customer satisfaction data comes from a market research study conducted for Groupama by Pragmatica agency among 1,400 respondents.