01 Introduction and strategy 02 Measuring and managing sustainability 03 Climate change related disclosure 04 Strengthening our foundation 05 Our universal principles 02.5 Customers 02.5.2 Using data to improve the customer experience We use insights from Voice of the Customer, dNPS, customer ratings and verbatim feedback to improve our products, services, communications, and processes. We combine and analyze sources of customer data in strict accordance with privacy laws to prioritize and implement structural improvements. Local operating entities use customer feedback to derive concrete actions. Learnings gained through Voice of the Customer and dNPS programs are also helping us design the global Allianz experience for customers. In 2022, we rolled-out a set of global guidelines (Xperience Habits) in contact centers to ensure our customers are treated with appreciation, empathy, and helpfulness. We also launched two initiatives to improve customer interactions and provide a consistent Allianz experience across markets. We created and distributed guidelines and digital communication templates to our operating entities on when and how to inform customers about the status of their claims. We also launched an Annual Policy Review as a service communication to engage with customers in their best interest. 02.5.3 Transforming our business for our customers We have listened and we know that our customers want us to sell simple products that meet their demands and needs, use easy-to-understand insurance language and provide faster claims handling. They also want to be able to access their insurance details whenever and however they choose. We constantly strive to adapt our business to meet these needs. This includes simplifying and digitalizing our products, processes and platforms to provide our customers with greater access to advice and support, while more efficient processes are improving our customer service. The Allianz Customer Model is our end- to-end global business model which puts the customer at the center of our business and enables Allianz to be simple, digital and scalable. Our ambition is to simplify and harmonize our business globally, which involves transforming the whole value chain across products, sales, claims and operations. Within this context, the Allianz Customer Model was designed first for Retail Property and Casualty lines and then extended to Health, Life, B2B2C, MidCorp, Large Corporate and Reinsurance. Our target has been to continuously roll the model out across Allianz operating entities. As of the end of 2022, ACM has been rolled out to 37 OEs, comprising 99 percent of GWP for P&C Retail. A tangible example of how the Allianz Customer Model is transforming our business are our Master Products. A Master Product is a template available in the Allianz Product Lab with streamlined product elements that are linked to harmonized claims and pricing values. Allianz operating entities can configure Master Products to create the right product for their market and make adaptations which are required by regulation. We are creating 16 master products which will reduce the number of products in most relevant operating entities from more than 1200 in 2019 to around 250 by 2024. By having harmonized Master Products in the Allianz Product Lab and then configuring the products in the Product Explorer tool, we can efficiently scale essential IT assets such as Quote & Buy and First Notification of Loss in the Business Master Platform. The Business Master Platform digitalizes the business requirements of the Allianz Customer Model. It comprises a combination of scalable technological elements, systems and services plus functionalities and configurations to better serve our customers, intermediaries, partners and employees. An example of how this works is the Direct Motor Product in Australia. The Direct Motor Product launch in 2021 simplified parts of the customer and employee journeys. Employees can now dedicate more time to their customers and the launch led to an average increase in conversion of 35 percent (Motor products) and an increased Gross Written Premium of 43 percent. Allianz Group Sustainability Report 2022 76