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Client Survey Results 2022

Munich Re's survey on client satisfaction and client retention

Every two years, Munich Re conducts a global, representative client survey with its reinsurance clients. We use the results to find out how we can make our client relationships even better in order to offer real added value. The survey covers all relevant facets, from client orientation to satisfaction with our products and services. Our goal is to continuously develop ourselves and our products, to identify key trends and to offer our clients the best possible services. 

Net Promotor Score

Employee skill set

Claims settlement

60

The NPS provides information about the satisfaction of our clients with our services and performance. We strive to continuously improve our NPS to ensure we are a valuable partner for our clients.
For this reason, we are very grateful to have again achieved such a high NPS.
8.83
on a scale of 10
Our employees are our greatest and most valuable asset. Their performance and skills are key to Munich Re's quality and success as well as the key to offering our clients the best services and products for their future business development.
8.53
on a scale of 10
Munich Re`s fundamental position as a reinsurer is guaranteeing our clients rapid claims processing and payment as well as the highest level of reliability. Fast and customer-oriented claims settlement is the foundation on which we build our long-standing and trusting client relationships.

Business understanding

New business development

ESG practices

8.38
on a scale of 10
Munich Re firmly believes that, in order to deliver the very best solutions and services for our clients, it is essential to have a deep understanding of their objectives, target customers and underwriting strategy. We are very pleased that our clients have placed a high value and trust in our insight into their business and our ability to support their further success.
8.10
on a scale of 10
Our customers continuously need to develop new products and services in order to meet the expectations and stay relevant to their clients. As a powerful and reliable partner to our customers, Munich Re uses its extensive experience and know-how to create real added value in new product propositions in all lines of business.
8.02
on a scale of 10
Munich Re is fully committed to the creation of long-term, sustainable value for our stakeholders while at the same time proactively considering environmental, social and responsible corporate governance aspects all along the value chain of our core business activities.

Worldwide participation rate

Functional distribution of participants

Torsten Jeworrek
For me, the great value of the client survey is besides the quantitative scores clearly in the qualitative feedback we receive. With the personalized feedback, we get real insight into what we are exceptionally good at but also where clients expect more of us. For me it provides an integral part of shaping our business approach towards our clients. In our Ambition 2025 our promise towards our clients is to be a long-term partner, offering superior products, services and capacity and with the client survey I can see the progress on this path.
Torsten Jeworrek
Munich Re
Member of the Board of Management
Kerri Hamm
We have close relationships with our clients and speak often, so I really appreciate the extra time many people took to fill out the survey. The results are important for us to get an overall view on how we are doing with respect to client satisfaction. For me personally, it is a great way to connect to my contacts on their perspective and view of Munich Re. These survey results will allow me to have a more in depth conversation on what is really important in a relationship. I will follow up within our teams on how we can bring our client orientation to the next level; there is always something we can learn and improve.
Kerri Hamm
Munich Re America
Head of Business Development
Thomas Blunck
The Munich Re Client Survey is an important part of maintaining and more importantly improving our long-standing business relationship with our clients. It helps us to safeguard our client centric orientation and service levels and to continuously develop. This year, we are again very grateful to have received so much feedback from you, which we use as an incentive to further develop our strategy in our Munich Re client relationships. Especially the question around required services will help us in focusing on what is really needed.
Thomas Blunck
Munich Re
Member of the Board of Management
Natalie Pakkiri
From my point of view, the Client Survey means the opportunity to better understand client needs with the intention of improving our product and service delivery depth to our clients. Through the valuable feedback from our clients we can enter into a deeper dialogue with ourselves and offer you an even better experience with Munich Re. Personally I will use the results to improve our relationships and transactions with our clients to increase our value proposition and build broader longer term sustainable partnerships.
Natalie Pakkiri
Munich Re Johannesburg, South Africa
Client Management Executive
Roland Eckl
With your feedback, we can continuously develop and improve our approach towards you, our products and services, and overall our client relationships. Your regular feedback enables us to constantly adapt our services to your changing needs and thus create a long-term and successful client relationship.
Roland Eckl
Munich Re
Chief Executive, Munich Re Asia Pacific – Japan, Korea, India and South East Asia