MBR_ISSUE 54

COVER STORY INTERVIEW
Malta Business Review
MBR: MAPFRE is a global brand and
winner of Best Workplace in many
countries. What reasons would you
attribute to this recognition?
NLC: MAPFRE over the past years has
been working in a new direction, having
an organisation which is more flexible,
collaborative, transparent and agile, giving
more flexibility in terms of working-times
in order to enable our employees to
manage their time better. We have also
worked on technological mobility to create
a workplace which is moving towards more
remote working from any place and at any
time. We know that the most important
thing is no longer the actual presence of
the employee. It’s a completely different
culture, trust-based and results driven
where the mutual commitment, trust and
flexibility are vital. In addition to these
flexible measures, MAPFRE also provides
other employees’ perks such as health
insurance and pensions plan.
MBR: Recently MAPFRE Middlesea
launched a chat bot for clients' use, which
utilises Artificial Intelligence. Can you
give us some insight into this new tool?
NLC: Chatbot Emma has been designed to
address a number of customer queries 24
hours a day, seven days a week. Emma is
capable of addressing queries pertaining
to insurance quotes, claims, complaints,
contact information, and even queries
regarding the company’s benefits such as
MAPFRE Assist and their ‘Insure and Save’
Loyalty Scheme. The use of AI has enabled
MAPFRE Middlesea to place greater
importance towards more complicated
matters, while Emma is able to address the
simpler tasks and queries at hand.
Even though the introduction of AI marks
the beginning of an innovative digital
approach to customer engagement for
MAPFRE Middlesea, going forward, the
company will continue to place readilyavailable
customer support at the forefront
of their business practices in order to
ensure timely resolutions as well as
customer satisfaction for their clientele.
MBR: Why does MAPFRE Group rank
among the top 10 companies that
focus their efforts on Corporate Social
Responsibility?
NLC: The Group seeks to put into practice
CSR principles on a daily basis with its
own employees helping on the initiatives
supported by the company. MAPFRE is fully
committed to sustainable development
in the countries in which it operates,
supporting its social and economic
progress. The Volunteering Corporate
Programme and, in particular, Fundación
Innovation and service delivery are the focus
of MAPFRE Middlesea. We ensure that we
deliver the best service in the most convenient
way to our client, which is one of the reasons we
invested on AI to ensure a 24/7 service to
our customers.
MAPFRE, are essential assets in achieving
this goal. In the past decade, Fundación
MAPFRE has invested 500 million euros in
projects targeting society in 30 countries,
which have benefited more than 100
million people.
Last year, Fundación MAPFRE brought to
Malta a major exhibition of Picasso&Miró
on the occasion of Valletta being the
European Capital of Culture. The exhibition
was a great success and it was visited by
over 70,000 people.
MBR: How is MAPFRE Middlesea widening
service offerings and making its business
more service-oriented?
NLC: We offer reliable products at
competitive prices (not necessarily the
cheapest but good value for money). At the
same time, we continue being innovative
with new product offers. We have
synergies with MAPFRE Assist in order to
ensure quality delivery on the emergency
services and our customers are extremely
satisfied with the services provided by
MAPFRE Assist.
Innovation and service delivery are the
focus of MAPFRE Middlesea. We ensure
that we deliver the best service in the most
convenient way to our client, which is one
of the reasons we invested on AI to ensure
a 24/7service to our customers.
MBR: What will the main focus of your
work at MAPFRE Middlesea be in the near
future?
NLC: I will continue being a catalyst for
innovative solutions that safeguard people,
with products to protect their property and
savings, and that secure their future. My
aim is to provide close support to clients
whenever and wherever they need us, this
is core to our mission and I will strive to
make sure that we will continue delivering
an excellent service. My main priority
areas are to nurture our employees’
talent to deliver the best possible service
by excellence in technical and operational
management and never losing focus on
the client. I believe that only by putting
the client as the center of our activities
we will deliver profitable growth to our
shareholders. MBR
Editor’s Note
Mr Navarro López de Chicheri
holds a degree in Economics from
the Universidad Computense de
Madrid and an MBA from the
Universidad de Alcalá de Henares
in Spain. He joined the MAPFRE
Group in 2002.
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