Christoph Czettl, Chairman of the Executive Board GRAWE Osiguranje: We donated RSD 4 million for the purchase of respirators and other medical equipment

GRAWE continues to donate assets to procure medical and accompanying equipment necessary to provide relevant care to and preserve the lives of citizens who are most at risk during this COVID-19 epidemic

We spoke with Mr. Christoph Czettl, Chairman of the Executive Board of GRAWE Osiguranje (GRAWE Insurance), about how the company organized its business activities during the pandemic and the state of emergency.

“Following the worldwide concept of digitalization, we had the great pleasure to be engaged in the development and improvement of web solutions and services in the previous period. As a result, under current circumstances, an insurance policy may be obtained in a quick and simple manner, through the webshop, since this does not require the client’s signature” Mr. Czetti said.

1. What actions have you taken to organize your business activities and maintain communication with your business partners and clients?

We have been actively monitoring the development of the situation caused by the outbreak of the COVID-19 virus from its very onset. Therefore, we have taken all necessary precautionary measures in time to protect the health of our employees and clients and to ensure their safety and security. Of course, we have emphasized the gravity of the current situation and advised our clients and employees to comply with recommendations of competent institutions and experts with respect to measures to prevent the spread of the Coronavirus.

Taking into account the specific nature of the situation and in accordance with the measures of the Government of the Republic of Serbia, as well as the recommendations of competent health institutions, we made the decision to close our sale offices temporarily and adapt our business processes to the current situation. Thanks to the entire GRAWE team I manage, which currently has more than 340 employees, we have managed to establish the operation of all vital business processes in a short period of time. In order to reduce the opportunities for personal contact, we enabled all requests to be submitted electronically, regardless of whether these are requests for information, policy changes, reporting the insured events, but also concluding new contracts.

2. When you say “policy changes” what options do you refer to? Have you allowed for deferred payment of insurance premiums, reductions or exemptions from premium payment during this state of emergency?

Of course, we take care of the well-being and interests of all our clients and understand the current situation and extraordinary circumstances. Therefore, we extended the period foreseen for the payment of life insurance premium up to 150 days.

In accordance with the recommendations of the National Bank of Serbia, during the entire period of the state of emergency, payments of the insurance premium under the concluded life insurance contracts shall be deferred for all our clients who belong to the elderly population and whom the ban on free movement throughout the day refers to or who have difficulties meeting their obligations under life insurance contracts without affecting their rights under these contracts and without accruing interest on arrears. I would like to emphasize the fact that by deferring the premium payment the insurance validity period shall not be extended. This simply means that the payment of the due insurance premium installment shall be deferred. On the other hand, clients who do not want to have their insurance premiums deferred will be able to settle their liabilities within the terms stipulated in the insurance contract.

All other changes, reductions or exemptions may be made and approved in accordance with the insurance terms and conditions, that is, exemption from payment is possible if at least 1/10 of the insurance period has elapsed and if insurance premiums have been paid for that period, whereas reductions in insurance premiums are possible upon each annual cut-off for a specific policy.

3. What kind of support has GRAWE provided to the community during these difficult times?

Responding to an appeal of the Serbian Government, GRAWE donated RSD 4 million for the purchase of respirators and other medical equipment required in the fight against the coronavirus.

GRAWE continues to donate assets to procure medical and accompanying equipment necessary to provide relevant care to and preserve the lives of citizens who are most at risk during this COVID-19 epidemic. In cooperation with the Embassy of the Republic of Austria, GRAWE donated 1300 protective masks for the healthcare workers who are most at risk in these circumstances. Furthermore, in cooperation with the Austrian Embassy and the Serbian Chamber of Commerce, we are currently in the process of procuring 230 antibacterial waterproof mattresses which will be handed over to the Logistics Department of the Serbian Armed Forces and further distributed to the Fair or Arena, which are currently used as alternative Belgrade hospitals.

Together with other members of the Association of Serbian Insurers, GRAWE participated in donating the assets used for the procurement of respirators, coronal virus tests, reagents, medical and other equipment required during this epidemic which required hiring three airplanes to deliver these materials to our country. The list of necessary resources was prepared in cooperation with the Office of the President of the Republic of Serbia and the Coronavirus Crisis Response Team, which distributes the purchased equipment according to the principle of priority.

4. When it comes to life and travel insurance, is the disease caused by the current Coronavirus considered as an insured event?

In cases where, upon the conclusion of the life insurance contract, the insured person was not infected with COVID-19 virus, but catches the disease of becomes infected during the insurance period, coverage for the “worst-case scenario” caused by this virus, is, of course, applicable.

In the case of travel health insurance, in accordance with the insurance terms and conditions, the insured event falls within the exclusion category. The terms and conditions presented to the client prior to purchasing travel insurance stipulate that all obligations of the insurer, i.e. the assisting company, do not apply in events resulting from an earthquake, other natural disasters, the act of God, as well as epidemics and pandemics. However, due to the specific nature of the situation and circumstances that our clients may find themselves in, we agreed with all of our assisting partners, as well as with healthcare institutions abroad to analyze each emerging case individually and provide assistance at the individual level.

5. Have you had any recorded cases when the insured persons with your travel insurance were not able to return to Serbia due to the state of emergency? If yes, did you manage to find an adequate solution for such circumstances?

Although we understand the severity of the global situation and current circumstances, we also understand every individual facing this situation to the same extent. In this regard, we enabled the purchase of an additional policy for the maximum period of one month, which shall “bridge” the gap caused by an extended stay abroad.

Following the worldwide concept of digitalization, we had the great pleasure to be engaged in the development and improvement of web solutions and services in the previous period. As a result, under current circumstances, an insurance policy may be obtained in a quick and simple manner, through the webshop, since this does not require the client’s signature.

The maximum capacities of the travel assistance coverage webshop have been available in these extraordinary circumstances to all citizens who were abroad and were forced to extend their stay.

Purchasing an insurance policy while being abroad is not possible under ordinary circumstances. We made this decision in order to meet the requirements of our clients who had traveled abroad. Therefore, I would like to emphasize that this option applies to clients who already have an active or just expired GRAWE travel insurance policies.

6. Do you have any message for your co-workers, employees, clients …-?

The change that has taken place can be observed in numerous aspects. From one point of view, we did recognize it as a chance to adopt a new way of thinking and a new way of working. We have demonstrated in the past that we have many good ideas and that we have an extraordinary ability to adapt. Together, we are not only “overcome the situation”, but we also came out of it better prepared and stronger!