A key element in the strategy of a.s.r. is sustainable value creation for all stakeholders. The non-financial targets should contribute to a.s.r. being among the most sustainable insurers in Europe. The targets below apply to a.s.r. before the business combination with Aegon NL. Please refer to the Glossary for a detailed description of each of the non-financial targets. These figures were in scope of the reasonable assurance procedures of the external auditor.

Customers are at the heart of a.s.r.'s purpose. Its strategy is designed to meet their needs. a.s.r. closely monitors customer and advisor satisfaction by continuously measuring feedback, through the Net Promoter Score (NPS-r). The NPS-r is an analysis of the customer relationship; this extends the methodology of the NPS-c, which only measured customer satisfaction during contact moments. Business lines continue to report on NPS-c. See chapter 4 for the NPS-c of the business lines. The NPS-r on a.s.r. group level is compared to the market average, where market average is equal to a score of 0. The target is to achieve a NPS-r higher than the market average at 2024 year-end. In 2023, a.s.r. improved the NPS-r more than the average score of the overall insurance market in the Netherlands, decreasing the gap between a.s.r. and the market average.

a.s.r.'s target is to reduce the carbon footprint (scope 3) for investments for own account by 65% by 2030 (base year: 2015). As a.s.r. already met the target in 2022 and 2023, it contributes to the Paris Agreement for reducing global temperature increase to a maximum of 1.5°C. This target applies to a.s.r.'s investment portfolio for own account in Asset Management, Real estate and Mortgages. In 2023, a.s.r. already exceeded its target for 2030. The focus for the coming years is to integrate the Aegon NL investment portfolio and align it with the SRI policy of a.s.r.

The cumulative target for Impact investments is to have at least € 4.5 billion of impact investments on the balance sheet by 2024. According to the Global Impact Investing Network (GIIN), impact investments are investments that seek to generate positive, measurable, social and/or environmental impacts in addition to financial returns. A definition of impact has been determined for every asset class and special attention is devoted to themes such as energy transition, health and environment. These definitions are included in section 8.1.

A high level of employee engagement is important for achieving the company’s targets. With a target of at being at least in the 85^th percentile. a.s.r. wants to be an attractive employer. For next year, the focus is to distribute the Denison survey among the full workforce including Aegon NL. The percentage of employees that completed the scan and the engagement score is expected to decrease over 2024 as a result of the integration with Aegon NL.

a.s.r.’s sustainable reputation is crucial for its strategy and positioning. This indicator reflects a.s.r.’s sustainable reputation among the Dutch population. Sustainability, transparency, reliability and corporate social responsibility are the four key underlying topics for the indicator. The target is to attain at least 40% by 2024. In 2023, important steps were undertaken to improve the perception of sustainable reputation of a.s.r., such as the new marketing campaign Today, tomorrow and always. This is reflected in the improved sustainable reputation score.