Sustainable solutions

In 2025, we advanced sustainable mobility across our geographies through a series of initiatives that expand electric vehicle (EV) infrastructure, increase public access, and support the transition to cleaner transportation.

In Brazil we launched the Zurich Charging Stations initiative, an innovative project designed to accelerate the country’s green mobility ecosystem. Supported by our Zurich Carbon Fund*, 10 EV charging stations were installed at strategic locations such as retail partners, brokers, suppliers, and client sites. Similarly in Malaysia, we partnered with Gentari to deploy 56 Zurich-branded EV charging bays across 13 strategic locations, including major malls and transport hubs. Finally, in Switzerland, Z Volt continues to attract strong interest, with over 24,000 registered users since its launch. The EV-charging service gives access to more than 10,000 public charging stations nationwide, offering transparent pricing to all and exclusive discounts for our insured customers.

All these solutions strengthen the availability of public charging and make sustainable mobility more accessible to communities, helping to overcome some of the main barriers to EV adoption.

*Zurich’s Carbon Fund was established 2020 to fund efforts to reduce emissions relating to the Group and its subsidiaries and to support innovation in emissions reduction solutions, in line with the ambition to become net-zero by 2050 across our business.

Japan faces a unique demographic challenge, with nearly 30 percent of its population aged 65 or older. Recognizing the difficulties elderly citizens face in accessing insurance, we introduced the Senior Personal Accident (Senior PA) product, specifically designed for individuals aged 65 to 85, with coverage now extendable up to age 100.

Senior PA provides comprehensive protection, including benefits for accidents, hospitalization, surgery, fracture care, nursing, and housekeeping services. The product’s flexible premium structure and age-specific rates ensure affordability and accessibility for seniors, as they age. Notably, hospitalization benefits now pay a lump sum from day one, removing barriers to claims.

The impact has been profound: By 2025, the number of Senior PA customers had grown to over 1.9 million, with the product now contributing significantly to Japan’s local revenue. This growth reflects our commitment to social inclusion, ensuring that elderly citizens can now enjoy peace of mind and financial security.

By continuously evolving the Senior PA product to meet the needs of Japan’s aging society, we are setting a benchmark for inclusive insurance and demonstrating leadership in addressing demographic shifts through sustainable solutions.

Building on the customer-first approach, in Spain we have integrated all customer touchpoints through our One Customer House initiative, creating a seamless and connected experience for every customer, where our customers enjoy a smoother, more personalized journey – whether acquiring a new policy, making a claim, or seeking ongoing support. This transformation has resulted in record levels of customer satisfaction, with TNPS in Service Centers increasing by 4.1 points, compared to 2024. Sales efficiency has also grown, with conversion rates up 3 points and new policies increasing by 70 percent versus 2024. Additionally, the internalization of the Retention Center has helped us retain high-value customers. By listening and responding to customer needs, we are able to reduce complaints and build stronger relationships.

In August 2025, we launched Huella Zero in Argentina, an initiative designed to integrate sustainability into the motor insurance claims process and reduce the environmental footprint of automotive incidents.

The program emphasizes responsible management of vehicle claims: In total loss cases, we take care that vehicles are carefully decontaminated, disassembled, and recycled, minimizing waste and environmental impact. For partial damage, customers can choose repairs at sustainability-focused workshops or request recycled, certified parts, often benefiting from reduced deductibles when opting for eco-friendly solutions. These options allow customers to actively participate in more sustainable practices while maintaining the quality and safety standards expected from us.

Huella Zero has garnered significant interest since its launch and broadened our sustainability portfolio in Argentina. The initiative is automatically available to clients with a ‘Total Damage’ or ‘Comprehensive Coverage’ plan, offering a seamless way to combine economic incentives with environmentally responsible practices. Even though the program was only implemented after the second half of 2025, there are already 28 recovered spare parts accepted by customers, representing a positive response rate of 80 percent. By providing clear, practical alternatives for repairs and total loss management, Huella Zero demonstrates our effort to embed sustainability into everyday insurance services without compromising service quality or client experience.

Climate change is the most pressing business and societal challenge of our time. With the world experiencing severe weather events with increasing severity and frequency, it is becoming more important for organizations to tackle the present day and future climate risks confronting them. Additionally, organizations must fulfil the growing obligations and expectations, from both regulators and society at large, to identify, manage and report on their climate risks in order to demonstrate their business resilience and economic sustainability.

The Zurich Resilience Solutions team works with organizations around the world to build resilience against the present and future impacts of climate change. As specialist risk advisors, we help organizations identify, assess and adapt to risks such as climate change. For example, we worked with the City Council of Madrid to identify and quantify its exposure to short- and long-term climate risks, particularly with regards to extreme heat and its impact on people. By better understanding the likelihood of an extreme heat event, and the severity of its impact, the City Council is able to prioritize the adaptation measures required to reduce risk and make its city safer.

We believe that understanding exposure to climate risk is an essential step for our customers to protect their business, assets and people. In 2024, we launched Climate Spotlight, an interactive digital solution to help organizations assess their exposure to climate risks up to the year 2100. It is available through two customer products, Climate Spotlight provides present-day and future-looking climate risk analysis which is accessed via an intuitive dashboard and downloadable risk reports, providing insights that can be used to inform climate adaption decisions and complete climate risk reporting.

In 2024, Zurich completed the acquisition of AIG’s personal travel insurance and assistance businesses, which it combined with the existing Cover-More Group to form Zurich Cover-More, the second largest travel insurer globally. With expanded footprint and capabilities, Zurich Cover-More enables tens of millions of travelers to experience the world, with enhanced safety and support. In 2025, Zurich Cover-More provided pre-trip intelligence and security briefings; delivered over 68,000 real-time alerts in response to geopolitical events, natural disasters and emerging risks (+79 percent compared with 2024); managed over 219,000 assistance cases (+60 percent compared with 2024); and successfully led 4,250 evacuations (+215 percent compared with 2024), leveraging a global network of close to 250,000 providers (triple the footprint of 2024).

Zurich Integrated Benefits & International Life continues to enhance the customer experience through digitization, increasing accessibility and financial wellbeing. In the Middle East, the MyZurichLife app allows customers to easily and securely manage their insurance and helps financial advisers provide quick support, fostering close and trusted relationships. As a result of consistent positive feedback, additional services are being introduced – notably the new Zurich Digital Advice tool, which uses advanced data analytics to help customers simulate future scenarios and build a holistic plan to achieve personalized financial goals within an hour. Accurate data and timely insights enable customers to simplify complex financial choices and make informed decisions confidently.