In an interview given to the publication Malta Business Weekly to mark the 40th Anniversary of MAPFRE Middlesea on the island, Javier Moreno, the company’s CEO, talks about his experience and vision for the company. “My expectations are definitely being met,” he explains, while emphasizing the company’s spirit of teamwork and solid values, as well as an objective shared by everyone: always keeping the focus on the customers.
Middlesea Insurance was founded in 1981, becoming the first private insurance company to underwrite policies in Malta, and two years later it entered into the life insurance business. In 1994, it became the first insurance company traded on the Malta Stock Exchange, and in collaboration with Bank of Valletta p.l.c., Middlesea Valletta Life Assurance Co. (now MAPFRE MSV Life) was formed to focus exclusively on life insurance. The company became part of MAPFRE in 2011, and in 2015 its name was changed to MAPFRE Middlesea.
As explained by Moreno, the 40th Anniversary has “a meaning that is hard to put into words”. This is because for all of those years, the company’s customers have continued to demonstrate their trust, which is something that can only be described as priceless. In turn, the company has always been able to earn that trust by continuing to find new solutions to meet the expectations of its customers.
“I am lucky to work with such a talented, dedicated, and passionate team of professionals,” Moreno admits. Without them, it would be impossible for the company to maintain its position of leadership.
In the CEO’s opinion, the key to this success is found in the company’s ability to retain its customers by always giving them excellent service while adapting its products to evolving consumer needs and the latest trends. “It all comes down to the customers. They believe in us, and in exchange for that confidence, we have to assure them that they will always be protected.”
Innovation and Sustainability
In the interview, Moreno also emphasizes attributes such as innovation and MAPFRE’s commitment to sustainability. “We believe that the company’s business development must go hand‑in‑hand with showing full respect for all of the groups we interact with. Our aim is to contribute to the well‑being of the society we are part of. MAPFRE is a company with heart, and it is our heartbeat that inspires our social footprint as an organization.”
Moreno also points out that “our growth and success are rooted in our determination to always remain true to our values, which revolve around solvency, integrity, a vocation for providing excellent service, innovation for leadership, and our commitment to teamwork.”
“We have a chatbot to respond to simple questions, such as those about opening hours or other basic information,” Moreno explains, but for situations that require a more personalized focus, “our customers always have access to a specialized agent, who will be happy to help them with any needs they may have.”
The company has also established a network of highly skilled, specialized professionals, who are able to interact with the customers in a way that helps solidify their trust. Over time, this commitment to the importance of “caring” for people, which has been taken on by each new generation of employees, has further enhanced the company’s reputation.