8 Annexes

The selection of the reported indicators is based on the GRI guidelines, meetings with our stakeholders, the impact of DELA and the resulting materiality matrix. Data included in this report is based wherever possible on measurements and calculations (such as NPS). Other data is derived from central systems (including personnel data) or based on input from third parties. Whenever are changes are made to the definitions, measuring methods or inherent limitations in the data, or when extrapolation or estimates are used, this will be indicated in the report.

Some of the included indicators (financial indicators, absence through illness) are part of the regular planning and control cycle. This means that the data is reported via monthly reports. Our financial department looks at changes in the data compared to previous reports and at the plausibility of the reported information, requesting supporting evidence where necessary. Other indicators (energy, CO₂ emissions) are reported annually for the purpose of the annual report. The underlying data for these indicators is collected and checked by the CSR project leader.

The accountant must explicitly report on material deviations in the Statement from the Executive Board based on knowledge obtained from auditing the financial statement. The accountant was not tasked to grant assurance on non-financial information, although we do aim to start doing so in the future.

The framework of the report was determined based on the materiality assessment of 2016, plus the first insights of a new materiality assessment that started in late 2021 and will be completed in 2022:

• There is a longlist of around 100 themes based on the SDGs, SASB, GRI, EU Taxonomy and annual reports from similar organisations.
• Based on expert judgement the list was reduced to 20 themes.
• The list was organised and composed by DELA stakeholders with some themes added. The strategy of DELA was taken into account in this process, which resulted in a shortlist of 17 themes. These are provided with a description to ensure a clear scope and setup of each theme in DELA’s own language.
• The shortlist has been broadly discussed among DELA stakeholders who were asked to estimate the inside-out and outside-in impact.
• Based on this information, the new materiality matrix was developed, then discussed and confirmed in a workshop on 10 March 2021.
• The conclusions were presented and discussed in the management meeting on 23 March.
• Based on the results of the workshop and the management meeting, a number of themes will be explored with the stakeholders in spring 2022.
• We expect to determine the goals/KPIs for the material themes in June 2022.

The demarcation did not change compared to the previous reporting period.

The report involves book year 2021 which runs from 1 January to 31 December. In 2020, DELA started using a new model to calculate its CO₂ footprint. This model is in line with the Greenhouse Gas (GHG) protocol. The new calculation method uses a top-down approach that gives a more complete, integrated and realistic picture. In principle, we do not report on sub-contractors and/or suppliers, unless indicated otherwise. Implemented in the Netherlands in 2020, the model was also introduced in Belgium in 2021 to determine the CO₂ footprint there.

Non-financial information in this annual report can be found in the following sections:

DELA cooperative is a member of and operates in accordance with the agreed codes of conduct of the following organisations:

• Verbond van Verzekeraars -> Code of conduct for insurers
• BGNU -> Trade association for certified Dutch funeral companies
• IVBN -> Association of institutional investors in real estate
• DDMA ->Data Driven Marketing Association

The certifications/quality marks DELA has acquired are:

• Keurmerk Uitvaartzorg (certification for funeral services)

• Keurmerk klantgericht verzekeren (quality mark for customer-oriented insurance)

• Privacy waarborg (privacy guarantee)

Below is a list of clarifications of commonly used terms and abbreviations.

Absence due to illness
This percentage is calculated by dividing the number of sick days by the number of workable days per year. It involves the period during which DELA is financially at risk for each country for which the absence due to illness is indicated. For the Netherlands this is two years, for Belgium one year.

Asset mix
The asset mix is the distribution of capital over shares, real estate, fixed-income securities, infrastructure and liquidities. The asset mix is determined based on the ALM study and drawn up in the investment policy.

Average funeral costs
Every funeral costs money. These costs vary based on choices made by the bereaved and the place where the services are rendered. The average funeral costs provide insight into what a funeral costs on average. At DELA, this means the average costs of a funeral based on the provision package of the DELA UitvaartPlan.

BV
Private company

BIO
Our strategy of employee engagement, integrity and entrepreneurial spirit

BREEAM
BREEAM stands for Building Research Establishment Environmental Assessment Method. It determines the sustainability performance of buildings by focusing on three aspects: the building, its management and its use. The three aspects are assessed in nine sustainability categories: management, health, energy, transport, water, materials, waste, land use & ecology and pollution. A score is achieved per aspect ranging from 5 stars for ‘Outstanding’, 4 for ‘Excellent’, 3 for ‘Very Good’, 2 for ‘Good’ and 1 for ‘Pass’.

CAO
Collective labour agreement

CFRO
Chief financial and risk officer

Climate-neutral
Climate-neutral means that there are no net CO₂ emissions and no contribution to climate change. A process, service or organisation is climate-neutral if it does not produce CO₂ emissions or if the produced greenhouse gases are offset elsewhere.

CO₂ footprint
A CO₂ footprint is an inventory of the total amount of emitted greenhouse gases, expressed in CO₂ equivalents. CO₂ emissions are caused by the combustion of fuels. Too much CO₂ in the atmosphere leads to climate change. A CO₂ footprint indicates the extent to which an organisation impacts climate change and where CO₂ emissions can be reduced. A CO₂ footprint is categorised in Scope 1, 2 and 3. Scope 1 involves direct CO₂ emissions; scope 2 indirect CO₂ emissions via the acquisition of electricity and gas; and scope 3 involves all other indirect CO₂ emissions. Annex 1 (Corporate Social Responsibility) and Annex 3 (About this report) provide more information on our

CO₂ footprint.

CPI
Consumer price index

CSI
Corporate Social Investment

CSR
Corporate Social Responsibility

DCG
DELA Crematorium Group

DCP
DELA Coöperatie SpaarPlan (savings insurance)

DECAVI
DECAVI (B) provides services for the insurance sector (estate agents, insurers, actuaries). In addition to organising events in the sector and publishing market studies, DECAVI has been awarding insurance trophies since 2000.

DLP
DELA LeefDoorPlan (life insurance)

DNB
De Nederlandsche Bank (Dutch central bank)

DUP
DELA UitvaartPlan (pre-arranged funeral insurance)

Energy scan
An energy scan provides insight into the energy-saving opportunities of a building and maps which energy-saving measures would be profitable for a building.

Entrepreneur’s salary
The costs of a funeral entrepreneur to whom a funeral is outsourced.

Fixed-value
Inflation-proof.

Fte
Fulltime equivalents (for example: 2 part-time employees who each work for 50% are equivalent to 1 FTE).

GPtW
Great Place to Work is an organisation that measures the opinions of employees. These measurements are then compared to establish a GPtW benchmark. The main components involved are trust in the company, confidence in the management, challenges, opportunities and the possibility of self-development from the employee’s perspective.

GreenLeave
GreenLeave is a consortium of funeral companies in the Netherlands who aim to realise sustainability in funeral options and designs in a practical way. They achieve this based on five key principles, a portfolio of products and services for aspects of the funeral, and collaboration with suppliers. For more information, go to: www.greenleave.nu.

GRESB
The Global Real Estate Sustainability Benchmark (GRESB) is an independent scientific benchmark that assesses the sustainability policy of real estate funds and portfolios worldwide. Based on the GRESB score, fund managers can assess their sustainability policy and make improvements. See https://gresb.com

IT
Information technology

KGW
Customer-oriented approach

Mln
Million

Net growth
The difference between the number of new policies and the number of terminated policies.

NPS
NPS stands for Net Promotor Score. Customers are asked in surveys the extent to which they would recommend a specific company, product or service to others. They can give a score between 0 and 10. The group of responders who give a mark of 0 to 6 are called detractors. The group marking a 9 or 10 are qualified as promoters, and the remainder (7 and 8) are considered passive-neutral. The NPS is determined by subtracting the percentage of detractors from the percentage of promotors. For example, if research shows that 30% of the responders is a promotor and 20% is a detractor, the NPS is +10.

Operational result
The result acquired from the regular activities of DELA, with the exception of special income and expenses, profit sharing and taxes.

OR
Works council

ORSA
Under Solvency II, insurers are compelled to perform an ORSA (Own Risk and Solvency Assessment). An ORSA is an annual assessment that must be performed by or on behalf of the insurer to determine whether all financial risks that may occur have been mapped and/or whether any mitigating measures to minimise possible risks have been taken so that the insurer can continue to fulfil its insurance obligations in the future.

Paper consumption
The number of sheets of paper we use annually for printing and copying on our central printers. The paper consumption of mobile printers used by our funeral carers and cooperative consultants is not included.

Premium income
Premium income is the total of premium paid to DELA by policyholders for purchased products.

Prognosis
Prediction by management

RCSA
Risk Control Self Assessments map any substantial risks that may endanger the realisation of the goals and continuity of the company. The goal is to take mitigating measures after the assessment has been performed.

RepTrak
RepTrak is a method for gauging an organisation’s reputation. It measures the perceptions of the general public regarding the reputation of companies (the RepTrak® Pulse) and seven reputation drivers: products and services, innovation, working environment, governance, CSR, leadership and performance. For more information: https://netherlands.reputationinstitute.com/tag/reptrak/

Risk appetite
The risk appetite of a company indicates the nature and scope of the risks a company is willing to take in realising its operational goals.

SA
Société anonyme (public limited company)

SCM (KCS in Dutch)
Short-cycle management

Solvency II
European regulations for solvency requirements for (re)insurers. Solvency II aims to promote an internal European market for insurance services and provide sufficient consumer protection. The starting point is an economic-risk-based approach, in which all assets and liabilities are valued at market value. In addition, the starting point is the link between the solvency requirements and the risk profile of insurers. Solvency II is the name for the statutory regulations that are imposed on insurers by the supervising body. These regulations involve:

• quantitative requirements for capital buffers and the valuation principles requirements for the setup of risk management and governance
• the performance of an ORSA (Own Risk Solvency Assessment).
• the establishment of a report (SFCR) and publication of this report in the framework of transparency.

Solvency ratio
A solvency ratio indicates to what extent a company is able to fulfil its financial obligations. Under Solvency II, this figure is calculated by dividing the available capital by the required capital, taking into account the actual risks.

Transparency benchmark
The transparency benchmark is an initiative of the Dutch Ministry of Economic Affairs and Climate. In collaboration with the Netherlands Institute of Chartered Accountants (NBA), annual reports are assessed on certain criteria. The Crystal award is presented to the organisation with the most inspiring example of transparent CSR reporting.

Pillars
The five pillars represent what is important to customers in DELA’s service provision

VBDO
Dutch Association of Investors for Sustainable Development

VVP
Fixed transfer price; the advance price agreement charged to the insurer by the funeral company for the services in the insured package

Value retaining
Inflation-proof

Wlb
Dutch Burial Act

WMC
Value creation model

Wta
Dutch Financial Supervision Act