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In brief

Foreword

Foreword

The front cover of this 2024 annual report showcases a statue by artist Luk van Soom called ‘Hermes, the Cloud Bearer’. This remarkable piece is located close to the large hall at our Crematorium Maaslanden in Vlijmen (NL). It depicts Hermes as a messenger between heaven and earth, the god of sleep and dreams. Van Soom speaks passionately about his artwork: "I like to imagine that every cloud carries knowledge and wisdom from our deceased ancestors. Whoever places their head in such a cloud gains the tools to answer questions and find solutions. How wonderful it is to imagine that the knowledge of our ancestors has freely drifted around for centuries? How beautiful it is to think that you can travel with them and the clouds.”

DELA celebrates its 88th anniversary this year and our predecessors have firmly anchored their wisdom in our cooperative structure. It is a source of pride that continues to guide us each and every day. Just as in 1937, the interests of our members and customers come first. We are focused on the very long term, with insurance obligations that stretch into the next century. In this future we will need to ensure we stand firm as a modern organisation that has kept pace with the times. Continuous renewal and development are therefore crucial.

The human touch

With this in mind, it’s no coincidence that the full attention we pay to our members and customers is the theme of our television campaign. Showcasing the work of our colleagues, it demonstrates what drives them every day: the empathetic support we provide to bereaved families in creating a personal farewell that ensures they remember their loved ones in the best possible way. We are therefore proud that customer satisfaction ratings, which has been a high level for years, have continued to rise in 2024. We also saw an increase in the number of insured clients, funerals and cremations. Our service is people-driven so employee satisfaction is also vital to us. We have seen a slight decline in this in recent years and are working hard to reverse the trend.

DELA-wide connections

Belgian policyholders have been able to become members of the cooperative since the end of 2022. In 2024, we took the next step by establishing a Belgian section for the general meeting. Internally, we are also increasingly looking at DELA as a whole and promoting international collaboration. The ultimate goal is to raise our professional standards further and achieve synergy benefits.

Responsible growth and robustness

Over the past year we have continued to work on the the robustness of our organisation. A lot of energy went into implementing regulations such as the Digital Operational Resilience Act (DORA) and the Corporate Sustainability Reporting Directive (CSRD). Plans to further enhance sustainability, for example, were outlined in our climate change transition plan. For the first time this year, we are reporting on our choices and their impact by publishing a sustainability statement.

Shaping the future through connection

While looking back on a year with excellent results, we also focus on the future by shaping our strategic direction for the years 2026 to 2030. In doing so, the emphasis is on collaboration and synergy at multiple levels. We strive for continuous connections with our members and clients, as well as energising internal connections within DELA Group and broader collaboration within the sector.

This year saw us take our seats for the first time on the new DELA-wide Executive Board. We are constantly seeking to connect with our colleagues in the DELA network in order to fully benefit from their collective wisdom and expertise. 

We would like to express our gratitude to our colleagues, members, customers, suppliers, partners and fellow funeral directors who utilise our locations. Together, we continue to build a strong, reliable, future-proof and people-centred organisation.

And, just as Hermes carries clouds, together we are bearing the wisdom and values of our cooperative into the future.

Eindhoven, 7 May 2025

The Executive Board
Sandra Schellekens - Lyppens, CEO
Godelieve van Velsen, CFRO
Tom van der Spek, CTO
Geert Deschoolmeester, Groupwide director insurance

Profile

Profile

The DELA cooperative (in brief, DELA) is an international insurance company and funeral organiser.

We have remained true to the core of our origins and, 88 years later, still provide financial security and support to those saying farewell to their loved ones. At the same time, we are constantly evolving and building a strong and committed cooperative together with our customers and members.

This cooperative character is at the heart of the company: the profit we make is used among other things to limit premium increases and reinforce our solvability. Our members have an important voice via the general meeting, are involved in key developments and actively contribute their ideas. We continuously build and grow, always with the common interest at heart.

“Members have an important voice”

Our professionals are always ready in word and deed for our members, policyholders, bereaved families, guests and fellow funeral directors. Personal care and attention are key as they listen carefully to specific wishes and needs in order to better tailor our activities and services. We respond flexibly to changing demands and circumstances and demonstrate what DELA means for society.

We are active with our insurance products in three countries: the Netherlands, Belgium, and Germany. In the Netherlands and Belgium, we also provide funeral services from our own locations. DELA has a number of funeral homes and crematoria in the Netherlands while in Belgium we ensure a dignified farewell with funeral homes, crematoria and a repatriation centre. DELA Germany does not have funeral locations, exclusively offering insurance policies from its office in Düsseldorf and beneficial aftercare services to members via partners. 

Highlights

In brief

Key figures

Key figures

Financial

  2024 2023 2022 2021 2020
           
Turnover          
x €1,000          
Gross written premium 743,941 712,701 669,011 592,472 516,792
Turnover funeral company* 417,536 383,684 365,121 317,723 267,633
Other turnover 714 757 39 3,236 148
Gross turnover 1,162,191 1,097,142 1,034,171 913,431 784,573
           
Distribution of investment results          
x €1,000          
Net investment results 554,500 336,648 -841,467 646,420 74,659
Minus: for future insurance payments* -204,959 -189,851 -178,841 -160,094 -144,482
Remaining for financial position cooperative** 349,541 146,797 -1,020,308 486,326 -69,823
           
Profit share          
x €1,000          
Profit share 281,247 249,224 43,654 5,940 42,994
           
Balance sheet          
x €1 million          
Total assets 10,271 9,453 9,005 9,680 7,120
Investment value 9,698 8,842 8,470 9,080 6,592
Technical provision 8,580 8,021 7,532 7,172 5,155
Equity capital*** 1,153 1,009 1,061 1,782 1,343
... as percentage of technical provision 13% 13% 14% 25% 26%
           
Insured capital          
x €1 million          
Insured capital 79,773 78,605 72,970 68,678 57,841
           
Coverage ratio          
Average coverage ratio***** 217% 251% 195% 129% 122%
           
Solvency          
Solvency II ratio 200% 208% 226% 236% 221%

Non financial

  2024 2023 2022 2021 2020
           
Customer satisfaction          
NPS          
Netherlands 60 57 58 56 61
Belgium 70 68 69 70 70
Germany 49 53 51    
Total 64 62 63 64 66
           
Reputation          
Netherlands, Stakeholderwatch pulse          
Members 81 78 77 77  
Non-members 67 66 60 56  
Total 74 72 66 63  
           
Belgium, Stakeholderwatch pulse          
Totaal 67 63      
           
Employee satisfaction          
Effectory eNPS          
Netherlands 27 36 44 51  
Belgium 54 53 53 54  
Germany 10 8 - -  
Total 30 38 45 52  
           
Employees          
Fte, at end of the year          
Netherlands 1,806 1,746 1,606 1,735 1,154
Belgium 438 434 430 416 408
Germany 54 45 38 28 23
Total 2,298 2,225 2,074 2,179 1,585
           
CO2 emissions*          
x 1 tonnes. Net, excluding investments          
Scope 1 9,828 10,495 - 13,544 2,913
Scope 2 370 711 - 2,263 517
Scope 3 13,685 14,040 - 16,046 26,155
Total 23,884 25,245 - 31,853 29,585

Insurance company

  2024 2023 2022 2021 2020
           
Customer satisfaction insurance          
NPS          
Netherlands 47 44 46 51 53
Belgium 61 59 60 58 57
Germany 49 53 51 49  
Total 58 56 57 56 52
           
Customer satisfaction customer service          
NPS          
Netherlands 46 43 45 39 50
Belgium 63 60 59 68 59
Total 50 49 50 57 56
           
Insured persons          
Balance at the end of the year          
Netherlands 4,277,150 4,296,572 4,295,361 4,287,483 3,304,917
Belgium* 977,541 947,996 928,029 908,822 878,088
Germany 321,551 294,373 266,072 103,786 67,195
Total 5,576,242 5,538,941 5,489,462 5,300,091 4,250,200
           
Premium revenue          
x €1,000. After deduction of reinsurance premium          
Uitvaartplan, Netherlands (funeral insurance) 418,456 392,764 382,553 324,638 277,669
Leefdoorplan, Netherlands (life insurance) 29,299 29,683 30,052 30,309 30,200
Spaarplan, Netherlands (savings insurance) 44,393 58,303 75,004 79,571 69,694
Total Netherlands 492,148 480,749 487,609 434,518 377,563
Belgium 173,130 161,889 146,089 136,258 128,763
Germany 78,663 70,063 35,313 21,696 10,466
Total 743,941 712,701 669,011 592,472 516,792

Funeral company

  2024 2023 2022 2021 2020
           
Customer satisfaction bereaved families          
NPS          
Netherlands 74 72 71 72 73
Belgium 82 82 81 82 80
Total 77 76 76 77 76
           
Funerals          
Number          
Netherlands 43,155 41,028 39,800 36,168 32,715
Belgium 12,993 12,679 12,764 11,995 13,446
Total 56,148 53,707 52,564 48,163 46,161
           
Cremations          
Number in own crematoriums          
Netherlands 44,827 43,083 42,955 32,747 26,296
Belgium 7,140 7,194 7,301 7,661 9,306
Total 51,967 50,277 50,256 40,408 35,602
           
Turnover          
x €1,000          
Netherlands 342,902 312,060 298,580 258,431 206,656
Belgium 74,634 71,624 66,541 59,292 60,977
Total 417,536 383,684 365,121 317,723 267,633

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