Our cooperative identity creates a connection between our members and our organisation. We see that in customer satisfaction and our reputation, growth in the number of members, collaboration with members/customers, and initiatives such as the DELA Fund.

In 2025, we further improved the NPS process within our funeral services by analysing customer feedback more systematically. This gives us a more complete picture of the customer experience so we can make targeted improvements.
At the same time, we use artificial intelligence to identify patterns in customers' comments about our services. This approach helps us understand our customers even better and continue adapting to their needs.

In Belgium, we received the DECAVI award in October 2025 for the ninth time in a row for the best funeral insurance in the Belgian market. DECAVI is an independent external organisation that annually presents awards for both life and non-life insurance products.

In the German market, insurance intermediaries traditionally play an important role in addition to the online channel. We are proud that in 2025 we still have the best funeral insurance without a waiting period (2025 Beste Risikolebensversicherungen according to WirtschaftsWoche) and term life insurance in the German market (2025 Risikolebensversicherung 'sehr gut' according to Handelsblatt).

The results of the customer satisfaction survey are included in the Sustainability Report.

DELA enjoyed a robust and strong reputation in the past calendar year. In comparison with the previous year, we saw a slight increase of two points, which shows that our activities aimed at maintaining and strengthening our reputation are paying off. Both policyholders and non-policyholders in the Netherlands perceive DELA as reliable, successful, and socially responsible. In Belgium, we saw our reputation rise once again. In 2025, we strengthened our name in the Belgian market. Two years ago, we started to connect DELA's name to local funeral brands (dual branding). In 2025, we pressed on in this area to create a strong and recognisable identity in the funeral services business. The Dutch and Belgian brand campaigns definitely helped to build our strong reputation. Thanks to the last corporate campaign, for instance, people in Belgium now also recognise DELA as a provider of funeral services in addition to insurance.

We do not yet specifically measure our reputation in Germany. Our focus here is on building up our core activity and infrastructure. We will measure our reputation and monitor the results as we continue to grow. A brand campaign for Germany has been prepared for 2026.

Members are represented via the general meeting and the online cooperative panel. The rules of the general meeting set out the members' decision-making mandates. In addition, we ask for their input on current developments. Other business of the general meeting includes adopting the financial statements, ratifying the appointment of members of the Executive Board and Supervisory Board, and approving changes to certain insurance conditions.

The further development of products and services was also discussed. The members were positive about the extra emphasis on customer centricity, as we discussed how to make the internal processes in the funeral business run more smoothly. We also took steps to boost member engagement, one reason being that, in the future, people who take out a policy for the new Belgian Nalatenschapzorgplan (estate planning) can also become a member of the cooperative.

For the first time, a separate sustainability report was published as part of the annual report for 2024, and the outcomes for the material topics were presented. The members expressed their appreciation for this step and asked questions about subjects such as ethics, fraud prevention, and carbon reduction. The financial statements were adopted, and the Executive Board was released from liability in respect of the policy carried out in the reporting year. We discussed with the members of our general meeting how to find a suitable balance between profit sharing and the necessary financial buffers. We will press ahead with that in 2026.

In 2025, we acted on the input that we received from speed dates between members of the general meeting and the Executive Board. For instance, we restructured the meetings, with a formal part and an informal part with more room for input. We also set up training for current members of the general meeting and organised tours for them at three crematoriums.

There were also some changes in the composition of the general meeting in 2025. As several members had reached their maximum term of office, general elections were held in 2025 to recruit new members. A key milestone in the history of the cooperative was the recruitment of the first Belgian member of the general meeting, who took part for the first time in January 2026.

Some of the 149 initiatives that we supported with a donation in 2025:

• Breda on tour: organises creative activities where young and old meet.
• The Peurbakken Boat Parade in Leiden, where volunteers escort seniors in wheelchairs to watch the fine boats on the canal.
• 'Samen soepen' in Oosterbeek, where young and old make and eat soup together.
• The 'StOud' project in Nijmegen, where seniors and students are matched up to join in workshops from nail painting to portrait painting or making TikTok videos.
• 'Bezorg soep met een groet', where young people with an impairment make soup for seniors and then get together to deliver the soup along with a drawing or handicraft.
• 'Project aan tafel!', where 75 inhabitants of Ravenstein meet up and eat together; everyone is welcome, from seniors to newcomers.
• 'Project Buurt Ontmoetingen' in Den Bosch, where young and old get together to talk about all sorts of topics.
• National initiatives, like Stichting Fietsmaatjes and Stichting Met je Hart.

Annually recurring initiatives where colleagues are actively involved, ranging from Christmas and clothing drives to lunch get-togethers with seniors. Colleagues can also take an 'all-for-someone-else day' to do volunteer work, such as cooking, crafts, music bingo, two-person adult trikes, and activities in assisted living centres across the entire country.

Several initiatives that we supported in 2025:

• Support for the 'Moederloos' podcast, which helps people open up about the loss of their mother.
• Reveil was supported in the conclusion of the local consolation initiatives in 'consolation capital' Nieuwpoort, where artists delivered a tribute to our dearly departed.
• The Zorgmier association seeks to offer all its neighbours – especially children – a quiet place for their pain and grief, so they created a consolation garden with support from the DELA Fund.
• Extra training for teachers to provide students with better guidance in the event of a death thanks to a new training programme from 'Missing You'.
• Thanks to a donation, Eleonoor supports families in the week after a death by providing healthy meals. More than 270 volunteers across Flanders are at the ready to cook with loving care and serve up loads of comfort.